Influence: Steps to instantly connect with the claimant

Carolyn Mounce

Building immediate rapport in return to work can turn adversary into ally.

Talk about starting out on the back-foot! For so many case managers and their claimants, the initial conversation can be filled with prejudice and trepidation: The claimant is apprehensive - they’ve heard that the case manager is all about denying their claim, they’ve had time off work and they need the income to pay the bills, meet their commitments and maybe even prove to their mates that they are genuinely injured.  ...

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