RIBO Management CE Courses
These RIBO Management accredited courses are all included as part of the ILS General CE Course Subscription
The ILS General CE Course Subscription contains over 185 provincially accredited courses including 21 courses that are RIBO accredited in the Management Category.
Privacy Rules and Guidelines for all Producers Parts 1 and 2
Who should take this course? Brokers & all Office Staff. This course is designed for all practicing brokers, including any and all support and administrative staff that collect, use or disclose a customer’s personal information in the course of their duties.
Topics covered:
Understanding Privacy Laws
• Definitions
• general requirements
The Principles Begin with Accountability
• 10 principles of the privacy code
• Principle 1 – Accountability
Identifying Purposes and Consent
• Principle 2 – Identifying Purposes
• Principle 3 – Consent
• Principle 4 – Limiting Collection
• Principle 5 – Limiting Use, Disclosure and Retention
• Principle 6 – Accuracy
• Principle 7 – Safeguards
• Principle 8 – Openness
• Principle 9 – Individual Access
• Principle 10 – Challenging Compliance
PIPEDA Explained - Legislated Privacy Standards for Every Business Parts 1 - 3
The courses in this series include:
Part 1. Becoming PIPEDA Compliant: How to Build A Privacy Protection Policy for Your Brokerage
Part 2. Becoming PIPEDA Compliant: How to Build A Privacy Protection Policy for Your Brokerage
Part 3. Becoming PIPEDA Compliant – The Role of the Privacy Commissioner
These courses focus on the specific internal guidelines and procedures you can implement in your brokerage to safeguard the privacy rights defined in PIPEDA and other relevant laws.
Ethics and the Insurance Professional Parts 1 - 3
Insurance brokers are faced with a variety of ethical decisions every day, in their dealings with clients, insurance companies and other brokerage staff. This three-part video course is designed to help insurance professionals better understand the ethical conflicts they may face in their business dealings.
This online video training course also discuses how in your job as an insurance broker, your personal values may be in conflict with those of the management in your brokerage.
Finally, you will be provided with approximately 30 scenarios that call for you to make a decision on how you would have acted in that situation. Your answer will then be evaluated as to whether that behaviour was ethical.
Steps to Becoming a Great Boss
In this course, we will identify the rules for getting and keeping the best employees under the following headings:
- The Great Boss Success Formula
- Follow the Leader
- Will the Real Boss Stand Up?
- Lose Customers or Lose Employees
- Mediocrity
- Hire Slow
- Hiring is a Promise
- Delegate
- Pay Attention!
- Well-done!
- Confronting
- Be Firm, Fair, and Friendly
Build a Motivated Workforce
In this course, we will look at skills required of all effective leaders in order to recognize and reward employees.
Developing a Customer Service Program for your Business
Developing a Customer Service Program for your Business
People today are making their buying decisions based on how they want to be treated. They want to experience great service and they will search out businesses who will provide it. If customers don’t get what they want from us, they’ll go to a competitor.
Outline:
- Why Do We Need a Formal Customer Service Program?
- Designing a Customer Service Program for Our Brokerage
- Components of a Formal Customer Service Program
- Element One – Developing a Service Strategy
A Structured Approach for Terminating Employees
Whether you are faced with terminating an employee because of down-sizing or because that employee no longer fits within the company, there are certain steps to take to ensure this difficult task is done professionally and legally. This course examines the process to take and considerations to remember when terminating an employee.
Outline:
- When Should You Fire an Employee?
- Planning Prior to the Termination
- The Termination Interview
How to Analyze Effectiveness of Your Customer Service Program
The service experts all agree that every time a customer leaves our premises, they will form an opinion of how well they have been served. If we do a good job in meeting their service expectations, they will be satisfied, tell others, and come back. If we don’t do a good job, they won’t be back and worse still, they will tell others about we’ve failed them.
The message provided in this workshop is simply this: Develop a formal customer service program before your competitors do – it will help you to grow and prosper!
Improving Your Management Skills - Parts 1 and 2
This course examines the skills required of all effective leaders. An examination into how to set standards, create a strategic vision, decision making and crisis and change management is included. An in-depth review of interpersonal relationships and organizational tasks including hiring and firing is included.
This course is based off of information found in the book “Rules & Tools for Leaders – A Down-to-Earth Guide to Effective Managing” by Major General Perry M. Smith, Ph.D.
Outline:
• Thirty Important Leadership Fundamentals
• Taking Over
• Setting Standards
• Creating a Strategic Vision
• Establishing Priorities
• Making the Big Decisions
• Decentralizing and Getting Feedback
• Leading During Change and Crisis.
• Dealing with the Downside
• Handling the Media
• Working for the Big Boss – 9 Types of Bosses and What Makes Them Tick
• Hiring – How to Recruit and Select the Right People
• How to Take Care of your People – Rewarding and Promoting Employees
• How to Counsel Associates re: Performance Issues
• Complimenting Creatively to Promote Individual and Organizational Morale
• Teaching and Reading – Two Duties of All Leaders
• Firing Employees – It Goes with the Territory
Basic Customer Service Skills - Parts 1 and 2
What gives insurance brokerage a competitive advantage? In many cases, great customer service helps propel the success of one brokerage over another. This course examines how creating happy customers is reflected in the ‘bottom line’ of an insurance brokerage.
Outline:
- Achieving a Competitive Advantage
- First Impressions Are Important
- Acknowledge Customers – Always
- Greet Customers Warmly – Act Like You’re Happy to See Them
- Be Enthusiastic About What You Do – Attitude Does Make a Difference
- Product Knowledge
- Be Reliable
- Be Willing to Go the Extra Mile
Developing a Formal E and O Program for the Brokerage (PL or CL Brokers) - Part 3
While protecting insurance consumers with E&O insurance is a good thing to do, a primary focus of the brokerage should be on adopting and implementing a formal E&O program that applies to everyone in the brokerage.
The best way to control the brokerage’s E&O exposure is to implement needed controls and procedures into every aspect of the brokerage’s operations, regardless of brokerage size.
The specific details of the brokerage’s E&O program must be in writing. When brokerage controls and procedures are not set down in writing, you really don’t have an E&O program at all. Instead, everything that is done in the brokerage to prevent E&O claims is done on a “hit” and “miss” basis. In addition, brokers may not know all the things they should be doing to prevent E&O claims. A formal E&O program will provide them with that information. Finally, when there is no formal E&O program policy, it makes it easy for the negligent broker to say after an E&O claim has been filed that “I didn’t know we were supposed to do that”. It is only logical that when there is a lack of controls, there is an accompanying increase in the potential for E&O claims.
Cyber Risks for Insurance Professionals
Introduction to Cyber Risks for Insurance Professionals provides information about the many ways in which cyber risks can influence the insurance industry and participants. Taking the approach that knowledge can reduce risks, the course deals with the most common threats presently experienced and focuses on efforts to counter the threats.
Topics include:
- The role of insurance in protecting against cyber risk.
- An overview of the various threats experienced by the largest industries in Canada.
- The technical terms associated with cyber risks; cybersecurity and cybercrime.
- Risk factors and risk management topics.
Laws and legislation, and those presently under consideration, for dealing with cybercrimes
Using Employee Feedback
In this course, we will deal with:
• The importance of providing good customer service
• The role of employees in developing a Customer Service strategy
• How to empower employees
• Developing a Reward System
• Creating a Service Environment
• What Our Customers Want
Categories of E and O Claims - Part 2
According to business experts, E&O claims are preventable. If we accept that, the next question is, “What can we do in our brokerage to prevent an E&O claim”? As a first step, we need to know the categories and/or sources of E&O claims and, once we know that, we can start developing a formal E&O program to prevent them from happening. In this Part, the focus of our study will be on 10 Categories and/or Sources of E&O Claims.
Credit Insurance - A Commercial Broker's Opportunity for New Revenue and Client Retention
For the broker, credit insurance can be a new source of income with a low administrative burden. It can be your competitive advantage over the competition by enabling you to provide additional protection to your existing clients or a solution that opens the door to new customers.
This 4-chapter course will give you a solid background on Credit Insurance. In the first chapter you will learn what credit insurance covers. The second chapter will provide you with an understanding of a credit insurance policy. Chapter 3 will discuss the growth of credit insurance nationally and globally. The fourth chapter will outline the role of the broker and how to find credit insurance customers.
Financial Management of Brokerages
Financial management is the big-picture enterprise of which record-keeping is one significant activity. Overseeing the assets, liabilities, capital structure, income and expenses of the brokerage to support its profitability is the function of financial management. In order to produce the “numbers” that add up to success, managers must possess the skills to orchestrate all the elements that contribute to the financial picture.
By the end of this course you will be able to:
- Describe the main activities that comprise the financial management cycle
- Describe the concepts involved in managing incomes and expenses
- Explain tax factors regarding employee compensation and equipment leasing
- Explain how to measure brokerage performance through financial analysis
Guidance on Fair Treatment of Customers
Lesson 1 of The New Guidance on Fair Treatment of Customers addresses the creation of the Guidance document, its purpose and scope, as well as an explanation of the document’s impact on five key areas of the industry’s activity. Lesson 2 of the course deals with the Customer Outcomes the industry hopes to achieve, as well as the specific attitudes and practices on the part of industry representatives which will accomplish these goals. There are twelve distinct outcomes articulated and for each of these outcomes there are behaviors which can be observed and monitored.
Successful participants of the course will:
- Understand the purpose and scope of the Guidance document
- Be able to explain the way the conduct of insurance business is supervised
- Know the importance of acting in compliance with the laws, regulations and guidelines to which representatives are subject
- Understand the importance of protecting the privacy of Customer information
- Possess the vocabulary, the understanding and the knowledge-base for explaining and discussing the issues around the Guidance document on the Conduct of Insurance Business and Fair Treatment of Customers.
Preventing Workplace Violence and Workplace Harassment Course for Ontario - Supervisor Version
This course provides supervisors with instruction on the topic of preventing workplace violence and workplace harassment and Bill 168, that became law on June 15, 2010. The course material has been taken directly from a variety of Government publications (with minor editing for clarity) including those of the Queen’s Printer for Ontario, and has been gathered here for the express purposes of providing an understanding for the public on the subject of the laws in effect covering violence and harassment in the workplace.
The E and O Exposure - Legal Considerations Part 1
Topics discussed in this Part include:
- Why Separate Policy Needed
- E&O Claims Increasing
- Scope of E&O Insurance Policies
- E&O Insurance Mandatory in Some Provinces
- Standard of Duty of Care Expected of Insurance Agents and Brokers
- Theories of Liability – How our Legal System Determines the Standard of Duty of Care we owe to our Clients
Workplace Bullying – Employer
Total of 1 RIBO Management CE
Understanding Workplace Bullying & Tools for Safeguarding an Organization from Bullying Behaviour.
Workplace Bullying is unwanted behavior. Laws are currently in place or being developed to stop this behaviour. This course provides the knowledge needed to determine whether a problem exists in a workplace, how to prevent incidents of bullying, and how to keep organizations free from the effects of this degrading behaviour.
The course is divided into five modules with a final exam:
- Identification of Workplace Bullying and the Law
- Developing a Workplace Bullying Prevention Program: Identify the Hazards / Risk Factors
- Preventing Workplace Bullying: Policy Development
- Developing a Workplace Bullying Prevention Program: Formal Resolution Process / Educational Programs
- Conclusions
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The ILS General CE Course Subscription also includes courses accredited in the Technical and Personal Skills RIBO Categories.
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