What you are going to learn
About this course:
Objective:- To consider the needs and expectations of clients
- To understand differences in people and the consequences of those differences within the client relationship
- Assess the tone and structure of communications within the client relationship
- Assess the impact and importance of assertiveness in the client relationship
- Understand the need for clear and effective communication throughout the client relationship
- Understand the importance of compliance with the SRA Code of Conduct in managing and communicating with clients
Intended audience:Paralegals
Duration:
3 hours
Topics- The importance of effective client care
- Different types of clients and their needs; how to identify and respond appropriately to them
- Communicating assertively with clients
- Communicating effectively throughout a client’s matter
- An overview of the requirements of the SRA Code of Conduct with regard to client care, including:
- openness with the client
- the regulatory framework
- fee arrangements
- complaints procedures
Outcomes:The success measures of this course are to ensure that participants:
- Appreciate the central importance of client care to the firm;
- Are sensitive and responsive to the differing needs of clients;
- Can be assertive with clients when appropriate; and
- Recognise how the progress of a client matter may create the need for different communication challenges, and are able to manage these.
