1 Engaging with invountary service users in socia work Good practice guide
2 This guide is based on a research project at The University of Edinburgh which invoved: Reviews of research on user engagement in socia work. Seminars with around 70 professionas from six Scottish oca authority socia work departments. Practitioner-ed research projects in each of these oca authorities.
3 The project found that: Worker-cient reationships are centra to engagement with invountary service users. 1, 2 Face to face work, coaborating with service users to sove their probems, is essentia. 3 Trust and respect, deveoped over the ong term, can hep to improve engagement. 4, 5 Cear and honest communication is aso vita. 6 Invountary service users may need active support to engage in socia work decision making, e.g. independent advocacy in case conferences. 7, 8
4 Invountary service users of socia work are diverse They range from those who won t respond to any contact, to those who co-operate because they fee they have no other choice. We use the term invountary cients for peope whose invovement with socia workers is mandated by aw, incuding famiies in the chid protection system, users of menta heath services, peope with disabiities, oder peope such as those with dementia, and peope in the crimina justice system. Engaging with invountary cients can be chaenging. Successes may be sma and hard-won.
5 drug users adut protection young peope offenders menta heath service users chidren chid protection oder peope disabed peope acoho users parents
6 The socia work reationship is vita for working with invountary cients. Some things which can hep to buid positive working reationships incude...
7 9, 10 Maintaining continuity by avoiding frequent changes of worker. Striking a baance between exercising socia work authority, and empowering the cient to contro the process where possibe. 11 Giving practica assistance, e.g. advocacy, heping cients to fight for their rights. 12 Paying attention to what is positive in the cient s behaviour and ceebrating a achievements. 3 Showing the cient your humanity, e.g. by finding a common interest, reveaing something about yoursef, showing empathy or going the extra mie in working with them. Where the reationship has broken down competey, independent mediation services may be worth exporing. 13
8 Buiding trust is essentia in engaging with invountary cients. 4,5 Invountary service users are often mistrustfu of socia services. Buiding trust, even on the smaest scae, can start to overcome their fears. Trust can be buit by simpe things: consistency; sticking to your word; being honest and upfront about the situation and why socia work is invoved; apoogising if you or your organisation makes a mistake. 14 This does not mean that cients shoud fee that they can trust you with their secrets, or to aways be on their side. It means that they can trust you to be honest with them, maintain appropriate boundaries and make these expicit.
9 Working with invountary cients takes time and persistence. 15 Progress is often sow. Cients often begin with negative attitudes towards socia workers. However, they may revise these opinions over the ong term. It is important to understand what the initia resistance is about and get beyond that. Many famiies have had bad experiences which eave them strugging to trust professionas. Cients timescaes might not fit with statutory or performance management requirements. It may hep if you can be fexibe 8, 14 and move at the cient s pace.
10 Cear communication is crucia for engagement with invountary cients. 16,17,18 Many invountary cients strugge to understand what is happening to them. This makes engagement difficut. Engagement can be improved by making cear at every contact what the purpose of the intervention is, what the cient has contro over and what they do not, what is going to happen next and what the ikey consequences wi be. 19
11 It may hep to stick to a simpe, cear message, and repeat this consistenty, e.g. I m here because we are worried about your safety. We need to make sure you are safe. Check with the cient that this is understood and agreed upon. Empathy is crucia for maintaining engagement even where difficut issues are being discussed. 20 Avoid professiona and management jargon and acronyms. Too much information (e.g. ong, compex reports) can be as unhepfu as too itte. 21
12 Invountary cients may be experiencing intense emotions A parent facing the remova of their chid, for exampe, may be feeing intense anger, regret, sadness and guit. They may be ooking for someone ese to bame for what is happening. Cients may aso be paying out scripts earned in earier ife. It can hep to ask why peope are behaving as they are, rather than taking behaviour at face vaue. It may hep to consider what aspects of hostiity are persona (responses to your own actions as a worker), and what aspects are not (e.g. anger at socia services in genera, or at previous workers).
14 It may aso hep to think about yoursef and how you are feeing If you fee a strong sense of dread prior to contact with a cient, or of reief if a cient does not answer the door, this may suggest that you need more support. It s OK to ask for support. Supervision ought to be there for you to use if you are finding things difficut. It ought to aow you the opportunity to discuss how working with particuar cients makes you fee. You might want to ask a coeague to accompany you to visit a cient you are having troube engaging. A third party may be abe to hep diffuse the situation.
15 What ese might hep cients? Acknowedging their circumstances and understanding their histories. Listening to cients experiences; trying to understand how they fee about intervention. Giving cients access to a compaints procedure which they coud reaisticay use. 9
17 What ese might hep socia workers? Empowering them to have more confidence in themseves; re-asserting socia work professionaism. Getting peer support e.g. through practitioners forums, from coeagues. Refecting criticay and honesty on socia work practice. Avoiding faing into the routine, box-ticking mode.
18 References: 1 Barry, M. (2007) Listening and earning: The reciproca reationship between worker and cient, Journa of Community and Crimina Justice, 54(4), Tregeage, S. and Mason, J. (2008) Service user experience of participation in chid wefare case management, Chid and Famiy Socia Work, 13, Trotter, C. (1999) Working with invountary cients: a guide to practice, Sage : London, Thousand Oaks and New Dehi 4 Schofied, G. and Thoburn, J. (1996) Chid Protection: the Voice of the Chid in Decision Making, Institute for Pubic Poicy Research : London 5 Tee, S., Latheen, J., Herbert, L., Codham, T., East, B. and Johnson, T-J. (2007) User participation in menta heath nurse decision-making: a co-operative enquiry, Journa of Advanced Nursing, 60(2), Heay, K. and Darington, Y. (2009) Service user participation in diverse chid protection contexts: principes for practice, Chid and Famiy Socia Work, 14, Esey, S. (2010) Advocacy makes you fee brave : Advocacy support for chidren and young peope in Scotand, The Scottish Government : Edinburgh 8 Hernandez, L., Robson, P. and Sampson, A. (2010) Towards Integrated Participation: Invoving Sedom Heard Users of Socia Care Services, British Journa of Socia Work, 40, Munro, E. (2001) Empowering ooked-after chidren, Chid and Famiy Socia Work, 6, Frankin, A. and Soper P. (2009) Supporting the Participation of Disabed Chidren and Young Peope in Decision-making, Chidren and Society, 23, Doe, M. and Best, L. (2008) Experiencing Socia Work: Learning from Service Users, Sage : Los Angees, London, New Dehi and Singapore
19 12 Poste, K. and Beresford, P. (2007) Capacity Buiding and the Reconception of Poitica Participation: A Roe for Socia Care Workers? British Journa of Socia Work, 37, Cooper, A., Hetherington, R. and Katz, I. (2003) The Risk Factor: Making the chid protection system work for chidren, DEMOS : London 14 Wosu, H. and Stewart, J. (2010) Engaging with Invountary Service Users: A Literature Review and Case Study, report avaiabe at 15 MacLeod, A. (2007) Whose agenda? Issues of power and reationship when istening to ookedafter young peope, Chid and Famiy Socia Work, 12, Cashmore, J. (2002) Promoting the participation of chidren and young peope in care, Chid Abuse and Negect, 26, McGhee, J. (2004) Young peope s views of the Scottish chidren s hearings system in McGhee, J., Meon, M. and Whyte, B. (2004) (eds.) Meeting needs, addressing deeds working with young peope who offend, NCH Scotand : Gasgow 18 Creegan, C., Henderson, G. and King, C. (2006) Big Words and Big Tabes: Chidren and young peope s experiences of advocacy support and participation in the Chidren s Hearings System, Scottish Executive : Edinburgh 19 MacLaughin, H., Brown, D. and Young, A.M. (2004) Consutation, Community and Empowerment: Lessons from the Deaf Community, Journa of Socia Work, 4(2), Forrester, D., Kershaw, S. Moss, H. and Hughes, L. (2008) Communication skis in chid protection: how do socia workers tak to parents? Chid and Famiy Socia Work, 13, Whitehead, I., Henderson, G., Hanson, L., McNiven, G., Lamb, D. and Duru, E. (2009) The views and experiences of chidren and famiies invoved in the Chidren s Hearings System in Scotand, Scottish Chidren s Reporter Administration : Stiring
20 This guide was produced by Dr Heather Wikinson, Mark Smith Dr Michae Gaagher and the Knowedge Exchange Team at CRFR, The University of Edinburgh. The research was funded by the Economic and Socia Research Counci (ESRC), Scottish Funding Counci and the Loca Authorities & Research Councis Initiative (LARCI). Thanks to the attendees at our seminars who contributed suggestions for this guide. Further information: We woud wecome comments and feedback to Pictures courtesy of IRISS (Institute for Research and Innovation in Socia Services). The University of Edinburgh is a charitabe body, registered in Scotand, with registration number SC crfr centre for research on CRFR famiies ten and reationships years
Community Heathcare Organisations Report & Recommendations of the Integrated Service Area Review Group Frequenty Asked Questions 1. What are Community Heathcare Services? Community Heathcare Services are
A guide to understanding Chidcare Proceedings About this guide Care Proceedings are one of the most traumatic and emotiona episodes that can happen in anyone s ife. When Chidren s Services (formery Socia
Undergraduate Studies in Education and Internationa Deveopment Wecome Wecome to the Schoo of Education and Lifeong Learning at Aberystwyth University. Over 100 years ago, Aberystwyth was the first university
UCU Continuing Professiona Deveopment Quaifications, professiona deveopment and probation Initia training and further education teaching quaifications Since September 2007 a newy appointed FE ecturers,
Centre for Research on Famiies and Reationships Briefing 51 October 2010 No onger iving together: how does Scots cohabitation aw work in practice? crfr In response to the greater diversity of famiy ife
What is a "no faut" divorce? "No faut" divorce describes any divorce where the spouse asking for a divorce does not have to prove that the other spouse did something wrong. A states aow no faut divorces.
Chairing a meeting An important job of the Chairperson is chairing meetings. Prior House 6 Tibury Pace Brighton BN2 0GY Te. 01273 606160 Fax. 01273 673663 firstname.lastname@example.org www.resourcecentre.org.uk
Message We sha make every effort to strengthen the community buiding programme which serves to foster among the peope of Hong Kong a sense of beonging and mutua care. We wi continue to impement the District
c r o s os r oi a d s REDISCOVERING THE ROLE OF BUSINESS SCHOOLS The current crisis has highighted the need to redefine the roe of senior managers in organizations. JORDI CANALS Professor and Dean, IESE
Quaity Assurance in Initia Teacher Education The Standard for Initia Teacher Education in Scotand Information OCTOBER 2000 Convener's introduction This document is a statement of the Standard for Initia
Financia Opportunity Famiy Progress Making Your Dreams a Reaity Financia Opportunity Famiy Progress Note: The content areas in this materia are beieved to be current as of this printing, but, over time,
everychid. onevoice. Every time i have to go to the bathroom at schoo, there s a ine. And sometimes they reay need to be ceaned. Maybe the schoo can get some more hep to open up a of the restrooms again.
Nationa Center on Response to Intervention Information Brief: Using Schoo Leadership Teams to Meet the Needs of Engish Language Learners M. Movit, I. Petrykowska, and D. Woodruff May 2010 Leadership teams
Key words: aged care; retirement savings; reverse mortgage; financia innovation; financia panning Oder peope s assets: using housing equity to pay for heath and aged care The research agenda on the ageing
UCU Continuing Professiona Deveopment Cassroom management The background Good cassroom and behaviour management is one of the key eements of successfu teaching and earning, and wi be crucia to your success
Persona and Pubic Invovement Tookit for Staff INTRODUCTION The Southern Trust is committed to ensuring that everyone who needs to and wishes to be invoved in the panning, deveopment and evauation of its
Accreditation: Supporting the Deivery of Heath and Socia Care PHARMACY E F P T O L P E D P E C M F D T G L E F R Accreditation: Supporting the Deivery of Heath and Socia Care June 9, 2015 marks Word Accreditation
Speech, anguage and communication Information for managers and schoo staff Introduction The Communication Trust has deveoped this short guide to hep schoos support chidren s speech, anguage and communication.
COASTLINE GROUP HUMAN RESOURCES STRATEGY 2015 2017 Great homes, great services, great peope. Contents Foreword 2 Executive summary 1. Achievements 5 2. Context 7 3. Our peope 9.Objectives 11 5. What we
2 Teamwork Abstract This chapter presents one of the basic eements of software projects teamwork. It addresses how to buid teams in a way that promotes team members accountabiity and responsibiity, and
A short guide to making a medica negigence caim Introduction Suffering from an incident of medica negigence is traumatic and can have a serious ong-term impact on both the physica and menta heath of affected
Accounting in the Construction Industry How your CPA can hep you be among the 80 percent of contractors expected to survive the next year, rather than the 20 percent expected to fai. This whitepaper wi
Financia Assistance Scheme Eary access to FAS payments for members in poor heath Pension Protection Fund Protecting Peope s Futures The Financia Assistance Scheme is administered by the Pension Protection
Heathy Savings? A study of the proportion of NHS Trusts with an in-house Buidings Repair and Maintenance workforce, and a discussion of eary experiences of Suppies efficiency initiatives Management Summary
Suffok Food Risk Management Partnership What to do before, during and after a food Practica advice on what to do to protect yoursef and your property "Over 5.5 miion properties in Engand and Waes are at
A practica guide to persona financia advice Finding the right financia adviser and advice that works for you Getting advice About ASIC The Austraian Securities and Investments Commission (ASIC) reguates
How to dea with persona financia probems D I S P U T E R E S O L U T I O N Introduction Heping you face the future with confidence In 2014, the eve of consumer debt in the UK grew to reach a seven-year
Program Management Seminar Program Management Seminar The word s best management schoos are noted for their superior program execution, high eves of customer satisfaction, and continuous program improvements.
Creative earning through the arts an action pan for Waes 2015 2020 Audience The entire teaching workforce and government and nationa partners, incuding regiona education consortia, oca authorities, governing
A White Paper Addressing the Leadership Gap in Heathcare What s needed when it comes to eader taent? Issued June 2010 / Revised June 2011 CONTENTS 3 6 10 13 15 18 19 19 19 Introduction Prioritizing Competencies
Visua impairment and physiotherapy The best of both: working together to support chidren with visua impairment and additiona compex needs A series of eafets exporing ways that the QTVI (Quaified Teacher
endorsed programmes With our expertise and unique fexibe approach NOCN wi work with you to deveop a product that achieves resuts. NOCN is a eading reguated UK awarding organisation that has been creating
The Aviva UK Heath Heath of the Workpace Report Issue 4 October 2010 aviva.co.uk/heath 1 Foreword Now in its fourth year, Heath of the Workpace is Aviva s annua study that canvases GP, empoyer and empoyee
Visua impairment and speech and anguage therapy The best of both: working together to support chidren with visua impairment and additiona compex needs A series of eafets exporing ways that the QTVI (Quaified
CERTIFICATE COURSE ON CLIMATE CHANGE AND SUSTAINABILITY Course Offered By: Indian Environmenta Society INTRODUCTION The Indian Environmenta Society (IES) a dynamic and fexibe organization with a goba vision
Construction Pant and Heath & Safety Training The Driving Force Behind Your Training Monks Training Services based in Leyand has for severa years been providing construction pant and heath & safety training.
Preschoo Services Under IDEA W e don t usuay think of Specific Learning Disabiities in connection with chidren beow schoo age. When we think about chidren age birth to six, we think first of their earning
6 Your home and surroundings 6.1 Emergencies What shoud I do if there is a fire? What shoud I do if I sme gas? 6.2 Safety Can I use fammabe materias, such as botted gas or paraffin? Shoud a staff carry
The Impact of Parenta Invovement on Chidren s Education 2 The Impact of Parenta Invovement on Chidren s Education The Impact of Parenta Invovement on Chidren s Education Key findings Parenta invovement
Professiona Kingston Organisationa and workforce deveopment soutions n Facuty of Business and Law Aways improving 0/1 Contents Wecome 2 Why Kingston? 4 Course portfoio 6 Course detais 8 Work-based earning
Roya Coege of Genera Practitioners Curricuum Statement 3.2 Patient Safety One in a series of curricuum statements produced by the Roya Coege of Genera Practitioners: 1 Being a Genera Practitioner 2 The
Technoogy and Consuting - Newsetter Juy 2013 Wecome to Latitude Executive Consuting s atest newsetter, reviewing recent marketpace activity. The newsetter focuses on the Technoogy and Consuting sectors,
A Structured Group Therapy Programme to Assist Vunerabe Chidren Affected by HIV/ AIDS, Poverty and Vioence Adapted by Beverey Kiian Schoo of Psychoogy University of Nata Pietermaritzburg South Africa Kiian@nu.ac.za
Securing the future of exceent patient care Fina report of the independent review Led by Professor David Greenaway Contents Foreword 3 Executive summary 4 Training structure for the future 6 Recommendations
Heo, Wecome to Coonia Vountary Benefits. Thank you for your interest in our Universa Life with the Acceerated Death Benefit for Long Term Care Rider. For detai pease ca 877-685-2656. Pease eave your name,
Space for Peope Targeting action for woodand access Contents Summary 2 Section 1 Context 3 The Woodand Trust 3 The case for accessibe woodand 3 Section 2 Deveoping targets 6 Woods for Peope 6 The Woodand
Muti-Agency Practice Guidance Practice Guidance for a agencies produced by Nottinghamshire and Nottingham City Loca Safeguarding Chidren Boards (LSCBs) Emotiona Abuse Muti-Agency Practice Guidance Produced
Corporate Pan 2013-14 City of Bradford Metropoitan District Counci Foreword Bradford Counci is committed to working with citizens and partners to protect and improve our quaity of ife at a time when individuas,
Practicing Reference... Learning from Library Science * Mary Whisner ** Ms. Whisner describes the method and some of the resuts reported in a recenty pubished book about the reference interview written
Juy 2014 divorce Divorce has been avaiabe in the Repubic of Ireand since 1997. Once a divorce is obtained, the parties (the ex-spouses) are free to remarry or enter into a civi partnership. Famiy Law (Divorce)
Juy 2014 separation When a marriage breaks down, the coupe can arrange for a forma separation. The coupe may eventuay decide to divorce (see separate information eafet on Divorce). There are two different
Emai marketing Who are Digita Kitbag? We re your business marketing team Digita Kitbag is owned and operated by Johnston Press, one of the argest regiona media pubishers in the UK and Ireand. We have a
READY TO LEARN White Paper on Eary Chidhood Education Pn.7939 5.00 a6.35 Government of Ireand 1999 ISBN 0-7076-6411-X Designed by Metaphor Printed by Cahi Printers Ltd. Dubin Pubished by The Stationery
93 3.3 SOFTWARE RISK MANAGEMENT (SRM) Fig. 3.2 SRM is a process buit in five steps. The steps are: Identify Anayse Pan Track Resove The process is continuous in nature and handed dynamicay throughout ifecyce
Back to the Basics: Buiding a Financia Safety Net Begins with Life and Disabiity Insurance Benefits at Work Series A Coonia Life White Paper November 2011 Tabe of Contents Executive Summary 1 The Far-Reaching
Understanding nystagmus RCOphth RNIB s understanding series The understanding series is designed to hep you, your friends and famiy understand a itte bit more about your eye condition. Other tites in the
Addressing the Housing Needs of Peope using Menta Heath Services A GUIDANCE PAPER Prepared by a muti-agency advisory group for the HSE Nationa Vision for Change Working Group Addressing the Housing Needs
Dehi Business Review X Vo. 4, No. 2, Juy - December 2003 CONTRIBUTION OF INTERNAL AUDITING IN THE VALUE OF A NURSING UNIT WITHIN THREE YEARS John N.. Var arvatsouakis atsouakis DURING the present time,
STRATEGIC PLAN 2012-2016 CIT Bishopstown CIT Cork Schoo of Music CIT Crawford Coege of Art & Design Nationa Maritime Coege of Ireand Our Institute STRATEGIC PLAN 2012-2016 Cork Institute of Technoogy (CIT)
IEEE DISTRIBUTED SYSTEMS ONLINE 1541-4922 2005 Pubished by the IEEE Computer Society Vo. 6, No. 5; May 2005 Editor: Marcin Paprzycki, http://www.cs.okstate.edu/%7emarcin/ Book Reviews: Java Toos and Frameworks
7 Bite-Size Steps to ITIL Success Pus making a Business Case for ITIL! Do you want to impement ITIL but don t know where to start? 7 Bite-Size Steps to ITIL Success can hep you to decide whether ITIL can
A CLINICIAN S HANDBOOK Taking With Your Oder Patient NATIONAL INSTITUTE ON AGING NATIONAL INSTITUTES OF HEALTH DEPARTMENT OF HEALTH AND HUMAN SERVICES Contents Foreword 1 1. Considering Heath Care Perceptions
A White Paper Future Trends in Leadership Deveopment By Nick Petrie Issued November 2011 CONTENTS 3 3 5 6 7 10 29 30 32 About the Author Experts Consuted During This Study Introduction Executive Summary
How to Cut Heath Care Costs INSIDE: TEN TIPS FOR MEDICARE BENEFICIARIES What is one of the biggest financia surprises in retirement? Heath care costs. It s a growing concern among many Medicare beneficiaries,
part 1 INTRODUCTION A sampe chapter from Research Methods in Human Resource Management: Investigating a Business Issue, by Vaerie Anderson. Pubished by the CIPD. Copyright 2013. A rights reserved. No part
Uncovered Report: Cash Pan and Private Heath Insurance Expained Contents 3 Introduction 4 Cash pan products 6 Private heath insurance products 9 How the two pans match up? 10 Concusion 33256_ONEGI_GEN3480_BRO.indd
Rea Life Reform Report 2 December 2013 2 I have had to cut back where I can. I have no money. I sod ots of things from my home to pay off debts. I hate debt and worked a my ife but I reay don t have anything
Aviva Times of our Lives Report Autumn 2012 Contents Introduction Introduction Materia Weath Weath: What we re Worth Contents, Cars and Homes Mind the Gap The Insurance Gap The Income Gap Emotiona Heath
7Digging Out of Debt: Taking Contro In this session, you wi earn how you can dig out of debt if you need to. You wi: 4 4 4 Learn five important tips for getting out of debt. Understand bankruptcy. Know
Tabe of Contents SECTION 1. TRAINING PROGRAM INTRODUCTION..................3 Training Objectives...........................................3 Rationae for Training.........................................3
The guaranteed seection For certainty in uncertain times Making the right investment choice If you can t afford to take a ot of risk with your money it can be hard to find the right investment, especiay
Pay-on-deivery investing EVOLVE INVESTment range 1 EVOLVE INVESTMENT RANGE EVOLVE INVESTMENT RANGE 2 Picture a word where you ony pay a company once they have deivered Imagine striking oi first, before
June 2013 Key Features and Terms & Conditions of the This document shoud be read in conjunction with an up-to-date Key Investor Information Document (KIID) for the fund in which you want to invest. You
Easy Choice Best Pan (HMO) offered by Easy Choice Heath Pan, Inc. Annua Notice of Changes for 2016 You are currenty enroed as a member of Easy Choice Best Pan (HMO). Next year, there wi be some changes
Upbeat Federation voice in Leicestershire LPF Leicestershire Poice Federation MARCH 2014 Compusory severance rued out for now www.eicestershirepofed.co.uk In this issue Chairman s foreword 2 Home Secretary
How to Make Adoption an Affordabe Option How to Make Adoption an Affordabe Option 2015 Nationa Endowment for Financia Education. A rights reserved. The content areas in this materia are beieved to be current
Preparing for speciaty recruitment Interview Practice Lisa Stone STFS Careers Department email@example.com Overview Timeines and recruitment speciaty evenings Recap of 4 stage mode: Sef-assessment
A guide for parents about admission arrangements to Secondary Schoos City of Bradford Metropoitan District 2015-16 Cosing date 31 October 2014 Appy onine at www.bradford.gov.uk/admissions Department of
Hepfu hints on how to avoid sips, trips and fas Prevention is better than cure HOUSING AND COMMUNITY LIVING www.uton.gov.uk 2 Introduction As we get oder and ess steady on our feet, there is an increased
LEGAL ASPECTS OF OCCUPATIONAL THERAPY Second Edition BRIDGIT C. DIMOND MA, LLB, DSA, AHSM, Barrister-at-aw, Emeritus Professor of the University of Gamorgan LEGAL ASPECTS OF OCCUPATIONAL THERAPY Second
Good practice in tacking externa fraud Xxxxxxxxxxx GOOD PRACTICE GUIDE Tacking externa fraud Good practice in tacking externa fraud Xxxxxxxxxxx The Nationa Audit Office scrutinises pubic spending on behaf
The EPM Source Book Series Integrating Gender Responsiveness in Environmenta Panning and Management Prepared and written by the staff and consutants of the Sustainabe Cities Programme HS/595/00 ISBN 92-1-131455-0
Leadership Effectiveness Anaysis Leadership 36 Report Chris Wiiams Wecome to Leadership 36! This powerfu process of persona deveopment is designed to provide feedback to you on 22 eadership practices from
Monitoring and Evauation Unit Learning from evauations Processes and instruments used by GIZ as a earning organisation and their contribution to interorganisationa earning Contents 1.3Learning from evauations