Wednesday, June 14, 2006
Don't Mind Me
You know what it's like when you're standing in line at a supermarket and the operator is carrying on a conversation with their colleague in the next aisle; all the time processing your goods accurately and efficiently. Even though they are getting the job done, it doesn't make you feel good, does it?
To some extent we can make allowances for this, because they are typically only 16 years old, have never had explained to them that this is inappropriate behaviour and often their managers are poor role models.
I was shocked though to experience this behaviour from two mature nurses during my recent stay in hospital. I found the nurses to be friendly, helpful and professional in the way they operate with one exception. On the morning shift, on two or three occasions, I had the situation where the nurses were checking the various tubes sticking into me or doing some other regular tasks, while carrying on a conversation with one another as if I wasn't there - about studies, children, their own ailments and things going on at the hospital.
How do you think that made me feel?
Insignificant!
You see, they were oblivious to the fact that they weren’t really ‘being there’ for me. They were doing their jobs, taking good care of Jurek Leon the patient, yet ignoring Jurek Leon the person.
They were like many of us are when driving our car on a regular journey - functionally there, driving safely (hopefully) but not fully focussed.
They were missing out on what I call ‘the essence of service’: To make someone feel better about him or herself as a result of being in contact with us.
In my other life I’ve written a two-page article on this. If you'd like to read it click on The Essence Of Service.
To some extent we can make allowances for this, because they are typically only 16 years old, have never had explained to them that this is inappropriate behaviour and often their managers are poor role models.
I was shocked though to experience this behaviour from two mature nurses during my recent stay in hospital. I found the nurses to be friendly, helpful and professional in the way they operate with one exception. On the morning shift, on two or three occasions, I had the situation where the nurses were checking the various tubes sticking into me or doing some other regular tasks, while carrying on a conversation with one another as if I wasn't there - about studies, children, their own ailments and things going on at the hospital.
How do you think that made me feel?
Insignificant!
You see, they were oblivious to the fact that they weren’t really ‘being there’ for me. They were doing their jobs, taking good care of Jurek Leon the patient, yet ignoring Jurek Leon the person.
They were like many of us are when driving our car on a regular journey - functionally there, driving safely (hopefully) but not fully focussed.
They were missing out on what I call ‘the essence of service’: To make someone feel better about him or herself as a result of being in contact with us.
In my other life I’ve written a two-page article on this. If you'd like to read it click on The Essence Of Service.
# posted by Jurek Leon @ 11:18 am 
