Communication: Quiz Part 1
Communication: Quiz Part 1
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You champion your learning, ensure concept comprehension before proceeding. A passing score of > 85% is required on the final exam to achieve Certified Master of Workers’ Compensation designation.
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Question 1 of 3
1. Question
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted.Hint
WCRI research identified 5 total factors as predictors of claim outcomes. The three factors which are heavily influenced by communication are:
– Level of Education. Employees with less formal education fared worse than those with higher level schooling. A significant contributing factor to Level of Education’s importance is the expectation and level of understanding of the individual. The workers’ compensation system can be very complex and overwhelming. Additional time should be spent with employees to ensure they understand the process.
– Fear of Being Fired: Employees with a fear of being fired fared significantly worse those w/o this fear and were 2-3x more likely to develop a chronic disability. This factor is significantly influenced by the level of trust in the workplace. Lack of communication or negative communication creates additional fear and anxiety in the employee which drives litigation rates and poor outcomes. This fear also contributes to employees not reporting small injuries until they become significantly worse.
– English Language Proficiency: Employees who had trouble understanding English were 1.5x more likely to have big problems with the health care system. Similar to education level, language barriers create misunderstanding and misinterpretation. Employers and health care providers should use a professional translator to ensure understanding. There are several telephonic translation services to fill this need.
Two additional factors identified by WCRI:
– Comorbidities
– Length of job tenure.
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Question 2 of 3
2. Question
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted.Hint
The three factors identified by WCRI that drive employees to hire an attorney are as follows:
– Fear of being fired: As was identified in the WCRI worker outcomes study, fear of being fired is a significant factor in driving litigation rates. Employees who had a strong fear of being fired were 2-3x more likely to hire an attorney.
– Questioned legitimacy of the claim: The finding of questioning the legitimacy of the claim is consistent with other studies which demonstrate the impact of a negative supervisor response when the employee reports the claim. When the legitimacy of the claim was questioned employees were 8-18% more likely to hire an attorney.
– Thought claim was denied. Employees who thought their claim was denied were 2-3x more likely to hire an attorney. The majority of these cases the claim was later accepted and lack of communication with the injured employee was the primary reason they thought their claim was denied.
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Question 3 of 3
3. Question
Grading can be reviewed and adjusted.Grading can be reviewed and adjusted.Hint
Many different words can be used to describe a successful approach to a workers’ compensation communication:
– Empathy, supportive, positive, concerned, caring, understanding
– Flexible, approachable, responsive
– Active / empathetic listening
– Problem-solving, Relational