Our staff are now called upon or thrown into situations which involve a whole range of behaviors that they have little or no training for.
How we interact in our co-ops with those who are less fortunate and troubled will be defining moments for how we’re seen in our communities, who we are and what we are all about.
All of us in our co-ops come with different levels of maturity, sensitivity and ability that influence the different ways we will react and respond when confronted by a highly immediate and complicated customer service situation.
Our customers and co-workers will be experiencing and observing these often intense interactions and be influenced by what occurs.
And let’s not underestimate the effect we have on those we interact with directly who are already troubled.
I feel it is not only necessary, it is critical that we are proactive in meeting this new type of service.
Not only is our service values at stake, there are also at times issues of safety and security for all involved. We want to be highly trained in the art of de-escalating situations, upholding important boundary lines, and treating those we interact with in alignment with our service goals for all.
We need to put in thought time on this subject and find resources that help our managers and staff develop their skills and capacity.
Local mental health professionals and social workers can be a great help in putting programs together. Also, we have a lot of wisdom and experience among our own staff members that can be sought out.
Networking will be key.
We need all staff on the same page with ongoing training for new staff just coming onboard.
What we can’t do is turn a blind eye to this situation.
As the world changes so must we change by strengthening our skills and heart to meet it.
And as we have in the past, the spirit of co-ops will lead the way with exemplary and innovative methods of doing business and relating to those with whom we share this planet.
Be well,