M1 - Learner Manual

7.8. If communication breakdown occurs

If you experience communication breakdown with a client, that is you can no longer communicate effectively with that client, it is often appropriate to consider referring them to an alternative staff member. Communication breakdowns can occur for any number of reasons. You may be finding it difficult to contact a client by any means (e.g. phone, e-mail, mail, etc.), you may have had a disagreement with a client who no longer wishes to talk to you or alternatively your organisation may not be able to do exactly what your client expects but the client blames it on yourself. In any event, often a client might respond better if referred to an alternate staff member who may be in a better position to build a positive rapport. This may not always be possible, then you must do your best to personally respond to the concerns of the client and find a way to defuse the communication breakdown. This is often achieved by making the client feel heard, like the client is a name not just a number.

In certain circumstances you may not be able to mend the relationship with a client. In the event of a complete communication breakdown ensure you provide the client with sufficient information to engage any alternative service that may be able to assist them with their problem/s.

When it comes to communicating with both staff and clients, you should always respect and consider any difference in views in a way that values and encourages their contributions equally