018: Difficult Conversations in Injury Management: A 600-Day Reflection
In November 2022 I published an article exploring how to navigate difficult conversations in the personal injury and compensation scheme. Now, 600 days later, this topic remains just as relevant.
Howdy folks,
I first published a version of this article on 10 November 2022. It's interesting that 601 days later, this is still so relevant. Frequently, I'm asked how to navigate difficult conversations within the personal injury and compensation scheme. I have the standard response, but recently I have yet again found myself musing and reflecting deeply on the question:
"Why are some conversations difficult?”
a) Are we being challenged as professionals to discuss certain topics?
b) Is it tough for our clients and patients to address certain issues?
c) Do we lack clarity and confidence?
d) All of the above? None of the above?
The Knowledge Gap
As an early career professional, any conversation beyond small talk was difficult for me, constantly worrying that I’d said the wrong thing, or not said enough, or my worst nightmare - further complicated the matter. Reflecting on this, I realised it was a combination of limited technical knowledge, an absence of clarity, and a lack of confidence.
Gaining confidence and bridging knowledge gaps required handling thousands of cases, studying regulations and guidelines for countless hours, reviewing research articles, and meeting extensively with injured workers, their families, and medical professionals. An unrelenting obsesession with perfecting my rehab consulting skills, manifested in spending an unhealthy amount of time analysing my actions, critiquing my decisions, and studying strategies. I’d reviewed notes, read reports and emails, and repeatedly replayed conversations in my mind. Alway questioning - Did I listen enough? Did I provide accurate information? Did I do and say the right thing?
All this with the singular focus on becoming an expert in workplace rehabilitation and injury management. Frustratingly, however, the more I learned and listened, the wider the knowledge gap seemed to grow. Learning one concept lead only to a chasm of unknowns. How do we work within a complex system, one which has many unknowns and when at times it feels like we’re wandering within a maze?
The Fundamentals!
At a recent symposium, I was chatting with a group of peers about communication and complex claims when one of them enthusiastically exclaimed, “The Fundamentals!” “Let’s go back to the fundamentals,” they contined, “just answer the phone, call people back, talk to them nicely, and keep your promises.”
The nature of personal injury and healthcare seems to be characterised by hardship and problems. The strategies we often recommend require significant resources - money, time, effort, and emotional energy. Is keeping one hand on The Fundamentals the solution to navigating through the maze?
Knowledge is Power
We must invest time in understanding legislation, guidelines, regulations and policies, and familiarise ourselves with where to find resources. We must embrace continuous learning, then adapt and trying new ways of doing things. We must harness our collecctive knowledge by connecting with a diverse community of peers and become an active participant in that community.
Be Curious, Not Furious
Accept that everyone has their own intentions and looks out for their best interest. This isn’t bad; it’s reality. We have been raised to be know-it-all professionals, and this no longer serves us well. We are no longer coping with the immense social expectations to be the fixer of all of things for all of the people. Our role is to provide information to empower others to make well-informed decisions. And even when our experience gives us a good idea of the outcome, we must respect others' decisions.
Premature Articulation 👀
In Episode 5 of The Intelligent Rebellion Podcast, my friend James Ellis eloquently stated, “Premature articulation is the dumping of information on people way before they’re ready for it.” We need to move past the ego-driven idea that we are the central catalyst for change. Challenge yourself to listen with a clear and open mind, hear every word being said, and resist the urge to always have an opinion or response.
Rethinking Rehabilitation and Injury Management
For a few months now, I've been musing about the idea that rehabilitation and injury management is more reactive than it is proactive… I'll leave that there, and plunge in another time.
Cheers for now, -Rhea ✌🏽
Are you a personal injury professional? Check out the PIPROC by The Intelligent Rebellion. We organise casual meet ups with other PI Professionals around Australia.
