Glossary: Facilitate co-operative behaviour

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Active listening

See “Attending skills”


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

Attending skills

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



The person who is being offered support services by your organisation.

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.


An idea or ideas around a particular subject.


Keeping client’s information confidential and following procedures required under the Privacy Act for the receipt of and release of client’s information.

Cultural diversity

The diverse range of cultures that can be represented in a group of clients.



This term relates to a person’s experience in their community and with client services to make their own decisions and choices. In client service delivery it is about supporting and informing clients to make their own decisions based on informed choices.

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