Creating impactful training programs to improve employee and client experiences - Sedgwick
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Creating impactful training programs to improve employee and client experiences

Much has been said about constructing training programs that enhance business performance, but the impact of training on the colleague deserves just as much attention. At a time when employee churn is at an all-time high, particularly in the insurance space, we must rethink training programs so that employees feel valued and are motivated to advance within our organizations.

Why we need to invest in talent

Henry Ford once said, “The only thing worse than training your employees and having them leave is not training them and having them stay.” Investing in talent is crucial to the growth and success of a business. To strengthen our investment in the future, we must attract, train and prepare the next generation of adjusters by arming them with invaluable industry skills.

And beyond creating individualized development for qualified newcomers in the industry, it’s important to provide advanced opportunities for seasoned professionals. These programs can be designed to enhance the knowledge and understanding of professionals, and to teach through experiential and social learning. Improving the quality of colleagues through meaningful training leads to an increase in client satisfaction and retention.

Creating impactful, effective training programs will allow employees to see and understand internal growth opportunities. Learning shouldn’t be limited to remembering – it must also be driven by purpose and action.

A look inside Sedgwick’s approach to impactful training

Sedgwick handles all types of situations—from multi-national risk management to one-off customized solutions – and we make sure that our employees are well-equipped to serve our clients. Our shared purpose has always been – and continues to be – to take care of people, and in order to take care of our clients we must first do what we can to help our employees succeed. Training is an important part of preparing new employees for their growth within the company – but for it to be effective, a focus must be placed on implementing the right training methods suited for each individual.

We are very proud of our team members. We work hard to recruit and retain talented, energetic and devoted people with a diverse range of skills and experience. Therefore, it should be a no-brainer that we’re committed to supporting our colleagues through their career trajectories. If our clients depend on us to support and improve the productivity of their workforce, we must do the same for our own. We provide internal training programs and encourage continued education to ensure colleagues gain the knowledge, skills and qualifications required to deliver the level of service our clients have come to expect.

Shaping the next generation of workers  

As Generation Z enters the workplace, its members are bringing with them a new set of behaviors and expectations. We as employers must adapt and exceed those expectations. The next generation of workers wants more than just another certification, which is why we are tailoring “master classes” of property loss to elevate executive loss adjusters.

Sedgwick’s Generation Next program was designed to enhance the knowledge and understanding of the property claims professional. A fast-paced, mixed media and interactive educational program, its unique focus is on larger and more complex property loss adjustments. The program is an extensive commitment for both student and organization as it is a two-year program with four on-site weeks at various locations throughout the U.S.

The prime objective of Generation Next is to facilitate development of core skillsets for experienced commercial property adjusters on a career path toward executive general adjuster or senior executive general adjuster. More specifically, the course objective has been designed to focus on those skills that can be unique to the large loss property claims environment. The program balances innovation and human capital. A unique element is its integration of technical skills and decision-making skills – both of which are required in what can often be an uncertain claims environment.

The program also includes a cultural field trip to select locations that combine history, inspiration, introspection and innovation.  Here’s a snapshot of the locations, topics and experiences.

  • Scottsdale: Frank Lloyd Wright house, Taliesin West
    • Learning objectives: coverage, technical writing, lead-guide-direct
  • San Antonio: The Alamo
    • Learning objectives: business interruption: retail and manufacturing, financial analysis, cost accounting
  • Detroit: Ford Piquette Avenue Plant
    • Learning objectives: extra expense, contingent business interruption, improvements and betterments
  • Napa: Chimney Rock Winery
    • Learning objectives: builder’s risk, underwriting, leases and brokers

For any organization, having an experiential, tangible approach to training will undoubtedly aid in employee development and employee retention, and help build well-equipped future industry leaders. Employers should not only want well-trained employees, but ones that feel empowered and confident in their abilities to grow internally within an organization. 

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