1.  Fontys University for Social Work 1

2. 2 1.Five times why An exercise 2.What is quality anyway? a choice 3. How do you value accreditation? the dialogue

3.  Fontys University for Social Work 3 Why I come to work each day at….. Because I want to…..

4.  Fontys University for Social Work 4 Value definitions 1. Quality means profit 2. Quality means customer and employee satisfaction. 3. Quality means productivity. 4. Quality means continuous improvement, learning and innovation. 5. Quality means creating a shared sense of purpose and values. 6. Quality means community awareness and strategic alliances. 7. Quality means deep corporate social responsibility.

5.  Fontys University for Social Work 5 Seven Levels of Organisational Consciousness (Barrett) Positive Focus / Excessive Focus SERVICE MAKING A DIFFERENCE INTERNAL COHESION TRANSFORMATION SELF-ESTEEM RELATIONSHIP SURVIVAL SERVICE TO HUMANITY Ethics. Social responsibility. Future generations. DEVELOPMENT OF A STRONG COHESIVE CULTURE Commitment. Enthusiasm. Shared values. CONTINUOUS RENEWAL AND LEARNING Adaptability. Innovation. Teamwork. HIGH PERFORMANCE SYSTEMS AND PROCESSES Productivity. Efficiency. Quality. Professional growth. Bureaucracy. Complacency. RELATIONSHIPS THAT SUPPORT THE ORGANIZATION Good communication between employees, customers and suppliers. Manipulation. Blame. PURSUIT OF PROFIT AND SHAREHOLDER VALUE Financial soundness. Employee health and safety. Exploitation. Over-control. 7 6 3 2 1 5 4 STRATEGIC ALLIANCES AND PARTNERSHIPS Employee fulfillment. Community involvement.

6.  Fontys University for Social Work 6 FIVE CORE SKILLS TO THE DIALOGUE

7.  Fontys University for Social Work 7

8. 8 Five core skills to the dialogue 1. Show radical respect; 2.Talk from the heart; 3. Listen; 4. Slow down; 5. Suspend your judgements.

9.  Fontys University for Social Work 9 The talking stick has been used for centuries by many American Indian tribes as a means of just and impartial hearing. The talking stick was commonly used in council circles to designate who had the right to speak. When matters of great concern came before the council, the leading elder would hold the talking stick and begin the discussion. When he finished what he had to say he would hold out the talking stick, and whoever wished to speak after him would take it. In this manner the stick was passed from one individual to another until all who wished to speak had done so. The stick was then passed back to the leading elder for safe keeping. Carol Locust, Ph.D. Native American Research and Training Center Tucson, Arizona

10.  Fontys University for Social Work 10

11.  Fontys University for Social Work 11