Customer Involvement & Empowerment
This workshop has been designed for anyone working within a Supporting People framework looking to understand more about the concepts of empowerment and involvement. It introduces the idea of the service user as customer and further considers how to involve customers in their own services and support as recommended by Supporting People’s Quality Assessment Framework.
- Empowerment and power imbalance
- Transactional analysis of relationship with customers
- From service user to customer to involved customer
- Informing and consulting
- Required skills set
- Responding to the challenges involved
Methods of Delivery
This course requires full delegate participation to maximise the intra-group learning, to support direction from the trainer. A range of methods are employed to maintain delegate engagement such as PowerPoint presentation, reference material, group work, flipchart work, subgroup work and group discussions.
- Course Content
- Training Considerations
- Related Courses
- Understand empowerment and how this impacts on support
- Understand the links between these concepts and QAF
- Understand the impact of the 'balance of power' in support relationships
- Identify ways in which imbalances in power may affect support
- Identify common barriers to empowering customers
- Identify ways of giving customers greater power and control
- Understand the impact of being a service user compared to a customer
- Understand why customer empowerment and involvement is so important - the benefits to customers and organisations
- Identify types and methods of customer involvement
- Explore some of the difficulties and barriers associated with customer involvement and empowerment
Anyone working within a Supporting People framework/looking to understand more about the concepts of empowerment and involvement.
Delegates should consider their own organisation's strategy to involve and empower customers and be prepared to contribute these to group learning.
Upon completion of the course, the delegates will receive a certificate of attendance.
Boundaries & Good Practice