C1 Build and manage professional client relationships

Agree with the client what support you will provide, who is responsible for what, any costs, and what any contract or funding conditions do and do not allow

Keep in touch with each client through the channels that suit them, including face to face, telephone, video and digital channels

Create conversations in which the client, or each member of a client team, feels able to talk openly about the business and the personal matters that affect it

When working with a client team or a family business, establish who does what, what each person needs and how much influence they have

Help the client put into words what they want to achieve, for the business and for themselves

Notice when a client is anxious, under pressure or struggling, talk to them about it with care, and direct them to appropriate personal or specialist support

Build credibility and trust with clients and relevant stakeholders through consistent and reliable delivery

Give constructive feedback, encourage the client to give feedback, and use it to strengthen the relationship

Recognise and manage disagreement or conflict with clients constructively, involving others where this would help

Record client contact, agreed actions and outcomes accurately, promptly and securely, in line with data protection requirements

Check with the client at regular points how well the relationship and the support are working for them, and adjust where needed

Close each engagement in a planned way, agreeing next steps and leaving the door open for the client to come back

Explain clearly to potential clients what support you offer, how it could help them and any costs, in person and online

Reach and engage potential clients through networks, referral partners and other channels, including people less likely to seek support

The interpersonal and communication skills that support effective client work, including active listening, open and probing questions, summarising and reflecting, constructive challenge, negotiation, feedback and handling difficult conversations

When each way of communicating works best (for example face to face, telephone, video, email, messaging and online platforms), and how to make each accessible

How to adapt your communication for people of different backgrounds, cultures and communication needs, including neurodivergent people, and how to make reasonable adjustments

How to contract a support relationship, covering scope, roles, boundaries, costs, timescales and how it will end

How the personality, competence, role and level of authority of the people you work with can affect a support relationship, and how to work with them

The eligibility conditions and contractual obligations of the services you deliver, including those attached to public funding

The signs that a client may need personal support (for example with wellbeing, mental health or personal debt), and where to direct them

Your organisation's requirements for recording client information, and the data protection rules that apply to client records

How to prevent, manage and resolve conflict in a support relationship

How to develop and communicate a clear value proposition for the support you provide

Approaches to reaching and engaging potential clients, including under-represented groups, and how to judge which work