Hide captions Show captions Enter full-screen Exit full-screen locked video captions full-screen video mute video pause video picture-in-picture play video playback speed video settings Open video volume Mute Next Next Pause Play Playback speed Previous Previous Replay search Settings Back to top slide progress Submit %count% of %total% item visited %count% of %total% items visited step %count% of %total% Unmute Transcipt visited Close Move window Options Resize window Accessible text Toggle accessible text Action Alt Background audio Toggle background audio Clear and return to menu Close Captions Toggle captions Continue Ctrl Start Course Please rotate your device Enable keyboard shortcuts Filter Toggle full-screen Glossary Keyboard Shortcuts Keyboard shortcuts Start Course Captions Off On Normal Video Playback Settings Playback Speed close video settings Mute / unmute NEXT Next Menu Normal Playback Speed Play / pause PREV Previous hour hours minute minutes second seconds Replay Resources Restart Resume Search... Search in: Search Results Search Shift Shortcut List keyboard shortcuts Sidebar Toggle Slide Text Learn More To watch this video, use the preview feature in Storyline 360, upload your published output to a server, publish to Review 360, or switch to static video quality. Streaming video is unavailable for local playback. SUBMIT Submit Terms audio camera moved down camera moved left camera moved right camera moved up %count% of %total% %count% of %total% visited hotspot Use the w, a, s, and d keys to move around the 360 degree image. Press the tab key to jump to interactive markers and hotspots. 360 degree image interaction free exploration mode guided tour mode next previous label marker pause audio pause video play audio play video progress progress %total% item %total% items video video volume Toggle zoom to fit Transcript Autoscroll Notes Show timestamps Resume autoscroll Select track Transcripts Zoom to fit Continue <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Narrator: Welcome to the "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="2024 Manager Firm Element Training"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style LineSpacingRule="Single" /> <Span Text="
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style LineSpacingRule="Single" /> <Span Text="There is a “CC” (Closed Captions) button to provide text captions for all audio in the course. Support for screen readers has been included in this course with text descriptions for key images. "> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Narrator: As a Manager, you play an important role in the development and supervision of your Agents. This course combines many of the key issues you encounter in an eLearning course to provide a robust, easily accessible resource which you can complete at your convenience. We encourage you to complete this training as early as possible in the year so that you can incorporate the information into your daily operations and interactions.
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text=" "> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="Narrator: Throughout this course you’ll be given the opportunity to:
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="30" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Analyze various methods of electronic communication-including texting, email, and social media-to distinguish between professional and unprofessional approaches, recognizing the potential consequences of each.
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="30" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Evaluate situations presented in role-playing videos to identify "red flags" in compliance, commission practices, and recruiting, understanding the importance of adherence to protocols and ethical standards.
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="30" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Apply the principles of effective leadership inside and outside the office by discerning appropriate responses to complaints, ensuring knowledge of updated rules, and emphasizing the role of inclusivity and anti-bias in decision-making."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Plain" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: Throughout this course you’ll follow Adina, a First Year Partner, as she meets with Jerrell, a Managing Partner, and Lorrin, an Executive Partner at New York Life. Through Adina’s conversations with Jerrell and Lorrin you’ll learn tools to help you spot and address concerns with your agents, have challenging conversations, and develop more inclusive and effective interactions."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: Join Adina as she meets with Jerrell and Lorrin in different locations throughout her neighborhood to learn more about:
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="32" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" Start="1" Color="#FFFFFF" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Team Supervision and Electronic Communications
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="32" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" Start="1" Color="#FFFFFF" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Advanced Commission Red Flags
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="32" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" Start="1" Color="#FFFFFF" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Recruiting
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="32" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" Start="1" Color="#FFFFFF" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Leadership Inside and Outside the Office
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="32" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="Bullet" ListTypeFormat="Plain" Start="1" Color="#FFFFFF" BulletChar="§" BulletFont="Wingdings"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="And, Sales Practices.
"> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Start="1" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="You’ll be able to explore each one at your own pace and in your preferred order. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: Great job! You just covered a lot of key issues that you might encounter with your Agents. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Select Next to advance."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Thanks for meeting to go through some key issues surrounding communication.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Of course!
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="It’s so important to make sure that our agents are communicating properly. With today’s technology its tempting to just shoot off a quick text. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": It reminds me of this recent time that…A New org agent was working with a client. He typed up a text message to his client asking to confirm their next meeting. He asked if I would review the text for accuracy and let him know if it was ok to send. I quickly reviewed it and let him know it wasn’t quite ok to send. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" I reminded the agent that all business-related texting is required to be done through Hearsay, regardless of what may be popular at the moment. This ensures that all New York Life communications are monitored and comply with FINRA requirements. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" I’m glad the agent checked with you before sending. And I assume all managers also use Hearsay? 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Yes! It’s important that we model appropriate communication. If our Agents see us not using Hearsay for all business-related text communications, they may think its not important. Plus, Hearsay numbers are free for managers once they take the Hearsay training. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Make sure you and your Agents are also using Company email when you’re sending and receiving emails. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="I know we have a team that monitors incoming and outgoing emails. Do you tend to get a lot of feedback from the Email Monitoring Group on the emails your agents send?
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Most of the feedback is intended to be preventative and proactive, providing you the opportunity to guide your Agents to avoid similar mistakes moving forward. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="What kind of flags do you see?"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Do you ever have Agents that don’t want to follow the guidelines around using Company email or Hearsay for electronic communications?
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" It’s happened a few times and its usually because the agent doesn’t fully understand the importance of these regulations. When you’re able to provide a meaningful response to their objections, the agents are understanding. Check out these common objections and the appropriate response to each one."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style /> <Span Text="No audio." /> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Thanks for the advice on how to talk to agents about their concerns! Some of my agents just prefer to communicate over the phone.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" There are definitely some instances when the phone makes more sense. However, there are some key things to keep in mind, particularly when it comes to prospecting new clients. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="New York Life provides guidelines to protect you, your agents, and the company. Make sure your agents are aware of these guidelines and coach them on using them. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Keep in mind that failing to follow these rules puts New York Life and Agents or Managers at risk. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="The agents in my office are really good about following all of New York Life guidelines in regards to email and phone communications. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="They actually spend a lot of their time on social media. And they all know they need to keep their social media accounts connected to Hearsay!
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" That’s great that they are good about keeping their accounts connected. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="That reminds me of this time a few years ago that…
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="One of the Agents in my office hadn’t kept their social media accounts up to date while they were out on leave. When they returned, they couldn’t remember their password to connect to Hearsay so they asked me if they could make the updates and connect to Hearsay later. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="The agent was able to find her password information and reconnect her accounts. She then mentioned she wasn’t sure what she was allowed to post or private message."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Thanks for pointing out where to direct my agents. And none of these guidelines we’ve been discussing apply to personal social media accounts, right? 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="The guidelines are a little different when it comes to personal social media accounts. And it is important for them to be careful. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="I recently heard about an incident at a competitor … An Agent shared a social media post about a culturally significant holiday and included a comment criticizing anyone who doesn’t observe the holiday. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Wow! What would you have done if you were their manager?
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" In that situation I would contact my Agency Standards Manager or Managing Partner for guidance before pulling the agent aside and reminding them that their personal social media accounts represent them and in turn their business and New York Life.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="That language was lacking in an awareness of stereotypes and was based on personal bias.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="As a representative of New York Life, we must always uphold our core values of integrity and humanity. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="There’s always the temptation to post our opinions, even when they may be controversial or wildly different from what other people believe."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="What are some other challenges that you have seen that I need to avoid? 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="There are some common errors in electronic communication that we want to help our agents avoid. They should only use approved channels for business communication. Ensure opt out language is included in all business email correspondence, be sure their signature is current, and recognize what material may need preapproval, taking extra care to avoid using expired or unapproved material."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" It’s helpful to know where the common errors occur so that I can help guide my Agents. What about using AI tools to create written communications? Some of my agents have mentioned using Chat GPT to help them draft emails to their clients.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Chat GPT is a great tool to help you research, draft emails, write essays, or even learn computer code. But it’s important to use caution when using it. AI tools are still fairly new and users need to be very careful in how they are used and in reviewing the output these tools produce.
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Let me show you how Chat GPT works. Why don’t you take a minute to enter a prompt in Chat GPT so you can see how important it is to be cautious."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Be careful in how you use AI tools. Open AI tools, such as Chat GPT save data to help make the responses more accurate over time. Refer to these guidelines when utilizing AI tools."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina:"> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Wow, so much good advice today! I know the consequences of not following requirements can be pretty severe. I was just reading about 16 wealth management firms that had to pay $81 million dollars collectively for charges related to mishandling electronic communications, including personal texting, among employees and financial advisors. 
"> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="That’s right. The SEC has been penalizing firms whose Financial Advisors and employees do not use authorized messaging app."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="That’s so scary. As a manager I want to make sure that my agents are complying with federal and New York Life policies to not only help our clients and maintain our company values, but to ensure that we are not held responsible for fines. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Adina goes back to her office and wants to make sure she remembers what she learned so she can pass on key information to her team. She will have a few opportunities to check her knowledge. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: Great job! You’ve completed this module. Select Next to return to the main screen. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Thanks for jumping on a call. I’m wondering if you can tell me a little more about Advanced Commissions.
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Absolutely! Making use of advanced commissions is a great tool for agents, however its important that your agents do their due diligence to ensure that they are not entering bad business that may result in frequent reversals. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Take this situation that happened with one of my agents last year. It was right around the holiday season and I noticed that one of my agents had gotten a lot of reversals. He had always been a very dependable agent so I was tempted to give him the benefit of the doubt. However, as a manager its my job to pay attention to any red flags I might encounter. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": As with any flag, I knew I had to investigate. I met with my agent to get their explanation for why they suddenly had so many reversals. 
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="I also reviewed the cases with our ASM and MP who reached out to the Home Office for additional insight.
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="It turns out in this case, the agent was targeting a new market and many of the prospects were unable to pass underwriting. However, he did have too many reversals which resulted in an unfavorable lapse ratio. I worked with him to develop additional strategies for performing due diligence in a new market. He actually gets rewards for lapse allowances now! "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Wow! I’m glad that you were able to work with him to improve his lapse ratio.
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Yes, I’m glad that I was able to step in to help him avoid losing his advanced commission privileges.
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What happens if an agent gets their advanced commission privileges revoked? Can they ever get them restored?
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Sure! And if you’re asking your zone to have privileges restored you need to consider on what basis you’re asking for that. You must have very strong reasons to ask for an agent’s privileges to be restored - they were revoked for a reason!"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": You need to be prepared to manage any exceptions that are granted if an agent’s privileges are restored.
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": That makes sense. Are there any additional steps we should take before recommending a reinstatement of advanced commission privileges?
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Don’t just take the agent’s word for what happened. Find out as much as you can about why their privileges were revoked. Check out the Enhanced Compliance Profile System (ECPS) and determine if there are other relevant flags that should be examined, including whether an agent’s own business was part of the flag. If you don’t have access, consult with another member of management team who does. Review the flag with your ASM and MP before taking it outside of the GO. 
"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": It’s probably just easier to help agents avoid getting on the list in the first place!"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator"> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": "> <Style FontFamily="Effra Pro" FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Adina gets off the call and reflects on what she just learned about advanced commissions. She wants to be sure her team completely understands so that they can take advantage of them. She will have a few opportunities to check her knowledge."> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontFamily="Effra Pro" FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontFamily="Effra Pro" FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Great job! You’ve completed this module. Select Next to return to the main screen. "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Can you talk to me a little bit about the recruiting process for new agents? An Agent in my office recommended one of their friends. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Yeah, you’ll start out by putting the candidates name into the system. Then reach out and schedule a screening interview. Once that’s complete the candidate will complete the cap assessment. You’ll leverage the results of the CAP assessment to continue a conversation with the candidate about moving forward during the selection interview."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Our office has been actively working to avoid bias in our prospecting. I imagine we want to have the same focus when recruiting new agents."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Absolutely! "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin:"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" There was a time when I was just starting out in my career at a completely different company… The District Manager had scheduled a screening interview with a candidate in the office. When he arrived she looked taken aback by his appearance - tattoos and piercings. After the interview I asked how he was. She responded with “Actually, I’m shocked. I didn’t think he was going to be that good.”"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Imagine if she had let her personal bias get in the way of an excellent candidate? When we make assumptions based on our preconceived ideas we risk not hiring the best candidate. Plus, when we hire Agents from a variety of different backgrounds, it opens up markets for us that were not previously available. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="It's important to be aware of our personal bias in recruiting."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Do you have any recommendations to help me avoid making decisions based on my perceptions as I recruit new agents?
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="This first thing you want to do is to acknowledge that we all have bias and start to work on why you feel that way. Begin to learn more about why you might feel that way. When we work intentionally through our biases we are able to strip away what we thought we knew.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Harvard offers some great Implicit Bias tests that can help you identify where you may have some bias."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=":"> <Style FontSize="10" FontIsBold="True" FontIsItalic="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" "> <Style FontSize="10" FontIsBold="False" FontIsItalic="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Once I’ve done the initial screening with a candidate, they take the CAP Assessment?"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=":"> <Style FontSize="10" FontIsBold="True" FontIsItalic="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" "> <Style FontSize="10" FontIsBold="False" FontIsItalic="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="That’s right. The test rates candidates on 14 different attributes and includes questions about past roles. The CAP scorecard gives an idea of how a candidate thinks and gives a recommendation of whether to proceed or proceed with caution. There’s no pass/fail, it just gives a good idea of whether we’re a good fit for each other. And the results should never be the sole reason to discount a candidate. We want a good candidate, and we want them to be happy."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What happens if everything is going great with a candidate – they came highly recommended, their CAP assessment recommended you proceed, and your selection interview was promising – and then you find out they have two settled complaints against them for over $15,000?"
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": FINRA implemented rules in 2021 - Rule 1017(a)(7). Firms seeking to hire candidates with certain “risk events” in the most recent five years have new obligations. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Risk events include one or more “final criminal matters” or two or more “Specified Risk events” that are specifically laid out by FINRA.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="In this case, two settled complaints against them for over $15,000 fall into that category.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What are the new rules?"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina:"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" If this is the case, what is the best way to communicate this with the candidate?
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="If we have a candidate to whom this applies, they would also be ineligible for hire under NYL’s hiring guidelines so we would work with the Zone Chief Operating Officer on how best to communicate this to the candidate. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="On Adina’s walk back to the office, she reflects on what she just learned about recruiting. She wants to be sure that she recruits the best candidates for her team. She has a few opportunities to check her knowledge."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Great job! You’ve completed this module. Select Next to return to the main screen. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Being a leader definitely has a lot of responsibility.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="That’s right. Effective leadership is important inside and outside of the office. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="This includes any company events you might plan. Let me tell you about a time I planned a BBQ for my team to celebrate record sales. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell:"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" Everyone was having a really good time when one of my agents brought up the upcoming election. She assumed that everyone there felt the same way about the candidates. This was not the case and a guest of another agent responded with harsh words about her candidate. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": I’m glad that you were able to de-escalate that situation.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Whether inside or outside the office, it is your responsibility to address situations where someone may not feel psychologically safe at New York Life. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Its also important to keep this in mind when you’re planning the events. For example, if you’re aware that someone on your team has a disability, you’ll want to make sure that your events accommodate that disability. Say someone on your team is in a wheelchair, you’ll need to ensure that they are able to enter and exit the event in an equitable manner. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What do you mean by psychological safety? "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Amy Edmondson defines psychological safety as “a belief that one will not be punished or humiliated for speaking up with ideas, questions, concerns, or mistakes.” Psychological safety is one of the top indicators of a successful team. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Do you have any other tips for encouraging an environment of psychological safety? "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="No Audio."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell:"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" I also try to model the importance of psychological safety when I’m handling any complaints made against my agents."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": One time…. I received a call from a client about a purchase they recently made from one of my Agents. The client did not believe that the product met the stated goals. They were upset, confused, and seeking assistance. I brought the complaint to the Agency Standards Manager who forwarded the complaint to the Complaint Review Unit. As part of the resolution process, we met with the agent. We demonstrated concern for our Agent and asked questions which helped us recognize a learning gap for the agent which we addressed with her. Because I had worked so hard to foster an environment of psychological safety, this ended up being a huge learning opportunity for her. She is now consistently one of my top Agents.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text=""> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Thanks for sharing. I want to ensure all of my agent’s feel they’re welcome in any environment."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": I wanted to ask you a little bit about paying for work sponsored events for your agents, how do you pay for them? Do you use your discretionary funds for that? 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": For any business entertainment expenses for events open to all employees and agents in my office I use discretionary funds. And I always make sure to submit my expense reports in a timely manner. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What are some examples of permitted discretionary fund expenses?"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": That’s really helpful information. Are there any other business activities or rules I should be aware of when working with agents? 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": It’s important to understand the location requirements for your agents if they are considering moving business locations. There are actually updated transfer rules this year that even experienced Managers need to be aware of."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": That’s good to know. Do you run into this often? 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Not often, "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": But there was this one time that…One of my top Established Agents wanted to move their business location to be closer to their aging parents. Although in the same state, his new location was 400 miles away and closer to another GO. He wasn’t sure what the process would look like and reached out for guidance."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No Audio."> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": The Agent decided to transfer to a new GO to make the process easier. I made sure they updated their form U4 within 10 days and verified that there were no additional updates needed to the form.
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": If the Agent is transferring across state lines they must determine the current licensing and registration requirements for the state and make sure they are licensed correctly. They can find this information on Infocentral."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": What if an Agent just wants a leave of absence? How do you handle that? 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": The rules for leaves differ depending on the agent contract and the type of leave requested. I recommend that you work with the MP when an agent requests leave. Depending on the circumstance, the Zone may contact HR for guidance. 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Keep in mind that New Org Agents on a Training Allowance (TAS) plan that qualify for a leave would also benefit with a reduced production requirement based on the number of months not on leave. You can find more information on this by visiting State leaves for TAS agents (newyorklife.com).
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Note that leave policies are different for Military Leave/Duty."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Being a Manager is so challenging. How do you manage the stress of all of it? 
"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": It’s important to take care of your mental health. In addition to my daily yoga practice I access the New York Life provided benefits and resources."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Adina heads back to her own office and thinks about how important it is to be a good manager both inside and outside the office. She has a few opportunities to check her knowledge."> <Style FontFamily="Effra Pro" FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Great job! You’ve completed this module. Select Next to return to the main screen. "> <Style FontSize="10" FontIsBold="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="During my time as an Agent I got a lot of experience selling. However, now that I’m a Manager I know I can no longer sell. Can you tell me a little bit more about sales practices for Managers?"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Of course! One of the biggest temptations I had when I became a new Manager was not selling or making recommendations to prospective clients."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin: "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="A few years ago…One of my Agents had invited me to attend a meeting with a prospective client. The client was unsure about whether they wanted to purchase a policy and the Agent figured that if I came it would help eliminate some of their fears. However, at the last minute, the Agent’s child got sick and he had to stay home. He asked if I could still take the meeting and provide the necessary recommendations. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Multiple" LineSpacing="21" SpacingBefore="0" SpacingAfter="8"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=":"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Could you just direct the Agent who wasn’t able to make the meeting to work with another Agent and then split the commission? "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=":"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Depending on the complexity of the case and the type of products which might be discussed, this might be a favorable solution. However, I recommend that both agents understand and agree to any commission splits before meeting with the client. And, you will want to understand the potential impact to triggering the new agent if the agent is not yet triggered. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" BulletFont="Arial" /> </Style> <Span Text="No audio."> <Style FontSize="10" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Adina"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Do you run into any other concerns with Agents? For example, situations where Switching may occur?"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Jerrell"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Sometimes, but its more common to see Replacements. In these cases it’s the Selling Agent’s responsibility to document how and why the client is better off with the new product. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="
"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=": Be particularly aware of overselling, which is also a form of replacements, when supervising New Org Agents. "> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="0" SpacingAfter="0"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Lorrin"> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=":"> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text=" "> <Style FontSize="10" FontIsBold="True" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="I was working with a new org Agent who had a client who had lapsed on their policy while on a 6 month sabbatical. She began to write a new policy for them and asked if I had any recommendations. I let her know that this would actually fall under the statutory definition of a replacement and it would trigger additional requirements. What she didn’t realize was that she could more easily reinstate the prior policy, which was in the clients best interest. She did this and the client was very pleased and even recommended additional prospects to her."> <Style FontSize="10" FontIsBold="False" FontIsItalic="False" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> </Block> </Content> </Document> <Document xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema"> <Content> <Block> <Style FlowDirection="LeftToRight" LeadingMargin="0" TrailingMargin="0" FirstLineMargin="0" Justification="Left" LineSpacingRule="Single" LineSpacing="20" SpacingBefore="6" SpacingAfter="6"> <ListStyle ListType="None" ListTypeFormat="Parentheses" Color="#000000" BulletChar="§" BulletFont="Arial"> <BulletPicture Size="0x0" /> </ListStyle> </Style> <Span Text="Narrator: "> <Style FontSize="10" FontIsBold="True" ForegroundColor="#FFFFFF" LinkColor="#FFFFFF" /> </Span> <Span Text="Adina heads down the hall back to her office and thinks about the advice she received about sales practices as a manager and how she can use it to help her Agents. 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