Early in my career I was put in charge of a four-week summer youth camping program. I was barely aged out of the “youth” category myself. (Looking back at that period, I ask, “What in the world were they thinking?!?!” yet, it was a position I held for 11 summers.) Each week we would receive a new batch of campers and each week I tried very hard to get to know each of them by name. Sometimes I was successful; other times I was not. Occasionally, I’d stand before the whole group at the orientation and make that promise. Always, though, even unannounced, I would do my best to learn and remember each camper’s name so I could greet them by it…at least once by the end of the week.There were two reasons I made this effort.
First, being known by our names feels good. Who has not known the embarrassment of being known as that “other person” or “hey, you” on occasion? Or the awkwardness of being called by another person’s name…even if it does look a lot like ours? Or the irritation of being called a different name that is a mispronunciation of our name? (You can imagine how many times THAT happens to me, especially during the holiday season, with the last name of “Klaus.”)
When I work with people, even on short assignment, I do my best to learn and remember their names – first and last – because I know how important it is. Sometimes, I even rehearse the pronunciation of their names, especially when I mess up the first time. A few years ago, I was working briefly with a woman whose first name was a lovely Spanish name that was nearly unpronounceable to me. I kept Anglicizing the name – not belligerently or uncaringly – but because I just couldn’t get my mouth and tongue to make the right Spanish vowel sounds. She became frustrated and corrected me rather directly. I came home that night, consulted with my spouse on the correct pronunciation (Spanish is her first language), and I rehearsed like crazy. The next day my effort was obvious even if my execution was still imperfect. This experience, which was a bit difficult for both the woman and me, reminded me how important it is to know a person’s name and to get it right.
Second, getting know, and correctly using, the names of people is a simple yet solid community building activity. From the moment those campers arrived, my staff and I had only six days to create a sense of community among them, which we knew would “make or break” the whole camping experience for many of them. By learning their names and being able to use them, and allowing them to know and use our names in return, we were taking the first steps in community building.
Correctly learning and using the names of people is still one of the easiest and best strategies in community building and community change. Each of us can do it and we can do it all by ourselves. The only permission we need is the permission of the person whose name we are trying to learn and use.
However, knowing a person’s name does not equate to knowing the person. This is a mistake commonly made in American culture which values fame and celebrity. Just because we know the names “Beyoncé” or “Lady Gaga” does not mean we actually know them. In community work we need to go beyond just knowing names. We need to know people and we need to be known by them. We need to get to know people as we let them get to know us. This is the beginning of trust. This is important because, as you may know already, change happens at the speed of trust.
At another point in my career I worked at University of Iowa Health Care as a fundraiser for the children’s hospital. As part of my orientation I received a packet of information that included a wallet card titled, “15 House Rules for Service Leadership.” I still have it today because I think it offers some great advice for learning people’s names, getting to know them, and building trust. See what you think:
- Break the ice
- Stop and help
- Take the time
- Keep people informed
- Anticipate needs
- Respond quickly
- Respect privacy and confidentiality
- Handle with care
- Maintain dignity
- Treat adults as adults and children as children
- Listen and act
- Help each other
- Keep it quiet
- Look the part
- Respect our differences