Be helpful not over-involved

Zone of Helpfulness

Doing too much or not enough? Crossing a boundary occurs when we are either over-involved or under-involved with client care. When we are working within our Professional Boundaries we are operating within what is known as the Zone of Helpfulness.

When you develop more rapport and a friendly working relationship with a customer, they may begin to view you more as a 'friend' than a Staff member and it can become challenging to balance. The diagram below shows how you can still be helpful without becoming over-involved (Caring more about the person than for the person).


Lesson Summary

When developing a rapport with a customer as a staff member, it is important to strike a balance between being helpful and becoming too involved.

The diagram below provides a visual representation of how you can maintain a zone of helpfulness:

  • Caring about the person, but not caring for the person
  • Being supportive and empathetic
  • Providing assistance and guidance
  • Maintaining professional boundaries
  • Respecting the customer's independence
  • Encouraging self-care and autonomy
  • Avoiding over-involvement and dependency

By following these guidelines, you can develop a positive working relationship without crossing professional boundaries.

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