Excuse Me, I’m Speaking: Making Sure Your Voice is Heard

Case Management Focus

Sarasota, FL (WorkersCompensation.com) -- As nurse Case Managers, we are leaders and subject matter experts in the work we do. We do not write orders, but we influence physicians, patients, adjustors, and other stakeholders with whom we work. Our role is to see the injured worker holistically and bring recommendations to meet and achieve the injured workers and team’s goals. This post is aimed at sharing tips that you can consider to ensure you are being heard and respected in your role.  

Understand the Goal: If you want to get your point across, help everyone understand the goal. Nurse Case Managers see all views of an issue simultaneously while others may see the goal from their own point of view.  Reflect on the motivation person brings to the table and try to bring all sides together to understand the goal. 

Giving Way to Get Your Way: This term does not mean to ‘give in but to give way’. Here is the difference. Giving someone the freedom to deliver their message is important. You’re not saying you agree with the message; you’re saying you’re willing to listen to an alternative view to facilitate solving the problem.  

Offer Information That May Be of Value: Offer information that is of value to the injured worker and the team. Share the resources you researched and how your recommendations could work to improve the outcomes you all are trying to achieve. Share how your recommendation meets the injured workers,  the families’  and the teams goals. Is there buy-in from all?   

Use The 'Yes and’ Approach This is a tip from Medical Improv and communication science experts that can improve group communication. In the exercise, you are part of a scene that develops a story with multiple people, using "yes and" as transitions. You acknowledge the input of another person, then add to it, Yes and. This is an effective way to listen and hear each person and add your input.  

Do You Want to Win or Solve the Problem? Remember, all members of the team are involved when there is a challenge or problem to be addressed. Each member of the team should offer their point of view. Taking the time to listen to all viewpoints makes you less likely to create defensiveness. When you share your thinking, acknowledge others, and maintain respect, you are all part of the team, especially the injured worker and their family. This is called brainstorming, where we can come up with ideas that will meet your challenges.  

Case managers, in addition to being influencers, are change makers. Our role is pivotal in breaking down barriers and advocating for the injured worker in helping them reach maximum medical improvement and achieve their goals. I hope these tips empower you in your influential role.  

If you have questions, email me at allewellyn48@gmai.com 

Have a good week! 

References 

Being Heard: 6 Strategies for Getting Your Point Across | Judy Ringer. https://www.judyringer.com/resources/articles/being-heard-6-strategies-for-getting-your-point-across.php 

Beth Boynton is a nurse and a Medical Improv Expert. Visit her website to learn about Medical Impro and how it can help you be better heard! https://bethboynton.com  

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