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Shanan Schmidt used to dread taking calls from a particular payor. Working with him was a constant battle, and he tended to become angry and yell. Over the past year, Shanan has created a rapport with him by responding with kindness even when he screams at her. As a result, he transformed from being uncooperative to providing necessary information such as addresses and employment and started making payments.
This payor now has his child and is in the process of suspension. This has, at times, created new frustrations. Shanan recalled one instance in which the father was yelling at her about having his “bratty son,” and Shanan de-escalated the conversation by asking how old his son was and saying things like, “Aw, I bet he’s a sweet boy.”
“I feel like the old ‘kill him with kindness’ worked with this one. At least for now, it seems he is working with us, and he isn’t yelling at us,” Shanan said. “Any time I have an irate payor (or payee) that is impossible to deal with and we can get to a civil conversation, I think it’s a win! I also think it’s important to listen to people and show them we are humans.”
Great work, Shanan! Thank you for everything you do.
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Work Emails for Your “Audience” | |
by Martha Stewart, ISU Instructional Designer | |
The idea of “writing for your audience” has been a part of my tool set for so long, I don’t remember when I first heard about it. That’s not to say it’s easy to do, or that I hit the mark every time, but whenever I write something, whether it’s an email, a script, or a training module, I always try to put myself in various peoples’ shoes to consider what they need to know, what questions they’re going to have, and how I can hold their attention. | |
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