The world is in a very fragile state.
Every interaction should imply H.O.P.E.
Open honest communication is always the best way to approach a fragile situation.
Provide people with options:
Patients: Would you like to reschedule your appointment for June or would you like us to call you when our office is reopened? Please keep in mind we have many patients to re-schedule. You may not get in as quickly as you would like.
Vendors: Can we place a hold on our auto shipment until we are back in the office, or should we accept the next one and get our office supplies fully stocked. How are other offices handling this?
Focus on people…not the processes.
Everyone is feeling isolated and anxious. Take the time to actively listen to everyone you interact with. It will benefit you in the long game.
Empathy is a gift.
People are in different stages of dealing with this:
Fear, Acceptance, Opportunistic
Try to recognize where that person is and realize that individuals handle stress differently.
If we can get to Acceptance, that is where we begin to move forward and become creative!
Keep in mind, some people may never be able to leave the fear / impulsive / protection stage.
Copyright 2020 Lisa Copeland. All Rights Reserved