The recent discussion on social media and Mdm Ho Ching’s commentary about staff at special needs cafes, reminded us of our own personal encounters with the public. The most recent being just last week.
A customer picked some daisies and wanted a simple wrapping. For our Troopers, a simple wrapping is basically placing the flowers in plastic sleeves and/or a standard floral wrap which they were taught. Well, here is where the perspective of “simple” differed. The “simple” turn out to be complicated to our Troopers. Hence, they informed the customer that they “cannot” do it. Needless to say, we can totally understand the customer’s frustration, cause she was standing in a shop that sold flowers! I got a text telling me that we have “bad attitude” coupled with angry emojis!
Turned out when our Troopers said “cannot do it” they meant “I do not know how to do it”. Again, a matter of perspective and semantics. A few quick calls and yes, had to ask a friend to help, as I was on the road, the misunderstanding was resolved and customer left happy. But it rattled and confused the Troopers.
On another occassion, Ryan was diligently sweeping the floor and as you know, his focus was 101%! A customer walked in and perhaps made some enquiries with Ryan. Yes, he was very focused on his sweeping and the customer felt “ignored”. I later got a feedback that our staff was “rude”.
So much to teach, so many different permutations of scenarios, which often times we too failed to anticipate or even find ourselves at a loss over how to handle them. What’s more for our Troopers – its confusing and extremely challenging. Although we tried to simplify ways to help them understand, but alas! They simply cannot process and fathom the complexities of our social norms, quirks and cues. They are just wired differently!
How then do we help empower them to lead a life of independence? Can society be more understanding, be slow to anger or be slow to judge? Instead, are we able to be quicker in exercising more patience and understanding?
They need to be given the opportunity to learn and grow, yet, we shudder every time we step out cause we fear of situations like the above. What’s worse, the worry that they be made a mockery on social media! One thing we hold very dearly is the protection of their dignity.
The upside to all these experiences? Our Troopers emerged more resilient and us, very humbled by the encounters.