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

This guide will help you answer 3.2. Give examples of how own values, beliefs and attitudes may affect interactions with clients.

Understanding how your personal values, beliefs, and attitudes influence your work is essential in information, advice, and guidance (IAG) roles. These factors shape your behaviour, communication style, and decision-making. They can help or hinder your ability to support clients effectively.

What Are Values, Beliefs, and Attitudes?

• Values are the principles or standards you prioritise in life. They guide what you consider important, such as honesty, fairness, or ambition.
• Beliefs are what you hold to be true. These could be religious, cultural, or rooted in past experiences, like believing everyone should work hard to succeed.
• Attitudes are your feelings or opinions about people, situations, or things. For example, you might have a positive attitude toward diversity or a negative attitude toward lateness.

These elements are shaped by personal experiences, upbringing, culture, and social influences. While they make you who you are, they can also create bias when interacting with clients.

Positive Impacts of Values, Beliefs, and Attitudes

Sometimes, your personal values and beliefs enhance your ability to support clients. For example:

• Valuing equality can help you treat all clients fairly, regardless of their background.
• Believing in second chances could make you more patient and empathetic with clients who need time to make progress.
• A positive attitude toward self-improvement might enable you to motivate clients to set and achieve goals.

These traits can build trust, create rapport, and contribute to a supportive environment. However, you must still guard against imposing your values or beliefs, even if they feel constructive.

Negative Impacts of Values, Beliefs, and Attitudes

Your personal perspective can also negatively affect interactions. It’s important to identify these risks so you can manage them effectively. Let’s explore some examples.

Judging Clients Based on Behaviour

You might hold the belief that everyone should seek stable employment. If a client expresses contentment with a part-time job or benefits, you might silently judge them. This can unconsciously lead to negative body language, dismissive comments, or rushed conversations, leaving the client feeling unsupported.

To manage this, remind yourself that your role is to support clients’ choices, not impose your views. Focus on their needs, not what you think they should do.

Cultural or Religious Bias

Your upbringing and beliefs can lead to unconscious cultural bias. For instance, suppose a client’s cultural norm involves strict gender roles, but you value gender equality. If you openly challenge their view, they may feel unheard or disrespected. This can damage rapport and reduce their trust in you.

Instead, seek to understand their perspective without judgement. Encourage the client to explore their own goals and options while respecting their cultural identity.

Stereotyping

Stereotypes are oversimplified assumptions about groups of people. For example, you may unconsciously assume that younger clients lack ambition or that older clients struggle with technology. If you let these stereotypes influence your interactions, you might offer inappropriate advice or fail to identify the client’s true needs.

Self-awareness helps combat this. Treat each client as an individual. Avoid making assumptions and ask open, non-judgmental questions to uncover their unique situation.

Personal Attitudes Toward Sensitive Topics

You might have strong feelings about sensitive issues like substance abuse, teenage pregnancy, or homelessness. If a client discusses such challenges, your attitude might show through. For example, if you feel impatient or critical, this could make the client reluctant to open up.

In such cases, adopt a neutral, empathetic stance. Consider the client’s perspective and remember your role is to support, not judge.

Impatience or Frustration

If a client struggles to follow advice or lacks motivation, you might feel frustrated. This can lead to dismissive or abrupt communication. The client may then disengage, feeling they are not valued.

Managing this requires patience and empathy. Understand that clients may face barriers you cannot immediately see. Build their confidence gradually rather than rushing results.

Strategies to Manage Personal Values, Beliefs, and Attitudes

Self-reflection and professional practices help you stay impartial and client-focused. Below are some proven strategies.

1. Increase Self-Awareness

Spend time reflecting on your values, beliefs, and attitudes. Consider how these might influence your behaviour toward specific groups or situations. Be honest with yourself about any biases and actively work to overcome them.

2. Seek Training and Development

Engage in diversity and inclusion training or workshops to improve cultural competence. This will help you understand and work with people from a wide range of backgrounds.

3. Adopt Professional Standards

Follow organisational policies on equality, diversity, and inclusion. Use these as a guide to ensure fairness in your practice.

4. Use Active Listening

Listen to clients without interrupting or inserting personal opinions. Let their voice take priority in shaping conversations.

5. Seek Supervision or Peer Support

If you struggle with certain attitudes or beliefs, share your concerns with a supervisor. They can provide objective feedback and strategies to help manage difficult situations.

6. Set Boundaries

Recognise that personal opinions have no place in professional interactions. Focus on providing unbiased information and guidance to meet each client’s needs.

Case Study Examples

Sometimes, examples make ideas clearer. Let’s consider two scenarios.

Example 1: A Value of Hard Work vs. a Client Who Chooses Benefits

You believe in the value of hard work. A client tells you they do not want to seek employment as they feel comfortable receiving benefits.

Bias Risk: You might feel frustrated and think the client is lazy, which could show in your tone. The client may sense this, leading to discomfort and disengagement.

How to Respond: Set your bias aside. Ask questions to understand the client’s reasoning for their decision. Their choices might stem from valid barriers, such as childcare or health issues. Offer advice that suits their situation, maintaining support and professionalism.

Example 2: Positive Attitude Toward Education vs. Client’s Lack of Interest

You believe education is essential for a better future. A young client expresses disinterest in further education.

Bias Risk: You might push educational options, ignoring the client’s actual interests. This could make them feel unheard or forced into decisions.

How to Respond: Focus on the client’s goals, not your own. Find out what excites or motivates them. Suggest pathways that align with their ambitions, whether traditional education or alternative upskilling routes.

Final Thoughts

Being aware of how personal values, beliefs, and attitudes impact your work benefits everyone involved. It ensures clients receive fair, tailored support that respects their autonomy. It also helps you grow as a professional, improving effectiveness and job satisfaction.

Take time for reflection, and focus on client-centred practice. When you remain open-minded and adaptable, you help create a positive, inclusive environment that serves all clients equally. You’ll also foster mutual respect and trust, which are key ingredients for successful IAG work.