Make sure your words and intentions create connection with members. Keep in mind how important the following approaches are.
Listen. Listening to them, as opposed to telling them what to think, feel, or do (no “you should”) is the first step in building a trusting relationship and helping them take ownership of their Girl Scout experience.
Be Honest. If you’re not comfortable with a topic or activity, it’s okay to say so. No one expects you to be an expert on every topic. Ask for alternatives or seek out volunteers with the required expertise. Owning up to mistakes—and apologizing for them—goes a long way.
Be Open to Real Issues. Outside of Girl Scouts, members may be dealing with issues like relationships, peer pressure, school, money, drugs, and other serious topics. When you don’t know, listen. Also seek help from your council if you need assistance or more information than you currently have.
Show Respect. Girl Scouts often say that their best experiences were the ones where adults treated them as equal partners. Speak to them respectively to reinforce that their opinions matter and that they deserve respect.
Offer Options. Members’ needs and interests change and being flexible shows them that you respect them and their busy lives. Be ready with age-appropriate guidance and parameters no matter what they choose to do.
Stay Current. Show members that you’re interested in their world by asking them about the TV shows and movies they like; the books, magazines, or blogs they read; the social media influencers they follow; and the music they listen to.
Remember LUTE: Listen, Understand, Tolerate, and Empathize. Try using the LUTE method to thoughtfully respond when a member is upset, angry, or confused.
Listen. Hear them out, ask for details, and reflect back what you hear; try “What happened next?” or “What did they say?”
Understand. Show that you understand where they are coming from with comments such as, “So what I hear you saying is…” or “I understand why you’re unhappy,” or “Your feelings are hurt; mine would be, too.”
Tolerate. You can tolerate the feelings that they just can’t handle right now on their own. Let them know that you’re there to listen and accept how they are feeling about the situation. Say something like: “Try talking to me about it. I’ll listen," or “I know you’re mad—talking it out helps,” or “I can handle it—say whatever you want to.”
Empathize. Let them know you can imagine feeling what they are feeling with comments such as, “I’m sure that really hurts” or “I can imagine how painful this is for you.”
Remember you don’t have to solve their problems for them or have all the answers. Ask them what they would like to do about the situation and how you can support them.