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Anxiety is a normal human condition. We feel it in the form of worry, nervousness, or discomfort about a situation that may involve uncertainty, danger, or an anticipated future event. At times, anxiety in moderation is helpful. It can improve performance, motivate us to act, spur us on to solve problems, and alert us to potential threats.
When anxiety stops being occasional and becomes constant, it stops helping and starts working against us. That's where I find myself. I must constantly rewire my thinking. I tend to project worst-case scenarios. For me, this thought pattern came about in the workplace: If I prepare for the worst case, I will be prepared for everything. While this may be helpful at times (key term being at times), in my case, I take it too far and too often. It's not a healthy way to live.
I presented for two days at San Luis Valley Health in Alamosa, Colorado. My talk was geared toward patient experience. I focused on ways to reduce patient anxiety.
Often, organizations struggle to have all employees participate in improving service. I found an effective way to have people take action that improves customer satisfaction, or, in healthcare, patient experience, is to address the actions in terms of reducing anxiety. I was asked, "What is one behavior every person can do that will positively impact someone's experience?" My answer is taking people to where they want to go. If someone is looking for something, say, "Let me walk you there." In hospitals, this is very well received because they can be confusing, and the family members and patients have lots of other things on their minds. In stores, sales increase when customers are taken to the area with the product they are looking for.
Our anxiety is reduced and at times eliminated if we feel the person helping us is competent. We want to know someone has the expertise we are looking for, or if they do not, they will get us to the right person. Primary care (family) physicians are experts in this. They will refer a patient to another physician. When they do, they say, "This is the specialist my family or I would see." There is still anxiety about the situation; however, it's no longer about whether they are getting the best care.
People are less anxious when they know how long they will wait, what will take place, when things will take place, and with whom they are interacting. It builds trust.
I find everyone can relate to feeling anxious. This creates empathy for those we serve. Once employees see that the goal is to reduce anxiety, all the actions needed to create a great experience will take place.
None of this happens because someone is chasing a score or a star. It is about people serving people. That connects to each person's values...and values-driven people surround us.
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Quint Studer is the author of 16 books on leadership in the workplace and the community. His book Building a Vibrant Community is a valuable resource for civic leaders, business owners, and all citizens who have a stake in building a community they can be proud to call home. In Sundays with Quint, he shares a selection of his popular leadership columns for leaders, employees, and business owners in all industries. He can be reached at Quint@QuintStuder.com.