By Jade Bodzasy
In the bustling environment of an optometry clinic, dealing with children can present unique challenges.
From apprehension about eye exams to fear of the unknown, children often experience heightened emotions during their clinic visits. Therefore, fostering emotional intelligence among optometry clinic staff is paramount in creating a supportive and comforting atmosphere for young patients.
By increasing emotional intelligence skills, staff members can not only alleviate children’s anxieties but also enhance the overall quality of care. Here are some strategies to cultivate emotional intelligence among optometry clinic staff when dealing with kids.
Empathy as a Foundation:
Empathy forms the cornerstone of emotional intelligence. Understanding and acknowledging a child’s feelings, whether it’s fear, confusion, or discomfort, can significantly impact their clinic experience. Staff should actively listen to children’s concerns and validate their emotions. By showing genuine empathy, staff members can build trust and rapport, paving the way for a smoother examination process.
A great example of this is allowing children the opportunity to speak. Don’t gloss them over the moment they start to say something. Of course, it is part of your job to keep the doctors on time, however this doesn’t mean you would completely disregard what a patient is trying to tell you. When we take a moment to listen to children, a few things will happen. They will listen to you in return, and you will greatly increase your rapport with their guardian as well.
This will result in positive experience for everyone and improve your chances of referrals and sales.
Effective Communication:
Clear and age-appropriate communication is essential when interacting with children in the clinic. Optometry staff should use simple language and avoid jargon to ensure that young patients comprehend instructions and explanations. Moreover, maintaining a calm and reassuring tone can help alleviate any apprehensions the child may have. Encouraging open dialogue and addressing any questions or concerns can foster a sense of security and empowerment in children.
Think about how you can simplify the terms you would use for taking a PD measurement with a child or when you mark an OC. By directing your responses to the child and making sure they fully understand what you are saying, they will be more involved in the process and in turn more attentive and patient with you while you are taking those measurements.
Tailored Approach to Care:
Recognizing that each child is unique, clinic staff should adapt their approach to meet individual needs. Some children may require extra reassurance and encouragement, while others may prefer a more independent experience. By being attuned to each child’s temperament and preferences, you can tailor their interactions and interventions, accordingly, fostering a sense of personalized care.
Watch the guardian and child for body language cues and “read the air” when the guardian is speaking. When focusing on these two aspects, you can quickly determine what might cause tension in this experience and how to remedy it. For example, little Tim likes to touch EVERYTHING, and his parents are trying their best to make sure he’s not grabbing every frame off the shelves.
Instead of letting him search the board with you, sit him down at the table and let him know he is the King today and it is your job to bring the king only the best frames for him to look at. Ask him lots of questions and bring the frame options that will work best for him to the table. Get the parents to take lots of pictures and if he needs a break to stand up and move his body, direct him to your child-friendly space so that he can do so. You will find his parents are incredibly grateful for helping them keep their own stress levels down through the experience which will make it more enjoyable for everyone.
Nurturing emotional intelligence among staff is essential for creating a child-friendly environment where young patients feel safe, supported, and valued. By cultivating empathy, effective communication, and a tailored approach to care, staff members can enhance the overall clinic experience for children and their families. If you’re not sure how to start nurturing emotional intelligence in your staff, I invite you to www.emotionalintelligenceconsultinginc.com where you will find Continuing Education centered around increasing emotional intelligence in yourself and your team.
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