Perspectives in Client Care: The First Time, Every Time
Who did you choose for your perspective challenge? Whether it was someone at work or someone at home, a common source of conflict is that one person is grappling with the situation for the first time, while the other person either deals with the situation repeatedly or has already mastered the challenge. See if any of these situations ring true.
Early in my first trimester I had to switch to a high risk OB. My typical first pregnancy concerns, addressed sympathetically by my OB, were all but dismissed by the high risk OB and staff. Compared to the life and death situations they saw on a daily basis, my concerns, though significant to me were petty to the high risk OB team.
When we treat a client we have to remember that they do not receive their physical challenge with the education or experience that we have. Though we may have seen dozens of clients with the same symptoms, this particular client is facing those symptoms for the first time.
When we are speaking to a supervisor who is unsympathetic, it may be because she is hearing our first time concern for the tenth time. For the supervisor, our concern has lost its newness and urgency.
When my child comes to me with a 6-year-old problem, I often unrealistically expect her to be able to understand the situation the same way my 42-year-old mind does. I have to remember to look at it with her through 6-year-old eyes so I can let her know I understand how weighty the issue is in her world. Then through my parent's eyes, I can guide her toward a solution.
We need to act similarly with our clients, supervisors, employees, children and even spouses. This week, lay your perspectives aside and look at the situation through their eyes, as if you are looking at the situation for the very first time. Validate the urgency they feel and help put their concerns into context. Use your education and experience to help them find a workable solution.