Page 87 - Part-A

Information, Advice or Guidance

Learning Outcomes Unit 2

1. Understand how to interact with clients.
1.1 Describe an appropriate model for interactions with individual clients

1.2 Give reasons for using a structured approach for interactions

1.3 Describe how to reach a shared agreement with clients.

2. Understand the importance of effective communication skills in the delivery of
information, advice or guidance.

2.1 Describe a range of appropriate questioning styles to encourage communication
with clients

2.2 Describe a range of effective listening skills

2.3 Describe a range of effective non-verbal communication skills.

3. Understand how own values, beliefs and attitudes may affect interactions with
clients.

3.1 Describe how to work with clients in a supportive and non-discriminatory manner

3.2 Give examples of how own values, beliefs and attitudes may affect interactions
with clients.

4. Understand the importance of confidentiality and impartiality in interactions
with clients.

4.1 Describe how principles of confidentiality and data protection are adhered to in
interactions with clients

4.2 Describe how impartiality in service delivery is maintained.

5. Know own skills and development needs.

5.1 Describe own personal strengths in interaction skills which contribute to effective
service delivery

5.2 Describe areas for personal development in interaction skills to strengthen own
contribution to service delivery.

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