Lessons from Beaumont
It is getting to be nigh unto a year since I journeyed to Beaumont, Texas, to work as a Red Cross volunteer at the Hurricane Rita relief base. Today, while cleaning off my desk, I stumbled across the journal I kept during my ten-day stint.
The days were long and hot, there was a great deal of disorganization and confusion, and tempers tended to run short. My job helping run logistics for the ERV (emergency relief vehicle) dispatch team required me to be in the thick of a lot of people, who frequently had "issues" with one another.
In the last few pages of my journal I wrote down several lessons I learned over the course of the trip. Here they are, in no particular order:
1. Take the time to listen if at all possible, even if the person talking is being irrational, unreasonable, or just plain mean.
2. Don't interrupt. Even if you know the answer, or know that you don't know the answer, don't interrupt. An already stressed person will get extremely frustrated and most likely angry if interrupted. Interrupting creates more problems than it solves.
3. When answering, give as much information as possible, as calmly as possible. Just being informed, even if the information doesn't help the person's situation, can go a long ways toward relieving the tension. Also, be proactive about giving information. This can head off stress before it happens.
4. Say "please," "thank you," "excuse me," and so forth. This communicates respect and appreciation. Nobody likes to be disrespected. Everybody likes to be appreciated.
5. Look for ways to help, don't wait to be told what to do. This includes ideas for better ways to do things. (Just don't interrupt someone to share the idea--see number 2.) Constantly scan the environment for work you can do, help you can lend, problems you can head off, and questions you can answer.
6. Get as much information as possible in the time you have. More information can only help you. You'll be surprised how often you'll need to know that extra little detail.
7. Always look for ways to improve the system you're using. Try to eliminate any duplicated work, inefficient use of man-power, etc. Work to get communication to flow smoothly and appropriately. Eliminate needless links in communication chains, so that the people who need to talk to each other are actually talking to each other.
8. In an operation like this, there is no room for the "not my job" attitude. If you can't get it done, you need to find someone else who can. Also, if someone else is already doing a job, let them do it. Only jump in if they ask for, or obviously need help (see number 5).
9. Remember that the job is not about you. You are not there to be served, but to serve, as Jesus said (Mt. 20:20 - 28). Pride has no place, and no one owes you anything. Serving others means constantly thinking of, and anticipating, their needs over and above your own desires.
These are lessons I hope to remember and take with me throughout my life.
The days were long and hot, there was a great deal of disorganization and confusion, and tempers tended to run short. My job helping run logistics for the ERV (emergency relief vehicle) dispatch team required me to be in the thick of a lot of people, who frequently had "issues" with one another.
In the last few pages of my journal I wrote down several lessons I learned over the course of the trip. Here they are, in no particular order:
1. Take the time to listen if at all possible, even if the person talking is being irrational, unreasonable, or just plain mean.
2. Don't interrupt. Even if you know the answer, or know that you don't know the answer, don't interrupt. An already stressed person will get extremely frustrated and most likely angry if interrupted. Interrupting creates more problems than it solves.
3. When answering, give as much information as possible, as calmly as possible. Just being informed, even if the information doesn't help the person's situation, can go a long ways toward relieving the tension. Also, be proactive about giving information. This can head off stress before it happens.
4. Say "please," "thank you," "excuse me," and so forth. This communicates respect and appreciation. Nobody likes to be disrespected. Everybody likes to be appreciated.
5. Look for ways to help, don't wait to be told what to do. This includes ideas for better ways to do things. (Just don't interrupt someone to share the idea--see number 2.) Constantly scan the environment for work you can do, help you can lend, problems you can head off, and questions you can answer.
6. Get as much information as possible in the time you have. More information can only help you. You'll be surprised how often you'll need to know that extra little detail.
7. Always look for ways to improve the system you're using. Try to eliminate any duplicated work, inefficient use of man-power, etc. Work to get communication to flow smoothly and appropriately. Eliminate needless links in communication chains, so that the people who need to talk to each other are actually talking to each other.
8. In an operation like this, there is no room for the "not my job" attitude. If you can't get it done, you need to find someone else who can. Also, if someone else is already doing a job, let them do it. Only jump in if they ask for, or obviously need help (see number 5).
9. Remember that the job is not about you. You are not there to be served, but to serve, as Jesus said (Mt. 20:20 - 28). Pride has no place, and no one owes you anything. Serving others means constantly thinking of, and anticipating, their needs over and above your own desires.
These are lessons I hope to remember and take with me throughout my life.
posted by Jonathan at 6:00 PM
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