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Chapter Two
National Skill Set for Effective Case Management Workbook
14.
(a) List the resources, services and support (formal/informal) that youmay use to ensure effective communication
with the: (i) client (ii) key stakeholders.
(b) Explain the purpose and rationale for those you have listed.
15.
(a) List the key elements of active listening.
(b) List the benefits of active listening to: (i) the client (ii) case manager (iii) key stakeholders.
(c) Explain how you would obtain the evidence (proof) to demonstrate that you have listened to the client’s
individual, diverse and/or special needs.