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Serving Consciously

Your Service Signature: Creating Your Personal Style

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What makes you stand out in the crowd? Is it about learning a new approach? Brushing up on best practices? Achieving another credential?

In the helping professions, we share similarities in our formal training with some variation, of course. We learn about relevant theories, best practices in our particular field, various techniques and strategies.

When we work for particular organizations and systems, we are governed by a mandate and a set of guiding values.

Specific programs and services within these organizations normally have a central purpose for a particular group of people who access them.

There are policies, procedures, and protocols all in place to make our job easier and to give a sense of continuity and uniformity.

Why Your Service Signature is Important

Let’s not forget about your unique way of making your contribution; your personal approach.

Learning about the foundational theoretical underpinnings and specific methods involved in any helping profession is an obviously crucial element of your future success.

Some of it is really concrete. I think of nurses who are trained in various health procedures that have specific steps and in many situations, a scientific process. There is a right way and a wrong way to draw blood. And yet, at the same time, there are other softer skills that go along with that type of interaction which can provide an opportunity to show your service signature.

There is an opportunity for engagement and presence that might help the person on the other end of the needle feel more comfortable. And at the same time, it might offer a sense of lightness for the nurse in that moment of connection. It is in these moments that we get glimpses of joy and fulfillment.

Navigating The Grey Area

In addition to these more “technical” skills, the helping professions are mired in a great deal of abstract concepts that require some time for digestion and integration on the part of the learner.

When we talk about things like “self-determination” and “empowerment,” we are delving into a more gray area in that there are countless ways in which these ideas can be understood and even more ways in which they might be expressed in service to others.

Donald Schon referred to these as “soft skills.” Soft maybe; not less important or valuable. And not always easy to fully integrate into practice.

At the end of the day, there is a process involved in taking theoretical approaches and best practices from our heads to our hearts to eventually demonstrate it through our actions. These approaches and practices inform our personal service signature. They are a part of it, yet ultimately, it is you as the person who expresses it in your own unique way with the people you serve.

And it is the embodiment of that in your work that will create the space for connection with others.

It’s About How You Do What You Do

Focus on how you do what you do. What frame of reference do you come from in your work? What matters the most to you when you interact with someone? How do you wish to feel as you begin your day, go through it, and end it?

Your personal service signature will develop and evolve over the course of your career so check in with yourself for upgrades. And don’t be surprised if you completely change your mind about certain things along the way!

Your service signature is most legible and accessible to others when it is most natural to you. And this takes time and energy. It takes conscious awareness. You will know you have reached clarity when you can say it, feel it, and be it. So pay attention to that. It can be a really wonderful moment!

Let’s get started! I would love to hear about your process!

Start with identifying the foundational elements that inform your service signature including theories, practices, approaches, beliefs, and philosophies.

How do you describe your Service Signature?

Elizabeth Bishop is the creator of the Conscious Service Approach designed to support helping professionals to reconnect with and fulfill their desire to make a difference in the lives of those they support. Following the completion of a diploma in Developmental Services and a degree in Psychology and Religious Studies, she completed a Masters in Adult Education through St. Francis Xavier University, providing the opportunity to test and refine the elements of the Conscious Service Approach. Elizabeth is the host of Serving Consciously, a new show on Contact Talk Radio.

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Mental Health

Eight Characteristics of the Effective Person

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With increasing numbers of people being glued to their electronic devices, it is more important than ever that individuals focus on their interpersonal skills so that they can effectively interact with others when they do have a “real” encounter.

The importance of effective communication has been shown to be critical and has been researched over the years, with some qualities being shown to be particularly important. Based on a wealth of research, the following offers eight qualities which seem to be particularly important in developing successful relationships.

Empathy.

The ability to “get into the shoes” of another is probably the most important quality for building and maintaining healthy relationships. This selfless process builds trust by showing others that one is willing to place oneself second to the concerns of another and allows the listener to understand why others act the way they do. Those who are empathic are able to build strong, authentic, and lasting relationships.

Although all of us have the ability to be empathic, those who were brought up in nurturing relationships which fostered an understanding of others will have an easier time putting aside their agendas and be able to hear others. However, with effort, all of us can become better listeners.

Realness.

Although we often don’t like to admit it, we almost always can tell when people are not being real with us. It’s demonstrated by the way they look at us, talk to us, and behave with us. And, when a person is not real with another, the relationship cannot grow and deepen. Only genuine, transparent relationships can have the depth and breathe that develop mutual sharing at deep levels. Realness takes intentionality—a concerted effort at being genuine with the other person. Such conversations are often not easy, but they bring an intensity and honesty to relationships that are a cornerstone of positive mental health.

Acceptance.

Humans develop intricate webs of reality that make sense to them, but not always to others who observe their behaviors. Acceptance is acknowledging the fact that one may not understand the thoughts and behaviors of another, yet knowing that within the other person’s world, his or her thoughts and actions make sense. This knowledge allows one to be empathic and nonjudgmental, despite sometimes disagreeing with what others have done. Such acceptance builds strong, lasting relationships that can develop into mutually empathic and real relationships.

Cross-Cultural Sensitivity.

When individuals have regard for others and are empathic with others, they are naturally cross-culturally sensitive. But cross-cultural sensitivity goes beyond empathy and acceptance, as it also means actively wanting to know about the culture of others. The gaining of such knowledge, whether by asking others about their cultures or discovering about others’ cultures through various resources, allows one to understand individuals more fully. This deeper understanding of another acknowledges an individual’s unique way of living in the world and how that way is associated with the individual’s unique and vibrant culture.

Competence.

Being good at something, whatever it is, helps us feel good about ourselves and builds our self-esteem. Whether it’s academics, sports, cooking, or an obscure hobby, feeling competent helps us believe in ourselves and generally results in a constructive attitude toward life and others. Each of us has unique abilities and qualities, and understanding how those can be used to build self-efficacy is critical if we are going to feel good about ourselves and positively impact others.

Embracing Our Spirituality or Meaningfulness.

Why are we here? What is the meaning of our existence? Why do we do what we do in the world? If we live without a sense of our spirituality or meaningfulness, we will haphazardly live in the world as we have no reason or philosophy that drives us. Lack of a core meaning-making system results in narcissistic and selfish recklessness as individuals make decisions without reflecting on their core philosophical assumptions. Beliefs that drive a positive personal meaning making system, whether religiously-based or founded on some well-thought out philosophy, are always rooted in the Golden Rule—Do unto others as you might want others to do unto you.

Knowing Our “It Factor”—Being Ourselves.

Each of us has a unique way of thinking, acting, and being in the world, but not all of us readily embrace our individuality. Being ourselves means that we are willing to take risks with others—say what we really think, act like we really want to act, and be who we really are. Of course, in a civilized world we cannot do everything we think, feel, and want to do, but we can acknowledge to ourselves all aspects of self, and, in healthy ways, strive to fully be ourselves.

Social Sense.

Because our existence relies on living with civility in what can sometimes be a pretty chaotic world, it is important that each of us understand, be aware, and act in ways that are sensitive to others and the communities in which we live. This manner of co-existence allows us to live with a sense of safety and love as we strive to be ourselves while simultaneously acknowledging and monitoring how we impact others. Like the ripples in a lake that follow after a stone is thrown into it, a social sense means that we have a keen awareness that each action we take affects all others.

These eight characteristics seem to be critical in developing strong, effective relationships—whether it be with a friend, significant other, or colleague. However, one should keep in mind that relationships take work and knowing these qualities will do little if one does not practice them.

Most importantly, each of us should be intentionally empathic, real, accepting, cross-culturally sensitive, competent, have a sense of meaning, embrace our “it factor, and have a social sense if we are to get along with others and have a more peaceful and loving world.

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Global

Getting Stuff Done

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I used to manage a wonderful multidisciplinary team in East London, who prided themselves on going the extra mile for families on their teamwork and joined-up support. I remember an imposing senior manager visiting, and the staff sharing with her descriptions of their casework.

As she listened intently and I idly read the screen-saver on the computer behind where she was seated, I realised with dawning horror that it was repeatedly scrolling across the monitor “The East Welford Team* gets S*!%T done!!” It didn’t take long for me to find an excuse to show her another part of the office, making dagger-eyes at my team to get them to change the message to something more positively corporate-sounding pronto!

But I was very proud of that team, and I was reminded of them last week when I walked into the Project Room at work to offer to make a round of tea. I found Marianne (one of our team co-ordinators) talking excitedly with Emma and Theresa (two of our Family Workers).

The subject of the discussion was the intensive afternoon-into-early evening they had had the day before, “holed” up in an office at a GP surgery with a parent, supporting her and making phone call after phone call to get the various agencies to respond to the crisis she and her children were dealing with. The excitement didn’t arise from anger or triumphalism related to the battle with other services; it certainly wasn’t taking satisfaction in or credit from someone else’s misfortunes.

But what those team members were remembering and celebrating was a job well done and achieved through team work and partnership. Just for those 15 minutes, Emma and Theresa deserved their place under the spotlight, although to be honest most of their weeks are filled with unheralded skill and hard work to help parents, children and even other professionals achieve their potential. Marianne said that from this point on she would call them Starsky and Hutch because of their partnership, dynamism and commitment to getting the job done – even under intense pressure.

That made me smile, but also reflect on at what point we in the voluntary sector stopped talking about the “work”? And by the ‘work’ I mean the hands on engagement with and support given to our service users and beneficiaries. Don’t get me wrong – I know there are lots of people involved with charities whose work is little acknowledged and often not recognised.

A voluntary sector bulletin recently dropped into my inbox from a major national newspaper, and to judge from its contents, charities like mine are increasingly effective in our campaigning about we do, striving to identify outcomes for what we do, tweeting and blogging about it, and of course fundraising for what we do. All the people who undertake those tasks and who support the aims and values of their charities deserve to be appreciated and applauded. But lately, it doesn’t seem (purely a hunch – no hard research was undertaken) that we explain what it is we do exactly “to help”. Or that we celebrate that work.

Yes, we do talk about outcomes – but rarely about how those outcomes were achieved, even if it was only by simple but vital acts such as providing a space to talk, enabling respite for carers by finding children a holiday scheme, or setting up an awards ceremony and disco for young disabled volunteers so they can party and have fun like many of their non-disabled peers.

Under the stress and pressure, our wonderful staff carry on talking the talk and walking the walk. Sometimes in the face of hostility, but also receiving more gratitude and thanks from our service users than people would ever expect was expressed. Last month I conducted the final observation of our social work student on a visit to a parent and family she had supported during her placement.

Amongst lots of really concrete outcomes achieved by the student, including getting the children into an afterschool club and linking the family with advice around a child’s special educational needs, the parent told me that “you couldn’t wish for a better person to work with you”. When I passed it on I saw how my student positively glowed at that piece of feedback. And what could be a stronger endorsement than that someone is willing to open up some of the most private areas of their own or their family’s life to you?

If something is not talked about it is effectively unseen and unacknowledged. What we do – the day job – is a big part of our identity and people need to feel able to be proud of it. They may not look or act like Starsky and Hutch, but every day voluntary sector staff contribute to thousands of supportive conversations in bedsits, flats, living rooms, hostels, interview rooms and group work sessions to create the opportunity for positive changes in people’s lives. And we shouldn’t be afraid to talk about how they are getting sh…I mean STUFF! done.

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Mental Health

Self-Connection Through Daily Mindfulness

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If you are anything like me, you may have confused mindfulness with meditation; something requiring you to be in a certain space, a particular position and removed from distraction or other activity.

Well, I’ve come to learn that while mindfulness practice can be enhanced through meditation, they are not one in the same.

Mindfulness is about bringing conscious awareness and presence to what is right in front of us or perhaps, what is occurring within us as an emotional, physical, spiritual or intellectual sensation.

The Heart of the Matter

Before I had even heard the term mindfulness, I received a teaching that helped me to understand it more clearly today.

Many years ago, I attended a silent retreat centered in Buddhist meditation practice. We spent many hours in a seated position. Silent. During the course of the weekend, we were also introduced to chanting.

A space had been carved in the silence for a question and answer period on the last day of the retreat. Most of the questions focused on the accuracy of the chant; saying the right words, holding the right tone and doing it in the right order.

Our teacher for the weekend guided us to recognize that it was not about right or wrong, that the clarity of the words, the volume of the chant or the correct order or perfect pronunciation was not at the heart of the matter.

We were reminded that feeling into the practice was the most crucial element. The ability to hold a pure and objective intention to simply engage in the moment within our hearts would be more powerful than a day’s worth of disconnected chanting.

So, when mindfulness became a hot topic of conversation and sought after state of being, I was reminded of this learning as I struggled to understand what mindfulness would look like in my day to day life.

Some of the essential ingredients involved in mindfulness include acceptance, non-judgement, willingness to observe, openness to feeling, and release of resistance.

Mindfulness.  It’s a Gateway to Self-Connection

Here’s what I have noticed. Mindfulness leads to self-connection. Mindfulness is a pathway to self-connection. In self-connection, I have a front row seat to my own experience including the emotions, the feelings, the thoughts, the beliefs, the desires of my heart and I become intrigued and curious about this exploration.

Using mindfulness as a gateway to self-connection makes it easier to stay out of the stories that we often create in order to make sense of our circumstances in a logical and intellectual way. This can be helpful or harmful depending on the details of the storyline.

In a mindful place as you experience deeper levels of self-connection you can begin to cultivate a deeper capacity to witness yourself. You become the observer who is deeply present and engaged AND also open to whatever arises for you through your senses. And this is where self-compassion is born.

Self-compassion is the capacity to hold space for our own evolution and process without expecting it to be different in any way and to love ourselves through it all. There is no need to resist what we discover, no need to berate ourselves for anything and no need to fix. Self-compassion is the utter acceptance and unconditional love for you.

And guess what? This depth of self-connection and self-compassion expands your ability to offer connection and compassion to others. Real, genuine, authentic connection and compassion.

Is there anything more powerful than that within the context of transformative relationships?

It is a practice that deepens your experience of joy and softens your times of sorrow. It is a practice that provides a glimpse, moment by moment into your authentic nature. Your most powerful gifts of service to others is found right there.

With a mindful approach, you can move away from “right and wrong,”  step out of the contrast of “good and bad” and embrace what is in this moment. The only “right and wrong” that becomes important is what feels right or wrong to your own heart.

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