How to Develop Trust, Empathy & Improved Communication Skills

Industry Research Point #1: Recent studies in workers’ Building Trust compensation show the direct impact of trust and communication Trust is a required ingredient to on outcomes. • According to Gandhi, “the moment achieve success in any area of life. WCRI Predictors of Worker there is suspicion about a person’s Outcomes Study – 2014 • 23% of those concerned about becomes tainted.” motives, everything else he does • Former General Electric CEO Jack not working at the time of the interview—doublebeing fired reported the that rate they observed were Welch said of trust, “you know it for workers without such concerns. • The #1 reason people leave their when you feel it.” jobs is from a poor relationship Liberty Mutual Research with their boss. Institute for Safety - 2012 It is • Average claims costs were 69% higher and 58% longer when the organization.vitally important to do everything workplace supervisor and claims possible to build trust within your handler responded to the injured Elements of Trust he best outcomes in Trust is comprised of four elements: employee negatively vs. positively at (source: Speed of Trust by Stephen Covey) workers’ compensation first contact after injury. injury management are 1. Integrity a) largely dependent on the and the roots of an individual’s interactions between key character. The honesty, truthfulness, players in your organization b) Make and keep commitments in WC with injured workers and injured workers. (who will contact them & when, how are bills paid, etc.). 2. Intent a) person’s actions. The true ‘why’ behind a b)

State clear intent in WC by work,declaring and to this employees is how we’ll “we do care it…” about you, we want you back to 3. Capabilities a) The knowledge, skills, abilities a person possesses. b)

Improve WC capabilities by fine tuning injury management system. How to Develop Trust, Empathy & Improved Communication

Elements of Trust • (continued) When you encounter people think of the ‘why’ behind their behaviors; 4. Results where are they going, where have a) they been; what is causing them to behave the way they’re behaving? The byproduct of applying In WC capabilities combined integrity,b) intent, and capabilities. Point #3: Improve with the proper foundation of Communication Skills Empathetic listening is the goal to deliver positive results. for effective communication, but integrity and intent work together Make an honest determination the other person. Point #2: Develop DOES NOT mean you agree with Empathy theabout following: how effective you are at Timing your Response communicating. Ask yourself • When speaking with another Effective listening includes responding to understand and share the feelings at the appropriate time. Empathy is defined as the ability of another. wandering as the other person • As long as the person speaking is in person, do you find your mind • When the other person is speaking Best Ways to talks? a highly emotional, angry state, he Develop Empathy stirwill upnot more listen emotion to anything from you him, have and • are you focused solely on what you thereto say. will Jumping be no in chance too early for awill positive only will say in response? outcome. The best way to develop The Art of Listening and fascinationrefine your withempathy people. ability is to grow a understanding what the other person Communication Only through listening and Techniques their perspective. Effective communication involves is saying can you gain insight into three essential steps, regardless of the Effective listening starts with nature of the relationship, personal or professional. listen to other people, anwhich awareness can be of categorized how you I. Listen.

Put your judgments aside, 1. Ignoring. into five levels Seekslow todown understand and empathetically their perspective. listen 2. Pretending to listen. to what the other person is saying. 3. Selective listening. II. Mirror. Summarize what the 4. Active listening. other person has just said, without 5. Empathetic listening. inserting your judgments. “What I’m hearingIII. Solve. you Solvesay is…” is the easiest step

and understood the person’s problem andsince gained you have his perspective.already listened Seek to an

outcome where you both win.