Session 2 Unit 203 Client care and communication
Unit 203 Client Care and communication
Lesson duration is: 50 minItems in this lesson
Unit 203 Client Care and communication
What do you already know about communicating with clients?
Learning Objective
At the end of the lesson you will be able to outline forms of client communication, use consultation techniques to identify objectives, understand 'personal space', and explain the importance of clear advice and expectations.
Different Forms of Communication
Key forms include verbal (spoken), non-verbal (body language), and written (emails, messages). Effective professionals use all forms to ensure clarity with clients.
Consultation Techniques
Active listening, open-ended questions, and observing non-verbal cues help identify client needs and set treatment goals.
Which is a form of verbal communication?
body language
spoken language
What is an example of written communication?
emails
messages
face-to-face conversations
What does crossed arms typically indicate?
Relaxation and ease
Defensiveness or discomfort
Interest in the conversation
Confidence and openness
Which behaviour suggests disinterest?
Leaning forward
Avoiding eye contact
Smiling frequently
Nodding in agreement
What does fidgeting often signify?
Confidence in opinions
Nervousness or anxiety
Engagement in discussion
Calmness and composure
Identifying Needs & Expectations
Using clear, effective communication builds trust and ensures treatments meet client expectations.
What does the term personal space mean?
What is 'Personal Space'?
Personal space is the physical distance people prefer between themselves and others. Respecting this helps clients feel comfortable and valued.
What does personal space refer to?
Emotional connection between individuals
Amount of time spent together
Types of personal relationships
Physical distance people prefer
Why is respecting personal space important?
Reduces feelings of isolation
Helps clients feel comfortable and valued
Increases physical closeness
Encourages more social interactions
What happens when personal space is violated?
Clients may feel uncomfortable
Clients feel more valued
Clients enjoy closer interactions
Clients become more trusting
Providing Clear Advice
Always give clients clear, understandable recommendations to support informed decisions and client confidence.
Why is clear advice important for clients?
It supports informed decisions.
It complicates the decision-making process.
It reduces client engagement.
It builds client confidence.
What should recommendations be based on?
Client's needs and understanding.
Advisor's personal opinions.
Evidence and best practices.
Market trends only.
What is Rapport?
What good communication practice looks like — and what poor practice looks like
Communication Best Practices
- Listen actively - Use open questions - Respect personal space - Give clear advice
Don't
- Assume needs - Interrupt - Use jargon - Forget follow-up
Do
Write down 3 things you learned in this lesson.
Write down 2 things you want to know more about.
Ask 1 question about something you haven't quite understood yet.
