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PSC Core Module: Client Care and Professional Standards
12 hours ILT
What you are going to learn
About this course:
Objectives:
On completion of this course, PSC trainees should be able to:
- identify and understand the significance of client care, ethical and professional conduct issues and be able to respond in an appropriate way within the training context
- apply appropriate professional standards
- understand and apply business awareness
- understand the need to work effectively with others
- initiate and implement appropriate methods of personal work organisation and
- appreciate the importance of and take responsibility for their own personal and professional development
Topics:
Element 1 – Client Care and Communication Skills
- Communication – both orally and in writing
- Interviewing skills
- Taking instructions
- Keeping clients informed
- Discussing costs
- Handling client expectations
- Dealing with difficult clients
- Avoiding complaints
- Identifying potential complaints
- Handling complaints
Element 2 – Professional Standards
- The Practice Rules
- Client confidentiality
- Conflicts of interest
- Undertakings
- Negligence warnings
- Discussing advising and reporting on costs
- Contingency arrangements
- Retainers
- Letters of Engagement
- Avoiding, identifying and handling
Element 3 – Work and Case Management
- Time limits
- Time management
- Identifying and minimising risk
- The risk of professional liability
- Case file management
Contact us to find out more
Please complete the form. We will contact you within 5 working days to discuss course dates and availability.
