It was debrief call time. I’m all about reflecting, and am happy to report that I reflect more and ruminate less these days. 

I also like to hear from my clients about their experiences, because you know, feedback. 

“The people on the team that are using the formula are experiencing more joy and less anxiety in their work.” 

Heck yeah!! I think that was my actual response because I have no chill. 

But really. What an incredible outcome and result to hear. 

Her team are front-line staff working with patients, and insurance companies, and missed appointments, and sick kids. Just reading that might have made you a bit anxious. 😉

That’s what they are dealing with on a good day. Then there is October. Man, this month has been a doozy in unimaginable ways. I don’t think it’s just me. The sense I’m getting is that our anxiety meters are tapping out at red. 

To hear what we worked on, what her team practiced, what her team engaged with and role played and put the effort into learning was working–and the result was less anxiety–hit me at my core. 

There are different pieces of this puzzle: some of them were using what I call the human helium tank phrases (you know, because of the 🎈I’m all about.)

“Unfortunately…” Here we go–bad news is coming. 

“We’ll try to get back to you…” Umm, don’t try. Do. 

“That’s another department that handles that…” Umm, great. I don’t care. I’m talking to you. 

By calling attention to how these types of phrases, intentionally or not, work to fill up people’s proverbial red balloons, they realized that they were increasing the patients’ anxiety. And frustration. And annoyance. 

We walked through a new way. We took out those triggering phrases. We worked on feeling before fixing. We stated our ownership statements: I’m Erin. We are going to figure this out. 

Those seemingly subtle shifts are what it takes to turn a patient experience around. When the patient’s balloon is deflated, they are chill. They respond to suggestions. They are willing to work with you. 

Hence the decrease in anxiety for my client’s staff. 

It’s a lovely spiral upwards–for both people to feel heard, to feel understood, and to move forward. 

Lots of good things come from that Deflate, Relate, Elevate Workshop. This most recent result might just be my favorite.