-Sandy Johnson, director of Organization Culture/Called to Care
In our ICARE brief model of service, the “A” stands for ask: “What is the most important thing I can do for you right now?”
Image in you are greeting a visitor. You have already done the “I,” introduce yourself, and the “C,” call the person by their preferred name. Now you want to focus on making sure you meet their real need, so you ask.
Asking personalizes our care for others ,extending our empathy and showing we care about what they might be experiencing. When we ask how we can help with what is most important to someone, we are conveying not only empathy, but also respect and a genuine desire to help. We suspend our assumptions because even if their needs seem clear to us, we never really know what matters most to someone without asking.
We then respond to the information they give us. We might also ask more questions to help get to the heart of someone’s needs:
- Can you tell me more?
- What is on the front of your mind right now?
- What is the hardest part of this for you?
- What questions do you have? I want to be helpful.
- What else could I do for you?
The deepest need of every human heart is to feel safe and significant, which begins with feeling heard and understood. Remember the Platinum Rule: “Do unto others the way they want it done unto themselves.”