WBL Competency 3: Client Relations


Outcome 3.6: Manage a client’s or service user’s expectations


Provide two examples

Guidance for Outcome 3.6

To meet this Outcome you will need to show that you can manage a client/service user’s expectations.

In your logbook sheets you should explain what the client/service user’s expectation was and how you managed that expectation by taking reasonable steps (NB: advising a client/service user  why you are unable to meet a client/service user’s timescale may meet the outcome, but examples of progressing a case quickly at the request of your client/service user will not meet this outcome).

You should attach supporting evidence that shows you managed the client/service user’s expectations. 

Examples for Outcome 3.6

Examples may come from different types of legal work as shown by following the links below:

Example 1

Example 2

Example 3


Could you use your evidence for these Outcomes too?


Remember to read the guidance for each outcome to ensure you fully meet the criteria

If you used suitable language tailored to your client/service user in your reply, you could possibly use this evidence towards meeting the following Outcome:

Outcome 2.2 Use suitable language in communication

If you addressed a number of issues in your response to your client/service user when you managed their expectation, you could possibly use the evidence towards meeting the following Outcome:

Outcome 2.3 Address all issues in communication