A little secret…

I don’t know how many of you have actually had to deal with any kind of trauma, and if you have, I’m sorry-it’s no bueno.

And for those of you who haven’t, I sincerely hope you never have to struggle that way, and I want to let you in on a little secret about trauma. It’s probably one of the most under-talked about issues related to trauma: it changes your thought processes. All of them, even the little ones, even years later.

For example: I had what I thought was a completely normal interaction with a colleague yesterday:

They called to tell me a patient was headed my way. OK

They said the patient needed customer service. OK

They said what the patient’s issue was with their bill. OK

Nothing out of the ordinary; I answered everything he told me with an OK, and didn’t think anything of it. The patient did come to my entrance for the customer service team, I got his name, let the team know he was there, and told him someone would be out to help him in just a moment. Standard response to anyone who comes in my doors. Helpful, understanding, and direct without being cold. I didn’t think anything else of it…until my supervisor told me we had to talk.

Here’s part one of that thought process change: I felt a little anxiety but not too much. I knew I hadn’t done anything that would warrant a serious discussion or rebuke or write-up, none of that. And then I started thinking about every interaction I had had with every patient, co-worker, caller, and walk-in for the last 2 weeks. What did I do? What did I say? Was there a misunderstanding? And it went on. And nothing came to mind.

My supervisor finally came over, just as I was about to send her a message with a funny meme about the things that keep us up at night, to ask her to come see me before my shift ended. So she walks in, and I shut down the music so I can give her my full attention and prepare myself to hear what I had done. Because it must have been something, right?

She tells me that my colleague I spoke with, said I had a tone.

I gave her a blank look, like, what? He said, through our lead-not the same as our supervisor-that I had a tone. So I told her about the conversation, that I only said OK… She said “is that all?” Yeah, that was it, such a mundane conversation that I didn’t even remember it initially.

And here’s where it gets fun, part two: I’m calmer after she tells me what happens–a little frustrated that my direct approach is seen as too blunt, or aggressive, or mean. And, yes, that last one has been going around; said colleague even gave me a sticker that says: I’m not funny, I just say mean things and people think I’m joking–But I immediately start replaying the conversation again, and again wondering where I went wrong? Questioning myself and whether I actually had a tone. Or if there was any other way I could have responded without seeming like I had a tone.

And the sticker is funny-I’ve learned to laugh at myself- but I’m not even saying mean things, I’m just saying it like it is. I’m particular about how things are done, a perfectionist, if you will. I have standards and a solid work ethic, and I expect the same from my co-workers. I’m not the best at explaining things and I don’t have a lot of patience after explaining the same 6 things 27 ways, to the same 2 people, but I’ve learned to be proficient in training others. I guess you could say I don’t suffer fools. I also know I come across a little sharper than I mean to, so I do actually put in effort to soften my edges-I know not everyone responds well my brand communication. And I make sure that people know that any sharp, brash, or short response is not a reflection of them, but of me and the things that I struggle with.

I cannot expect people to have the same level of understanding that I have after 20-some-odd years in the industry. I know it take time, and some learn more quickly than others, and some will never pick it up. I know these things, and I still work to be sure that I am not negatively affecting their mental health. They shouldn’t feel bad because this role is not their strength and they cannot do this job, the way that I do. I emphasize when I’m training that ‘this is how I get this done, when you settle in, you’ll find your own way.”

And this is what I still work through and still struggle with: I was more confident before-I knew I needed to work on the short-comings I mentioned, and I do-and I had more faith in my interactions then. Now I get to deal with anxious moments when someone is not happy, when they have a bad day and there is no reasoning with them, and when my words or actions are misunderstood or miscommunicated. Yes, I say that, because again, that conversation was so mundane I nearly forgot it.

So, what I’m going to do now, is hear my supervisor when she told me earlier that this is nothing to be worried about. I’m going to trust that I acted in a professional manner-because I did-I’m going to remember I am damn good at my job, and trust that being direct, is not the same as being rude, or having a tone.