Page 47 - Part-A

Information, Advice or Guidance

Reasons for using a structured approach for interactions

There are many reasons for using a structured approach in your interactions with
clients.

• Standardisation of guidance given – no matter who the client speaks with,
the advice is the same whether they speak to them in person, on the
telephone or by email.

For example, a student returning to a careers advisor for a second time. The
advisor who saw the client would be able to follow the advice and guidance
previously given to the student and build upon the first meeting.

• Easier for staff to remember steps to take – ensuring a standard
approach is followed for interactions help ensure staff remember to give all
of the information, advice and guidance to clients.

For example, having a protocol or a flowchart for staff to follow ensures
the correct advice, information and guidance is given, regardless of the
experience or knowledge of the advisor

• Ensuring everyone is treated the same – as all staff follow the same
model for interaction every client is treated the same regardless of
their requirements.

A structured approach is one way of ensuring equality when dealing with
clients, ensuring every individual receives the same initial advice and
guidance, regardless of their particular characteristics or background.

• Effective training of new staff – staff from other departments or new
starters should be able to be more effective in a shorter space of time.

Key Facts

• A structured approach helps ensure everyone receives the same
information, advice and guidance
• A structured approach helps staff learn new policies and
procedures quickly

• A structured approach ensures clients get the same advice,
regardless of who they speak to.

New staff will find a structured approach easier to follow and this should help them
quickly learn policies and procedures within the organisation.

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