The Broken Record Playbook: Survival Tips for Government Employees Stuck on Repeat

As a government employee, you may need to repeat the same information repeatedly, which can feel exhausting and frustrating. The following tips will help you effectively repeat information while maintaining a professional and helpful demeanor. Some you can do on your own, and some may need assistance from others.

Easy:

Have clear, concise talking points: Develop a script or outline of key points to ensure you cover everything efficiently.

Offer additional resources: Develop clear and concise fact sheets, FAQs or brochures that cover common queries or issues. These can be handed out or made available online to reduce repetition.

Update the website: Ensure the city has an easy-to-navigate section with up-to-date information addressing citizens' frequently asked questions and concerns. Encourage people to check there first.

Record videos/audio: Pre-record explanatory videos or audio clips explaining common processes or answering popular questions. Share these via the website or social media, or have them play while callers are on hold.

Nice:

Be patient and understanding: Remember, people might be frustrated or confused, so a friendly and patient demeanor goes a long way.

Enthusiasm is key: Even if you've explained it a hundred times, a little enthusiasm shows you care and want to help.

Vary your phrasing: While sticking to the core information, try rephrasing it slightly to keep it engaging for you and the resident.

Personal:

Acknowledge their situation: Show you understand their concern by summarizing their question or issue.

Confirm understanding: Ask clarifying questions to ensure you're addressing their specific needs.

Offer follow-up options: Provide contact information or suggest contacting a specialist if the issue needs further attention.

Personal well-being:

Take breaks: Repeating information is exhausting. Take short breaks to stay focused and positive.

Humor can help: A lighthearted joke or anecdote can ease tension and create a more positive interaction.

Focus on the positive: Remember, you're providing a valuable service and helping your community.

Learn more communication skills here.