Customership and professional dialogue

Professional encounter videos

What kind of encounter is required as a professional in these situations?

Video 1.

The client in the first video is stubborn and doesn't want to change, even though she understands the problems are real. She has problems with her blood pressure but insists that she lives well. 

As a professional= I am not allowed to argue with the client but I must focus on the positive things and boost her. Then I could propose that could any change make her life even better. The reason she doesn't want to change may be that she is afraid of it. So I have to be respectful and give her space to talk about things that feel scary.

Video 2.

The client in the second video is difficult to approach and withdrawn. She doesn't look at the professional or say a word when the professional asks her about things that happened at the workplace. 

As a professional= I don't force her to talk and I to her calmly. I know she might not feel safe so I'll let her be quiet. If she doesn't want to talk I can suggest writing or drawing. I emphasize that she doesn't have to tell about things that happened at work but I can offer help if she has any problems. 

Video 3.

When a professional asks a client about a new job, the client responds impulsively and she is hyperactive. She doesn't answer questions directly and she loses attention. 

As a professional= If the client doesn't respect our interaction, I stay calm and ask more detailed questions like: How has the new job felt? What is your honest state of mind right now? Are you happy with your situation now?

Video 4.

The client is careless, insecure and unmotivated when the professional asks about her studies and lifestyle. She is on her phone and doesn't like to make contact or share anything about her life.

As a professional= I give her time and space to be herself. I motivate and cheer her. I ask how can I help her to get her motivation back. Asking her simple questions she could tell what takes away her motivation. 

Learning pathway

Learning pathway 1

Topic: Professional encounter

1. What factors contribute to the establishment of a trust relationship?

= Stability of a trust relationship is important because the client suffers if the professional changes often (Ikonen & Hirschovits-Gerz 2022). A professional must give the client space and listen calmly if the client wants to say something. It is important to make decisions together so the client feels that their opinions matter.

2. What is relationship between power and trust?

= If a professional encounters a client as a object, trust is not built because the professional uses power unilaterally. If the professional sees the client as a subject then the client's opinion matters, the client attends actively trust is built better (Auvinen 1983). So I think that even though a professional has power because of their role, trust can not be created if the professional doesn't meet the client genuinely.

3. Can you show emotions when acting as a professional?

= The professional can show emotions with control which tells the client that the professional is interested and cares about their situation. But emotions can not be too strong. 

Learning pathway 2

Topic: Customer orientated approach

1. What are the key factors in customer orientated approach?

= Genuine encounter, collaboration with the client, involving the client in making decisions, creating an individual path for the client (What works for someone else maybe might not work for them) and the professional acts professionally and considers professional ethics. 

Learning pathway 3

Topic: Professional dialogue

1. What is the difference between discussion and dialogue?

= Dialogue is not just a discussion, but it is shared thinking. Dialogue is an interaction where everyone is equal and try to understand each other (Opetushallitus). Discussion is a faster exchange of opinions.

2. What is the difference between a dialogue and debate?

= In a debate the parties have their own perspective on the things and the goal is to win the discussion (Grönqvist 2021). In a debate the parties don't necessarily listen to each other. Dialogue is shared thinking and the main goal is learning. 

References:

Auvinen, A. 1983. Valta ja asiakassuhde. Sosiaalityön vuosikirja, Sosiaalityöntekijäin liitto r.y., 132-139. Available at: https://helda.helsinki.fi/server/api/core/bitstreams/f26b9256-74b5-4ea4-9722-3a74e5cc6f01/content. Accessed 19 October 2025. 

Grönqvist, K. 2021. Väittelyn, keskustelun ja vuoropuhelun ero. Great Place To Work. Available at: https://greatplacetowork.fi/artikkelit/vaittely-keskustelu-vuoropuhelu/. Accessed 19 October 2025.

Ikonen, V. & Hirschovits-Gerz, T. 2022. Pelottava luottamus - luottamus ja vastuu sosiaalityössä. THL-blogi. Available at: https://blogi.thl.fi/pelottava-luottamussuhde-luottamus-ja-vastuu-sosiaalityossa/. Accessed 19 October 2025.

Opetushallitus. Dialogi ajattelun ja keskustelun taitojen opettamisessa. Available at: https://www.oph.fi/fi/opettajat-ja-kasvattajat/dialogi-ajattelun-ja-keskustelun-taitojen-opettamisessa. Accessed 19 October 2025.