Showing Respect or Sherry's Excellent Adventure

“Only those who respect the personality of others can be of real use to them." - Albert Schweitzer

Sometimes it’s tough when you’re serving people day-to-day to stop and think about how others are receiving your message, or the you want to give. It’s vital to regularly clarify and improve our presentation – how we appear to our clients and others.

I just returned from a visit to a treatment program in Canada where some of the treatment philosophies are different and can be refreshing. What I really noticed on this trip, however, was how exceptionally well the organization was presented for my review.

When I arrived at the hotel the organization had left a box of materials for me that included file forms and formats as well as brochures, program information and policies and procedures. That’s not so unusual in this situation, but the quality of the binders, file folders and even the file box that contained them was notably pristine. In addition to that “new car smell” all the materials were clearly marked and organized to assist me in quickly becoming familiar with the program – something that’s essential for a reviewer! Included in the materials was a binder with my name on it that incorporated an organizational chart, contact information, a schedule for my visit, and additional program information that was specific to the programs I was reviewing. They started out on the right foot, for sure!

As I visited the treatment programs, I was immediately enveloped by the welcoming atmosphere. Everyone was friendly and smiling, staff members and clients alike, and seemed to accept my presence as simply another point in an already busy and productive day. The organization that I visited serves a multicultural group of people, including some immigrant groups who have little or no knowledge of the mainstream culture or each other. Think of the differences between Afghani, Korean and Russian cultures. Throw in a little native culture and include the culture of poverty. Wow, what a mix, and the potential for misunderstanding and conflict is immense! How do they make it work? I believe the central theme is respect and valuing for the individual -carried out in a variety of ways.

Examples of esteem are numerous and varied. The walls of the organization are filled with items that represent the various cultures. Authentic costumes of the ethnic groups, multilingual brochures and statements are posted in strategic locations. Photographs of individuals, places and groups fill the walls and make affecting statements about collaboration.

Singing in the children’s programs supports the lively and fun atmosphere and is a common way to learn English for both the parent and child. Many staff members are bi-lingual, but most are not, so learning universal methods of communication is essential. Cooking for each other and showcasing ethnic heritage help with communication skills and bonding between individuals – building community among the participants.

Respect for the individual client was also demonstrated by providing a space for Food Bank recipients to show their cooking skills, work together, and learn how to cook with new ingredients – ones that may have historically gone to waste. Afghan dumplings were the dish being served that day.

The central point of all of this for me is the significance of speaking to the individual in a language they can hear. That “speaking” may be in the form of honoring the reviewer in a clear, well organized way that helps them to do a new job. You may be saying “well, they just wanted to impress you”. What is wrong with that? It would never cover up a substandard organization and in my eyes it shows a culture of respect. I have been to countless organizations that did NOT show this form of respect, but still got the reviewers’ unbiased eye. The bottom line was a positive experience for all.

Can you tell I was impressed? This is an example of just one of the inspirational experiences I have when I visit programs throughout the US and Canada. One of the reasons I continue to survey for CARF is to find examples of excellence, as well as just plain good ideas, that work to share with our customers. I hope you’ve found something in this report that informs you!