Page 45 - Part-A

Information, Advice or Guidance

If you interact with someone by talking, looking, sharing, engaging or any kind of
action that involves the two of you, you have had an interaction with that person. For
example, discussing client’s requirements with them or showing them some resources
both count as having interacted with them.

When dealing with clients, it helps to have a model in your mind of how to deal with
them. This will help you to ensure that you treat all clients equally and gather all the
required information to help them.

Welcome
and initial
engagement

Confirmation Initial
of plan discussions

Give
Discuss
options options and
information

Welcome and initial engagment

The initial stage of the interaction is to welcome the client and begin to engage with
them, ensuring you’re the right person for them to speak to and reassuring them that
you have the knowledge and experience to help them.

Initial discussions

The next stage of the interaction is the initial discussion stage; this is where you
should ensure you listen to the client and ask open questions to ensure you have a full
understanding of the client’s requirements. You may well have to repeat the listening
and discussion stage until you identify all of the client’s requirements.

43