By Richard Russo
Pulitzer Prize-winning author Richard Russo and 5 different Maine authors the following turn out that the shut of existence don't need to be packed with darkness, whilst hospice assistance is handy. those writers recount intensely own and profoundly relocating end-of-life bills that hide a large spectrum of human adventure. All six authors are donating their royalties to a Maine hospice; Down East also will donate 10 percentage of proceeds to a similar reason.
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Additional info for A Healing Touch: True Stories of Life, Death, and Hospice
The noisy one Plenty of volume, fist thumping, table banging, bulging veins but no real cause for complaint. Sounds familiar? These people just want to be heard. They’ve got a bit of a chip on their shoulder. Take them away from the crowd, sit them down (it's harder to get angry then), stay in control and if all else fails say, 'I’m not prepared to listen until you stop shouting'. If need be, call for back-up. 48 DEVELOPING A POLICY TECHNIQUES FOR SPECIAL SITUATIONS Chronic complainers Some people (less than 10%) complain out of habit.
Such an invitation to comment or complain can take the form of something impersonal written on the packaging: Customers who are not entirely satisfied with this product should … (action) Or something very personal, following the example of the Chairman of Pret à Manger food chain who prints his own phone number on the packaging of products! Questionnaires, comment cards, suggestion boxes, exit surveys, market research are all positive ways of encouraging customer feedback. Informal verbal feedback from talking to customers is often the most valuable of all!
HOW PEOPLE COMPLAIN PASSIVE COMPLAINERS x«# * ! ' The latter will only get a yes or no answer. Be open yourself. Let them see that you welcome complaints. If they prefer to put something in writing make it easy for them to do so. Above all, don’t let them store it all up. Who knows what stories they might tell others. 35 HOW PEOPLE COMPLAIN PASSIVE COMPLAINERS x«# * ! TYPE B Type B need more careful handling: ● Don’t be intimidated by the silence; keep asking open questions ● Don’t show any signs of frustration, despair or weakening; that’s just what they want ● Don’t react to the throw-away remarks or sarcastic one-liners – these are designed to throw you off course ● Stick to the facts and keep bringing them back to the facts These people are hard work.