GREETING—
Make a Good Connection and Keep It

In good counseling, providers and their clients often go through a series of connected and overlapping steps. These steps can be remembered by the letters in the word “GATHER.” Click here for the meaning of all 6 letters. G stands for “Greet.”

The provider’s friendly, respectful greeting makes the client feel welcome. It makes a good connection between provider and client right from the start. A good connection builds trust, and clients rely on providers that they trust.

This good connection should be kept up. Throughout every visit, all clients deserve understanding, respect, and honesty from everyone they meet.

How to make clients feel welcome

• Make sure each client is greeted in a friendly, respectful way as soon as she or he comes in. The staff member who first greets clients should understand how important this job is.
• Try to have places for clients to sit while they wait.
• Make the waiting area cheerful and interesting. For example, you can find or make posters that give useful health information.
• Have brochures and pamphlets for clients to look at.
• Tell newcomers what to expect during their visit. This can be done in person, with pamphlets or signs (see Welcome, Clients, To This Health Facility), and perhaps even with a videotape. Invite clients to speak up and ask questions whenever they want.
• If a client will be examined or undergo a procedure, explain what will happen clearly and with reassurance.
• Point out the staff member who can help if a waiting client needs something or has a question.
• Be sure every client has privacy from being seen or heard by others during counseling and during any physical examination or procedure.
• Tell clients that information about them and what they say will not be repeated to others (confidentiality).
• Reassure and comfort clients if needed.