Eric Sharfstein supervises a team of 27 people in his job as claims manager for Nation Safe Drivers. The Boca Raton-based firm serves clients -- auto dealerships, wireless products companies, insurance and travel agencies, roadside assistance companies and membership-based groups -- with products to pass on to their customers, such as roadside assistance, ancillary insurance products, theft-deterrent services, incentive programs and travel protection.

Sharfstein is responsible for hiring and overseeing claims processors, customer service agents, and licensed claims adjusters. He ensures that systems and procedures are constantly reviewed and that employees maintain current industry knowledge through training, seminars and staff meetings.

The job: Eric Sharfstein is claims manager for Nation Safe Drivers, which provides clients with aftermarket value-added packages such as roadside service and extended warranties and anti-theft to rental reimbursement and GAP insurance policies. Sharfstein directly oversees about 27 of the firm's 100 employees.

Management lesson learned: To be mindful of how I come across to the staff -- check that stuff at the door. One's demeanor can be easily misinterpreted, as was the case when I was a new supervisor. I had a habit of looking at my watch just at the same time as this one particular employee was always returning from lunch. It caused this person great discomfort, until finally we talked about it. To others, your little behaviors might seem more significant than they are.

Communicating effectively to bosses: Be prepared to know the issue, to understand the goals, the history and alternative courses, to back up your opinions and ideas.

Favorite part of my job: Interacting with staff and clients on a variety of levels from training and one-on-one meetings to navigating through claims and finding solutions.

Waste of time: Meetings can be. But they are very useful and important tools especially if you have 27 people to communicate with. Stay with the agenda.

Team-building practice: Solicit feedback. Show employee appreciation through luncheons and promote from within. Communicate with newsletters and implement employee suggestions.

How to develop employees: Emphasize that the industry offers rewarding career tracks and choices. Make sure people get the training they need, such as in the areas of contracts, ethics, processes and other skills.

Employee retention tip: Catch an employee doing something right. During employee evaluations, provide constructive criticism, but highlight the positive.

What I look for in a job candidate: The hiring and training process is an expensive one. Look for a strong work history -- someone who can work without supervision and stability.

Advice: People need to hone their written communications skills. It's a lost skill. I attribute some of my success on how well I do that. In this business you are constantly writing -- to peers, regulators and attorneys.

Cindy Kent interviews managers of small to midsize South Florida businesses for Manager Minute. You can reach her at ckent@sun-sentinel.com or 954-356-4662.

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