By: Saleh Abdullah Alkhamyasi
I was at Kims Oman Hospital one day. While I was there waiting for my turn to see the ENT Specialist a furious patient came to the nurse who was in that clinic with anger as if he was an erupted volcano. His shouting made it seem all those who are around him are deaf. He was communicating to her in a harsh language. On the other hand, the nurse was so focused and composed. She did not let his mood affect her response at all. Deep inside her she has undeterred conviction that her customers are always right. After all she is there to serve them.
The drama which was orchestrated by the patient attracted the attention of the people in that ward. In his reprimanding language the patient went on grumbling do you know that thirty minutes has elapsed without even being allowed to see my doctor? You people think it is only your time that matters has it occurred to you that I had to cancel many commitments to come and see the doctor? And to my dismay what do I get? His chain of do you and has it questions flooded without interruption. The nurse was listening to him so emphatically. Her approach of handling the situation was so professional to an extent that I found myself drawn to the scene. I was so immersed in the case at handle and eagerly awaiting the see final outcome.
She flashed an assuring smile that indicated he is right. She said sir you are absolutely right. I fully understand and agree with you. Unfortunately the doctor has to rush to the operating theatre to attend an emergency case but I assure you he will be here shortly. With a smiling face she requested him to sit in a chair in front of her and immediately started checking his blood pressure and took care of the other formalities. She fed all the inputs in his online file and politely asked him to be seated. Her pleasant smile did not depart her face at all. With her humane touch she carried the conversation with him and went out of the way to get him a newspaper and handed it to him. Sir do you care to take a look at the paper it should not take any longer until the doctor is back. She stretched her hand towards his direction with broad smile flashed on her face. The patient was compelled to take the paper after such a highly humane interaction despite his rough manner. With that she has tamed the angry client and kept him happily at bay. I felt like giving her a thunderous round of applause for defying the odds and controlling her emotions. I felt it is such talents with their approach and commitment that make or break an organization. It is such quality of output that we need to see prevailing in all the organizations, after all the customers are always right. We should all strive to listen to others before demanding them to listen to us. We need to be in control and not allow our emotions to dictate our response and in turn embrace a “if it is to be it should be up to me” attitude.
She was actually right within few minutes of handing him the paper the specialist came back and our friend rushed to the room behind him.
I left the hospital thinking that yes it is the little thing that makes a difference when it comes to dealing with people.
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