When communication is rushed, vague, or cold, it leads to mistrust, delays, and even litigation. But when it’s thoughtful, empathetic, and consistent, it fosters trust, clarity, and better outcomes — for the injured employee and the organization.
The key is systematizing communication with proven scripts and frameworks that can be used again and again. Let’s look at how you can do just that.
Why Words Matter in Workers’ Comp
When an employee is injured, their world changes instantly. They’re suddenly dealing with pain, uncertainty, medical appointments, and fear about their job or paycheck. In those moments, they’re not just listening for information — they’re listening for reassurance.
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“9-Element Blueprint To Create Your Workers’ Comp Employee Brochure”
According to research from the Workers Compensation Research Institute (WCRI), poor communication — or the perception that the employer doesn’t care — is one of the top reasons claims escalate into litigation. Fear of being fired, confusion about the process, and silence from the employer drive up claim durations and costs.
That’s why your first words and your tone are more powerful than you might think.
The Empathy Sandwich: A Simple, Repeatable Framework
One of the most effective communication frameworks covered in the workers’ comp mastery training is called the Empathy Sandwich — and it works in nearly every conversation with an injured employee.
Here’s how it works:
1. Start with Empathy
Begin by showing care for the employee as a person. Acknowledge the injury and express concern.
“Hey John, I just heard about your injury. I’m so sorry that happened — how are you feeling today?”
2. Deliver the Technical Info
Once you’ve built a connection, provide the necessary logistical or claims-related details.
“I wanted to walk you through what to expect next. We’ve submitted your claim, and you should be hearing from our adjuster within the next day or so. Your medical care will be fully covered, and we’ll help coordinate anything you need.”
3. Close with Empathy and Support
End by reinforcing that you’re there to help and that they’re a valued part of the team.
“We really appreciate all the work you’ve done here. Let us know how we can support you, and we hope to see you back soon. You’re missed already.”
This approach isn’t just polite — it’s strategic. It calms fears, reduces misunderstandings, and creates space for honest conversation.
Key Communication Moments (With Sample Scripts)
Here are several critical points in the injury lifecycle where intentional communication can dramatically change the outcome — and what you can say in those moments.
1. First-Day Phone Call
A phone call on the day of the injury (or the next day at the latest) sets the tone for the entire claim.
Script Starter:
“Hi Maria, I just wanted to check in on how you’re doing. I heard about the incident yesterday and wanted to make sure you’re okay. You’re an important part of the team, and we want to make sure you’re taken care of.”
2. Weekly Check-Ins During Recovery
Ongoing contact helps the employee feel connected and keeps the claim on track.
Script Starter:
“Hey David, just checking in to see how your therapy sessions are going this week. Have the doctors given you any updates? Let us know if you have any concerns or if there’s anything you need from us.”
3. Before Return to Work
Prepping an employee for a modified duty assignment or return to work builds trust and prevents surprises.
Script Starter:
“Good news — your doctor has cleared you to return with some restrictions. We’ve set up a modified role for you so you can ease back in safely. We want to support your recovery while also keeping you engaged with the team.”
4. When There’s a Delay or Complication
If there’s a delay in the claim or treatment process, be proactive and transparent.
Script Starter:
“I wanted to give you a quick update. We’re still waiting on some documentation from your provider, which is causing a delay in the claim process. I know that can be frustrating — we’re staying on top of it and will keep you informed.”
5. After a Missed Appointment or Red Flag
Addressing concerns clearly, but with care, helps resolve issues without escalating conflict.
Script Starter:
“Hi Mike, I noticed you missed your physical therapy session this week. I just wanted to check in and see if everything’s okay — sometimes life gets in the way, and we get that. Let us know how we can help keep things on track.”
Communication Doesn’t Have to Be Perfect — Just Consistent
You don’t need to be a professional speaker or have every word scripted to see results. What matters most is:
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Starting the conversation
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Being authentic and respectful
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Following through consistently
When these principles are embedded into your workers’ comp system — through checklists, templates, and scheduled check-ins — communication becomes a natural part of the process, not an afterthought.
Final Thought: Empower Your Team With Scripts
If you manage supervisors, HR staff, or claims coordinators, consider giving them these script frameworks. When teams know what to say and how to say it, they’re more confident — and your claims outcomes improve dramatically.
Simple words like “How are you feeling?” or “We’re here to help” may not seem like much. But to an injured worker facing uncertainty, they’re everything.
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/
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Do not use this information without independent verification. All state laws vary. You should consult with your insurance broker, attorney, or qualified professional.
