Applying Interaction Skills for Information, Advice or Guidance

Overview

Framework:
RQF
Level:
Level 3
Unit No:
J/502/7994
Credits:
6
Guided learning hours:
42 hours

Assessment Guidance

N/A

Unit Learning Outcomes

1

Demonstrate how to explain the information, advice or guidance service and own role, agreeing use of the service with clients.

Assessment Criteria

  • 1.1
    Explain the information, advice or guidance service available and own role within it to a range of clients.
  • 1.2
    Agree with clients how the service can meet their needs and further support services accessed.
  • 1.3
    Explore and agree the purpose of the interview with individual clients to ensure their requirements are clarified.
2

Understand the importance of confidentiality, data protection and impartiality in interactions with clients.

Assessment Criteria

  • 2.1
    Describe how impartiality is explained to clients and why this is important.
  • 2.2
    Explain, with examples, how to ensure confidentiality in interactions with clients.
  • 2.3
    Explain situations when it may be appropriate to break the boundaries of client confidentiality.
  • 2.4
    Describe how data protection is explained to clients and why this is important.
3

Understand the importance of effective communication skills in the delivery of information, advice or guidance.

Assessment Criteria

  • 3.1
    Explain and use a range of appropriate questioning styles to encourage communication with clients.
  • 3.2

    Explain and use a range of effective listening skills.

  • 3.3
    Explain and use a range of effective non-verbal communication skills
4

Understand how to explore a range of options with the client to meet their requirements.

Assessment Criteria

  • 4.1
    Clarify and confirm client’s requirements with them.
  • 4.2
    Agree with the client a suitable range of options relevant to their requirements.
5

Know how to agree an appropriate course of action with the client.

Assessment Criteria

  • 5.1
    Summarise the interaction with the client highlighting key points discussed.
  • 5.2
    Agree a course of action with the client that is realistic and achievable, identifying any issues they may face.
  • 5.3
    Agree with the client how a course of action will be reviewed.
6

Identify personal development needs.

Assessment Criteria

  • 6.1
    Summarise own strengths and their relevance to information, advice or guidance.
  • 6.2
    Plan own knowledge and skills development.