Where do you fit in your “scheme”? Are you the insurer, the agent, the case manager, the injury management advisor, the senior executive, the regulator, the government official, the scheme strategist, the actuary, the general practitioner, the specialist, the allied health provider, the rehabilitation provider, the employer, the return to work coordinator, the self-insured, the plaintiff lawyer, the lawyer, the advocate, the union official, the injured worker…?

Everyone has a title, and with each title comes expectations, perceptions and projections.
 

So I really do want to know – what does the term injured worker mean to you? Do you feel neutral, positive or negative? Is it empowering or disempowering? And does it differ from what the word client or worker would mean?

You see, words have an ability to create emotions in people which can then be transformed into beliefs, attitudes and even actions that shape our outcome. Beliefs can be formed and changed by words. Specifically, the meaning you assign to words you habitually use will impact what you actually experience.

Let's take a look at this in practice: The "injured worker"

This is as true for the injured worker as it is for other participants in our schemes. So what does this mean for someone who is injured?

They may start to define themselves as an injured worker. To them that may mean anger, frustration, powerlessness...or it can mean survivor, fighter, strength.

They may talk about suffering a work injury. They may become a victim of a workplace accident. They look for someone to blame. They start to get angry. This language can actually modify how they think, feel and experience.

“Watch your thoughts; they become words. Watch your words; they become actions. Watch your actions; they become habit. Watch your habits; they become character. Watch your character; it becomes your destiny.”  - Lao Tzu

What experience are we creating by the language that we are using? Does it get to a point where they give up on personal responsibility? And if they do, what can the scheme, the system, do to give it back?

Opportunities in return to work

Following on from our articles on rapport, gaining agreement, asking questions and handling resistance, influence in return to work is not just about the case manager and claimant.

Knowing the power of language, there are real opportunities for regulators and administrators to consider:

1. Role titles
2. Marketing materials
3. Educational materials
4. Letters

Each and every one of these is a chance to build a positive outcome through the use of effective and empowering language, or a chance to build resistance.

"So pursuant to section xxx of the act, you, the injured worker..."

What the?!

Be VERY careful about the language that is used. It may unintentionally disempower the claimant. If written artfully, it is a real opportunity to influence and empower.

Be aware of your own perceptions

By consciously selecting the words you use in conversation and thought, you can change lives. You can choose between deliberately using words that are empowering or words that are counterproductive.

Lessons from the marketers

Have you noticed the new wave of digital and social media marketing going on? They use techniques like opt-in pages to build a customer base, or Facebook advertising, and then they send you a series of emails.

Start by looking at the language they use in their emails. What attracts you? What doesn’t? Notice the increasing use of video (it helps with their rankings in Google AND it attracts a different demographic).

These techniques are getting amazing conversion rates and sales. They are motivating people AND there just might be something in that for our industries.

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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.