Unit 02: Developing interaction skills for information, advice or guidance

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