Service Providers

Clients and the staff

Condition assessment: g., absences or delays (clients, staff, students, teachers), grades, skills, desire for suspension, misunderstandings, lack of understanding, conflicts, quality of the service, or lack of strength (students, teachers, staff, managers, or employers)
Thoughts (e.g. values, attitudes, motives, mistakes, illusions, interests, longings, intentions,…)
Feelings (e.g., fear, uncertainty, anger, sadness, joy,…)
Talks (what has been said? and how has it been said?)
Actions (what has been done? and how has it been done?)
Physical conditions (e.g. lack of strength, pain, muscle tension, headache,…)
Reasons: WHY? (e.g. communication [expressions, gestures, clothing], language barrier, cultural differences, lack of information about the Finnish education and labor system, differences in labor systems [work ethic] and service systems [bureaucracy], attitudes, racism, etc.)
Changing thoughts (not by force, criticism, rejecting, intervening or correcting!) E.g. increasing knowledge on the principles of education, work, and service systems in Finland, about cultural differences, and their underlying causes (e.g. direct eye contact and its meaning!)
Change in feelings (as a result)
Change in speaking (as a result)
Changes in actions (as a result)
Change in physical conditions (as a result)
Changes in situations (as a result)
New evaluation after the service

Challenge (situation, event, act, speech,…)
extra information
additional knowledge (why?) by use of the theories and methods below:
1. Personal Leadership
2. Influential Factors
3. Dimensions of Cultures
4. Acculturation (choices)

The above theories and methods are not exactly the same as their original versions. We edited and developed them!

Personal Leadership is a method by which one could control a situation and make the best possible actions through recognising and managing (cultural background of) thoughts, feelings, physical condition, talks, and actions. For that, we use a questionnaire.
Influential Factors (underlying factors) explain the integration choices and strategies (thoughts), feelings, talks, and actions of people with immigrant background.
Acculturation theory shows the possible integration choices of people with immigrant background (and the reception choices of the host society) that affect their feelings talks, and actions as clients, employees, employers, colleagues, bosses etc. There are four choices for each group.
Dimensions of Cultures: It is about cultures’ main differences that also explain the integration choices and strategies of a person with immigrant background (thoughts), feelings, talks, and actions. There are six main differences.

Personal Leadership