During a sales phone call yesterday, a perspective client asked a question: "Will I be locked into the policy?"
I stuttered a bit then answered, "No. That's the wrong question. The answer is, though, if you don't enroll soon, you'll get locked out of the individual health market until Open Enrollment or you have a Qualify Event." They had a couple days left of a Special Enrollment Period because they had lost their job and employer-sponsored benefits a couple months ago.
The prospect asked a great question because it disrupted my rote thinking. I had a whole bunch of long answers to how Open Enrollment and Special Enrollment Periods. They always came out awkward, stuttering and tiring, for me at least.
With my new answer I can just say, "If you don't enroll by so-and-so you'll be locked out Open Enrollment or you have a Qualifying Event." It's quick. It's too the point. It gets the message across.
It took a disruptive question for me to figure out this great phrasing. So sales people, service people, tech support, teachers, whatever, don't fear disruptive questions that stump you.
Like I read often, see the challenge as opportunity. Use it as a learning opportunity. Use it to consolidate your thinking and phrasing.
Maybe you'll even make the next encounter with a learner less tiring and stressful. Maybe the job could become easy and fun. Maybe you'll enjoy yourself and look forward to the next encounter.
Who knows? Maybe you'll even look forward to the next disruption.