The Case Manager
Listening is one of the most valuable—and often underestimated—skills a nurse case manager brings to a workers’ compensation case. Strong listening skills build trust, uncover barriers to recovery, reduce misunderstandings, and help ensure that everyone involved is working toward the same goals.
Here are 10 strategies nurse case managers can use to strengthen their listening skills to improve their practice.
1. Listen to Understand, Not Just to Respond
Focus on what the speaker is saying instead of thinking about your next question or response. Taking time to fully understand concerns often reveals issues that would otherwise be missed.
2. Eliminate Distractions
Give the person your full attention. Silence your phone, close your laptop when appropriate, maintain eye contact, and avoid multitasking. People quickly recognize when they have your undivided attention.
3. Ask Open-Ended Questions
Rather than asking questions that require only a yes or no answer, encourage conversation with questions. Doing so can uncover valuable clinical and psychosocial information.
4. Pay Attention to Nonverbal Communication
Body language, facial expressions, tone of voice, pauses, and even silence can communicate as much as words.
5. Practice Reflective Listening
Recap what you’ve heard to ensure understanding. An example is What I’m hearing is that your pain has improved, but you’re worried about returning to work because of lifting requirements. Is that correct?” Doing this, confirms accuracy and demonstrates that you are truly listening. It also gives the person you are talking to a chance to clarify what they mean.
6. Resist the Urge to Interrupt
Allow patients, employers, physicians, and other team members to finish their thoughts. Interrupting causes people to shut down and can make them feel like what they are saying is not important. Details to be lost and may discourage open communication.
7. Listen Without Judgment
Every injured worker has their own story. Let them tell it. Avoid making assumptions based on age, diagnosis, occupation, or previous experiences. Having an open mind encourages honest communication and stronger relationships.
8. Listen for What Isn’t Being Said
Sometimes people avoid discussing fears, financial concerns, family stress, mental health issues, or workplace conflicts. Gentle follow-up questions can uncover hidden barriers that may delay recovery.
9. Clarify Before Taking Action
Don assume that you understand what someone is saying. Ask follow-up questions when something is unclear. A phrase like: Help me understand…Can you tell me more about that? Did I hear you correctly?” These phrases show that you are trying to understand the person and to prevent misunderstandings and improve care planning.
10. Make Listening Part of Every Interaction
Nurse case managers should actively listen to employers, claims professionals, physicians, therapists, attorneys, family members, and every member of the healthcare team. Each person holds a piece of the puzzle. When all perspectives are heard, better decisions are made and better outcomes follow.
Listening is more than hearing words—it is one of the most powerful clinical and professional tools a nurse case manager possesses. Every conversation provides an opportunity to gather information, build relationships, identify barriers, and guide the case toward a successful outcome. When nurse case managers become intentional listeners, everyone benefits: the injured worker, the employer, the healthcare team, the payer, and ultimately the entire workers’ compensation system.
I hope this article provides you with tips and strategies you can use to improve your listening skills. Please share this article with your team and discuss the challenges you face in your work. If you have ideas for topics that I can cover in future articles, please email me at anne@nursesadvoctes.com
PS. My 2026 Summer Reading List published on July 4th. If you like to read and are looking for a good read – check it out at https://nursesadvocates.com/2026-summer-reading-list-celebrating-ten-years-of-publishing-the-nurse-advocate-summer-reading-list
