The News You Need for Dec. 1

With a new month starting, maybe it's a good time to see if you can embrace the empowerment circle instead of the drama triangle.

Embracing the Creator Role in Workers’ Compensation: Fostering Ownership and Innovation 

Dr. Claire C. Muselman

Transitioning from the Drama Triangle, a psychological model that describes dysfunctional interactions, to the Empowerment Circle marks a significant shift in mindset, especially within the workers’ compensation space. The first role in the Empowerment Circle is the Creator, who focuses on proactive solutions, goal-setting, and self-responsibility rather than feeling limited by external circumstances. For both injured workers and the claims adjusters who support them, adopting the Creator role can change how they approach recovery and foster resilience and optimism. 

In this article, we’ll explore the benefits of the Creator role, how it differs from the Victim mindset, and specific ways claims adjusters and employers can encourage this approach with injured workers. Employers play a crucial role in fostering a Creator mindset by providing a supportive work environment, offering flexible work arrangements, and promoting a culture of open communication. Promoting a Creator mindset makes the workers’ compensation process a more empowering and productive experience for everyone involved. 

The Creator Role: Shifting from Reaction to Proactive Ownership 

The Creator role emphasizes self-responsibility and an active approach to challenges. Unlike the Victim mindset—which focuses on limitations and external control—the Creator takes ownership of circumstances, identifying ways to respond constructively and move forward. This mindset encourages individuals to look beyond immediate setbacks and focus on goals, solutions, and personal agency. 

From the lens of workers’ compensation, the Creator role might manifest as setting recovery goals. Rather than waiting passively for direction, the Creator actively defines their recovery milestones. The Creator role may also manifest as seeking solutions. When challenges arise, a Creator looks for ways to overcome them rather than feeling defeated. This role can also engage with resources. Instead of waiting for others to lead, the Creator proactively seeks resources and support to aid their recovery. Each of these elements helps an injured worker transition from survive to thrive with the right tone and support. 

How the Creator Role Transforms the Workers' Compensation Process 

The Creator role empowers injured workers and claims adjusters to engage with the workers' compensation process more meaningfully. Embracing a Creator mindset can transform the recovery experience. Here are some suggestions to illustrate this concept: 

• Encourages Personal Responsibility in Recovery: When injured workers adopt a Creator mindset, they're more likely to take responsibility for their recovery journey. This ownership can lead to better adherence to treatment plans, increased motivation, and a more substantial commitment to achieving positive outcomes. 

• Increases Engagement and Resourcefulness: Creators proactively seek resources, whether information about their injury, treatment options, or support networks. This engagement reduces reliance on others to handle every aspect of the process, promoting a collaborative effort between the injured worker, the claims adjuster, and other professionals. 

• Reduces Feelings of Helplessness and Dependence: Shifting to the Creator role can help reduce feelings of helplessness that injured workers might experience, particularly if their injury disrupts their livelihood. By focusing on what they can do rather than what they can’t, injured workers gain a sense of agency, which can improve mental well-being and reduce stress during recovery. 

• Promotes a Solutions-Oriented Claims Environment: Claims adjusters who encourage a Creator mindset in injured workers contribute to a more constructive claims process. This approach supports the worker's recovery and builds a positive, solutions-focused environment that emphasizes progress and resilience. 

Strategies for Claims Adjusters and Employers to Support a Creator Mindset 

Helping injured workers transition into the Creator role is a task that requires intentional strategies and supportive communication. Here are some ways that claims adjusters and employers can facilitate this empowering shift, playing a crucial role in the workers' recovery journey: 

• Encourage goal-setting. Invite injured workers to set specific, achievable goals for their recovery. This visioning could include physical milestones, like completing a certain number of therapy sessions, or personal goals, like developing a daily wellness routine. By framing recovery as a series of steps, workers can focus on tangible achievements, boosting motivation and self-confidence. 

• Provide problem-solving tools. Equip injured workers with tools and resources that enable them to tackle challenges independently. These tools might include information about their injury, guidance on navigating the claims process, or tips for managing stress. By offering these tools, adjusters, and employers empower workers to feel capable of handling obstacles. 

• Celebrate small wins. Recognize and celebrate incremental progress. Acknowledging small achievements can reinforce a positive attitude and keep injured workers focused on their abilities rather than their limitations. A simple message recognizing their progress can foster a sense of pride and commitment to further improvement. 

• Promote open dialogue and reflection. Encourage injured workers to discuss their feelings, goals, and challenges. By fostering an open dialogue, claims adjusters and employers create a safe space where workers can express their needs and explore ways to address them. Reflecting on their experiences helps injured workers connect with their strengths and develop a proactive approach to future challenges. 

Moving from Victim to Creator: A Transformative Process 

The shift from Victim to Creator is not instantaneous; it's a gradual process that requires consistent reinforcement and support. Injured workers may initially feel frustrated, overwhelmed, or helpless due to circumstances. By fostering a Creator mindset, claims adjusters and employers can help them take a more active role in their recovery. Here are some suggestions to consider: 

• Encouragement over Pity: Avoid language that conveys pity or sympathy, which can reinforce a Victim mindset. Instead, offer words of encouragement that emphasize the worker’s strengths and potential. For example, instead of saying, “I know this is tough for you,” try, “You already made progress, and I believe in your ability to keep moving forward.” 

• Empowerment through Choices: Injured workers should be given choices in their recovery journey. This offering could include choosing the timing of appointments, selecting from available treatment options, or deciding how they'd like to receive updates on their case. Providing choices reinforces a sense of control and aligns with the Creator's proactive mindset. 

• Highlighting Progress: Remind injured workers of how far they have come, even if they still have a way to go. This perspective focuses on growth rather than setbacks, encouraging a forward-thinking attitude. For instance, highlight recent accomplishments to foster confidence and resilience instead of emphasizing what's left to be done. 

Building a Culture that Fosters the Creator Role 

Encouraging a Creator mindset benefits the individual and the broader workers' compensation culture. When claims adjusters and employers consistently support a solutions-oriented approach, it creates an environment where everyone feels empowered to take action, collaborate, and contribute to positive outcomes. 

To cultivate this environment: 

• Model the creator mindset. Claims adjusters and employers should model Creator behaviors by actively seeking solutions, remaining optimistic, and showing resilience. For instance, when faced with a complex case, a claims adjuster can demonstrate the Creator mindset by proactively researching similar cases and proposing innovative solutions. When injured workers see their claims professionals embodying these traits, they're more likely to adopt similar attitudes. 

• Encourage continuous learning and adaptation. Recovery is not always a straight path, and setbacks are a natural part of the journey. By promoting a growth mindset and continuous learning, claims adjusters can help injured workers see challenges as opportunities for growth rather than insurmountable obstacles, fostering resilience and preparedness. 

• Foster mutual accountability. Create a culture of mutual accountability where both parties—claims adjusters and injured workers—take responsibility for their roles in the recovery journey. This mutual commitment builds trust and encourages a collaborative approach to achieving shared goals. 

Looking Ahead 

The Creator role in the Empowerment Circle offers a constructive, resilient approach to the workers' compensation process. By encouraging injured workers to take ownership of their recovery, claims adjusters and employers empower them to face challenges with confidence, resilience, and determination. This mindset shift improves the injured worker's experience and enhances the overall claims process, making it more supportive, efficient, and outcome-focused. 

As we progress in this series, we will continue exploring the Empowerment Circle by examining the Challenger role. While sometimes perceived as aggressive, the Challenger is vital in pushing for growth and accountability, which is crucial in the workers' compensation journey. These roles contribute to a more balanced, empowering approach that benefits injured workers, claims adjusters, and employers.