 Developing a growth mindset requires one to read, to pursue knowledge from unfamiliar arenas and to keep pace with changes in the modern context. We had the pleasure of reading and reviewing Network Beyond Bias: Making Diversity a Competitive Advantage for Your Career by Amy C. Waninger. Amy asks many key questions, perhaps the most pointed being, “How diverse is your network?” Expanding your perspective will enable you to broaden your network which will unlock pathways to opportunity that you would otherwise miss. Through personal stories and some very practical tools, Amy helps the reader to navigate areas that many are uncomfortable with. Network Beyond Bias is a significant resource for growth minded professionals who want to thrive in the modern economy. The benefits of reading on broad topics as a growth minded professionalWe all know that we should read more, but with so many items competing for our time reading often draws the shortest stick. The benefits of reading have been told to us over and over. Harvard Business Review has a catchy title, For Those Who Want To Lead, Read, in which the author challenges that the history of success is full of, “Business leaders who believed that deep, broad reading cultivated in them the knowledge, habits, and talents to improve their organizations.” When selecting content for personal and professional growth, the material we choose should inform, challenge and expand our resource capacity. Author Amy C. Waninger provides an opportunity for those in a position of leadership to broaden their understanding and ability to navigate the complexities of diversity. The necessity of understanding the modern context as a growth minded professionalWhile diversity in the workplace is not a new reality, the modern context has brought to light broader perspectives. Amy asks four key questions in the introduction, one of which sticks out as pertinent to any person who wants to develop themselves and their ability to reach their potential in any industry, “Is your professional network as diverse as the workforce and community around you (p.5)?” If we are not aware of where we stand we stand to miss out significantly on opportunities to meet new people, learn new things and open new doors. Networking Beyond Bias helps brings modern topics to light and makes them approachable both by explaining them while sharing personal stories of victory as well as failure. Personal growth starts with a willingness to be a part of the solution and taking time to listen. The importance of understanding oneself as a growth minded professional Amy does a good job of walking the reader through confronting unconscious bias as a baseline for opening oneself to embracing diversity. In chapter two we see how our values, sense of self, perception of others and experiences are core to our interactions. “We define ourselves relative to others, and we evaluate others relative to ourselves (p.20).” Operating in this unconscious bias only limits our personal and professional growth. To break this cycle we have to intentionally confront this reality and transform how we think by expanding our information base through networking. Perhaps the two most applicable tools of Network Beyond Bias are two acronyms, first the C.H.A.M.P. network which starts in chapter 11 and the I.G.G.N.O.R.E. test from chapter 32. Networking in this fashion opens yourself to see how many resources you have in your existing circles that can help you develop greater diversity, growth and opportunity. Developing a diverse network as a growth minded professional starts here and nowNetwork Beyond Bias creates the case that diversity is the key to unlocking your potential and advancing your ability to navigate the modern economy. “Just as you wouldn’t put all of your financial eggs in one basket, you also need to diversify your professional relationships (p.93).” Whether you need to be convinced that your current network needs to be more diverse or need help in finding ways to expand, the C.H.A.M.P.S. test is a good place to start. This acronym stands for Customer, Hire, Associate, Mentor and Protégé. Chapters 11 through 16 break down these categories with practical insights to help you identify and build a more diverse network. Start with who you are and where you are. If you are willing to confront these two realities then the tools Amy provides in this book will serve to accelerate that process of growth. Opening yourself to new opportunities, asking questions of people you trust and listening have great power in further unlocking your potential. Awareness leads to understanding and action as a growth minded professionalThe sub-title for Network Beyond Bias is Making Diversity a Competitive Advantage for your Career. Diversity is a complex issue that extends through many sub categories from the primary segments that we are familiar with in relationship to discrimination such as gender, race, age, ethnicity and religion. Our willingness to understand is directly proportionate to our ability to succeed. “Invest in people and ideas outside your own norms to create opportunities for yourself and others (p.95).” In chapters 17 through 23 Amy walks through these categories with practical insights for professionals at any level. Chapter 21, Gender Identity: A Primer for People Who Just Don’t Get It, goes into greater detail on this topic including a lexicon, questions to avoid and ways to show respect to individuals. Amy shares her vision as well as lessons learned the hard way throughout the book. Even if you set out to understand and impact these issues, you will make mistakes, it’s how we deal with those events that makes an impact on our personal and professional trajectory. Honest and ongoing assessment is required to continue your success as a growth minded professionalWe discussed the C.H.A.M.P. network as the starting point for building a diverse network. In Chapter 32 Amy provides a grid that will help anyone answer the questions, “How diverse is your network?” Once you have your CHAMPs list, we can plug in the data to determine where we stand with regards to diversity by cross referencing with another acronym, I.G.G.N.O.R.E. To expand and develop a diverse network we need to understand where our CHAMPs fit into the categories of Industry, Generation, Gender / Gender Identity, National Origin / Native Language, Sexual Orientation, Race and Ethnicity. The final E in IGGNORE is for Exchange, this is where we determine the depth of these relationships. Exchange measures how deep we have shared personal stories with these persons, “Do you know the values, challenges and worldviews that make your CHAMPs who they are (p.198)?” Knowing your network starts the process of being able to expand your network as well as your pathway to long term success. Growth minded professionals see the value in engaging diversity and inclusionIf you feel like the world is changing, you are correct. One of the few constants is that everything is changing. The rate of change is increasing exponentially. Professionals at every level can lead at any level, which is also the name of Amy’s organization (see more at leadatanylevel.com). This organization, “Promotes in-the-trenches leadership, diversity and inclusion, and career management through mentoring, public speaking engagements, and other offerings.” Understanding the evolution of diversity enables professionals to engage the marketplace and leaders to navigate the workforce with success. Chapter 31 provides Seven Questions for Self-Reflection which should be referenced on a regular basis as well as a guide to Recovering from Honest Mistakes which again includes a personal story from Amy. Network Beyond Bias reminds us to recognize the value to ourselves and others by engaging diversity. In writing this book, Amy has provided a roadmap to personal and professional development through the rewarding subject of workplace inclusion. Resources for professionals wanting to learn more about diversity and inclusion1. Review our interview with Amy C. Waninger 2. Invest in a copy of Network Beyond Bias 3. Connect with Amy on social media 4. 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Understanding diversity and inclusion in the workplace is critical to success in the modern economy Diversity and inclusion are complex topics woven into the fabric of society as well as the current workplace environment. Our personal and professional development requires that we engage these issues in order to better understand this context and thrive in the modern marketplace. Amy C. Waninger has risen within the insurance industry as a key voice in helping professionals broaden their perspectives and achieve success in their journey. While some approach with trepidation, Amy helps to cast these subjects in another light, reminding us that failure to engage serves only to limit opportunities. In her book, Network Beyond Bias, she challenges us to, “Invest in people and ideas outside your own norms to create opportunities for yourself and others (p.95)." Her acclaimed book informs as well as inspires with insights that will educate the reader, including personal stories that help to make these topics approachable. We were grateful that Amy took a few moments out of her busy schedule to correspond in this interview. Do I understand correctly that you background is in software and IT? What brought you into that industry and how far have you gone with it? My first Bachelor's degree was in Criminal Justice, and I aspired to practice Civil Rights law. Just before graduation, I learned how much law school would cost. Then I learned the meaning of the phrase "pro bono." I decided instead to join the workforce, but I struggled to find a position that offered a path for growth. On the advice of a friend, I went back to school and earned a Bachelor's degree in Computer Science. The industry appealed to me because there was a shortage of software developers at that time, at the height of the Y2K frenzy. There were a number of bubbles and bursts in the years that followed, so I learned how to adapt quickly. I spent the last twelve years in progressive management roles, the most recent decade within the insurance industry. The highest position I have held is a Senior Management role within a Fortune 100 company. You started Lead at Any Level over a year ago, what was the impetus to get this venture off and running? A few experiences converged that led me to start a blog in 2017. First, I had been participating in Employee Resource Groups (ERGs) that had been launched by my employer. I was surprised and excited to learn that there was a business appetite for messages around diversity, equity, and inclusion. At the same time, I earned my Chartered Property Casualty Underwriter (CPCU) designation, a prestigious award within the insurance industry. The CPCU conferment in 2016 marked the first time I'd ever attended an industry conference. The experience was inspiring, and I began to think about how I could contribute to the industry beyond my "day job." I submitted a proposal for the following year's CPCU conference, and the committee accepted my proposal. I began working on the hour of content I would need to deliver for the conference. A couple months later, I attended the Out Women in Business Conference, where I met Jennifer Brown, a Diversity & Inclusion consultant and TED speaker. An idea began to form in my mind that I could build my own business around my passions. I blurted out my idea to Jennifer, and she said, "You totally should!" It seems silly, but that was all the encouragement I needed. I began building a social media presence, writing content for my blog, and developing workshop outlines to submit for conferences. What is one thing that is harder than you thought it would be as an entrepreneur and one thing that turned out to be a bit easier than you expected? For 2018 alone, I've booked over 35 public speaking engagements, including workshops, webinars, keynotes, and podcast interviews. I also wrote and published a book, which I'm sure we'll cover later. It's been a lot of work, but it's all been fun for me. Even the book was much less of a challenge than I expected, once I enlisted the right coach to help me through the process. The "hard" thing I didn't expect has been to develop services beyond the talks, and articulating to prospective clients what I have to offer. Take a moment to talk about the concept of Lead at Any Level, the name and concept is powerful and for me invokes the idea that we shouldn’t be waiting to become leaders but engage in leading from where we are. Can you elaborate on what you envision for leading at any level?
Not only did you start a business but you also wrote a book, Network Beyond Bias: Making Diversity a Competitive Advantage for Your Career. What did you see in the professional experience that prompted you to put pen to paper and speak into this area of need?  Naming the book was as important to me as naming my business, so please allow me to answer your question by breaking down the title. Networking is a critical career management and leadership skill. Many of us fail to recognize our default behaviors or the perspectives that are missing in our networks. We may not be able to overcome or undo the biases that cause us to limit ourselves, but if we recognize them, we can move beyond them. I also wanted to be clear that the book is a tool for individuals' careers. So much literature exists on what companies or executives can do, and I felt there was an unanswered question in the marketplace: "Yes, but what can I do?" What in your personal and professional experience has brought you to the place where you feel so passionately about making a difference with regards to diversity and inclusion? Diversity and inclusion was important to me before I even knew what to call it. There are so many examples, anecdotes, and personal stories I could share -- and I do share many of them in the book. The common thread, I guess, is that I firmly believe everyone should have the opportunity to do their best work and contribute as much as possible to the world. There are so many problems to solve, and we need everyone's gifts to solve them. For those who are reading that are in a position of leadership what is one simple step they can take to make progress towards making a positive impact for diversity and inclusion within their teams? For current leaders who want to be more inclusive, start seeking diverse perspectives on purpose. If you don't do it on purpose, it will not happen by default. When I sit down with people to help them assess their professional networks, they are invariably confident that their networks are diverse. After a few minutes of putting pen to paper (this framework is described in Chapter 32), they typically say, "I have a lot of work to do, don't I?" For those who are employees, working their way up the ladder but still wanting to be a part of the change, what is one simple step that they can take to lead at their level? For professionals who are aspiring to higher positions in the corporate hierarchy, I offer this. So many corporate employees want the pay and prestige that come with leadership positions. They seek out high-profile projects, promotions, and executive sponsors. To really stand out in a company, though, you need to stand for something other than your own self-interest. Specifically, you can position yourself as a leader by being an ally to others. Resources for professionals wanting to learn more about diversity and inclusion
Encouragement is an important tool in the hands of leaders who want to create a good working environment. The dynamics of the modern workplace are challenging for leaders and managers alike. When contemplating the nature of a good working environment, another way of thinking about the nature of the topic is to correlate it with a sustainable working environment. If leaders want to create an organization that will stand the test of time, or even the challenge of tomorrow, must apply their effort to building a good culture. While many leaders feel lost when navigating the modern workplace environments, citing difficulties connecting with millennial employees, many of the most effective methodologies are also rather simple. We previously discussed the power of listening on creating a good working environment. In this article we will discuss the importance of encouragement when building a thriving team. To create a good working environment leaders need to provide encouragementEncouragement is defined as the action of giving someone support, confidence, or hope. Those in a position of leadership (PIAPOL) have to embody and exemplify these values if they want to see them practiced throughout the organization. Too often we are people of extremes, we often engage in some aspect of leadership to the exclusion of others. When addressing topics related to culture, environment and emotional intelligence the instruction provided often gloss over the realities of management. There is a balance between encouragement and expectations so that the team vision, values and purpose are carried through in the real world. Compliments are low cost and high yield investments in your most valuable assets. To create an environment of encouragement leaders need to provide supportManagement is not about finding a place of luxury within an organization, the role of leadership is to ensure those in their supervision have the clarity, resources and support to achieve success in their roles. Long time insurance agent and business owner Josh Gourley states that success for a team starts with everyone knowing their jobs and corresponding job expectations. The reason Josh believes investing in a clarity is that, “A good working environment will culminate in a culture where everyone is clearly rowing in the same direction.” Josh recognizes that in order to lead he must set an example, “What’s in my power is leading by example and regular meetings that reinforce the activities and values that make success possible. Managers should be excellent at identifying and acknowledging those activities that move the team in the right direction.” When we support those around us we contribute to their success, our collective success and our own, it’s a win-win-win. “Help others achieve their dreams and you will achieve yours.” Les Brown To create an environment of encouragement leaders need to boost confidenceTom Los who works in city management in the public sector views listening as key to providing opportunities for building confidence with employees. “I listen to my staff and then give them projects and tasks which mixes their job up. They really enjoy it. If someone has an idea, I try to embrace it as much as possible and let them do it.” Creating a good working environment does not mean that leaders cater to their team without accountability. Boosting confidence can be accomplished even when a manager has to say no to an idea without de-motivating team members from contributing creative solutions. Tom sees disagreement as an opportunity to provide support, “If I don’t see the value in the direction that one of them is proposing, I explain that to them. Sometimes by explaining how much more work it would take and who exactly would be available to manage the change they can see the need to move in a different direction.” Honest disagreement is often a good sign of progress.” Mahatma Ghandi To create an environment of encouragement leaders need to create hopeCreating hope encompasses communicating clearly on the vision, being consistent with values and developing a culture where accountability required from everyone on the team. Long time pastor Aaron Day notes, “Early on (hiring) let them know what you expect and let them know you will model this (fulfilling the expectations) for them. Acknowledge them when they do and correct them when they don’t. If they continue to do well reward (raises, praise, popsicles) if they do poorly correct, train, discipline, fire.” Even in a faith based or non-profit environment, there is still a purpose and the mission must be carried out for the team to be successful. Clarity, consistency and accountability are as essential for a good working environment for volunteers as well as paid staff. Aaron recommends a book that he says is both good and corny called Lead For God’s Sake by Todd G. Gongwer. Hope is not something magical, it comes from having a vision and a good environment with encouragement motivates everyone to remain on purpose. “Optimism is the faith that leads to achievement. Nothing can be done without hope and confidence.” Helen Keller Creating a good working environment requires encouragementThe core principles that lead to a good working environment are simple, that doesn’t mean that they are easy, but they cost very little to implement. The difference between being successful in building a good and sustainable working environment is often a few small changes in perspective, effort and follow through. Investing in encouragement, support, confidence and hope is a good place to start. Author Daniel Goleman analyzed the brain and behavior in relationship to encouragement, in his book Social Intelligence: The New Science of Human Relationships, he shares his research results. Belle Beth Cooper recaps on such finding in her article published with Fast Company Magazine, “In one experiment, the emotional tone of a leader delivering news to an employee made more impact that the news itself. When negative feedback was delivered with a warm tone, the employees usually rated the interaction positively. On the other hand, good news, such as achieving a goal, delivered with a negative tone would leave employees feeling bad.” Resources for leaders who are trying to create a good working environmentOur first segment in this series on creating a good working environment started with the topic of listening. We continue to interview and consult with leaders in various industries to draw out the practices that have made them successful in their roles. Do not allow fear of the navigating the modern workplace environment or difficulties with generational employees deter you from realizing your vision as a leader.
Please note this is one segment in a series related to creating a good working environment based upon brief interviews that we conducted with multiple professionals across various industries, leadership roles and viewpoints on the topic. Stay tuned for more. Shoot us an email or comment if you have something to say on this as well.
Learn the secrets to success writing insurance claims with the Xactimate estimating platform. The insurance claims estimating world can feel like a wandering in the dessert for restoration professionals. The frustration with the guidelines of program work and having to be reviewed by third party administrators (TPAs) can bring mitigation and construction estimators to a point where they feel lost and leaderless. Anyone who manages projects within the insurance claims industry must familiarize themselves with reading and writing Xactimate estimates. For those just beginning their journey in estimating insurance claims, you will find our Three R’s of Mastering Xactimate for Beginners to be a helpful baseline for success. The cloud of mystery that surrounds the stone tablets of this industry standard may scare and confuse many, but with the help of these ten commandments for Xactimate mastery you may find that you can achieve success. Estimating with Xactimate Commandment OneThou shalt sketch accurately. Regardless of the tools that you use, make sure that you get your sketch right. An accurate sketch is the key to creating a solid Xactimate estimate. Sketching from the site is one of the best ways to ensure you get odd corners and turns in a unique layout accurate as well as capture all of your line items. Second best is utilizing sketching programs or a good graph notebook. If you are new to sketching for construction estimates, property restoration or Xactimate, check out this video on the foundations of a good diagram. Estimating with Xactimate Commandment TwoThou cannot take too many photos. For those who started in the industry when we had to print photos or save them on 3.5 in floppy disks, there may be some hesitation to take too many photos. With modern digital technology this is no longer true. The more photos that you take the better. Always take photos of the front of loss, source, shots from all corners of affected rooms, affected materials, equipment and any unique components of the claim. Learn what carriers and adjusters are looking for as it is a terrible waste of time to have to run back out to a project just for one shot to justify a key line item. Estimating with Xactimate Commandment ThreeThou shalt label they photos descriptively. Common descriptions should include the room name and what is being represented with the photograph such as “Kitchen floor damage” or “Living room ceiling affected”. Carriers are often requesting that photos be uploaded in relationship to the sequence of rooms in the sketch, this can be easily done by dragging photos into the rooms when uploading into Xactimate. Estimating with Xactimate Commandment FourThou shalt utilize thy F9 notes. F9 notes can be used for formatting but breaking up large sections of line items into categories that make the estimate easier to read for reviewers, adjusters and your production teams. F9 notes can be used to describe how a line item is being utilized, for example DRY LF may have an F9 note of “Repair flood cuts for common wall to bathroom” especially if there is another drywall line item in the room that may be for the ceiling or separate section of wall. If you ever utilized a labor (LAB) line item you must understand that it is going to be questioned and should have an ample F9 note, photographic support for the scope being requested and best to have the designation as “approved by adjuster,” assuming that you have already discussed it with them. Communication is key, utilize this simple function. Estimating with Xactimate Commandment FiveThou shalt document your initial findings. Whether it’s a 12 hour update for a mitigation claim or a loss narrative for a repairs claim, you need to communicate the conditions you have found once you have completed your inspection. For mitigation projects you are communicating the site conditions, source and drying plan. For repairs projects you are confirming the site conditions and outlining the scope of work that you are estimating for. Samples of what should be covered in the twelve hour update as well as the loss narrative for Xactanalysis include: Sample 12 hour update for mitigation projects in Xactimate:
Sample loss narrative for repairs projects in Xactimate
Estimating with Xactimate Commandment SixThou shalt update thy adjuster in real time and document consistently. One of the keys to success for any organization or project management system is communication. A key principle for communication in the insurance claim industry is no surprises. Utilize email, text, phone calls and third-party programs such as Xactanalysis to communicate consistently and clearly with all parties. While some adjusters may have you wait until the end of a claim to compose all of your supplements and changes, you want to make sure that you aren’t waiting until then to communicate and acquire some form of written approval. You want to build relationships with adjusters and claims administrators and communication is a means to making their job easier by not surprising them with alterations to the plans previously agreed to. Estimating with Xactimate Commandment SevenThou shalt learn thy carriers guidelines. While it is impossible to remember all of them unless you are able to specialize with specific carriers, it is important to know the key rejection line items. Pay attention to what you are getting rejected for. Try to not repeat the same mistakes with the same carriers. Every carrier has their general rules as well as their idiosyncrasies. For example one carrier will want contents as CON LAB and another will want to see it as CON ROOM. It should only take one rejection for you to understand and remember which carrier prefers the line item one way or the other. Estimating with Xactimate Commandment EightThou shalt know thy line items – apply thyself to understand the process of line item approvals. If you do not want to be constantly frustrated by rejections you must quickly learn which line items will get rejected by reviewers or will require adjuster approval. When working with third party administrators (TPAs) you will have to work through layers of review and approvals based upon insurance carrier guidelines. If you have a scope of work that falls outside of the norm you will need to get in communication with the adjuster to discuss how they would like that scope of work broken down. A scope and line items that may not pass through the normal review process can be overridden if there is ample explanation through F9 notes, photos and the designation that this has been “approved by adjuster”. Memorization of line items can help boost Xactimate estimating success and expedience
Estimating with Xactimate Commandment NineThou shalt know thy line items – thou shalt understand thy line item descriptions. When you start writing estimates in Xactimate you need to take some time to familiarize yourself with what is and isn’t in a line item. As a general rule, most carriers do not want you to utilize labor (LAB) line items as in theory everything that needs to be done should be covered in a line item scope of work. For those items that are out of the ordinary you need to ensure that there isn’t an Xactimate line item that covers the work you are requesting labor for. Also, ensure that you aren’t duplicating a scope of work that is already covered in the line item while also ensuring that you aren’t cutting yourself short by missing items that are omitted from the line item description. Estimating with Xactimate Commandment TenThou shalt learn to master the tri-fecta of service, expedience and accuracy. Restoration creates the challenge of getting in and getting out expediently while providing a quality service and communicating with multiple parties. When the scope of work falls outside of the timeline requirements be sure to communicate and update frequently. Restoration professionals have to be skilled in the construction and mitigation trades, must be able to provide a high level of customer service which is grounded in communication and are required to be technologically proficient to utilize the industry tools. Insurance claims estimating mastery starts with knowing the guidelines of XactimateWhen Moses came down from Mount Sinai with the two stone tablets, there were questions and fear, but there were also some clear directives. Xactimate and program guidelines generate similar emotions but one cannot argue that there are keys to success when working with the estimating software. You can argue all you want about who gave the directives, who is interpreting the guidelines and whether the system is fair, but you also had better apply your energy to learning Xatimate’s keys to success. If you are just starting out in your estimating journey, you may find our Three R’s of Mastering Xactimate for Beginners to be helpful. Insurance claims are subject to some level of interpretation so mastering the tools of the trade is essential to achieving success with the process. Contact us for coaching and consultation with estimating, project management and process improvement.
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AuthorThoughts on personal and professional development. 
Jon Isaacson, The Intentional Restorer, is a contractor, author, and host of The DYOJO Podcast. The goal of The DYOJO is to help growth-minded restoration professionals shorten their DANG learning curve for personal and professional development. You can watch The DYOJO Podcast on YouTube on Thursdays or listen on your favorite podcast platform.
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