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How to Apply Effective Communication Skills for the Injured Worker

Jun 21, 2024

Within the Workers Compensation industry, communication skills between all stakeholders are key, however, communication to the injured worker is essential to achieve the best possible outcome and return them back to their lives. Applying these skills is important to ensure that the injured worker is engaged in their treatment and empowering to self-manage their injury. Despite this, there are certainly barriers to effective communication.


Effective Communication

Effective communication requires honesty and openness combined with mutual respect. Giving good information through successful communication is important to achieve client goals. There are three types of communication which we need to be mindful of.

  1. Visual (body language)
  2. Verbal (words)
  3. Vocal (tone of voice)


Non-verbal communication can be a major component to deliver the ‘true’ message. Non-verbal communication includes body language and tone. There are 4 types of non-verbal communication.

  1. Facial expressions
  2. Eye contact
  3. Posture
  4. Gestures.


Barrier to Communication

There are often multiple barriers to communication between the treating exercise physiologist and the injured worker. This is often called ‘noise’ which may create a communication gap and that the message being heard is often far different than what was intended. Examples of ‘noise’ is inclusive of, receiving a notification on your phone/smart watch, looking at your computer or device, people watching, personal perception or judgement, other thoughts (e.g. “did I remember to empty the dishwasher at home?”).


These are just some examples of ‘noise’, however, being present and an effective listening is vital to make the injured worker feel heard during their recovery.

 

Effective Listening

According to MindTools.com there are five key techniques to being an effective listener.

  1. Pay Attention – this seems simple, but often during busy lifestyles lead to us not being present when someone is talking.
  2. Show that you are listening – e.g. nodding your head.
  3. Provide feedback – responding to their comment or question.
  4. Defer judgement – as humans, we continue to constantly judge people. Our own personal morals or values can get in the way of really hearing what the other person is saying,
  5. Respond appropriately – true effective listening is a model of respect and understanding. Asking questions throughout an initial assessment or ongoing treatment keeps the worker engaged and felt heard.


Better Questioning Skills

Questioning is vital to effective communication. This involves seeking information via layering different types of questions and responding to their question with a response.


Closed questions give you facts, they’re easy and quick to answer and they keep control of the conversation with the person doing the questioning. The first word of the question sets up the dynamic of the closed question. These are words like: do, would, are, will, if (Changing Minds.org, n.d)

Open questions deliberately seek long answers but also get the worker to think and reflect, provide opinions or feeling, plus hand control of the conversation to the respondent. Open questions begin with words such as: what, why, how, describe.


Example:

Closed question: Are you inactive because of your injury?

Open question: Describe to me your current activity levels because of your injury?  


To conclude, effective communication skills can help you avoid conflict or misunderstanding. It can positively impact your rapport with the injured worker, to make them feel heard and understood and more importantly, improve their outcome with their injury. Effective communication is a skill to be learnt and practiced. Adopting these techniques and understanding the barriers to communication will ultimately engage your injured worker in your treatment and allow them to be heard and understood.


References:

  • Mind Tools, nd.. Active Listening – Hear what people are really saying. (Online) Available at: https://www.mindtools.com/az4wxv7/active-listening
  • Changing Minds.org, n.d. Open and Closed questions. (Online) Available at: https://changingminds.org/techniques/questioning/open_closed_questions.htm



Joel Skinner

Workers Compensation Specialist – Team Leader North-West (AEP, ESSAM)

Exercise Rehabilitation Services - WA

Core Beliefs

26 Jun, 2024
Your core. A simple phrase with a surprisingly varied degree of understanding, definitions and misinformation. To some it is the muscles in your abdomen or tummy area, the ones that stabilise your trunk and form that iconic 6-pack of abs. To some it has layers, deep core, superficial core, pelvic floor. To others it follows the idea of the anatomy trains and spiral lines. Whatever your definition these are usually identified as the muscles that must be worked and strengthened to reduce back pain. A strong and stable core equals less back pain and less back injuries. This is a statement I have come to loath over time. It is not that this statement is necessarily incorrect, rather the way it is educated to patients and the way it is implemented to treat back pain. I prefer; a mobile core leads to healthier movement patterns and reduce back pain. Our spines are designed to move. It is not a rigid pole but a series of small parts that make up a whole which work together to twist and bend and rotate around themselves. Often, I will see core training implemented in a way that holds minimal value to a person’s day to day movements. Hold a plank, lie on your back and crunch, keep a straight back while you squat or lift a weight from the floor. All lines I’m sure have heard before and many of us, including myself, have used before. A strong, stable and rigid core is not as meaningful as a mobile core. A mobile core being strong and controlled through movement. A heavy focus on core training where positions are held or repetitive movements to contract the muscle can actually increase back pain. The reasons for this come from the patient feeling the need to tense their abs throughout the day and close the space between their ribs and pelvis. The patient then has increased abdominal pressure and limits their movement throughout the day being more rigid – negative movement patterns. Core muscles should be included as a part of whole body. Core vs the rest is a mentality that trivialises the body and can inhibit recovery while leading to adoption of negative movement patterns. The core is interconnected with the rest of the body and should be treated as such. With regards to lower back pain, there are many other know contributing factors. Especially non-specific lower back pain (NSLBP) which accounts for an overwhelming majority of back pain, up to 90% of cases depending on your source of reference. Psychological and Psychosocial factors play a large role in recovery of these injuries and conditions. An incredibly important aspect of treatment and one that is worth mentioning but a topic for another day. I challenge you to explore lifting through movements that are not “textbook.” Remember we work with patients, not competing athletes who must stick to strict rules (although sometimes these do align). Squat with flexion, lift with imbalanced weights and encourage twisting. As with any exercise start simple, start small and build up to heavier and larger movements as your patient progresses. Cameron Addison Workers Compensation Specialist (AEP, ESSAM) Exercise Rehabilitation Services – WA

Socks 4 Docs – Support Doctors’ Mental Health

13 Jun, 2024
I’m wearing my green and yellow kangaroo socks to work. It’s a bit of an odd pairing with suit pants, but I’m doing it to support Crazy Socks 4 Docs. This day is something that I had never heard about before joining Absolute Balance, but it has been held on the first Friday of June every year since 2017 to raise awareness and attempt to address the stigma around mental health in doctors. A report published by Beyondblue explained that doctors reported substantially higher rates of psychological distress and suicidal thoughts compared to both the Australian population and other Australian professionals. The difference in the level of very high psychological distress was most noticeable when it looked at a population that was aged 30 years and below. Within this population, 5.0% of male and 6.6% of female doctors were classified as having very high levels of psychological distress, compared to 1.6% of males and 3.4% of females in the general population, and 0.4% of males and 0.6% of females that worked as other professionals. So how can we support this amazing cause? The Socks 4 Docs website details 3 simple steps that we can all follow: Step 1: Find some really crazy coloured socks and put them on. Step 2: Take a photo of those socks or you in those socks. Step 3: Post the photo on social media and use the hashtag #crazysocks4docs It’s important to always check in with your friends and family to have the important conversations that might not be easy but could save a life, and support is always available. Please see the link to the lifeline Australia website below. Participating in Crazysocks4docs and taking a first step towards making a difference is that easy! So, get out your wackiest socks and your phone’s camera, and get posting to make a difference for doctors’ mental health! References: - crazysocks4docs.com.au - Lifeline Australia - 13 11 14 - Crisis Support. Suicide Prevention. Jordan Greenwood Workers Compensation Specialist (AEP, ESSAM)

Active Ageing

31 May, 2024
It’s no secret that with age, comes a higher risk of health complications. Ageing includes the inevitable degression of bone density and muscle mass along with an increase in risks of adverse events such as heart attacks and stroke. So, what can we do about it? Exercise has been shown to prolong the onset of neurological and psychological changes that come with aging. Specifically, 150 minutes of moderate intensity exercise is considered the guideline that Australians need to be reaching to maintain good health, fitness and wellbeing. This is known as ‘active ageing’. Participating in exercise has also been proven to lower the risk of cardiac events such as strokes and heart attacks. By regularly participating in exercise this can prolong the breakdown of muscle and can help to maintain and improve strength. In addition to the physical health benefits of exercise, it can also help regulate mood, improve sleep and improve symptoms of anxiety and depression. There are many different modes of exercise, including some you can do at home! Examples of some home exercises you can do at home include bodyweight strength training, brisk walking/jogging/running, yoga, Pilates and more. References: Ciumărnean, L., Milaciu, M. V., Negrean, V., Orășan, O. H., Vesa, S. C., Sălăgean, O., Iluţ, S., & Vlaicu, S. I. (2021). Cardiovascular Risk Factors and Physical Activity for the Prevention of Cardiovascular Diseases in the Elderly. International Journal of Environmental Research and Public Health, 19(1), 207. https://doi.org/10.3390/ijerph19010207 ESSA. (2021). Pre-Exercise Screening Systems. Www.essa.org.au . https://www.essa.org.au/Public/ABOUT_ESSA/Pre-Exercise_Screening_Systems.aspx Exercise and aging: Can you walk away from Father Time . (2014, March 9). Harvard Health. https://www.health.harvard.edu/staying-healthy/exercise-and-aging-can-you-walk-away-from-father-time#:~:text=Exercise%20boosts%20the%20HDL%20(%22good hunterrehab. (2021, January 28). Healthy Ageing What is it? and How can I do it? Hunter Rehabilitation & Health. https://www.hunterrehab.com.au/healthy-ageing-what-is-it-and-how-can-i-do-it/
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