Commentary: When an employee suffers a personal loss, many leaders will send a gift of condolence to the family on behalf of the company. An employer may also raise funds or organize a collection to help an employee in need. Yet, when an employee suffers an injury at work, what typically occurs is the employee is handed a form to complete, sent to a doctor’s office and forgotten until it is time to return to work. Companies will often contact the insurance adjuster to get a status on a workers’ compensation claim rather than reach out to an injured employee to ask how he or she is doing.
It is time to shift the paradigm. Studies show that leaders who demonstrate concern and empathy to employees build trust and cultivate a healthier, more productive and safer workplace.
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Whether the employee relations function is managed internally or through a third-party – such as an employee assistance program provider or a professional employment organization – a company representative should reach out to employees who are injured at work, when appropriate, and follow the 5 Cs: Consistently communicate compassionate care and concern.
This practice can help reduce the costs of handling workers’ compensation claims, not to mention help foster a more positive employer/employee relationship.
For example, when a workplace incident is investigated, setting a positive, compassionate tone during the process should be a priority. If the focus of an investigation is simply to find fault and blame the employee for causing the injury, this can build a culture of fear and retribution in an organization rather than one of trust and commitment to safety. Internal investigators should make it clear that his or her objective is to get to the root cause of an incident and take preventative measures to avoid a similar incident from occurring again and to protect all employees and make the workplace safer.
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Following an investigation, communications with the injured employee should continue. When an employer serves as a caring advocate for an injured worker, it builds confidence in the employee that the work injury claims process is designed to support his or her needs, such as to provide access to proper medical treatment. An injured worker who is confused about the process, experiences missteps and delays in treatment, or lacks trust in his or her employer, may seek guidance from a third-party such as a personal injury attorney. This may lead to a lengthy and disruptive litigation process which can significantly increase the overall cost of the workers’ compensation claim and erode employee confidence in company leadership.
Quite simply, compassion, care and concern are helpful qualities to have in the work environment, especially following an accident. They can have profound effects on morale, productivity, safety and, ultimately, the financial bottom line of any organization.
Jay Starkman is CEO and Julie Croushore is director of risk management at
