Effective Communications with Military Service Members Webcast
[The word “Post-Deployment” words zoom out from the middle of the video screen.]
Narrator: The post-deployment phase of the deployment lifecycle begins a short time after a service member’s orders end. [An image of the supervisor in this video speaking on the phone and writing is displayed.] As a supervisor, you can expect to hear from your service member that he or she will be returning to VA. [An image of the service member from this video talking on the phone from a nondescript room is displayed.] You may hear by email, text or phone call. Regardless of the way in which a service member contacts you during the post-deployment phase, you’ll want to communicate effectively. [An image of the supervisor talking on the phone and looking concerned is displayed.] Let’s listen in on a phone conversation between a supervisor and a service member [An image of the service member in his military uniform talking on the phone is displayed.] who has just been notified that the end of his tour of duty is going forward as scheduled—there are no extensions on his deployment time.
[The screen fades to black. The supervisor is sitting at her desk, writing on a note pad. The phone rings.]
Supervisor [multi-tasking and using speaker phone]: Department of Veterans Affairs. Marion Washington speaking.
Service member: Hi, Marion, it’s Adam.
Supervisor [looking confused and still multi-tasking]: Who?
Service member: Adam Owens.
Supervisor: Oh, yeah…, hi, Adam. What’s up? [She takes the conversation off speaker phone by picking up the phone and talking into it directly.]
Service member: Hey, I’ve only got a minute here, but I was just told by my commander that my deployment is going to end in accordance with my original orders. So, I’ll be leaving here on August 30th.
Supervisor: Uh, OK. Ummm…. I guess I need to figure out what I’m gonna have you work on when you come back from your trip. So, you’re coming back to work on August 30th?
Service member: Well, I’m gonna take some leave with my family and start back to work on October 1st.
Supervisor: Well, you know we’re always busy and I’ve got some things you can work on. Why don’t you come back September 3rd?
Service member [looking concerned]: I’m really looking forward to coming back to the job I had…
Supervisor: We can talk about that when you get back on September 3rd.
Service member [looking frustrated]: That doesn’t give me nearly enough time to be with my family. I’ve been gone for nearly a year.
Supervisor: [exasperated sigh] Well, give me a call when you get back, and we’ll figure something out. Somebody’s on the other line. Gotta go. Bye.
[The supervisor hangs up the phone.]
Narrator: [An image of the supervisor looking distressed while writing is displayed.] This supervisor’s manner of communicating with the service member was ineffective [An image of the service member talking on the phone is displayed.], leaving the service member feeling unimportant and unheard. [An image of the supervisor looking distressed at her computer is displayed.] When the supervisor didn’t show excitement about getting a call from the service member, she obviously didn’t think about how the service member would interpret the lack of enthusiasm. [An image of the service member looking confused on the phone is displayed.] This service member likely felt forgotten by his supervisor and coworkers, causing him to worry about whether his civilian job would be waiting for him. [An image of the supervisor looking annoyed on the phone is displayed.] The supervisor didn’t hear what the service member was saying, because she wasn’t actively listening. [An image of the service member talking on the phone is displayed.] When the service member explained that he needed time with his family before coming back to work [An image of the supervisor looking annoyed on the phone is displayed.], the supervisor responded as though she hadn’t heard. [An image of the supervisor looking distressed and writing is displayed.] After the second time the service member stated his need for time off, the supervisor brushed him off.
[The screen fades to black.]
[An image of the supervisor looking happy while talking on the phone is displayed.] Now, let’s see an example of how a supervisor can effectively handle a call from a service member who is getting ready to return from deployment. Listen in on their phone conversation.
[The screen fades to black. A woman is sitting at her desk, writing on a note pad. The phone rings.]
Supervisor [multi-tasking and using speaker phone]: Department of Veterans Affairs. Marion Washington speaking.
Service member: Hi, Marion, this is Adam.
Supervisor [excited and picking up the receiver]: Adam! Hey! How are you? [She stops multi-tasking.]
Service member [smiling]: Hey, I’m good; I’m good. I’ve only got a minute here, but I was just told by my commander that my deployment is going to end in accordance with my original orders. So, I’ll be leaving here on August 30th.
Supervisor [smiling]: GREAT news! The group is gonna be really excited to hear you’re coming back.
Service member: Yea, it’ll really be good to get back to a job that doesn’t require me to carry a rifle. Twelve months in the sand is enough for me [shaking head] – I’m looking forward to being on your staff again.
Supervisor [enthusiastically speaking]: It’s gonna be great to have you back, Adam. As a matter of fact, we got some new furniture, and there’s a brand new chair with your name on it, waiting for you.
Service member: [laughs] Sounds great. Hey, I want to let you know I plan to take some off to be with my family when I get back. So my plan is to start back to work on October 1st.
Supervisor [nodding]: Sure. I understand you’ve been gone a long time. Our transition plan takes into account that you’ll need some time before returning to work. I’ll contact HR and let them know what your intent is. Make sure when you get back, you touch base with HR yourself. Is there anything else I can help you with at this moment?
Service member: Um, no thanks. I appreciate you contacting HR for me. And I’ll touch base with HR when I return. Hey, I’d love to keep talkin’ but somebody’s callin’ my name and I gotta get back. It’s great talkin’ to you, Marion. [He smiles.] Looking forward to seeing you soon.
Supervisor [smiling]: Take care of yourself, Adam, and we’ll see you when you get home.
[Supervisor hangs up the phone. The screen fades to black.]
Narrator: [An image of the supervisor smiling on the phone is displayed.] This supervisor knew her audience. She understood that the service member was excited to be nearing the end of deployment, [An image of the service member smiling on the phone is displayed.] and she shared in the service member’s enthusiasm. The purpose of the communication was for the service member to notify his supervisor that he’d be coming back to work soon. [An image of the supervisor smiling on the phone is displayed.] This supervisor knew that this was not the appropriate time to talk about the project work that would be waiting for the service member when he returned to VA. [An image of the service member listening intently on the phone is displayed.] This communication-savvy supervisor also knew that many service members are worried that they have been replaced at work, and that they may not have a job to come back to. [An image of the supervisor smiling on the phone is displayed.] By listening carefully, the supervisor noticed the service member’s underlying concern about having a place on the staff. [An image of the supervisor smiling on the phone from a different angle is displayed.] The supervisor reassured the service member that there was, literally, a place for him at the office. [An image of the service member smiling on the phone is displayed.] Since the supervisor knew that it can be hard for active military to make phone calls [A close up image of the supervisor smiling on the phone is displayed.], she offered to contact HR to let them know the service member would be coming back to work. [An image of the service member smiling on the phone from a different angle is displayed.] Lastly, this supervisor wrapped up the conversation by focusing on the service member’s welfare. By saying, “We’ll see you when you get home,” the [An image of the supervisor talking on the phone is displayed.] supervisor appropriately stayed away from talking about next steps for transitioning back to her staff. By following the guidelines for communication, this supervisor was able to demonstrate her support for the service member [An image of the supervisor smiling on the phone is displayed.] and set the stage to welcome him back to VA.
[The screen fades to black.]