Why Communication at the Time of Injury Is a Game Changer

In the high-stakes world of workers’ compensation, the moments following a workplace injury can define the entire outcome of a claim. While most employers are focused on forms, medical referrals, and incident reports, one often-overlooked factor can drastically shift the direction of the case—communication.

Specifically, how a supervisor or employer responds to the injured worker at the moment of injury sets the tone for everything that follows. Claims cost, duration, employee trust, litigation risk—it all hinges on what’s said (or not said) in those first few minutes.

If that sounds like an exaggeration, the data says otherwise.

The Power of a First Response

Let’s start with the numbers.

A landmark study by the Liberty Mutual Research Institute looked at how the initial employer response to an injury impacted claim outcomes. The results were staggering:

When the injury was responded to negatively (with blame, skepticism, or indifference), the average claim cost was $6,019.
When the injury was responded to positively (with empathy, support, and care), the average cost dropped to $3,913.

That’s a 40% difference—just based on tone and communication.

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“9-Element Blueprint To Create Your Workers’ Comp Employee Brochure”

But that’s not all. The average claim duration also plummeted:

Negative response: 33.5 days out of work.
Positive response: 14.1 days.

That’s a 58% reduction in lost time—all from a conversation that may last less than five minutes.

Why It Matters So Much

Workplace injuries don’t just hurt the body—they trigger anxiety, fear, and uncertainty. Employees wonder:

Am I going to be blamed?
Will I still have a job?
Will the company take care of me—or try to avoid responsibility?

In that vulnerable moment, the way their employer responds can either build trust or break it. It determines whether the employee feels safe, supported, and seen—or whether they feel disposable and alone.

And here’s the truth: when trust breaks down, litigation goes up.

Fear Leads to Attorneys

The Workers Compensation Research Institute (WCRI) conducted another study that found employees are two to three times more likely to hire an attorney if:

They fear being fired after reporting a claim.
They believe their claim was denied.
The legitimacy of their claim is questioned.

In many of these cases, the claim wasn’t actually denied—but the employee never heard back, so they assumed the worst.

Silence and suspicion create a vacuum—and attorneys fill it.

What Positive Communication Looks Like

So how do you create a positive response in the critical moment after an injury? It’s not complicated. In fact, it’s shockingly simple.

Here’s an example of a high-impact first conversation:

“Hey John, I’m really sorry you got hurt. The most important thing right now is making sure you’re okay and getting you the care you need. We’ve got a great injury response system in place, and I’ll walk you through it. If you need anything, I’m here to help you through the process.”

That’s it. That’s the magic formula:

Empathy (“I’m sorry you got hurt.”)
Support (“Let’s get you the care you need.”)
Clarity (“We have a process, and I’ll help you through it.”)
Connection (“I’m here for you.”)

No blame. No assumptions. No avoidance.

What NOT to Say

Just as important as saying the right thing is avoiding the wrong thing, such as:

“You better not file a claim for this.”
“Are you sure you’re really hurt?”
“If you hadn’t been careless, this wouldn’t have happened.”
[Silence]

These reactions send a loud message: We don’t care about you.
And that message has consequences—financial, legal, and cultural.

Train Your Supervisors: It’s Not Optional

Injured employees almost always report the incident to their supervisor first, which means that person becomes the face of the organization in a high-stakes moment. Unfortunately, most supervisors have never been trained on what to say or how to handle an injury.

That lack of preparation turns into inconsistency, fear, and mistakes. You might have one supervisor who responds well and another who causes a claim to spiral out of control—all because they panicked or said the wrong thing.

The solution? Simple, standardized supervisor training.
At a minimum, supervisors should know how to:

Show empathy.
Initiate the injury response process (triage, documentation, etc.).
Set clear expectations.
Maintain communication throughout recovery.

It’s Not Just the Right Thing to Do—It’s Smart Business

Caring for your employees isn’t just a moral obligation—it’s a strategic advantage. When employees feel supported:

They heal faster.
They’re less likely to litigate.
They’re more likely to return to work.
Your costs go down.

When you respond with silence, blame, or indifference? The opposite happens—every time.

Click Link to Access Free PDF Download

“9-Element Blueprint To Create Your Workers’ Comp Employee Brochure”

Final Thoughts

Workers’ compensation doesn’t have to be a battle. In fact, the best programs aren’t built on conflict—they’re built on communication and trust. And trust starts at the time of injury.

It’s a brief moment, but it’s also a defining one.

So train your team. Lead with empathy. And never underestimate the power of a five-minute conversation to change the trajectory of an entire claim.

Because in workers’ comp, communication isn’t a soft skill—it’s a game changer.

Michael Stack, CEO of Amaxx LLC, is an expert in workers’ compensation cost containment systems and provides education, training, and consulting to help employers reduce their workers’ compensation costs by 20% to 50%. He is co-author of the #1 selling comprehensive training guide “Your Ultimate Guide to Mastering Workers’ Comp Costs: Reduce Costs 20% to 50%.” Stack is the creator of Injury Management Results (IMR) software and founder of Amaxx Workers’ Comp Training Center. WC Mastery Training teaching injury management best practices such as return to work, communication, claims best practices, medical management, and working with vendors. IMR software simplifies the implementation of these best practices for employers and ties results to a Critical Metrics Dashboard.

Contact: mstack@reduceyourworkerscomp.com.

Workers’ Comp Roundup Blog: http://blog.reduceyourworkerscomp.com/

Injury Management Results (IMR) Software: https://imrsoftware.com/

Do not use this information without independent verification. All state laws vary. You should consult with your insurance broker, attorney, or qualified professional.