Aurbach: Recalibrating Resilience, Part 1

Editor's note: This is the first of a three-part series on resilience. The second and third parts will post on Wednesday and Thursday. Robert Aurbach William had multiple flags for poor outcomes, and Margaret, his claims manager, noticed that every time there was the least hiccup in the progress of his claim William seemed to fall apart and need extra attention to calm him down. Margaret suggested that William take a "resilience" course, and William reluctantly agreed. The course attempted to show William techniques from a well-known "positive psychology" appro...