The
PLAN
Goal: Define a process for handling
disability accommodations and other challenges that results in a positive
outcome for all concerned.
Define the scope of the problem
immediately:
1) emergencies
require getting assistance for self or others as rapidly as possible
2) all
other issues can be accepted as part of the ups and downs of life and
handled accordingly.
Once the
scope has been defined, before any action is taken:
1) take
a time out for several minutes for breathing exercises or other tension
reducing measures
2) determine
if there is sufficient information to act on your own.
Monitor
level of inner tension:
1) if
it reaches an unacceptable level, take a time out
2) take
a quick walk to the drinking fountain
3) do
not take further action until inner tension is at an acceptable level.
Determine if someone nearby can be
of assistance:
1) if
so, ask, keeping in mind that your problem is not their problem.
Decide
if someone in a supervisory position needs to be notified of the
difficulty, in the event your ability to perform your job is
interrupted:
1) if
so, make the appropriate call or calls in a matter-of-fact fashion.
If calls
need to be made:
1) determine
where to start or ask someone for advice on where to start if uncertain
2) remember
that redundant information is fine, making assumptions may lead to more
problems.
All calls need to be made with the
following understanding:
1) the
person answering is not responsible for solving your problem
2) if
it becomes clear that the person cannot help, ask for a referral to
someone else.
If calls involve leaving a message
and having to wait for help:
1) decide
how long to wait before taking further action based on a non-returned call
(at least an hour before calling back under most circumstances)
2) to
avoid the sense that the problem must be solved immediately, establish a
reasonable time frame based on your knowledge of how the system works, not
sense of inner urgency, and stick to it.
Monitor
inner level of tension and take a time out before making another call:
1) do not make phone
calls if tense or anxious.
Recognize
that you may have to find other activities to occupy your mind and time if
the problem cannot be solved quickly:
1) decide
ahead of time what those will be: time-outs, walks, making notes, making
contact calls.
Constance
Lee Menefee
© 2002