Client Interactions

The National Leaderology Association (NLA) is dedicated to fostering positive interactions and building strong relationships between our members and their clients. The following standard and guidance are established to ensure professional conduct, effective communication, and transparent client engagement:

Communication and Engagement:

• Maintain open and transparent communication with clients, providing clear and accurate information about services, fees, and expectations.
• Actively listen to clients' needs, concerns, and goals, and respond in a respectful and timely manner.
• Use appropriate and professional language in all client interactions, whether in person, in writing, or through electronic communication.

Informed Consent Process:

• Prior to engaging in any leadership development services, obtain informed consent from clients, explaining the nature, purpose, risks, and benefits of the services.
• Ensure that clients have a clear understanding of the processes, methodologies, and potential outcomes involved in the services they will receive.
• Provide clients with the opportunity to ask questions and address any concerns before proceeding with the services.

Maintaining Professional Boundaries:

• Establish and maintain appropriate professional boundaries with clients, ensuring that interactions remain focused on the agreed-upon goals and objectives of the leadership development process.
• Avoid engaging in personal, social, or romantic relationships with clients that could compromise the integrity of the professional relationship.
• Respect client confidentiality and privacy, adhering to ethical guidelines and legal obligations regarding the protection of client information.

Addressing Grievances and Complaints:

• Establish a clear process for clients to raise grievances or lodge complaints, ensuring that their concerns are addressed promptly and professionally.
• Actively listen to clients' feedback, taking their perspectives into consideration and working towards a resolution that is fair and satisfactory to all parties involved.
• Maintain confidentiality and handle grievances or complaints with sensitivity, treating all parties involved with respect and dignity.

Testimonials and Reviews:

• Encourage clients to provide testimonials and reviews regarding their experiences with the NLA's leadership development services.
• Display testimonials on your website and encourage clients to poste reviews on reputable platforms like Google, ensuring transparency and demonstrating your commitment to client satisfaction.
• Clearly indicate the client's name and, if appropriate, contact information of the individuals providing testimonials to assure potential clients that you value transparency and accountability.

The NLA is dedicated to upholding these standards to ensure positive client interactions and relationships between our members and their clients. By following these guidelines, practitioners associated with the NLA can establish a professional and trustworthy environment that fosters client satisfaction, trust, and long-term success.

Note: It's important to consult legal professionals to ensure compliance with applicable laws and regulations regarding client interactions, testimonials, and privacy.

Updated: 5/29/23