Developing Interaction Skills for Information, Advice or Guidance

For the full unit details, please download the latest version of the qualification specification. This is available for download on the relevant qualifications page.

Unit Learning Outcomes

To view the assessment criteria and any additional content, please expand the relevant learning outcome below.

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.