Summary
This is about building a rapport with people, helping others to develop their trust and confidence in you and reviewing the progress of your relationship with them. It involves communicating effectively so you can find out what you need to know, listening, reflecting and getting your point across clearly.
What you need to show
You must make sure that your practice meets the following requirements.
a Learn as much as you can about the people you are working with.
b Discuss the motivations, objectives and interests of the people you are working with to help
develop empathy and rapport.
c Adapt your style of working to ensure it does not conflict with the people you are working with.
d Find an appropriate style of discussion and exchange.
e Listen fully and attentively to what you are being told.
f Check the accuracy of what has been said.
g Reflect back on what has been discussed.
h Make your point in a way that the other person can appreciate and understand.
i Challenge the answers you are given and get to the source of any misunderstandings.
j Detect if someone you are working with is anxious about any issue and raise the matter
sensitively.
k Review with people you are working with how they feel the relationship with you is going.
l Maintain contact and exchange information with each person, in ways that are appropriate and
meet their needs.
What you need to know and understand
You need to know, understand and be able to apply each of the following.
Building support relationships
1 The benefits of finding out about the people you are working with (for example, to build trust, and
so you can tailor your help).
2 The personal and professional motivations of the person you are working with.
3 The demands on and the responsibilities of the person you are working with.
4 How different people like to work.
5 How to approach interactions with others in an open minded manner without having
preconceptions of the outcome.
6 How and when it is appropriate to review progress.
Interpersonal and communication skills
7 How to use effective interpersonal and communication skills, including, when appropriate:
o listening fully and attentively;
o questioning;
o checking accuracy;
o summarising;
o reflecting back;
o challenging;
o respecting and acknowledging issues;
o negotiation;
o giving, receiving and passing on constructive feedback;
o dealing with difficulties.
8 How to identify issues, anxiety or concern (spoken or unspoken) in the people you are working
with.
9 The benefits and drawbacks of different kinds of communication in different circumstances (for
example, face-to-face contact, phone, fax and e-mail).
Personal behaviours
You need to be able to:
10 Tailor your approach to align with the client’s goals and circumstances. IiP1.2
11 Respect the client’s need for information, commitment and confidentiality. IiP1.3
12 Seek the right information to analyse a situation and draw sound conclusions. IiP3.2
13 Have a written style that is clear and has impact. IiP4.1
14 Deliver thoughts in straightforward terms, but maintain listener interest. IiP4.2
15 Listen and respond effectively, and check understanding. IiP4.3
16 Have a rigorous but impartial questioning style. IiP4.4
17 Adapt your personal style to empathise with a whole range of clients. IiP6.1
18 Build and maintain rapport over sustained periods. IiP6.2
19 Invite a two-way exchange of information and feedback with clients and others. IiP6.3