Andrea Collins
President
Sienna Staffing
andrea@siennastaffing.com

When we hear of kidnapping cases in the news, or a woman letting a man die on her windshield; it’s easy to shout “where is the humanity” when the offense is surreal. We scream our indignation at rapists, abusers, even murderers because we are rational people who know injustice when we see it and will rightly take a stand against these actions. But how many of our voices will even rise above a whimper at the small inhumanities we see each day in our working life.

I was talking to a medical manager who described the callousness of an adjuster toward a claimant and I began to think of how many stories of people in our industry who have displayed a poisonous attitude, even to legendary proportions, towards others just because they could. Dumping is destructive, and like persistence droplets against a rock, it erodes confidence in our abilities until there is nothing but anger and resentment and in extreme cases retaliation against the oppressor.

We don’t have to control to be respected, and there must be something better than the big dog theory? I admit that someone has to be in charge, to ensure that benefits are administered, companies are run, even justice is decided, but power, is a tool, not a stick to beat anyone in reach. When small inhumanities begin to rise, let’s remember our actions have consequences to others as well as ourselves.

Letters to Sounding Board Readers are encouraged to submit letters to our editors on any topic or issue covered in Adjusting World. Email them to soundingboard@adjustingworld.com. Adjusting World reserves the right to edit letters for publication.

By William Nathans
Senior Claims Examiner
Athens Administrators

An open letter to all claims professionals.

As you are all aware of by now the legislature and the insurance commissioner are trying to “fix” the workers’ compensation system that is on the brink of collapse.

The 60 proposals currently working their way through the legislature is like trying to patch an aorta with a band aid, it won’t fix anything, just make our jobs more difficult.

We have all heard the horror stories coming from injured workers and their attorneys about the egregious acts of the insurance companies and adjusters. It is time we answered back. We need to let the legislature know about the reality of claims handling. We need to tell them about the over treatment of injuries. We need to show them how workers’ compensation medicine bears no resemblance to real world medicine. We need to advise the mentality of the injured worker is that the system is not a benefit but viewed as an entitlement.

We can no longer stand by quietly while the legislature enacts legislation about a subject they know nothing about. They have no any idea of the impact their proposals will have in the long term.

It is time for claims professionals to speak up to defend our job and profession. We need to be actively involved in the repair of this system. I for one take pride in my career and want to be a part of the solution.

Attached to this article is letter/petition I wrote to be forwarded to members of both the Assembly and Senate insurance committees as well as the Insurance Commissioner. I am sending it to demand that we have input in the reshaping of the workers’ compensation system via a task force of claims professionals to advise the legislators on the reality of the system.

We need to go to Sacramento to make our feelings known. We need to explain in person the reality of the system that they have created.

Cut and past the letter, then hit the link to send it to:
Contact:

• John Garamendi

• California Assembly and

• California State Senators

William Nathans
bill@adjustingworld.com

Joan Lloyd is a management consultant, executive coach, workshop trainer and professional speaker. www.JoanLloyd.com, (800) 348-1944.

You hate your job. No, not just occasionally, but all the time. See if any of the following behaviors fit you:

• You have The Sunday Blues.
• You can’t sleep Sunday night.
• You find faults in people around you... Read the entire article

Deidre Rogers, RN, CAE
President of Ergovera Ergonomic Consulting
www.ergovera.com
drogers@ergovera.com

How does computer based training compare to a live instructor? How one can improve training and improve learning as much as possible? I have a long-standing interest in training and am currently exploring the latest research on these questions for my thesis. In addition, I'm developing some computer-based training tools to supplement the instructor-based training I do.

Little did I know, before I began to research this topic, that there are more learning theories than pointing devices! Some of them are very complicated and I don't know how pertinent they are to the real world. The two most interesting and relevant studies to you as managers are long and very detailed. I will attempt to decipher only the most salient parts for you.

Computer-based training can be cost effective for companies. Research suggests that computer-based training generally reduces learning time by one third. Since time is money, this can be a substantial benefit. It also eliminates or decreases the costs associated with trainers. Intranet, Internet, email-based programs, and computer CD ROMs are all used in place of a live instructor.

In addition, computer-based training increases learner control. This sounds good in theory, since it makes it makes it easier to schedule time to do the training. Unfortunately, the research shows that employees working on their own without an instructor may choose to not finish computer-based training and may not spend adequate amounts of time with it. Age is also sometimes a factor in the efficacy of computer-based learning. Research has shown that older employees generally have less interests in and worse attitudes towards computers.

The first study I looked at used computer-based training without any instructor to teach a standardized problem-solving process. It looked extensively at individual differences, with the purpose of determining which employees are able to learn from computer- based training that allows for a high level of learner control. The other study compared "Adaptive Guidance" (which has an instructor give immediate feedback, as well as recommend sequencing and specific tasks for the individual to focus on); to feedback only ("Advisement") to evaluate which one will enhance computer-based learning. This study used a complex radar tracking simulation that required subjects to track targets. Overall, they found that adaptive guidance had a substantial effect on the nature of the trainees' study and practice, self-regulation, and performance and increased learning more than feedback ("advisement") alone. Both studies emphasized that the two most important principles associated with learning are 1) practice and 2) time on task. Both looked at the effects of self-efficacy (the confidence learners have that they can learn the content of the course), as well as the learning choices people make (e.g., length of time on task). The researchers found that:

• Learners increased their knowledge with computer-based training.
• People with low self-efficacy practiced less then those with high levels of self-efficacy.
• Age, education and computer experience were not strongly associated with learners' choices.
• Adaptive guidance increased time spent on study by 25% and lead to greater learning than feedback ("advisement") alone.

As you develop trainings, look for ways to get learners to practice and study more. Having follow-up meetings to assess progress may be helpful. Consider the principles of adaptive guidance and use trainers in conjunction with computer-based training to guide employees towards the areas they are weakest on. You may want to evaluate your employees for individual differences, but based on these studies results, that appears to be a difficult thing to do.

Have a safe day,
Deidre Rogers, RN, CAE

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Committed to excellence in patient care, education and research

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