Why empathy first?
The first minutes after an injury—and the first contact that follows—set the emotional tone for the entire claim. Research-backed themes consistently predict outcomes: empathy, communication, clear expectations, trust, and fear. Early expressions of care reduce fear of being fired (a major driver of litigation) and build enough trust for the worker to share accurate information about pain, function, and barriers to return to work.
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Opening with empathy also interrupts a common trap: going straight to forms, codes, and procedures. Injured employees are worried about pain, paychecks, and job security. Until those feelings are acknowledged, technical explanations won’t land.
How to open with empathy (what to say)
Keep it short, sincere, and specific:
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“I’m sorry you were hurt. How are you doing right now?”
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“What’s the most uncomfortable part at the moment—pain, uncertainty, or something else?”
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“Is there anything you need from us today—rides, personal items, a work note, time to talk with your family?”
Use active listening. Paraphrase back what you heard: “It sounds like the waiting room was frustrating and you’re worried about missing a paycheck. I get it—and we’ll walk through both.”
Pro tip: If the worker’s first language isn’t English, slow down. Ask, “What language is easiest for you for medical and pay details?” Arrange translation where possible. Language-fit is part of empathy.
Why empathy last?
Closing with empathy prevents an all-too-common problem: the worker leaves the call with instructions but not reassurance. Without that reassurance, fear fills the gap, and fear drives attorney shopping. Ending with empathy reinforces belonging—“You’re part of the team, and we’re with you.”
How to close with empathy (what to say)
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“We’re glad you’re on our team, and we want you healthy. We’ll check on you [day/time].”
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“If anything gets confusing with the clinic or paperwork, call me. You won’t navigate this alone.”
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“You’re missed at work—we’re looking forward to having you back in whatever capacity is safe.”
Why this works
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Fear reduction: Acknowledgment lowers anxiety about termination or denial.
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Expectation control: Bookending lets you preview and recap next steps without sounding bureaucratic.
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Trust building: You say what you’ll do—and then you do it. That cycle compounds trust.
Put it into practice today
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Cue cards for supervisors: Three opening lines, three closing lines, kept at desks or in wallet cards.
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Get Well card + call: Send a physical note the day of injury; call within 24 hours using the Empathy Sandwich.
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Weekly touchpoints: Repeat the same structure in brief check-ins until full duty or closure.
The Empathy Sandwich isn’t fluff—it’s an operational discipline. Open with care, handle the technical, close with care. Repeat it consistently and watch your litigation rates, durations, and morale all move in the right direction.
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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