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Helpfully unhelpful: The pathology of being too supportive

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https://theconversation.com/sublime-design-the-london-underground-map-26240

When I first arrived in London, I needed to find my way across the city to the now former site of the Home Office at St Anne’s Gate.  I didn’t have a clue about how to get there so I asked a member of staff at St Pancras railway station. He helpfully pointed me in the direction of the London Underground.  I was swept along by a torrent of people, all going about their business with a purpose, I however, didn’t have a clue where I was going.  Finding sanctuary in a quiet eddy and desperately looking around I spotted a member of staff across the concourse. Fighting against the current I scrambled to where the member of staff was and implored upon them to rescue me. Thankfully the underground staff had all been briefed, not specifically about me, I should hasten to add, but about how by being super helpful they could increase customer satisfaction, reduce complaints and attract even more customers.  And having explained my dilemma, I was very helpfully led through the ticket barriers, now struggling to hold back the surge, and down the escalator to the platform below. I was told to get on the next train and to get off at St James’ Park. Having arrived at my destination I became confused as to which exit to use and once again found a very helpful staff member who led me part way to the exit, where I spilled out into the sunlight a matter of yards away from my destination.

The following week I once again plunged into the torrent and confident that I knew which underground line to take I allowed myself to be swept along to the barriers and through, and then panic.  Which platform and am I sure that was the right line? Once again, a beacon of hope shone across the dark morass, a member of underground staff. Once again, I was led to the platform in a super helpful way and got on the first train. But this time I didn’t arrive at my destination for some, I have to say, traumatic hours. The problem was the first train was not the train to catch, it was the second that I needed; I will most definitely have to complain about that member of staff being unhelpful.

This pattern of visits to London and assistance rendered by sometimes grumpy but always super helpful members of underground staff continued for some weeks. Often, I would stay in London for a week at a time before returning home outside of the metropolis at the weekend.  During my stays I visited numerous police stations as part of my work and every time I used the underground, I sought out a helpful member of staff to assist me.  Sometimes, if they rather unhelpfully simply pointed me in the right direction, I would set off and then return to them explaining that I didn’t understand their instructions.  Armed with more information I would again purposefully set off and then duly return until the succumbed and rather reluctantly but helpfully led me to the correct platform. 

Then in a fortnight, two things happened. Firstly, the underground staff went on strike and on arriving at the gates of St James’ Park underground station I found the gates closed. There were a couple of members of staff there, but they weren’t very helpful.  ‘What should I’ do I asked, ‘Dunno’, was the reply.  Now that was not very helpful, complaint forthcoming I feel. I didn’t make my appointments that day and the following day had to use taxis to get around.  Much easier to use taxis you might say, yes but not really justifiable in terms of cost, my boss told me when I suggested I would forego using the underground altogether.  After three days the underground opened up again but for some reason there were no staff around to ask for help. I became increasingly anxious and found myself avoiding the underground, using taxis at my own expense, and walking long distances. I was exhausted I can tell you.

https://www.flickr.com/photos/cgpgrey/5050728957/

The next week I ventured into the underground again, I couldn’t avoid it forever.  I found a member of staff and duly asked them, in an almost ritualistic fashion, how to get across London to another underground station near yet another police station.  Instead of pointing me in the right direction, which we all know by now is a rather fruitless, time wasting and unhelpful exercise, or super helpfully taking me to the correct platform, they took me to a rather large underground map on the wall. ‘This is where we are’, the very nice lady said, ‘and this is where you want to be’, she added. She then continued to explain how to use the map, how to follow the signs dotted around the stations, how to look for the signs before entering the platforms so as to work out which platform to be on and how to ensure I get on the correct train. I was nervous following her instructions as I made my way to the platform, but I got to my destination and I made my own way back, with help of the wall map of course.  From that point onwards, I made my way around London on the underground with increased confidence, I wouldn’t say with consummate ease, but confidently. I made mistakes but because I knew how to read the map, I was able to rectify them and if I couldn’t I knew that I could ask. Of course, now that I drive, I use maps, I would probably have been pestering police officers and random members of the public otherwise and we know how the rare the sight of the former are on our streets. Anyway, I don’t think they’ve had the ‘super helpful’ briefing. Lately though I’ve been using my satnav, and sometimes getting into a right pickle. It seems you can’t beat good old-fashioned map reading.

What’s the point of this nonsensical tale? Well the clue is in the title. As educators we need to consider the purpose of what we are doing and how this will add value to students’ learning and knowledge.  We can give students the answers to the essay questions, how to structure a particular essay, what arguments to include, what books and journal articles to read.  We can supply them with reading lists that contain links to the books and journal articles, we can coach them to such an extent that their journey is in fact our journey, just as my journey to the underground platform was the staff member’s journey. We can repeat this many times over so that students are capable of completing that essay, but like me on my journey through the underground, they will need the same coaching for every piece of assessment and whilst they may complete each journey as I did, they have learnt very little and become increasingly disempowered and crippled by our helpfulness and their increasing reliance on it. Our jobs as educators is not to provide answers but to equip students with the tools to find the answers themselves. That process requires a willingness to learn, to discover and to take risks. Super helpfulness should not be an organisational strategy to ensure each part of the journey is easily manoeuvred and completed, it should be about ensuring that people can complete any journey independently and confidently.  Sometimes by appearing to be super helpful we are simply being very unhelpful and disempowering people at the same time.


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