Overview

Framework:
RQF
Level:
Level 2
Unit No:
Y/502/7983
Credits:
3
Guided learning hours:
18 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Understand how to interact with clients.

Assessment Criteria

  • 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.

Assessment Criteria

  • 2.1
    Describe and use a range of appropriate questioning styles to encourage communication with clients.
  • 2.2
    Describe and use a range of effective listening skills.
  • 2.3
    Describe and use a range of effective non-verbal communication skills.

3

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

Assessment Criteria

  • 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.

Assessment Criteria

  • 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

Outline an action plan for developing own interaction skills.

Assessment Criteria

  • 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.