In both liability and worker's compensation claims people are emotional about what has happened and how they deserve to be compensated. These can be very difficult cases to settle because they are negotiated from an emotional, rather than a logical, perspective. When negotiating with someone who feels wronged, there are specific techniques to use to allow the person to be heard, feel vindicated, and yet still settle within a reasonable range. The key to this negotiation and compassionate communication. This course will teach adjusters and examiners how to effectively negotiate these claims through the use of communication techniques that foster settlement rather than discord.