"C" is for Changing Attitudes

On Mondays I volunteer at the hospital Information Desk. In fact, I have had 3 or 4 volunteer jobs since I retired, and I enjoy them all. But it is interesting that even with an unpaid volunteer job, you deal with the same interpersonal challenges and irritations that go with any paid job.

At the information desk, Elaine and I check room numbers for visitors, answer various questions on the phone, and guide visitors to many hospital locations. Most of the time visitors are most appreciative, and the staff is very helpful when we have questions. But, some days, because of the enormous amount of stress in a hospital, visitors and staff can be irritable and , well, just plain cranky.

Last Monday was one of those days when the moon was full, or the planets were not in alignment. We encountered more than our share of curmudgeons. The switchboard must have been swamped, because they detoured calls to us that were not appropriately ours to answer. The callers didn't understand our floundering and became very irritable. Flower delivery people were most unhappy because the transport room was unmanned. One visitor wanted to pay for a gift shop balloon, and didn't understand why we didn't have a cash register. One lady asked where an elevator to the 4th floor was located. When I told her, she replied, "Well, I wish you would make up your mind!" I never did figure that one out.

Then there is the famous much-visited department where we must direct visitors. They have
a large main door , labeled with department name, that is front and center in the main hall. The only catch is that the staff does not want any visitors to use that door. They must have their reasons. They have asked us to direct visitors by a much circutous route that is totally unlabeled, and remember, we cannot leave our desk unmanned! Well, more than occasionally,
visitors decide to go through that most obvious, labeled door. And, when they do, the staff calls us to complain. They did last Monday.

Well, this morning as I was preparing to go to my hospital job, I remembered my new effort to try something new every day. So I promised myself that I would go to this job today with an even bigger, warmer smile than usual. I would do all I could to create a positive change. Well, you might think that we were unbearably sweet and nice at that information desk today. But, do you know what? IT WORKED!

People on the phone were patient as we sought answers to their questions. One even thanked me for my helpfulness and friendly voice. Floral delivery persons smiled and went right on to patients' rooms with their deliveries. It was pouring rain, and most people even laughed at their damp condition. I helped one lady carry a package to a room, and she gave me a hug. Two
visitors came back to our desk after visiting and thanked Elaine and I
for being so helpful. One man was delivering lunch to a nurse, and asked if he could bring us something. Such nice people on a
rainy day, responding to our smiles. Why, one person even called me "Dimples!"

And, guess what? We spied some folks going through that "forbidden door." And no one called us to complain!

So, this evening I feel like we successfully completed our challenge to Create a Positive Change of Attitudes. Now, if I can just apply that principle to those old complainers at my Friends of the
Library on Friday!