C3 Support action and change
This is about helping clients turn decisions into action, sustain change and become more capable, confident and independent. It involves action planning, supporting implementation and adapting when circumstances change. It also involves choosing the mode of support that suits the client and the stage of the relationship, whether that is advising, mentoring, coaching, facilitating, training or consultancy.
What you need to show
- C3.1
Gauge how ready the client is to make changes, and help them build the commitment to follow through
- C3.2
Draw out the client's doubts about change, including those they have not voiced, and address them with evidence and reasoning
- C3.3
Develop an action plan with the client covering what they want to achieve, the steps, who does what and by when, the resources needed, the risks and how progress will be tracked
- C3.4
Be clear with the client about your part in supporting the plan, and what other support or resources they will need
- C3.5
Select the type of support that best fits the client and the point you have reached together (for example advising, mentoring or coaching), and tell the client when you switch between them
- C3.6
Find out how the client learns best, and work in those ways
- C3.7
Support the client as they put the plan into action and track it, adapting it when circumstances change or things do not go to plan
- C3.8
Help the client work through personal or relationship issues that could block change
- C3.9
Work with the client in ways that build their skills, knowledge, confidence and independence
- C3.10
Sustain the client's momentum by giving feedback and recognising the progress they make
What you need to know and understand
- C3.K1
The signs of a client's readiness and commitment to change, and the factors behind them (for example ambivalence, competing priorities and long-standing habits)
- C3.K2
Techniques for planning actions, setting priorities, preparing for contingencies and comparing risks with benefits
- C3.K3
How advising, mentoring, coaching, facilitation, training and consultancy differ, and when each is the right choice
- C3.K4
Styles of consulting intervention (for example acceptant, catalytic, confrontational and prescriptive) and their effects
- C3.K5
How adults learn (for example the experiential learning cycle), and how to adapt your approach to different learning preferences and needs
- C3.K6
How self-doubt, limiting beliefs, weak routines or personal circumstances can hold a client back, and how to help
- C3.K7
How a client's circumstances, including disability, neurodiversity, gender, ethnicity, age, sexual orientation, caring responsibilities and reliance on benefits, can shape their experience of running a business, and the support available
- C3.K8
How to support decisions without taking them over, so that the client stays in control
- C3.K9
How to involve and delegate to others in delivering an action plan
Evolved from
Business Support 3 (Enable clients to implement changes in their business); Business Support 4 (Encourage clients to act for themselves); Business Support 15 (in part); Introduction to Enterprise Support 4; Business and Enterprise Support (2013) units 8, 9, 10 and 16 (in part).