In my last article I discussed the agreement frame, and simple language that can allow you to disagree while maintaining rapport.

So what if we took the agreement frame one step further – by knowing the types of resistance and objections in advance?

Resistance defined

Resistance is now being actively researched by academics. Dr Eric Knowles, in the book Resistance and Persuasion, classifies resistance into four different, but related categories:

• Reactance: The person feels like they are being pushed as a part of influencing them through the process. You may hear “I don’t like it!” or “I won’t do it!”
   
• Distrust: The person distrusts and becomes guarded and wary of any proposal or suggestion to change. You may hear “I don’t like it” or “I don’t believe it!”.
   
• Scrutiny: The person wants to carefully consider every element of any proposal or suggestion to change. Strengths are appreciated, but the weaknesses are exposed. You may hear "That's what you say," or "Sounds good, but will it work?"
   
• Inertia: Resistance to any change. This has nothing to do with you, the process, or the offer. They are happy (or not miserable) where they're at and not in any hurry to change.

Sound familiar?! Each type of resistance can be present in a claimant, and each has a different cause.

Address resistance to remove objections

What does that mean for you when communicating with the claimant? What does that mean for regulators or administrators as they prepare letters, marketing and educational materials?

Instead of just talking about the benefits of return to work, there is an opportunity to address the resistance and lower some of the barriers to return to work.
 

Six tips for case managers

So what are some simple strategies to help you get started? Here are my top 6 suggestions:

1. Seek to build a relationship. Oh my, it’s rapport, listening and questioning all over again! Nobody wants to feel like just another number.
    
2. Address objections in advance. This is so powerful. By pre-empting objections you can maintain rapport and remain in charge of the direction the conversation takes. While they come in many forms, objections fall into a number of categories. e.g. time, restrictions, financial, support, and emotional.
   
   "You sound like you really enjoy getting on with things and making things happen. I think we should walk through what support you have available when you get back to work so you can focus on getting on with it."
    
3. Use analogies to create distance. Rather than tackling a topic head-on, metaphors and analogies are a great way to drive home a message through the resistance.
   
   "It seems that there are so many people wishing their life after injury was different and not doing something about it. It’s the moment when they decide to stop making excuses and start taking charge when things start to happen. They are the people I really admire"
    
4. Acknowledge it. This method allows you to address the resistance and validate what's going on in your customer's mind before they even know it's there.
   
   "I know you may be nervous about your return to work. That’s ok. I will work with you to give you the support you need."
    
5. Change its meaning. Have you ever had the situation when the claimant starts asking you multiple questions? Try something like this as a way to reframe the questions into a reason to return to work.
   
   "These are great questions. You are obviously considering the next step very seriously. These are the types of questions that allow you to become completely comfortable with your return to work timeframe. So, what else would you like to ask before you start right now?"
    
6. Boost their confidence. We all have fears and failures haunting us from the past. The goal is to give the claimant a sense of pride, confidence, and success that will allow them to move forward, past the inertia.

I trust that each of these tips is something you can take away and play with. Just choose one and try it today. In our Influence in Return to Work training we spend time brainstorming different ways to address objections and empower case managers and their claimants through language.

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Carolyn Mounce has over 20 years experience in workers compensation – both within the regulator and agent environment. She is now the Founder and Director of Success in Life Performance Consulting and Coaching, who work with individuals and organisations developing their ability to influence through leadership, service and strategic thinking approaches.