YOU’RE WORKING AT THE FRONT DESK
You’re working at the front desk.
A patient begins a loud cell phone conversation. Other patients exchange eye rolls. As the call continues, grimaces and heavy sighs are becoming almost as loud as the patient on the phone.
Your policy is posted for all to see.
Mercifully, the call ends before the situation gets out of hand. But then…
Uh-oh. The patient is placing another call.
What do you do?
A. Look super busy, avoid eye contact, and pray the reception area doesn’t erupt.
B. In your most authoritative voice, say: “Sir, please use your cell phone outside. I’ll come get you when we’re ready for you.”
C. Call the patient’s name, take him to a private area, and explain the reason for your ban on cell phones.
D. Walk over to your no cell phone sign and point to it. Smile as you do it.
When someone is doing something they shouldn’t, you demonstrate respect by speaking with them privately.
People are more likely to acquiesce when they don’t have an audience.
And as they say at Disney: “We hope our guests are always right. But when a guest is wrong, let the person be wrong with dignity.”
CARE, LEARN, LEAD
Redefined: 3 ideas, 2 quotes, 1 question. (James Clear blog)
Reimagined: Radical listening. (Forbes)
Caring for the Whole Person: How to screen for SDH. (Physicians Practice)
Irritated: Avoid these customer service phrases. (Help Scout)
Appreciated: Thank you notes from 15 healthcare CEOS. (Becker’s)