社会与工程心理学研究室知识库

本研究通过对保险业中两个关键技术岗位—核保和理赔的胜任力特征分析，评估任职前的培训需求，以期帮助新任职者快速形成胜任力。

研究一运用关键事件技术，分别对来自不同性质的保险公司核保和理赔岗位的12名资深专家进行1小时左右的半结构化访谈。通过工业组织心理学专家对访谈结果进行编码，总结出核保和理赔岗位应具备的胜任力特征。

研究二将这些胜任力特征进行归类，编制出保险核保和理赔岗位胜任力特征调查表。然后分别在国内不同的保险公司随机选取核保和理赔岗位的新员工和老员工(专家)，将这些胜任力特征按不同的重要性排序。最后，对比每一项胜任力特征项目，新员工和专家对其重要性的排序差异，运用评价一致性系数(Rwg )找出新员工和专家一致认为重要的特征，和专家一致认为重要而新员工没有给出一致性评价的胜任力特征，确定为新任职者应接受的培训内容。

结果表明，核保新任职者的培训内容包括:加强与部门和团队内部同事的团队合作能力;提高对风险的预估和控制能力;加强从全局出发，综合考虑业务的能力;培养工作仔细认真，注重细节的习惯;培养严格守法，遵守公司规章和职业操守的意识。理赔新任职者的培训内容包括:加强与部门和团队内部同事的团队合作能力;培养良好的沟通技巧;提高对风险的敏感性和预估能力;加强对保险专业知识的掌握以及提高险种相关领域知识的专业化程度。

本研究采用的胜任力分析确定培训需求的技术路线，可有效辨析出专家与新手对专业技术岗位的有效工作行为，特别是那些内隐知识和技能的认知差异。这种分析思路对于专业技术岗位的入职前培训工作亦有指导意义。

This study is analyzing the features of competence of Underwriting and Claims which are two key technical positions in Insurance Industry, to assess the training requirement before the new staff fit in the new position which is in order to help the new staff to perform the competence in a quick time.

Study I is adopting Key Event method to make one hour semi-structured interview to each of 12 senior experts who come from the positions of underwriting and claims of different business types of different Insurance Companies. Then Psychologist of Industrial Organization encodes the interview results and summarizes the features of competence needed by the positions of underwriting and claims.

Study II classifies these features of competence and makes a survey table of Features of Competence for the Positions of Underwriting and Claims. Then this study randomly selects some new staffs and senior experts from positions of Underwriting and Claims from different Insurance Companies to let them ranking the features of competence base on their importance. In the last, by comparing every features of competence, the ranks given by new staffs and experts, and using evaluation consistency coefficient to find out the important features which both new staffs and experts agreed. Features, which are only thought important by experts, or which are thought important by all new staffs, are the training contents need to be addressed in new staff trainings.

The studies get the conclusion on the training contents for new Underwriting Staff are: Strengthening the team work ability with departments and team members; improving the ability of risk evaluation and risk control; strengthening the abilities of over view thinking and comprehensive thinking; training the careful and detail oriented attitude; training the consciousness of compliance with company regulations and business ethics. Study conclusion about training for new staff on the Position of Claims includes: Strengthening the team work ability with departments and team members; training proper communication skills; improving the risk sense and evaluation skills; strengthening the professions of specialties of insurance，-and improving the specialization in related insurance fields.