Find the right pace

When it comes to working with people and their problems get the pace right is perhaps one of the most difficult things to do, but do it we must. That is because if we are going to slowly we may miss opportunities to move forward – for example, ‘missing the boat’ when someone is in crisis and motivated to make important changes. If we move too swiftly, we may create (or exacerbate) insecurity and anxiety and thereby hamper progress in terms of whatever need we are trying to meet or problem we are trying to solve. So, how do we judge what is the best pace? There is no hard and fast rule but mainly it comes from looking closely at the situation, gauging reactions to our input and picking up the clues about how comfortable or otherwise the person(s) involved appear to be. Difficult though this may be, it gets easier with experience provided that we stay tuned in to the need to consider pace as an important feature of our work.

 

Customer Care: Getting it right

We don’t get a second chance when it comes to first impressions, and yet sadly many organizations pay relatively little attention to how people are greeted when they have their first contact with the organization concerned. If we want to make a positive difference, then it is important that we get off to a good start by giving a positive, welcoming message, letting people know that they are valued and respected. Much of ‘customer care’ is basic communication skills, but there can sometimes be additional challenges involved (for example, where someone is irate or threatening). Of course, however difficult such situations may be, we need to remain focused and respectful – even if we feel very uncomfortable. This will help to make sure that, after the person concerned has calmed down, they will appreciate how well they were treated. If, on the contrary, we allow the tensions involved to prevent us from being helpful and supportive, we can be creating significant difficulties for ourselves (and/or our colleagues) further down the road if the message we are giving out is that resolving our own discomfort is more important than providing genuine customer care.