Client needs for coherent information, advice and guidance services ...

Links between motivation and perceptions of coherence
543 We commented in Chapter IV that client motivation emerged as an important
variable in relation to the way in which clients interact with IAG services. 11 These
differences in motivation are particularly relevant to clients’ subsequent perceptions
of coherence.
544 As we have seen, a significant number of clients receive IAG services without
themselves having identified a need for IAG. Individuals who make direct
approaches to learning providers are often seeking to implement a course of action,
not to identify one! Typically these clients receive services at times and in ways that
are considered appropriate by tutors and other external agents.
545 For example, advisers from voluntary and community education providers often
engage the potential learner in discussions of need prior to registration, as well as
meeting with learner groups toward the end of a course to discuss progression
opportunities and other learning options. Other examples include inputs from
employer representatives during access courses; and exercises and activities
designed to focus career aspirations, delivered as an integral part of lifeskills and
learning gateway training.
546 Providers take care to ensure IAG input is tailored to the needs of the group so far as
is possible, with activities introduced as required; the timing of delivery is clearly
another important consideration. When IAG delivered in this way is effective in
supporting clients to implement their chosen course of action and develop their
goals, services are perceived as coherent. These clients did not set out to find IAG,
but they would typically declare themselves satisfied with the support received to
help them progress in their chosen learning path.
547 The situation is different when clients are motivated to take up training as the result
of an external requirement. In such cases, the decision to take up training is not
necessarily part of a coherent plan. 12 As such, IAG services can be well-received in a
superficial sense, but without bringing about a sense on the part of the individuals
that they are making any progress.
548 Many examples of such clients come from Jobcentre Plus programmes. Their goals
are often simply “to get a job”. They may feel dispirited and believe that there is little
they can do to improve their job prospects; their aspirations are low and their only
strategy is to continue applying for jobs. Such clients may be willing to participate in
programmes but do not actively engage with the provision that is being delivered to
them.
549 This is not true of all clients on Jobcentre Plus programmes, of course. Many
individuals with longer-term career aspirations, or with the desire and confidence to
identify and work towards longer-term goals, find Jobcentre provision helpful,
especially when appropriate training is identified. This group are often individuals
qualifying for early entry to New Deal and who are, therefore, often participating
through choice, rather than as a benefit requirement. In that sense, they have more
in common with the next group considered.
550 Coherence needs are different again amongst clients who actively put themselves
forward for IAG services. These clients approach the service because they have
identified a personal need for IAG. This does not necessarily imply that these clients
have clear work or learning goals, or that they have clear expectations of how the
11 See paragraphs 403 to 408
12 as defined by the client, as opposed to the referring adviser!
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