Interviewing clients

6.1 Introduction

Welcome to this training module on interviewing clients. We are using the term ‘interview’ but think of it as a ‘conversation with a purpose’ rather than any formal process such as a job interview. As a volunteer you will meet and talk with many clients, all of whom will have different needs. Communicating effectively with them will ensure you can identify their requirements and support them effectively.

This module is one of a number of training modules to help Support Through Court volunteers when supporting clients. The modules all use the same case study to explore the different aspects of supporting clients effectively. We will be referring to this example as we work though this module, so it may be helpful to remind yourself of the facts now. You may want to open this case study in a separate window (use Ctrl + click on the link) so you can refer back to it when needed. Find out more about the fictitious Johnson/Smith family  and their situation

During the module you may come across terminology which is unfamiliar to you. Some words are hyperlinked to the Glossary, so by hovering over the word you will be able to see its definition.

6.2 Welcoming Clients

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Two women sitting at a desk having a conversation.

Establishing a positive welcome at the start of the session is important to ensure the client feels safe and is able to explain why they are seeking help. The first 5 minutes of a client interaction will set the tone for the remainder of the session.

When clients come into the office for the first time, they are likely to be dealing with one of the most difficult events they have ever faced. Representing themselves in court proceedings is stressful and can be overwhelming. Their reaction to this will vary from client to client. Being aware the effect this is having on the client can help you understand their presentation and establish an environment which encourages them to seek and receive information and support.

It is important to give the client your full attention, make them feel welcome and explain what Support Through Court can help with before asking them to explain why they have come.

A good plan for welcoming clients is:

• If not already with clients, stop chatting or eating, etc. If you need a break this is fine, arrange this with your Service Manager so that you are away from clients.
• Pay full attention to the client, smile and make them feel welcome
• Introduce yourself with your first name
• Look out for any special needs or reactions to be aware of
• Offer tea, coffee or water
• Invite the client to sit down and ask them to complete the Support Through Court paperwork (Consent form and About You form), explaining the limits of the service by going through the consent form
• Invite the client’s story with an open question.

6.3 Structuring your client interaction

Having a structure or plan for your interaction with your client will help you to stay focused, obtain the information you need and use your time effectively. The details of the plan will be different for each client, as each person will have a different reason for coming to seek help from Support Through Court, but the basic structure should be broadly similar.

You can establish the client’s wishes at the start of the session by simply asking them why they have come and what they hope to achieve.

Turning to our case study involving the Johnson/Smith family, you may recall that Jazmin Johnson left Steve Smith following domestic abuse. Jazmin, along with their daughter Chloe and Jazmin’s son from a previous relationship, Jaden, moved into emergency accommodation. Following threats from Steve that he wanted to care for Chloe, Jazmin issued a child arrangement order application. Find out more about the Johnson/Smith family  and their situation.

Steve comes into the Support Through Court office on the morning of the First Hearing Dispute Resolution Appointment (FHDRA). He is angry that Jazmin has issued the application and says he wants to care for Chloe. He is unhappy that Jazmin has stopped him from seeing Chloe since they separated. He is also angry that Jazmin has said he was violent and controlling towards her and says it is not true. He has found out that the court has provided screens for this hearing, at Jazmin’s request, and feels he has been pre-judged. He wants to know what he can do about this. He is also worried about what will happen at the hearing and does not want the court to make the requested order – he wants them to order that Chloe live with him. It is 30 minutes before the FHDRA.

6.4 Active listening

In order to support a client, you need to understand what their situation is and the help they need. Once you have established a positive welcome, it is important to actively listen to the client as they explain why they have come to see you.

Repeating and summarising what you have heard is a key skill and should be done whenever the client has given you information. This is important to ensure you have not misunderstood what is being said and that the client has an opportunity to correct any misunderstandings. It can also sometimes help the client to correct something they have said that they might wish to change when they hear it said back to them.

6.5 Concluding session – return responsibility to the client

At the end of the session, it is important to put the emphasis back on the client to take their matter forward. Many clients who seek help from Support Through Court have been through difficult and traumatic experiences. Volunteers are encouraged to use a trauma informed approach, which empowers clients to make their own choices about what they want to do and to take responsibility for future actions.

A simple way of doing this is to ask the client at the end of the session what they intend to do now.

6.6 Your volunteering and interviewing clients

This module has explained what good practice is when meeting and interviewing clients.

In this module you have learned about:

• How to welcome clients effectively
• Active listening techniques
• How to structure the session with your client
• How to conclude the session.

Support Through Court have a suite of training modules which you can complete so please do take a look at the other modules available. You can study these in any order. They include:

• Special measures
• Working with Cafcass
• Interviewing clients
• Writing statements
• Signposting clients to other organisations
• Working with vulnerable people

The domestic abuse modules are designed to be studied in order, from the first working to the third. These modules are:

1. Introducing domestic abuse
2. Supporting survivors of domestic abuse
3. Supporting clients who are accused of perpetrating domestic abuse

When meeting clients, please remember:

• The first impression we make is vitally important
• Structure the session so you gain the information you need to support the client
• Conclude the session effectively.

6.7 Quiz

This self-assessment quiz contains 5 questions and is a great way to check your understanding of what you have learned in this module on Interviewing clients.

The pass mark is 60% and you have unlimited attempts at the quiz. This self-assessment quiz does not count towards your digital badge.

Go to the Interviewing clients quiz  now.

Acknowledgements

Grateful acknowledgement is made to the following sources:

Every effort has been made to contact copyright holders. If any have been inadvertently overlooked the publishers will be pleased to make the necessary arrangements at the first opportunity.

Important: *** against any of the acknowledgements below means that the wording has been dictated by the rights holder/publisher, and cannot be changed.

274843: 6.2 welcoming clients: Steve Topson