Mike Sansone calls for people to ditch the barriers between themselves and people they address, and challenges us all to Get Out from Behind the Counter. I agree.
Mike reminded us that includes the retail sales counter, accountant's desk, pulpit, or even a static (cob)web site, can throw up barriers to communication.
What do you do when you sense a barrier stands between you and customers, peers or others at work?
Mike tells the story of a “man opening a coffee shop in the Des Moines Skywalk. As people walked by, he'd smile or nod...but for the most part, he was ignored.
Soon, he began ignoring the passersby and worked on behind-the-counter busy work. I suggested he get out from behind the counter and engage with people. The common ground was on the other side. Unfortunately, he stayed behind his 'protective' barrier and soon lost his business."
Great story - thanks Mike!
The following … perhaps less obvious barriers … also put us behind brain based barricades and prevent an easy flow of communication …
1. Meta messages block what you really mean
2. Venting blocks any view of the other side of an issue
3. Jargon barricades people from hooking to new information.
What would you add to Mike’s list or mine to improve the ease of communication where you work?
Hi Ellen, I agree with you about removing barriers. A lot of time in dental offices there are a lot of barriers. The receptionist is barricaded behind the front desk, the assistant calls the patient to the back from the door and everyone is wearing masks and goggles. I decided to try something different. When patients arrive the receptionist stands and greets them. When I go to bring a new patient back I walk up to them in the reception area and shake their hand and introduce myself. We then spend some time in my office talking before going to the operatory. Everyone leaves their mask off until treatment actually begins. It's fun to see the reactions when we walk out to get them. They're not used to it but they decide they like it right away. You can see that awareness as it happens. It takes a tiny fraction of a percent more effort on our part but the difference it makes in the patients perception of our caring is much greater. I'm trying to find info on body language that would be fun to use for a staff meeting. Sometimes we use our own body parts as barriers too. Crossed arms and even facial expressions can send a protective or dismissive message.
Linda
Posted by: Linda Zdanowicz | April 27, 2007 4:24 PM | Permalink to Comment