Articles

Building Rapport With Clients

03/08/2016

We all like to be heard, respected and cared for, and this basic human need is no more apparent than when dealing with elderly clients. Building rapport goes a long way in fulfilling these needs, so it pays to take the time to do it. The rewards will be manifold; it not only benefits the client and raises their quality of care, it also makes your job so much easier.

You will find the client becomes more open with you by giving you key information on how to assist them better. Their willingness to co-operate with your requests will also increase, their mood will be lifted and you will both have a far more pleasant working relationship. 

INTRODUCTIONS

When first meeting a Client, introduce yourself and address your client by their formal title, asking them what they would prefer to be called. Clients see this as a sign of respect. One of the most appreciated greetings I ever gave was to a Polish lady.

Although able to speak fluent English, she had originally requested a Polish speaking carer. As there were none available, I was sent instead. I knew her mother tongue was very important to her, so I learnt how to say a simple “good morning” in Polish. The lady and her daughter were delighted I had taken the time to learn it. So remember, a small, thoughtful gesture can have a big impact.

Before diving into your duties, spend a little time with small talk; ask how the Client is, talk about the weather, (everyone's favourite topic) how long he or she has lived in the home/area, what their daily routine is, about their family, leisure interests, pets, previous career, favourite TV shows etc.  You could even ask them about photos you see around the house, or pay them a compliment on a painting, an ornament or their clothes etc.

Don't just reel off a load of questions, it will sound insincere.  Instead wait and really listen carefully to their answers. These general topics often lead to more in-depth conversations. This relaxes the client a little and reassures them that you are genuinely interested in them as individuals.

Basically, you ought to try and learn about your client and show a genuine interest in what is important to them. Greeting them in a calm and warm manner will also make it more comfortable for them to relax with you later during their personal care time. As we all know, this can be quite daunting for them at first, so try and put them at ease.

KEEP TO YOUR WORD

Another important element in building rapport is keeping to your word as much as is humanly possible. Nobody likes being let down. If you say that you will take the client out shopping or for a walk in the park, make sure you do. This lets the client know you are a trustworthy and reliable person.

REMAIN IMPARTIAL

Regardless of how your beliefs and views may differ from the clients, you are not there to have a debate with them or to get into heated discussions. Just as you are entitled to your own opinion, so is the client. Simply listen, you don't have to agree with what they are saying, but it's always best to remain impartial on issues; especially sensitive ones of culture, religion or politics etc.

Remember, they have grown up in a very different era to the one you have and will have had very different experiences that have influenced their outlook. It will benefit you both if you remain respectful of this fact at all times.

EMPATHISE

Offering empathy is another great way of building rapport, but make sure it is sincere. You don't always have to offer solutions to a Client’s complaints, sometimes they just want someone to listen to them, who can understand or relate to the struggles they're going through. Lending them an ear and showing them you genuinely care or are concerned about their well-being will really mean the world to them.

A positive relationship between you and your client where you can share a smile or a laugh will ensure you both feel rewarded. More importantly, the Client will find your company, and the whole experience, thoroughly enjoyable. Put the kettle on and prepare to learn from the experience of someone who has lived several generations and who has a wealth of knowledge and experience.

Edited By:

Daniel James
www.danieljamesbio.com
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