Suddenly Masked!
Learning how to communicate more effectively when your face is hidden
By Gail Johnson
In March 2020, I was going about business as usual and looking forward to spring conferences. Then suddenly, out of nowhere, a pandemic arrived, changing my work life (and probably yours), maybe forever. We were instantly taken from comfortable, predictable days and plummeted into new scenarios in every aspect of our professional and personal lives.
Photo: Gail Johnson
Many of us are working from home, attending virtual meetings, creating virtual programming, and making public spaces as safe as possible with the information we’ve been given. We are shopping in grocery stores with considerable angst, taking in the mail as if there was Anthrax on each envelope, and then on top of everything else—we find ourselves in an unbelievable reality: we are suddenly masked!
A Form Of Disguise
I started to notice a shift in the behavior of other people and me when we donned masks in public. We were quieter, and one might even say we were (or felt) hidden. I wondered why and did a little digging into the history of masks.
It turns out that, throughout history, masks have been a form of disguise. Terms like “outlaw,” “burglar,” and “bandit” conjure images of masked people wanting to do harm in the world. Superheroes disguise their real personas via masks, wanting to do good in the world. Theater, ritual, and Halloween also find us masked to disguise our true selves. Now—masks are a form of protection for not only ourselves but also residents, members, and guests. Masks are even a symbol of respect for those who come into facilities, participate in programs, and use the amenities.
How do we balance this feeling of being “in disguise” with a desire to serve residents and guests to the best of our abilities? These two ideas aren’t as different as one might first think.
Masks will become symbolic of a commitment to safety, just like facility cleanliness, training of pool staff, and the condition of park grounds. If staff members don’t wear masks as outlined by a local health department or the Centers for Disease Control, residents, members, and guests may wonder what other guidelines employees are ignoring that may impact guests’ health and safety in parks and facilities. It takes only one employee improperly wearing a face mask for someone to question the commitment to guests’ well-being. Think of a dirty towel in a fitness center—just one can prevent a guest from returning. Overflowing trash cans, uncut grass, messy public areas—all give people pause to wonder about the cleanliness and commitment to safety by an organization. Making sure staff members are properly masked and equipped to communicate through their masks will go a long way to making people feel comfortable again.
Speak Up
So, how do we communicate more effectively through masks? The key word here is “more.” More clarity, more volume, and more meaning.
• Speak clearly. Over-articulate. Think: “The rain in Spain falls mainly on the plain.”
• Speak louder.
• Increase vocal tone and inflection.
These techniques will seem quite awkward and unnatural in the beginning. For those who are naturally more soft-spoken, this will be a difficult stretch of skills. However, using them will increase the odds of people understanding you. Communication, after all, is getting information from your head into someone else’s head—exactly the way you meant it. If you sound garbled or mumbled, people will only receive a portion of the meaning. When that happens, we make up the rest (what is lost). That, friends, is miscommunication.
Other important considerations:
• Acknowledge people. Go out of your way to acknowledge people. In other words, don’t ignore them and hide behind your mask. This goes for residents/guests as well as coworkers. I have noticed that people aren’t as friendly when wearing a mask. Is it because we can’t see one another smile? Do we feel a bit awkward? Or are we actually hiding? Get out from behind your mask (figuratively, not literally) by using your eyes and eyebrows more. Please exercise some caution here; exaggerating eye contact can go from welcome to creepy in seconds. Practice in front of a mirror—trust me, it works—and learn the art of raising an eyebrow in a friendly, welcoming manner.
• Greet without touching. Say something. Say anything. Hello! It’s nice to see you today. We’re glad you’re here. Incorporate nonverbals to add emphasis to words. Your eyes can be used again in this manner. A prolonged blink while smiling says “hello.” An air high-five or an air fist-bump or an elbow bump are all acceptable and welcome. An exaggerated self-hug followed by pointing to the person indicates you’re sending a hug. Again, practice and use what’s comfortable.
• Personalize nametags. Think pictures, but not the professional photo you use on a website or a LinkedIn profile picture. I’m talking about a photo of you with your dog, cat, or bird. Or perhaps one with your kids or grandkids, smiling (yes, that’s okay) or maybe even goofing around. Why? It makes you more personable. ABC Chicago weather forecaster Cheryl Scott brought her audience up close and personal with her dog Lola during her broadcasts from home during shelter-in-place orders in Illinois. People looked forward to seeing her—and Lola. Truthfully, it didn’t matter what the weather forecast was—many tuned in for Lola. This is another connection point that helps people see behind the mask.
• Consider wearing a nametag close to your face. I wear mine with a magnetic backing high on my shoulder. This makes it easy for people to connect you to your picture. If the nametag is on a lanyard two feet away from your face and close to your belly, it’s awkward for people to look at it and at you. Actually, wearing a nametag low on the torso, on the hip, or on a purse were ways to hide one’s identity all along. Let people know who you are and that you’re willing and available to help them.
• Accommodate deaf and hard-of-hearing people. These are not all people of a “certain age.” Young people have hearing loss, too. If you sense that someone is not understanding you because you cannot be heard, use a computer screen, tablet, or even a phone to display your words and invite the other person to do the same. You do not have to ask if someone is hard of hearing. If you suspect this is the case, say, “It seems like you’re having difficulty hearing me through my mask. May I write my response down for you?” This assumes it’s you and not the resident/guest, which will immediately put the person at ease.
Suddenly masked doesn’t have to mean we are disguised. With minimal effort and thoughtful planning, we can all look more approachable—even through masks.
Gail Johnson is the President/CEO of Face to Face Communications & Training, Inc. Reach her at Johnsong@face2facetraining.com or visit www.face2facetraining.com.