Page 49 - Part-A

Information, Advice or Guidance

When dealing with clients it is likely that both the client and the advisor will have an
idea on how to deal with the problem or situation they are in – and they may well
differ! In order to come to a shared agreement, several steps need to take place:

• The client needs to explain their problem or situation to the advisor

Remember, when dealing with the client, it is important that they feel they
are being listened to. Make sure you maintain good eye contact where
possible, and allow the client to explain their situation without interruption.

• The advisor should confirm the client’s requirements by using open
questions where possible

An open question is where the client can not respond with a simple ‘yes’ or
‘no’ answer. For example, a learning support worker asking a client to clarify
their particular difficulties with a subject, rather than asking, “Do you find it
difficult?”.

• The advisor and client should discuss the options available to them
before coming to a shared agreement

Ensure that the client is aware of your limitations and boundaries whilst
discussing the signposting or referral options with the client, where
appropriate.

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