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What are the best strategies for building trust between human services professionals and clients?

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Trust is a crucial element in any human service relationship, whether it is between a social worker and a client, a therapist and a patient, or a case manager and a beneficiary. Building trust can enhance communication, collaboration, and outcomes for both the professional and the client. However, trust is not something that can be taken for granted or easily established. It requires intentional and consistent strategies that demonstrate respect, empathy, honesty, and competence. In this article, we will explore some of the best strategies for building trust between human services professionals and clients.

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1 Show genuine interest and curiosity

One of the first steps to building trust is to show genuine interest and curiosity in the client's situation, needs, goals, and preferences. This means asking open-ended questions, listening actively, and avoiding assumptions or judgments. Showing genuine interest and curiosity can help the client feel valued, understood, and accepted. It can also help the professional learn more about the client's strengths, challenges, and resources, which can inform the service delivery and planning process.

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Chinedu Anyanwu ?

Experienced QHSE & ESG professional | ISO 9001, 14001, 45001 Auditor | ESG Masterclass | Environmental Manager| Trainer & Consultant | 15+ Years of Industry Experience |NEBOSH|MISPN|MNES| MICCON|PQMSAI
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I absolutely agree with this. Showing interest can help clients see the relationship beyond a transaction. One of the principles of quality management is relationships, teaching to go beyond and establish relationships with customers.

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2 Be transparent and consistent

Another key strategy to building trust is to be transparent and consistent in the professional's actions, expectations, and boundaries. This means explaining the purpose, scope, and limits of the service, the roles and responsibilities of both parties, and the potential benefits and risks of the intervention. It also means following through on commitments, keeping promises, and informing the client of any changes or issues that may affect the service. Being transparent and consistent can help the client feel informed, respected, and secure. It can also help the professional avoid misunderstandings, conflicts, and ethical dilemmas.

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3 Express empathy and compassion

A third essential strategy to building trust is to express empathy and compassion for the client's feelings, experiences, and perspectives. This means acknowledging and validating the client's emotions, showing sensitivity and care, and offering support and encouragement. Expressing empathy and compassion can help the client feel heard, seen, and appreciated. It can also help the professional build rapport, reduce resistance, and foster motivation.

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4 Demonstrate competence and credibility

A fourth important strategy to building trust is to demonstrate competence and credibility in the professional's knowledge, skills, and practice. This means using evidence-based methods, following ethical standards, and seeking feedback and supervision. It also means admitting mistakes, acknowledging limitations, and referring to other resources when necessary. Demonstrating competence and credibility can help the client feel confident, reassured, and satisfied. It can also help the professional improve performance, quality, and accountability.

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5 Respect diversity and difference

A fifth vital strategy to building trust is to respect diversity and difference in the client's culture, identity, values, and beliefs. This means being aware of one's own biases, stereotypes, and prejudices, and challenging them when they arise. It also means being culturally responsive, inclusive, and flexible in the professional's approach, language, and behavior. Respecting diversity and difference can help the client feel respected, affirmed, and empowered. It can also help the professional avoid cultural incompetence, harm, and oppression.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Luciana Melo

Bolsista Fadex/MDHC
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Outro aspecto muito importante nessa rela??o é criar mecanismos de feedback, para que a??es sejam alinhadas ou corrigidas ao longo do processo. N?o há nada mais desanimador e pouco transparente do que n?o ser orientado/conduzido no transcorrer do desempenho de fun??es e responsabilidades. é preciso indica??es claras de que estamos trilhando um bom percurso e, caso n?o estejamos, é relevante saber o que pode ser feito para alterar as rotas e chegar ao final desejado/esperado

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What are the best strategies for building trust between human services professionals and clients?

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1 Show genuine interest and curiosity

2 Be transparent and consistent

3 Express empathy and compassion

4 Demonstrate competence and credibility

5 Respect diversity and difference

6 Here’s what else to consider

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