I was Executive Director of a large homeless shelter outside of Chicago for nearly two decades.
I kept a list of “Rookie Mistakes” (mistakes that new staff made that more experienced staff didn’t).
Here is one of my favorites!
Rookie Mistake #72: Not knowing when to shut up
Situation:
- A person has violated a major rule and you have asked them to leave.
- They agree to leave.
Mistake: Talking.
I am amazed by the number of times I have seen a staff member sabotaging a situation that is going well.
When a person is doing what you want them to do, shut up!
Specifically:
1. Do NOT continue to tell the person that they broke a rule.
It serves no purpose, but can start an argument.
2. Do NOT rush the person.
Starting an argument will take longer than simply waiting for them to leave, I promise!
3. Do NOT respond to grumbling or even cussing.
If the person is obnoxious while leaving, ignore it. It isn’t worth starting an argument while they are on their way out.
Have a fantastic day!
Ryan
