Stuttering Story

[colesmiles]

Hi I'm new to the forum and just wanted to share something that happened to me the other night.
I'm a mild-medium range stutterer, and I work as a Cashier. Oftentimes that makes it very difficult for me talk to customers, but I do my job quickly and always smile politely if not anything else.
The other day I was called up to the managers office, where I was told a customer made a complaint that all I said was "Hi," and didn't speak any more to her. She cled I was rude and did not care about my job. The complaint went all the way to the regional managers office.
I was then told that this behaviour was "unacceptable," and I would have to begin all transactions with, "Hello, how are you?" and if possible make conversation before concluding with, "Have a nice morning/afternoon," etc.
I tried to stammer out that I have a speech impediment, but the way they were eyeing me told me they didn't believe me. I was very embarrassed and the unfairness of it made me turn on the waterworks.
It's hard to do even the simplest of things sometimes.
And it's hard to tell someone about it without sounding like you're trying to inspire sympathy.
Has anyone had anything happen to them like this?
Advice would be nice on how to deal with the situation if it ever happened again.
Thanks.

[Box of Clocks]

Sounds like a bad situation. It probably would have been best if you had told them about your stutter but easier said than done. I'm surprised that the customer actually took the time to complain about you to the manager as it doesn't sound as if you were really rude or anything. Some people eh?

[Nemo]

I would suggest that you practise a few stock phrases such as "Hi, how are you?" and "Have a nice day." This can be hard work. Try repeating these phrases over and over again, preferably with the aid of a fluency technique such as slow speech, slowed first syllables, slight airflow etc. Don't stop after starting the sentence, but continue phonating so that there is no stop or pause which could result in a block.

I used to practise saying my name fluently over and over again by means of fluency techniques. You may not believe me, but I spent days doing this, saying the sentence "My name is ..." over and over again. Gradually the fear and tension associated with my name decreased until I was able to say the sentence fluently. That's what is called desensitisation.

[howeee]

I worked besides for myself, for Firestone and Goodyear at several different retail stores. I am a moderate to moderately severe stutterer,

But I did pretty good at that job. I answered the phones maybe 30 to 40 times a day,,and sold tires and auto service. I broke sales records for tire sales everywhere I went.

I was up front at my interviews about my stuttering, but assured both companys that I could sell tires and was good dealing with customers.

You have to make sure they know you stutter, never hide that.Both companys I worked for had canned greetings they wanted us to use. But knowing about my stuttering they allowed me to modify it any way I wanted as long as it was acceptable.

Most employers are willing to give you accomodations to assist you,,,but they can only do this if they know your situation. Thats the problem with hiding your stutter they cant assist you if they dont know you need some assitance or leeway.

Always be pleasant,,never leave the customer waiting without acknowledging
you know they are there.

In retail there are always people who will not like you. There are even charts
and studies that show,,certain personalities clash with others. So any retail chain knows all this and knows you wont rub everyone the rightway stutter or not. I am the most non aggressive salesman there is, its not my technique.
But somebody once complained said I was too agressive lol.

So make sure they know you stutter, but tell them why you can do the job anyway.

howie

[pikaia]

Hey there.

I think Nemo is on to something here. Try practicing those stock phrases and see if that works. The more you do this, the more automatic it will become. I work as an office manager/receptionist and I must answer the phone all day. Greeting customers has been automatic... I don't even think about it. I have been doing this for 5 years now...

Don't ever give up. You will get better as you go...

[mike2009]

colesmiles, by all means practice stock phrases, if that'll help, but this situation is ridiculous. Does Australia have anti-discrimination laws to protect the disabled? If so, you should check with a lawyer--many should be willing to take you up for free, especially at legal clinics. The customer's complaint was based on pure ignorance, and in the U.S. and Europe, for example, your manager's reaction would probably be illegal, and stuttering does count as a disability.

You know, it's possible to be personable without launching into a litany of "Hello, how are you today, fine day it is to be shopping in our delightful store it is, I must say, and oh, look at the lovely things your buying, and oh, I do adore that dress you're wearing, what a wonderful sense of fashion coordination you have, you must tell me where you bought it..." A simple smile and "hello" suffices 99.999% of the time.

[Nemo]

As part of the intensive course which I attended we were given lapel buttons, to be worn on your jacket or other clothing, with the words "I am an expert on STUTTERING - ask me any question". We were encouraged to wear the button for the whole of the course and as much as possible outside the clinic. It introduces you as a person who stutters, but also as an expert on the subject (which we became to an extent). It helps you to "come out" as a person who stutters and is open about it. Later, when I created a support group, we had more of these buttons made. If you are interested in this idea, you could ask your employer permission to wear something similar (doesn't have to be the same wording), so that customers will immediately know that you have a stutter. Buttons such as these are made by companies specialising in marketing campaign materials.

Note that this particular wording changes the problem into a positive: from sufferer to expert. That was actually a theme of the intensive course: try to change your view of stuttering, from being a sufferer, to an expert who really knows her / his stuff as regards this speech defect. If you can manage to start seeing stuttering as THE problem, instead of YOUR problem, a subtle difference is introduced. You see the problem more objectively rather than subjectively. This more objective way of looking at the issue definitely helped me.

[colesmiles]

Aww...You guys are so nice.
I went back to work and told my floor manager about what happened in the office upstairs, and she advised me on how to approach the store manager. I went, informally, just to let her know what was going on with me, and why I acted that way - everything is cleared up now - but I could tell she's never really run across the situation before. She's a rather impersonal boss, new to the position and store, so nobody really know what she's like. But this upfront approach seems to have worked. She contacted the regional manager also.
Everything is going okay now.
After HSC (Yr12Finals) let up, my stuttering should be back at a manageable level. Stress of exams and studying and getting into university doesn't exactly help. Thanks for the info. Stock phrases have helped me marginally as well, I really appreciate it.

[Zachary]

Its nice to hear the situation is working out. But, if this ever happens again remember you're the one holding the hammer. You don't have to remember any stock phrases. You don't have to appease management in any way. Just tell them what your situation is. Keep it classy though, be nice about it ya know. The look they gave you probably had more to do with realizing how much chit they just stepped in than not believing you.

[jak]

when you have people mistreating you at work you say to the manager "Im being harassed on the job and if it continues I will call my lawyer" this usually works well on people

[colesmiles]

when you have people mistreating you at work you say to the manager "Im being harassed on the job and if it continues I will call my lawyer" this usually works well on people
LOL Thanks
I'll remember that for next time