Sometimes when an employee is injured on the job and files a Workers’ Compensation Insurance claim, they can become frustrated and take it out on their employer. It isn’t right, but it happens. Sometimes no matter how hard you work to keep things civil, you’ll find yourself facing an angry employee.
Here are four tips to help diffuse a tense situation (many can be helpful in other situations, not just WC claims):
Do Not Take it Personally
If you do your best to do a good job for your injured employee and he or she still lashes out at you, it’s important to remember that not everything is about you. You need to understand that when an injured employee becomes angry, there are often mitigating circumstances that you will never know. They may be in pain; they may be confused; they may even be scared. Do not take their anger as a personal attack on you and how you are handling their claim.
Stay Calm, Listen, and Be Patient
Staying calm and patient is easier said than done when an employee is blasting you about their WC claim, but it’s essential if you want to diffuse the situation. Before you can resolve any issues with them, you need to try to get them calmed down.
You do that by staying calm, not raising your voice or using a sarcastic tone, and remaining objective. Otherwise, you will irritate the worker even more, and nothing will be resolved.
Let them know you are listening to them by using phrases such as “I hear what you’re saying.” It may sound corny, but it can help calm an angry employee. Don’t interrupt them. Sometimes they just need to vent or want to know that they’re being heard.
Once they calm down, you can focus on answering questions and coming up with solutions.
Empathize
Remember, this can be a scary time for an injured worker. They probably aren’t familiar with the process of filing a Workers’ Compensation claim, and they may be worried about how they’re going to take care of their family or if their injury will ever heal. Try to put yourself in their shoes and not only sympathize but empathize.
WC claimants want to know that you understand what they are saying and what they are going through and that you are willing and able to help them resolve their issues.
Some people have a hard time apologizing even when they know they’re wrong. Imagine how difficult it would be to apologize to someone when you know you are right, and they are wrong! If that sounds like you, swallow your pride and realize that your goal is to diffuse the situation. If an apology will get that done, do it! You can genuinely say you’re sorry for the confusion, or you’re sorry for what they are going through.
Offer Solutions
Most injured employees do not have experience handling Workers’ Compensation claims, but you do, so instead of arguing with them about how wrong they are, try to explain what is going on calmly. Let them know what is being done to resolve their issue or how they may be able to help resolve it.
Don’t talk so fast they can’t catch what you’re saying and don’t use a lot of jargon they may not be familiar with. This will only frustrate an angry employee further.
If you don’t know the answer to a question, find someone who does and get back to the injured worker promptly.
People can be irrational at the best of times. Throw in a little uncertainty and a little fear, and you have the potential for a nasty situation. If you find yourself dealing with an injured worker who is angry, use these tips to help diffuse the situation and resolve the issue more quickly.
Get the Best Price for Workers’ Compensation Insurance
American Insuring Group specializes in Workers’ Compensation Insurance, and we can make sure that you get the best price by comparing the cost of coverage with several insurance companies that meet your needs. Give us a call at (800) 947-1270 or (610) 775-3848 or connect with us online.
