What Time Does Your Group Start? Thoughts on Engagement
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- Last Updated: Sunday, 14 February 2016 20:49
- Written by Steve Halley
Years ago, while working as a court services officer, I took “Ben” to visit Boys Town in Nebraska. This young man knew that his home situation was not healthy, but he was reluctant to consider a different living arrangement. When we walked into the main office of Boys Town, the receptionist bounded out from behind her desk and greeted Ben with enthusiasm. She asked about our trip, and asked if we needed anything. While she was polite to me, she maintained her attention and focus on Ben until the admissions representative joined us. The admissions representative interacted with us in the same enthusiastic manner. She was clearly prepared for our visit. She asked Ben excellent questions, and treated him as if he was the most important person in her life at that moment. We never sat in a waiting room. She simply treated Ben as if he mattered. The outcome of this visit was that Ben decided to live at Boys Town.The Boys Town receptionist and admissions representative created such a positive connection that it left a lasting impression on me. So much so, that I am writing about this experience 25 years later. Boys Town had intentionally honed the art of engagement.
"Beginning facilitators can become reactive to these early defenses. This reactivity can harm engagement efforts."
