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

WBL Competency 3: Client Relations

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

Could you use your evidence for these Outcomes too?

Remember to read the guidance in the work-based learning handbook for each outcome to make sure you meet the criteria fully.

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