Florida Insurance Claims Adjuster License Practice Exam

The successful adjuster/negotiator understands that communication includes all of the following EXCEPT?

1. Verbal and non-verbal messages

2. Questioning

3. Listening

4. Decision-making

The correct answer is: Decision-making

The unsuccessful adjuster/negotiator does not recognize that decision-making is not excluded in communication. While non-verbal messages, questioning, and listening involve gathering and interpreting information and using it to make decisions, it is not the same as the process of decision-making itself. Decision-making refers to the actual act of selecting a course of action or making a judgment. Effective communication involves all of these components, but decision-making is not a part of the communication process.