I stood in the doorway. Uneasy, uncertain if I was at the right place at all. I couldn’t seem to find my way around this hospital. My eyes flashed back and forth, seeking for some sort of assurance. A doctor passed me, I stepped aside to let him pass in the narrow hallway. I read the sign on the door again. It said to report here, but the lady behind the desk was ignoring me. Her phone conversation seemed to be going on forever. Then she stepped out of the room and passed me. Nothing about her acknowledged the fact that I was there. She held her nose high, her face a mask of arrogance. Her heels clicked away while I repressed the hint of anger that I felt rising in my stomach.
I took a seat and a big breath of air and turned to my phone for distraction. The heels came clicking down the hallway again. Still on the phone, she took her seat behind the desk again. Still nothing. I was completely invisible to her. By this time I was having a vivid conversation with myself.
“Leave it Mirjam. She’s talking to a patient. Maybe she didn’t see you.”
“I am so certain that she saw me! This is not worth getting angry over.”
“But you have to stand up for yourself!”
“No, I’ll just leave it.”
The doctor called me in and ended my inner struggle. I mumbled something about being ignored, but let go of the situation. After my appointment, I sat in the same hallway again waiting for the doctor to hand me the forms for my bloodwork. A woman approached me, she smiled apologetically. Her face was soft and friendly.
“I’m so sorry that I kept you waiting,” she said. “I had a situation and I was in a panic. Are you still waiting for me? Did the doctor call you in already? You don’t have to wait in the hallway, you can wait in the lounge, where you can have a cup of coffee. I’m so sorry. Is there anything else I can do for you?”
As she walked away, I could have slapped myself in the face. If there is anything I have learned this past year from working with kids with special needs, then it is that there is always more then what you can see at first sight. My first rule is: whenever there’s an extreme, look beyond the behavior. There’s always a reason for the behavior. No one yells for no reason. No kid acts out for no reason. At my work when I react to the behavior, I miss out on the real reason behind the behavior. I miss out on a chance to really connect.
I have used this technique a lot in my work. When a kid starts throwing things in anger, I can give a lecture about not throwing things and give a consequence. But I can also start a conversation by saying: ‘I can see that you are really angry,” and find out what the real issue is.
Most of the time I find out that the angry child is feeling sick, had a difficult morning or is feeling anxious about something. Addressing the real issue always deescalates the situation quickly.
I have also tried this technique at home. Whenever my youngest is whiney and starts yelling for no apparent reason, instead of reprimanding her or correcting her behavior, I stop and think a moment and then I address or investigate the situation. I take her by the hand and look her in the eye. “Are you hungry? Shall I make you something to eat?”, “Did you have a rough day? Do you want a hug?”, “You are tired, aren’t you? Do you want to sit on the couch, can I get you a blanket? Shall I make you a cup of tea?”
I haven’t perfected this technique, at least not at home. I have found that at home it is harder to control my emotions. When one of my kids starts acting extreme, my first instinct is still to correct the behavior or to step in and join the madness. At work it is easier. I can take a step back and think before I react. But I am getting better at this every day. The situation in the hospital has taught me that adults are no different from children in this area. Instead of getting angry, I could have reacted with patience. I could have been more apprehensive. In hindsight, I realize that I did notice that her cheeks were flushed. I heard her say that she was doing her best to fix the situation. I should have looked beyond her behavior.
When I look at the world around me this way, I find that I am so much more understanding, so much more forgiving for people around me. This is why I am sharing this with you today. Because we could all use a bit more understanding, right? The next time your child, spouse, neighbor or coworker starts yelling or overreacts for no apparent reason, don’t join the madness. Take a step back, think, make eye contact or make physical contact and address the situation, investigate.
I guarantee you, you will witness a tiny miracle.
Do you think you can use this technique? Have you ever been in a situation where there was more behind someone’s behavior than you thought at first?
This is an original post for World Moms Network written by Mirjam in the Netherlands