The Effective Professional
Written by AboutFace, July 2003

Professionals are in a position to influence and impact individuals from different perspectives. The most obvious of course is the technical. However, professionals who extend themselves to support the emotional needs of clients before, during and after treatment have a stronger influence in their client’s overall health. Over the years, with the input and direction of clients, AboutFace has established some guidelines to help professionals view their role as one of importance and value, not just for treatment, but for the overall nurturing and healing of their client. This information is particularly important for professionals who do not typically work with individuals with facial differences and may only interact on occasion with them.

1. Power of Positive Influence
   Your ability to feel at ease with someone who looks different can change a situation from anxious and clumsy to comfortable and easy. Your assuring presence can be helpful to the anxious patient. Noticing the person first provides an opportunity for relationship building and positive reinforcement (you’re ok, I’m ok).
2. Sharing Information
   The more you know, the more you can share with others. Providing clients with a list of resources or an outlet on where to go for more information on related issues, for support, or training, will go along way. In this day of internet access, it is vital that professionals acknowledge that clients will search the net and often will pick up erroneous information and/or treatment ideas. However, by encouraging them to search and share their findings with you will go a long way to ensure that they will value your opinions and disregard what they have found. You might consider providing a list of website that you do recommend or feel that are appropriate and useful.
3. Using Words that Work
   By using appropriate language, we encourage, empower and support. As a health care professional, you are role model for others in your clinic, practice or center. Using language that honours the person will cultivate a respectful organizational culture and deepen the relationship between client and professional.
   
   
   • "Difference" versus "Disfigurement"
     Especially for parents of newborns and young children, the word "difference" is more sensitive and inclusive. Words like “deformity", "defect," and "anomaly” should be avoided.
   • "Affected" and "Non-affected"
     Try to use "affected" and "unaffected" instead of “normal” or “perfect” when discussing children with or without differences. These words are poor choices to use in that their opposites are "imperfect" and "abnormal" indicating that there is something “wrong” with them.
   • "Victim"
     In recognition of our belief that we can be strengthened by our experiences rather than destroyed or made powerless by them, we avoid using this term. We believe that using this term evokes pity and reinforces the concept that we suffer from unfortunate circumstances.
   • People-first language
     Try to reinforce the concept that it is the person that is most important and the condition is secondary. For example, you might say "the child with (or who has) a cleft lip and palate" rather than "the cleft child." The facial difference is only one aspect of the whole person, not the most important description of him or her. Another example is remembering to say "people with facial differences" rather than "facially disfigured people."
4. Enhancing Client Relationships
   Understanding what clients think and feel will go a long way to enabling professionals to connect with them at more personal level. Here are a few thoughts take from conversations with parents, kids and adults affected by facial differences for your consideration.
   
   
   • Respects my confidentiality
   • Assures me of privacy in times of need
   • Knows how much I can handle and doesn’t hold back
   • Is careful to communicate without using technical language
   • Recognizes my strengths as well as my needs
   • Will call in another expert when necessary
   • Provides me with information as I need it
   • Helps me locate outside resources
   • Lets me make decisions
   • Does not underestimate me
   • Truly cares and respects how I feel