WEEK 12

1. WEEK 12 Establishing the client/ practitioner relationship

2. Joining and Listening • Now that you have all the skills to utilise within a session with a client and you understand the ethical and legal considerations – lets talk about creating or establishing the client relationship.

3. The first meeting • The initial meeting with a client is particularly important. • First impressions count and will influence the clients willingness to work collaboratively with you. • The right relationship starts from the first meeting

4. Student Discussion Do you have examples of when a first meeting poorly – what happened and what was the result?

5. Student Discussion Do you have an example of when the first meeting went well – what happened and what was the result.

6. Establishing a good relationship though is not completed after the first meeting. • It is an ongoing process • The client needs to be comfortable with the practitioner throughout the whole of the relationship duration.

7. Greeting the client • Imagine you are meeting a client for the first time • What you do, wear and how you behave will leave an impression on them • It is better to be true to yourself rather than putting on an act. • You are a person, like everyone else and the person –to –person encounter needs to be genuine • Friendly, open and informal, • not intimidating, expert or inferior

8. Be aware of cultural considerations when greeting clients. • Although shaking hands for some is a sign of welcome, in some cultures hand shaking is an intimate act so it may be seen as inappropriate.

9. Observing the client • As you greet your client you can pick up a lot of information without asking any questions if you are observant. • The way they are standing or sitting • Non verbal behaviour will tell you about how they feel • Clothes they are wearing, how they are worn may tell you about how they perceive themselves. • Don’t jump to conclusions – always verify information but observation is a keen skill to have.

10. Student Discussion In your modality what are some of the things you may observe in clients that can provide information without asking questions.

11. Putting the client at ease • In the first meeting, chatting to the client may put them at ease • Takes the pressure off the client to engage • In subsequent meetings quite as much ‘chatter’ may not be necessary or can even be counter productive • Discussing easy topics such as the weather, modes of transport, the room decorations allow the client the opportunity to look around and settle in.

12. Invitation to talk • Clients can find it difficult to know how to start to talk about the things that are troubling them • Have an opening line ready so the client knows when it is their turn. • “What made you come to see me today” • An invitation may be helpful in getting a nervous client to start talking • Once they start it is important that they know you are listening and attending to what they are saying.

13. Roles and Responsibilities In order to establish a working relationship with a client, both parties need to be clear about several things: • why the client is there – what their needs are • what the service can offer the client • the rights of the client in seeking help • the rights of the worker and the service in offering help • the responsibilities of the client in accepting help • the responsibilities of the worker and service in offering help.

14. Establishing a working relationship involves establishing boundaries. It involves being clear about what you can offer and what the client needs. It involves supporting the commitment of the client and the service by asserting the rights of both parties to an expectation of best practice

15. Rights and responsibilities of service providers In providing services, workers have the right to: • acknowledgment of their professional qualifications and capabilities • recognition of their contribution to the care of consumers • cooperation, as far as possible, in reasonable treatment processes • work in optimal conditions of service delivery and employment, including the right to ongoing training for a safe and supportive work environment • an active involvement in the planning and management of services • contribute to the development and regular review of standards for the evaluation of services.

16. In providing services, workers have a responsibility to: • provide the highest quality service to clients, in line with their training and recognised professional practice • inform and involve the client, other workers and stakeholders about options for service and support • be responsive to the diverse social, cultural, spiritual, emotional and physical experiences and needs of clients and other involved parties

17. inform clients of their rights and responsibilities, including mechanisms of complaint and redress • ensure the involvement of clients and other involved parties when planning, managing and evaluating service provision • keep adequate databases and monitor outcomes for clients, and ensure their knowledge base is in line with current trends in service provision.

18. Student Activity Roles and Responsibilities exercise

19. Student Exercise Checklist of introduction

20. Student Activity What's your script?

21. Student Activity How does it go?