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Client at the core

What Client at the core covers

Understanding different clients; their needs, expectations and challenges, and communicating effectively, ensuring clients are at the heart of what you do.

Levels

From Foundation to Advanced, we have all aspects of Client at the core comprehensively covered.

This content will cover foundational topics and themes that are essential to practice. It will primarily be of interest to early career stage practitioners. It will include:

  • Learning about different clients to understand their needs, expectations and challenges.
  • Starting to understand how your work impacts the solution for the client.
  • Keeping others updated about the progress of your work to deliver on time to customer expectations.
  • Developing social skills, showing respect and courtesy to others.
  • Learning how to structure messages to come across as clear, logical and succinct, both verbally and in writing.

This content will provide a more robust educational and professional development experience. It will be primarily of interest to members and practitioners who are looking to underpin existing knowledge, or broaden their areas of practice. It will include:

  • Understanding different client needs, expectations and challenges, and managing these.
  • Providing trusted and accurate advice regarding client matters within area of knowledge.
  • Providing timely updates on progress.
  • Showing effective social and communication skills, demonstrating respect and courtesy even in challenging situations.
  • Starting to adapt style and approach to suit varied audiences.
  • Being clear, logical, accurate and succinct when communicating, both verbally and in writing.

Advanced-level content will offer a sophisticated professional learning experience, and it is aimed at underpinning practice excellence. Expectations of prior learning or assumed knowledge will be clearly stated for this type of content. It will include:

  • Ensuring shared understanding of clients’ wider context, needs, expectations and challenges.
  • Providing services and trusted advice, ensuring the accuracy of given options, strategies and solutions.
  • Managing client expectations, providing both support and challenge as necessary.
  • Using emotional intelligence and cultural awareness when managing client matters.
  • Adapting communication to different audiences and ensuring high quality communication across the board.

Topics for Client at the core

  • Dealing with vulnerable clients (2)
  • Influencing & Negotiation; Personality types (1)
  • Active Listening
  • Avoiding complaints
  • Communication in plain English
  • Communication in plain English; Dealing with clients whose first language is not English
  • Complaints Handling; Relationships with Insurers
  • Dealing with aggressive clients
  • Dealing with clients whose first language is not English
  • Dealing with emergencies relating to clients – when to involve third parties
  • Detecting signs of dissatisfaction
  • Effective buddying
  • First contact: Telephone skills
  • Handling a breakdown in client relationship
  • Lawyer versus counsellor – where your duties start and end
  • Understanding the customer journey
  • What a client wants – an holistic approach to legal needs
  • Dealing with vulnerable clients (2)
  • Influencing & Negotiation; Personality types (1)
  • Active Listening
  • Avoiding complaints
  • Communication in plain English
  • Communication in plain English; Dealing with clients whose first language is not English
  • Complaints Handling; Relationships with Insurers
  • Dealing with aggressive clients
  • Dealing with clients whose first language is not English
  • Dealing with emergencies relating to clients – when to involve third parties
  • Detecting signs of dissatisfaction
  • Effective buddying
  • First contact: Telephone skills
  • Handling a breakdown in client relationship
  • Lawyer versus counsellor – where your duties start and end
  • Understanding the customer journey
  • What a client wants – an holistic approach to legal needs