Listening Power

I had the pleasure of visiting a system user (the system I am responsible for) at her desk to help her with an issue. The issue itself took only a couple of minutes to resolve, but the visit was closer to fifteen minutes. Why? Because this user had something to say. I have had this kind of experience several times since I became a system administrator and supporter.

First, as I have alluded to in another post, there is a wonderful sense of shock and awe as the user realizes I am actually coming to see him or her rather than trying to do everything quickly over the phone or email. There is great power just in the act of meeting with someone face to face and meeting them where they are. Next, rather than jumping on the users computer to fix the problem, I sit in their guest chair and allow them to start talking. The response is rather remarkable. At some point we get around to resolving the technical issue, but without exception the person has more to say about their experience as a user and their ideas in general. I have other things to do, they have other things to do, but in those moments as users share their thoughts you can see things like anxiety and frustration melt from their expressions. It is those moments in which the real value of the visit shine through, not the fixing of the technical problem.

Whatever our professions or roles might be, it seems that there are always those who just need to be listened to. Somewhere in our agendas, task lists, and meeting schedules, I wonder if there is room for more of this.

~ John