Definitions

The following published definitions build the foundation for the “Professional Package” concept. Although they capture the essence of the topic area, they serve as a practical guide for practice; for example, our definition of supervision can be used by both supervisor and supervisee as a model to dialogue and evaluate the quality and essence of their supervisory relationship.

Professional Package

FRANK DELANO AND JILL SHAH

A cohesive concept that logically articulates a commonly accepted professional standard that depersonalizes an issue and stimulates a professional process.  Consistent use of the package cultivates an organizational culture that promotes a standard of excellence, cultural competence, and highest quality services.

Cultural Appreciation

FRANK DELANO AND NOOR ALMAOUI

Cultural Appreciation is the process of being genuinely curious to learn about and immerse yourself in someone else's culture in order to embrace our similarities and celebrate our differences as a means of engaging and exhibiting true respect for another person and their culture.

 

Cultural Appreciation is not cultural competence or political correctness. It is not “walking on egg shells” to avoid inadvertently offending someone else. It is a mutual process of respecting, learning about and appreciating pieces of another's culture.

Supervision

FRANK DELANO AND JILL SHAH

Supervision is a professional relationship that provides support, education, monitoring of quality, and creates a safe forum to reflect on professional practice. It should encourage constructive confrontation and critical thinking that informs and improves the practice of all parties. Respecting the inherent hierarchy in the relationship, it should accept the ethical responsibility to use power in a thoughtful manner. The dynamics in the supervisory relationship can create a parallel process in all other relationships including that of the client/worker.

 

Ultimately, supervision should be the vehicle to create dynamic growth, establish high professional standards and enhance quality and culturally competent services.

Confrontation

FRANK DELANO AND JILL SHAH

A proactive intervention to intercept and redirect behavior that may require change and to create a forum to better understand and guide the judgment/practice of both parties in order to ultimately improve quality and culturally competent service.

Professionally Packaged Confrontation

FRANK DELANO AND JILL SHAH

Using assessment skills to frame the confrontation in order to de-personalize the issue and explain the problem in a way that reflects an acceptable professional standard that is unquestionable to most.

 

A professionally packaged confrontation should minimize the potential to damage self-esteem and maximize the potential for cultural sensitivity.
 

Organizational Politics

FRANK DELANO AND JILL SHAH

A set of underlying dynamics not linked to polices, procedures or concrete structures that influence and drive behaviors and outcomes within the organization.

 

Having a thoughtful understanding of the entire circle of these operational nuances one should develop thoughtful, professionally packaged strategies to navigate the volatile seas of organizational politics with integrity.

Professionally Packaged Meeting

FRANK DELANO AND JILL SHAH

A “professionally packaged” meeting has a clear and well articulated goal/objective, starts on time, ends on time or when the objectives are completed, has a realistic agenda, achieves its’ objectives and maximizes positive contributions from participants. It should enhance the professional image of the leader, the program, and the organizational culture.

Excellent Customer Service

FRANK DELANO AND JILL SHAH

Excellent customer service is having pride in your work while living the mission of the agency. It involves setting a pleasant and professional tone, working efficiently, and accepting responsibility to extend yourself to meet the needs of your customers.