Glossary - Respond holistically to client issues

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The promotion and support of a cause and the activities engaged in to achieve this.

Attending skills

These are used by a listener. When used, they demonstrate to the speaker that full attention is being paid to what is being said. Attending skills include nodding, giving minimal responses, remaining relaxed with an open posture and maintaining eye contact without staring.



Someone who lives with or is close to a person with a disability. This includes family carers and friends who support people with a disability in times of need.


A person who is currently being offered support services by your organisation.

Client advisory group

Group of clients, relatives, friends and significant others established with the aim of giving input into policy, directions and debate on issues affecting services for people with a disability or in need of support services.

Client records

Any information or details kept about a particular client. They may include such documentation as their medical history, family history, or resume.

Closed questions

Questions that are usually answered with one word answers such as yes or no. They are used when brief, specific information is required.



Causing a person or group of people to feel confident and in control of their own life.


The relative fairness of principles, processes and outcomes.


Appraisal and assessment, often involving judgement on the outcomes of activities.

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