She was annoyed, but so was I. This receptionist needs to know about helping someone who keeps asking WHAT?
THE SITUATION
Sitting in the Oncologist waiting room for my bi-annual check-up, a middle-aged Asian woman approached the receptionist window. It was apparent she was checking in for another chemo drip. She looked ragged and tired. I felt for her.
The receptionist asked her a question. “What?” the Asian woman asked in response. The receptionist asked the question again. “What?” the Asian woman asked again. The unsuccessful exchange went on for FOUR repeats. The receptionist did not change the tone, speed, volume, or wording of her question. Finally understanding and answering the receptionist, the Asian woman shuffled away and sat at the far end of the waiting room.
I couldn’t stop myself. I was so annoyed with this receptionist’s lack of sensitivity and awareness. Consequently, I approached her, explained I was hearing impaired, and proceeded to teach her how to avoid the situation she just went through with the Asian woman.
There can be a number of factors affecting one’s ability to hear what is being said to them. Most common:
- Hearing loss for whatever reason
- English as a second language
- Background Noise
HELPING SOMEONE WHO KEEPS ASKING WHAT
No matter the reason, if a person has asked “What?” twice, something needs to change. This is what I recommend and what works for me as a person with profound hearing loss:
- Speak slower
- Enunciate each word
- Speak louder (not shouting)
- If there is still difficulty, rephrase the question.
- If none of this works, write it down.
IN CONCLUSION
Having hearing loss is frustrating in itself. Going through cancer treatment is far from pleasant. Worse, the chemo can cause temporary or permanent hearing loss. I think receptionists in all fields, especially in hospitals when people are probably stressed, should be trained as to helping someone who keeps asking what.
