1.3. Describe how to reach a shared agreement with clients

This guide will help you answer 1.3. Describe how to reach a shared agreement with clients.

Reaching a shared agreement with clients is a key aspect of delivering effective information, advice, or guidance (IAG) services. It involves working collaboratively with the client to develop a mutual understanding of goals, actions, and expectations. This process ensures the client is engaged, empowered, and motivated to take steps towards achieving their objectives.

Shared agreements are rooted in clear communication, building trust, and establishing common ground. In this guide, we cover some of the ways of how you can achieve this.

Building Trust

Establishing trust is the foundation for reaching a shared agreement. If clients feel comfortable and confident in you, they’re more likely to participate openly and collaboratively. Trust is built by showing empathy, being non-judgemental, and respecting the client’s views.

Ways to build trust include:

• Listening actively to the client without interrupting.
• Being transparent about what you can and cannot offer.
• Showing understanding of their needs and concerns.
• Following through on promises or actions you discuss with the client.

Trust develops when clients feel understood, valued, and respected. It’s much easier to move forward when they know you’re genuinely focused on their interests.

Clarifying the Purpose

Before reaching any kind of agreement, it is important to clarify the purpose of your interaction. This ensures both you and the client have a clear idea of why you are working together and what you want to achieve.

During this stage, ask the client:

• What do they feel they need from you?
• What challenges or opportunities are they facing?
• What outcomes do they hope to achieve?

This initial discussion sets the tone for your working relationship and ensures you’re on the same page. If the purpose of the meeting or session is unclear, agreement cannot follow.

Setting Boundaries

Boundaries help manage expectations and provide a structure for your interaction. Setting boundaries means discussing what your role as a practitioner entails, what services you are able to provide, and any limitations of the support.

For example:

• Be honest about timeframes or constraints—whether it’s the length of the session or long-term availability to work with them.
• Share any confidentiality rules, such as where you must disclose certain information (e.g., safeguarding concerns).
• Highlight legal or organisational policies that may impact how you work together.

Clear boundaries prevent misunderstandings and create realistic expectations for shared agreements.

Creating a Safe Environment

A safe and positive environment encourages clients to engage openly. Feeling safe ensures the client has the confidence to explore solutions, express concerns, and commit to any agreements made.

To foster such an environment:

• Use welcoming and inclusive language.
• Avoid rushing or pressuring the client into decisions.
• Allow the client sufficient time to reflect, ask questions, and share their thoughts.
• Acknowledge their feelings and experiences.

Safety allows clients to feel in control of the process, making it easier to reach agreements that suit them.

Exploring Options Together

Reaching a shared agreement requires identifying and discussing options collaboratively. Rather than imposing solutions, work with the client to explore possibilities that align with their goals and preferences.

Approaches to explore options include:

• Brainstorming different routes they could take.
• Identifying potential barriers and discussing ways to overcome them.
• Exploring realistic and achievable short-term and long-term goals.
• Sharing factual information that supports their decision-making.

It’s important to let the client guide this process. They know their own circumstances better than anyone else, so their input is essential for creating agreements that work for them.

Using SMART Goals

SMART goals are specific, measurable, achievable, relevant, and time-bound. Using this framework helps structure shared agreements and makes them clear and actionable.

For example, if a client wants to improve their job prospects, their SMART goal might look like this:

• Specific: “I want to improve my CV and apply to five job vacancies in my area.”
• Measurable: “I will track the number of applications I send out weekly.”
• Achievable: “I can dedicate two evenings a week to job searching and updating my CV.”
• Relevant: “This aligns with my goal to find stable employment in my field.”
• Time-bound: “I will aim to complete these tasks within six weeks.”

Shared agreements built on SMART goals are more likely to lead to positive outcomes because they are tailored to the client’s abilities and priorities.

Agreeing on Actions

To reach a shared agreement, you need to define the actions required to achieve the agreed-upon goals. This involves creating a step-by-step plan that specifies what the client will do, what resources or support they need, and any actions you will take as the practitioner.

Key points to consider:

• Break down actions into smaller, manageable steps to avoid overwhelming the client.
• Ensure that the client feels confident in their ability to carry out the tasks.
• Discuss timeframes for completing actions.
• Confirm any follow-up or review sessions to track progress.

Both you and the client should feel confident about the actions and understand who is responsible for each aspect.

Using Effective Communication

Effective communication is central to reaching shared agreements. Miscommunication can lead to confusion or hesitation, preventing progress.

Use these communication strategies:

• Repeat or summarise key points to confirm understanding during the discussion.
• Encourage the client to repeat agreements in their own words to ensure clarity.
• Avoid jargon or overly complex language.

Check if the client has any questions or concerns, and address these promptly. A shared agreement is about mutual clarity and concurrence.

Monitoring and Reviewing Agreements

Reaching a shared agreement isn’t a static process—it often requires review and adjustment over time. Monitoring ensures the agreement remains practical and relevant to the client’s circumstances.

Steps for monitoring:

• Set regular checkpoints to review the client’s progress.
• Create a space for feedback so they can share what is working or not.
• Offer encouragement and guidance if they face obstacles.
• Reflect on whether the agreement still meets their needs and goals.

Keeping a client involved in monitoring reinforces their commitment and confidence in their progress.

Finalising the Agreement

Once you’ve thoroughly explored options, defined goals, and agreed on actions, it’s time to finalise the shared agreement. This ensures there is mutual understanding and commitment.

Checklist for finalisation:

• Confirm that the client agrees with all aspects of the plan.
• Summarise the agreement verbally or provide a written summary for reference.
• Acknowledge the client’s input and effort in creating the agreement.
• End the discussion by affirming the next steps and any follow-up plans.

A finalised agreement gives the client a clear roadmap to follow and instills a sense of ownership of their goals.

Using Tools or Resources

Sometimes clients may benefit from tools to help them visualise or organise shared agreements. Examples include:

• Action plans – structured documents outlining agreed steps and goals.
• Checklists – to track progress on tasks.
• Goal-mapping templates – diagrams to break down larger aims.

Providing these resources can make the agreement more practical and accessible for the client.

Final Thoughts

Reaching a shared agreement with clients requires collaboration, trust, and clarity. By exploring their goals, discussing options, and agreeing on actions, you create a framework for them to achieve success. When the process is handled thoughtfully, clients are empowered to take control of their outcomes while feeling supported along the way.