Ways of working

Establishing a successful relationship with your client group

Once you have been matched with your client group, before your first session, spend a little time making sure you have all the basic information you need about your client group. Co‐operatives UK will provide all documents received, including up to date financial information where available etc.

We suggest that you:

• Draw up a timetable of regularly spaced meetings in advance. This can be a combination of face‐to‐face meetings (one to one or group), telephone discussions and email exchanges and will vary according to the group.) This timetable should be built around achieving the agreed milestones.

• Establish a set of ground rules.

• Keep notes of your meetings and use these as the basis for ongoing discussions (remember to

  capture any specific issues or learning that can be used by the programme).

• Work towards developing a trusting relationship and establishing a good rapport with your client group.

• Use your questioning and listening skills to establish your client group’s individual needs, remembering that these will be different based on them and their organisation’s background and experiences.

Try to make the most of the first meeting and allow sufficient time. Use the time to talk through some issues which the client group needs support with and getting your relationship o to a good start by establishing some ground rules and acknowledging that the relationship is two‐way. This is also the best time to agree about what you hope to achieve, and share your expectations with one another.

As a ‘starter for ten’, we recommend you review agreed milestones and develop a workplan.

You should also cover a few basic essentials:

• When you would like to meet – how often and for how long and whether in person or by video call/ telephone/email taking into account the number of allocated days.

• Plans for keeping in touch in between meetings.

• Discussing and agreeing how you will work together.

• Discussing how to ensure that the learning is shared within each organisation.

• Confidentiality. Please refer to the Service Agreement terms and conditions including data protection requirements.

• Responsibility.

• How you will record progress and issues/targets for further development.

Confidentiality

It’s really important that you respect each other’s confidentiality. Remember that anything you talk about when you meet up is between the two of you so you shouldn’t talk about it to someone else. But, legally, you should report any criminal conduct or possible harassment or bullying.

Four things to think about are:

• Concerns. If you’ve got any, contact the Hive Team – they’re there to help.

• Secrets. Don’t promise to keep any secrets. Make that clear from the beginning and remember to ask your client if they mind you sharing confidential information with anyone else.

• Information. Keep information about your client (like their phone number) somewhere secure. Never share any of their financial details.

• You. Confidentiality works both ways. Be aware of those personal areas of your life you’re happy to share with your client and those you are not.

Early termination of the agreement

Although every effort will be made to ensure a close match between you and your client, sometimes this may still not work out. This may be no reflection on either party, and either party may finish the relationship, and exit the agreement. This may be due to slow progress by the client due to personal circumstances, where there has been significant change in the circumstances of the client such as a change in personnel.

If any issues arise during the programme, you should contact The Hive Team as soon as possible and every effort will be made to address any issues.