Client Care Skills
- Created by: Lucy Sparling
- Created on: 05-07-17 15:20
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- Client Care Skills
- Professional Ethics
- SRA handbook sets out 10 Mandatory Principles
- SRA Code of Conduct- mandatory Outcomes and Indicative Behaviours
- Vital to maintain confidentialityof clients
- Conflict of Interests-should be avoided
- Solicitors & Staff- comply with Money Laundering Regs 2007 & Proceeds of Crime Act 2002
- Time recording provide info on time spent on a particular clients work
- Methods of funding
- Privately paying
- Fixed fees
- Conditional Fee agreements
- Damage based agreements
- Collective Conditional Fee Agreements
- Legal Expenses Insurance
- Public Funding (Legal Aid Agency)
- Don't forget to calculate the VAT at 20 %
- Solicitor's Accounts Rules
- SRA Financial Services (Scope) Rules 2001
- Interviewing Skills
- Always prepare the room beforehand
- Plan the interview
- Welcome the Client
- Listening Skills are important
- Be aware of open and closed questions. Start with open questions
- When giving legal advice, keep it simple
- Be sensitive to the wider commercial interest of business clients
- At the end of the interview- confirm agreed actions points and dates
- When interviewing several people- be clear of who is the client. Keep control of the conversatiosn
- Communication & Body Language
- Client Care- comply with professional regulatory requirements-SRA CoC
- Ensure spelling, punctuation & grammar are correct
- Client Care letters- summarise the instructions of the client and legal advice
- Always thank the client- appropriate info such as costs
- Routine letters- succinct & business like but remain polite
- Phone calls- convenient. Phone back if not convenient
- Varying the tone of your voice will help convey emotions
- Adopt a fairly formal style for emails. Follow firm's protocols on emails
- Ensure you fax through every page of long documents
- Attendance notes & matter creation forms
- Attendance note is a record of a client interview
- When taking notes, record key points. Do not give advice yourself in the interview
- If interviewing do not let the note taking distract you. Record relevant items & clarify clients name
- Check lists are a good way of having questions ready
- Only ask questions that are relevant to your client
- Draft the attendance note as soon as possible after the interview
- Ensure the matter creation form is completed accuratley
- Matter creation form- record of client information
- Professional Ethics
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