MSD Practitioners Behaving Badly
Why do we claim to be helping when all we do is disrespect our clients
The first step is to define who our client is. Do we see our participants as clients?
Who should we be accountable to?
Is it the donor, the implementing organization, the party chief, the technical director, the consultant, the evaluator, or the M&E specialist? Or maybe we should be accountable to the participants who have been given the resources we are supporting??
In my opinion, the participants should be considered our main clients.
We should prioritise their needs and preferences, as the resources we have provided are meant to bring positive changes in their lives. Therefore, they should always be central to our thinking and planning.
The secondary client is the donor. We must be clear that we serve the donor only when we've solved the participants' problem appropriately.
However, MSD practitioners often exhibit disrespectful behaviour towards their participants, treating them as mere irritants to be put up with to serve the donor.
1. Talk down at participants - We present ourselves as all-knowing and our participants as ignorant.
2. Command rather than request – Over the years, I have encountered professionals who do not believe they should ask for permission or make requests from participants. Instead, they command them as if they are junior officers in the military.
3. Disrespect their time - When someone keeps others waiting for hours just for the sake of a meeting, without considering the opportunity cost and other pressing priorities, it can be seen as a form of blackmail. Participants may feel obligated to comply in order to receive assistance.
4. Ignore participant's opinions or suggestions – Practitioners often disregard participants' opinions and suggestions on interventions if they don't align with our implementation's narrative or theory.
5. Teach participants rather than listen – The way we interact with participants can come off as arrogant and insulting, which goes against the very people we aim to help.
Many MSD professionals overlook a crucial aspect of their job - treating their clients with basic courtesy and respect. It's important to reflect on how we perceive those we work for, not just the donor but the people we claim to be assisting.
