Articles

Webinar recording — Mastering Workplace Communication: Implementing the IECCC Framework for Better Recovery Outcomes

Dr Mary Wyatt & Rhea Mercado

Dr. Mary Wyatt and Rhea Mercado share practical insights from the new It Pays to Care initiative Messaging Matters — The IECCC Framework.

This exploration of the Messaging Matters IECCC Framework, a recently launched It Pays to Care initiative, shows how effective communication strategies can transform challenging workplace conversations and significantly improve recovery outcomes.

Dr. Mary Wyatt and Rhea Mercado share how what we say — and how we say it — directly influences worker health, expectations and engagement in the RTW process.

Key topics include:
  • understanding the IECCC Framework's core principles: Introduce, Educate, Clarify, Collaborate and Coordinate

  • practical application of conversation roadmaps for common challenging scenarios in workers' compensation

  • evidence-based communication techniques that increase the likelihood of RTW by up to 25% for physical injuries

  • strategies to reduce perceived injustice and improve recovery through better stakeholder communication

  • implementation options for organisations looking to embed the framework in their systems and processes

  • real-world examples of how clear, supportive messaging transforms case management challenges into opportunities.

Dr Mary Wyatt

Dr Mary Wyatt is an occupational physician who’s been active for over 30 years in clinical practice, research, teaching doctors and policy development including the creation of the original Health Benefits of Good Work through AFOEM and now It Pays to Care.

Rhea Mercado

Rhea Mercado is the founder of The Intelligent Rebellion and Threesticks Training & Development. With over twenty years of experience spanning clinical environments, workplace rehabilitation, and injury management, Rhea brings her unique perspective and lived experience to the It Pays to Care team.

Webinar recording
Further resources

Presentation slides

Conversation roadmaps

Messaging Matters - itpaystocare.org

Published 01 July, 2025