What to Do, when You Don't Know What to Do: Strategies for Dealing with Your Inner Deer in the Headlights

 

Imagine this: customer walks into the door, sits at your desk, and tells you his story. As you listen, you realize you are not sure what the next step is or even if the person is in the right place, telling this story to the right person.  Instead of staring at the person like a deer about to be hit by an 18 -wheeler or making up something that makes you sound stupid, here are some strategies to get over the hump and to make you feel more confident.

 

Listen/Take Notes/Ask Questions

 

First, you need the entire story, so you can properly advise the person. This may seem stupid to say, but you need to listen to the customer. Taking notes in one strategy you can use to keep track of important details. Ask questions to make sure you understand the story correctly, “Did x come before or after b?” The devil is in the details. At this point listen to make sure you understand everything and worry about what to say when the story is done. Listening should be distinguished from hearing. Hearing is what happened when Charlie Brown went to school- “wa-wa-wa-wa-wa-wa.” Listening is what happens when you are focused on the person telling the story, so if you cannot truly listen with all the distractions around you, either move to another spot to hear the story or remove the distractions.

 

Identify Key Issues or Concerns

 

Once you have heard the story. Identify the key issues or concerns. The story may have extra issues that are personal in natures- example girlfriend/boyfriend issues- that as a workforce development professional, you are not equipped to deal with. Make a list of the key issues to deal with. Does the customer have multiple barriers? What are they? Then prioritize them. For example, an unemployed homeless single mother with a special needs preschool aged child may not be able to discuss her lack of résumé until she can secure a stable home for her child. A person struggling with hunger cannot focus on computer literacy if he has not eaten in three days.

 

Identify Key Partners and Resources in the Solution

 

Although we would like to be magicians that can wave a magic wand and make the problem go away, we are not. Identify some key agencies, programs, and resources in the local area and then make referrals. Resolving multiple barriers may not happen overnight, but by taking the time to assist the person with the referral process to these agencies may help expedite it, rather than making the person go at it alone. Here’s a tip: rather than say, “Go to XYZ Shelter. They can help you.” Instead, try calling the XYZ Shelter, identify a person that can be of assistance, or inquire about the process for receiving services. Not only will your customer receive services faster, you will also get a big deposit in your trust and credibility bank account.

 

Another source of information is your coworkers.  Ask if anyone knows the name of someone at the food pantry or if anyone knows where a customer suffering with a medical condition and does not have medical insurance can get help. You never know until you ask.

 

Admit You Don’t Know

 

It is acceptable after listening to someone, to not have all the answers right away.  Tell the person you are working with, “I am going brainstorm and do some research and then get back to you. Let’s schedule a follow up appointment.”  Schedule another appointment and then start working on your game plan. Follow through is key. Make sure you follow through.

 

 

Pondering Point:

 

§  What is one strategy you use when you are faced with a customer with a situation you are not familiar with?

 

§  Do you have any strategies for dealing with customers with multiple barriers?

 

 

Every situation you encounter may be different, but I hope I have given you some strategies for dealing with situations you are not prepared for. I enjoy feedback. Feel free to leave a comment below. You can also email me at kcirincione@gmail.com ~Karen Cirincione