I have always been a visual learner. Watching how to conduct a specific procedure was much easier for me than reading about it. I have taken on this challenge of producing a written blog on a weekly basis, attempting to elevate the skill set of those who consume this material. I have come to learn that writing is so much more difficult than speaking. When we speak, there are facial cues, tone inflections, and other indicators of our true intent. Not so much with writing.
Frequently, when reviewing clinical records in preparation of the reports my team puts out, I see progress notes that really reflect the frustration on the part of the injured individuals relative to the administrative aspect of their Worker’s Compensation claim. I know that throughout our entire ecosystem each of us has become increasingly reliant on emails, text messages, and in a lessening perspective telephone conversation. We are all way too busy to take the time to meaningfully engage with that injured individual.
Technology boosts efficiency but introduces challenges, especially since visual cues are lacking in written communication. How can empathy and genuine care be shown to an injured employee through text alone?
Take a moment to reflect that the claimant navigating the complexities of the workers compensation system, tempered by the stress of the injury and the prodding offered by well-meaning family or friends and legal representation.
The Challenge of Tone in Written Communication
It is my nature to offer a joke or a mood-lightning quip to elevate the emotional state to a happier place. When people smile, chuckle or outright laugh the overall sense of well-being escalates and the point being made is more successfully received. However, doing this with an email, or text message, is particularly challenging. The words on that screen lack the warmth of a compassionate facial expression, the smile or grin, or the appropriate facial response when explaining the limitations of the workers compensation statute.
A straightforward message intended to be efficient can be perceived as cold or dismissive. The injured individual, already vulnerable due to injury and financial uncertainty, may interpret neutral language as indifference to their suffering.
In preparing this blog, I came across an article talking about communication psychology. This study suggested that 55 % of emotional meaning comes from facial expressions alone. An additional 38% from the tone of the voice. Given that digital text forms of communication can be challenging to read or interpret, there is a huge opportunity for misinterpretation on the part of the recipient. The fact of the matter is that a straightforward explanation can easily be misinterpreted as an individual claim file handler placing unnecessary bureaucratic needs in front of the requirements of the injured employee.
Strategies for Bridging the Emotional Gap
Where would I be if I did not attempt to provide solutions to these challenging situations? Workers’ compensation claims professionals can take deliberate steps to convey empathy and care in non-visual communication. These steps would include:
1. In written communication, begin with acknowledging the person’s situation:
“I hope your recovery is progressing well” or “I understand this process can be overwhelming.” Use their name frequently. Explain not just what you need, but why, and how it provides for that injured employee. Always offer reassurance and options for availability.
2. In phone conversations, verbalize what would normally be visual cues.
Be as careful as possible, reference and enjoyable event, demonstrate that you are providing your professional expertise for the betterment of that injured individual such as “I am reviewing your file now” or “I understand the difficulty that you are facing.” At the end of the conversation summarize all that has transpired, demonstrate encouragement, and follow-up on any tasks outlined. And be prompt which will demonstrate to the injured individual your commitment.
The Human Element in a Digital Age
An interesting article I read in preparing this blog, talks about digital efficiency and the need for being vigilant about the human cost of convenience. Every act of communication is an opportunity to increase trust between the claim file handler and the injured employee. One must continue to compensate for the absence of visual cues. Make sure that injured employee feels that they are being seen, heard, and those acute issues are being addressed. As part of this communication, that injured employees must be felt that they are valued in the entirety of the Worker’s Compensation process.
