Elements and Performance Criteria
- Establish professional relationship with the client
- Evaluate practice to maintain a high standard of client service
- Identify and respond to special needs of clients
- Use effective communication with clients
- Encourage clients to voice queries and/or fears and address these appropriately
- Take into consideration cultural and personal factors when consulting or interacting with clients
- Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required
- Define and apply boundaries of the practitioner/ client relationship
- Provide effective response to client enquiries
- Present relevant information clearly and comprehensively and in sufficient detail to meet the needs of the enquirer
- Select appropriate modes of communication to suit the enquiry and the purpose and context of the enquiry
- Identify and acknowledge enquirer's expectations
- Discuss any unresolved concerns or issues with enquirers
- Make appointments for clients according to workplace guidelines
- Respond effectively to difficult or challenging behaviour
- Use basic counselling skills as required to facilitate treatment