Frankly Speaking…when you hear the word quality, a word often used and misused yet, we rarely understand. In business we are concerned about the customer, products, and services. If it is service that we receive, we expect to be treated fairly, with respect, and come away satisfied. Still we rarely receive this treatment. It appears that we have a different attitude on how we initiate quality in our work, home and projects. In order for any quality approach to work, there are many elements to consider and they are essential to any process.

Involvement! In order to gain the best results from any activity (especially in a group setting) you must become involved in the project. Within your family there are many occasions to invest time and become a part of the chemistry. Participation! This would be your greatest contribution to all those who expect your input. It is the group’s source of knowledge. We sometimes call this process a sharing of information. Remember, they all know who is a willing participant. Attaining a quality thought process is rewarding.

The type of work you do, the effort you give is crucial, and the investment you make can make or break your unit or team. Quality is how you deploy your effort to accomplish a better way at doing something. In order to arrive, you must first pick a destination. In order to reach the finish line, you must first run the race. How you do this is based on the quality of work you have invested in yourself. Remember, short cuts are only as good when using your personal computer!

Productive word usage…Effective communicating and listening both begin with language. Are you proactive or reactive in your language? Do you communicate well and clearly? Between stimulus and response, you have the freedom to choose. This is your greatest power. One of the most important things you choose is what you say. Your language is a good indicator of how you see yourself. A proactive person uses proactive language—I can, I will, I prefer, etc. A reactive person uses reactive language—

I can’t, I must, if only. Steven Covey says, “Reactive people believe they are not responsible for what they say—they have no choice.” Think of a situation in your life during the last week when you responded in a reactive way. Write down and describe what you said. What you say can result in what you do. Effective communication skills allow our children a chance to truly be heard. Teach them how to be heard. Show them the positive responses when they speak clearly. Remember, your attitude about language represents a positive sense of self-esteem and confidence that they will be heard…clearly! And isn’t that what we all want, to be heard and understood?

Preston Dennard