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OPINION
Empathy, clear communication, and attentive listening are crucial in building trust and improving client relationships in the AEC industry. Lessons from the emergency room
A recent tussle with illness (read: stomach bug) left me badly dehydrated with my kidneys freaking out. Everything is great now, but the episode required a couple of nights in the hospital. It was the first time in my 62 years that I’ve had a hospital stay since I spent the night with my mom when I was born. Seriously. Although I’ve been in emergency rooms as both a patient and a family member, I’ve always managed to escape to my own bed.
Brad Thurman, PE, FSMPS, CPSM
My interactions with medical professionals made me think about how we in the AEC industry relate to others as part of our jobs. Both require expertise, both require information, and both have one side of the conversation that doesn’t fully understand what’s going on. My experience made me think about how to have better interactions with our clients: ■ Be kind, be calm. Whether they’re dealing with emergencies or existing conditions, patients are usually nervous or apprehensive. For some, it’s a rare occurrence. Others have been there before, but there’s still a flutter in their stomachs. Every interaction I had with the hospital staff – ER nurses, CT technicians, physicians, etc. – was met with the same calmness and professionalism, which eased my anxiety. It showed me that they
cared about how I was feeling and that they were there to help. As AEC folks, we should do the same with our clients. Let your professionalism and compassion show. Know that not every person understands how to finance a project or build their dream, so it’s your job to help them reach their desired end goal. ■ Ask questions, listen to the answers. It feels like you’re always answering questions during an ER or hospital stay. “What are we seeing you for today?” “What symptoms are you experiencing?” “How long have they been happening?” These
See BRAD THURMAN, page 4
THE ZWEIG LETTER SEPTEMBER 23, 2024, ISSUE 1554
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