5. Claims Handling - Negotiation

Question 1

Win or lose?

Answer 1

• Not a win or lose situation
• Idea is to obtain best equitable agreement possible

Question 2

Why should we prepare for negotiation?

Answer 2

• Is key to gain understanding on what would be a successful outcome for all parties

Question 3

What are the parameters for an equitable agreement?

Answer 3

• Best possible agreement
• Acceptable outcome
• Unacceptable outcome

Question 4

To help prepare for negotiation, what questions should you consider?

Answer 4

1. What are the parameters of an acceptable outcome?
2. What are the alternatives?
3. What are the needs of the other party?

Question 5

What would help with communication?

Answer 5

1. Identify most effective way of communication eg email or calls.
2. Remember the importance of listening
3. Know the case before you put it forward
4. Ask other party what they will accept
5. Identify who is best to negotiate with
6. Ensure expectations are set ASAP
7. Agree the agreeable