Delivering Inclusive Client Service

Product code: FON502

Upcoming sessions

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27 February 2023


09:00 to 11:30 EST

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Delivery method

Delivery method

Virtual classroom



2.5 hours





A client-centric approach is one that focuses on addressing client or user expectations, needs, challenges and feedback. This course explores the benefits of applying an inclusive mindset as part of client service delivery in a government context. Participants will reflect on behaviours and practices that encourage inclusiveness and how to integrate it when delivering services to clients.

Topics include:

  • building inclusive partnerships with clients
  • defining the core principles of inclusive client service
  • removing barriers to inclusive service delivery, even if they are unintentional
  • acknowledging how behaviours influence the client experience
  • being an ally and an advocate for inclusion


Due to the sensitive nature of the topics discussed in this course, participants are expected to complete 45 to 60 minutes of pre-course foundational learning activities.

Before registering for this course, learners should have a basic understanding of unconscious bias. Completion of one or all of the following courses is recommended:

  1. Unpacking Unconscious Bias or
  2. Understanding Unconscious Bias and Overcoming Your Own Unconscious Biases

Legacy course code: R103

Additional upcoming sessions

Date and Time Session code Location Language Status
09 January 2023 13:30 to 16:00 EST FON502-TS-00486-EN Virtual English Full More Info
17 February 2023 09:00 to 11:30 EST FON502-TS-00675-EN Virtual English Full More Info
27 February 2023 09:00 to 11:30 EST FON502-TS-00716-FR Virtual French Available More Info
23 March 2023 13:30 to 16:00 EST FON502-TS-00826-EN Virtual English Full More Info
Date modified: 2022-02-07

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