Earlier this week I was in Columbus presenting at an OSBA (Ohio School Boards Association) session on transportation topics, and our experience in mediating with ODE (Ohio Department of Education) about transporting to some of our private and non-public schools.
The invite to speak is always exciting since we can then help others grow in our field.
One of the little personal joys I look forward to when I’m in Columbus is the close proximity to Tim Hortons. My spidey sense tingles the closer I get to that double-double, and it makes the whole day instantly a success.
There’s one right by the OSBA offices I usually hit up. Well, there are actually 2 nearby. It’s a bit overkill. Like 2 minutes apart! :-) (Northeast Ohio yearns for your expansion!)
I pulled into the drive-through and got ready for magic and my number 4 bagel with double egg and cheese, large double-double, and a trouble-free morning. The line crept along at a promising pace, I paid, got my coffee…. and then…. everything stopped!
“Our oven just broke!” I heard from inside the shop.
Cars started piling on in the line… I could sense their heightened state of emotions. A bit like a busy morning at work in a school district with a wrench thrown in to make it more difficult.
But.
Within 30 seconds or so of the oven call, a nice lady popped her head out of the window and let me know.
“Our oven turned off, and your eggs are in it… there’s nothing we can do, but we got it restarted. You want a donut while you wait?”
“Um, yes, obviously!”
“Here you go! Should only be a few minutes. We appreciate your patience!”
“No problem!”
By this time the cars had wrapped around the building, and two cars had decided their patience had runneth over, and left. A shame, and their loss. Timbits are to die for. Their coffee is next to godliness.
Soon, a bag came rushing out the window. “Here you go! We’re so sorry for your wait!”
I think we’ve all been there. Not at this Tim Hortons, but in this situation, and likely in both positions – inside, or waiting. When the pressure’s on, it’s key to communicate. And to communicate clearly.
What is happening? Why is it happening? When is a proposed solution coming?
If you take the time (as you’re working on the problem) to let others know what, why, and when you’re already on top of the situation, and it’s hard for those waiting to get heated.
Others often just want to know… for example, if there was a sign on the ST RT 14 project that said “We’re expecting to be done in September of 2022” you’d be that much less irritated.
This is a learned skill and requires you to have tools at your disposal to send messages quickly, and to the right audience.
What can you do in the next week or so to take inventory of your channels of communication to make it easy on yourself? Homework assigned.