In today’s fast-paced world—especially in high-stakes industries like workers compensation—the ability to truly listen is often overlooked. Yet, it’s one of the most powerful tools for building trust, improving communication, and driving results. In a rebroadcast of the Adjusted podcast, executive coach and author Tim Hast shares why listening is the secret weapon for both personal and professional success.
From Trauma Counseling to Executive Coaching
Tim Hast’s journey began in the aftermath of the Oklahoma City Bombing, where he was asked to counsel first responders suffering from trauma. What he discovered was profound: listening without judgment helped these individuals begin to heal. That experience shaped his career and eventually led him to transition from therapist to executive life coach, where he now helps leaders and teams improve communication and workplace dynamics.
Why Listening Matters in Workers Compensation
In the workers comp industry, where emotions run high and decisions impact lives, the ability to make someone feel heard can be the difference between conflict and resolution. Whether you’re working with injured workers, agents, or internal teams, active listening builds empathy, trust, and clarity—key ingredients for effective claims handling and leadership.
The HALT Factor: Why We Struggle to Listen
Hast introduces the acronym HALT—Hungry, Angry, Lonely, or Tired—as a framework for understanding why we often fail to listen well. These emotional and physical states cloud our ability to be present. Add in distractions, the urge to “fix” problems, and the pressure to multitask, and it’s no wonder listening is a lost art.
Hearing vs. Listening: What’s the Difference?
- Hearing is passive—background noise, words, sounds.
- Listening is active—focused, empathetic, and intentional.
As Hast puts it, “Until the picture that is in my head is in your head, the transaction has not taken place.” That’s the essence of true communication.
The 4 Keys to Powerful Listening
Tim Hast teaches a simple, actionable framework that anyone can use to become a better listener:
- Listen patiently – Avoid interrupting or planning your response.
- Listen with your body – Use open posture and body language to show engagement.
- Listen with your voice – Reflect back what you hear to validate the speaker’s emotions.
- Listen with your mind – Visualize what the speaker is saying to improve understanding and retention.
These techniques are especially valuable for claims professionals, safety managers, and executives who want to lead with empathy and clarity.
Listening Is a Leadership Skill
At Berkley Industrial Comp, we believe that strong communication is the foundation of great service. Whether you’re supporting injured workers, collaborating with agents, or leading a team, powerful listening can transform outcomes. It’s not just a soft skill—it’s a strategic advantage.
Want to go deeper? Check out Tim’s book Powerful Listening, Powerful Influence or connect with him at [email protected].