You can change the course of a work comp claim in a matter of seconds if you do this right. Hello my name is Michael Stack and i’m the CEO of Amaxx and i want to talk today about the concept of authentic attention. Authentic attention to another person’s care, for another person connection with another person in an authentic way. Not a fake way, not a made-up way, authentically.
We know from significant amounts of research and experience that the claim outcomes or comp claim outcomes oftentimes dictated by emotions of trust, by emotions of fear of being fired, by emotions of not understanding actually what’s going to happen, by emotions of are these guys going to take care of me?
I want to tell you a little story about this idea of authentic attention and how you can put it into practice. So my wife and i just celebrated our 13 year wedding anniversary. So we met 16 years ago and we got married about 13 years ago. We went to dinner, had a little nice anniversary weekend and we went to dinner at this nice seafood restaurant and there was an elderly couple that was sitting, you know just, across the way from us they were obviously further down the road or much further down the road from us as far as their relationship. They’d been married you know, i don’t know how long 40 years? 50 years? 60 years? You know a long time. Something that we aspire to do. So we’re both having lovely independent meals as couples and they were very nice couple and as they walked away, the the woman, the wife she put her hand on my shoulder with authentic attention and said “best wishes to you”. It was such a beautiful moment because it was authentic. It took maybe a half a second, maybe a second but it made such a powerful impact on me personally because it was very authentic it was very caring for saying i know you guys aren’t as far along as we are, we hope that you get there and that was felt that by me because it was very authentic.
When you talk about what actually impacts claims, what impacts work comp claims and we know these things, we know it’s so driven by emotion. It’s so driven by feeling but we get so wrapped up in the forms and this, that and then all this kind of stuff that we lose this authentic attention. But that thing, the authentic attention thing is actually the the one element that is going to have some of the most impact on your claim the most impact and it just doesn’t take very long. I’m telling you a story about something that took about a second to happen about what kind of an impact that can make on your claims when you’re responding to these injuries, when your supervisors are responding to injuries and we’ve got some great trainings on this as far as how to supervise. How to put this into practice at your organizations. Think about this concept of authentic attention, think about actually dialing in an empathetic fashion into what’s happening in that individual’s life and how you can help them get better. It’s going to have a major impact on them personally just like the story i told you and a major impact on your claim. Again my name is Michael Stack and i’m the CEO of Amaxx, remember your work today in workers’ compensation can have a dramatic impact on your company’s bottom line, but it will have a dramatic impact on someone’s life. So be great.
Author Michael Stack, CEO Amaxx LLC. He is an expert in workers’ compensation cost containment systems and helps employers reduce their workers’ comp costs by 20% to 50%. He works as a consultant to large and mid-market clients, is a co-author of Your Ultimate Guide To Mastering Workers Comp Costs, a comprehensive step-by-step manual of cost containment strategies based on hands-on field experience, and is the founder & lead trainer of Amaxx Workers’ Comp Training Center, which offers the Certified Master of Workers’ Compensation national designation.
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