“…Several studies referred to knowledge as an essential factor in building staff–client interactions. Besides knowledge about the nature of a treatment programme (Knotter et al, 2018), knowledge mainly referred to gaining personal knowledge about a specific client and getting to know and understand the client by establishing personal relationships (Antonsson et al, 2008, 2013, 2016; Bambara et al, 2001; Bradshaw & Goldbart, 2013; Ravoux et al, 2012; Whittington & Burns, 2005). Personal relationships were facilitated by spending time together (Antonsson et al, 2013; Bambara et al, 2001; Bradshaw & Goldbart, 2013), knowing a clients’ life history and daily life experiences (Antonsson et al, 2008, 2013; Knotter et al, 2018), and to some degree by talking to or observing others interact with the client (Bradshaw & Goldbart, 2013; Ravoux et al, 2012; Whittington & Burns, 2005).…”