心は目に、気持ちは言葉に
先日、航空会社に勤務している高校時代の同級生の話を聞くことができました。彼女はフライトアテンダントを経て、かれこれもう３０年のキャリアの持ち主。サ−ビスやホスピタリティ−についてキャリアを積んできた事もあり、話の中に自分や自分のスタッフがついつい陥りがちな慢心や、何気なく使った言葉や態度が、唯でさえ負のイメ−ジを抱いて訪れた患者さんにいっそうのストレスを与えていることをあらためて知りました。話の中で、ホスピタリティーとは、思いやり、もてなし、他人へのやさしさなどを意味し、一人一人の個を尊重し相手の立場を考え、相手の痛みを感じ取れる心の在り方ではないかという意見でした。全くその通りだと思います。
そして人が初対面で相手に対して抱くイメージは１０秒以内に決まってしまうことや、言葉そのものより態度、立ち振る舞い、話す語調などが相手に与える印象を大きく左右することを聞きました。
いくらきれいな言葉で応対しても心や態度が伴っていなければ何の価値もないことは当然ですが、彼女の言う、「相手の視線に立つ」ということは同時に何人もの患者さんを治療していると、その忙しさについついおろそかになりがちで、知らない間に相手に不快な感情を抱かせてしまっていたかも知れません。
最後に彼女は「心は目に気持ちは言葉となって現れる」とおしえてくれましたが、自分のような医療の仕事をしている者には今一度考えさせられる言葉だったことと、大いに反省させられました。・・・友人とはありがたいものです。
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Nano Superlattice Technology Inc. (OTCBB Symbol: NSLT) is a nanotechnology company engaged in the coating of tools and components with nano structured PVD coatings for high-tech industries.
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