7. Communication With External And Internal Clients

Question 1

What are the benefits to internal client relationships?

Answer 1

1. A common goal, all parties in the relationship understand the ethos of the business and collaborate to achieve it
2. Better understanding of internal process
3. Greater opportunity for knowledge sharing
4. They may even be located closely together, enabling issues to be resolved quicker.

Question 2

What are the different types of communication?

Answer 2

1. Internal

Notices, reports, memos, face to face; email, team briefings, presentations.

2. External

Letters, email, telephone, direct mail, portals, video calling

Question 3

What is verbal communication?

Answer 3

Is using spoken language to deliver a message - can be carried out face to face in person, by talking using the telephone or VC

Tone of voice is important.

Techniques for speaking effectively include:
1. Facing the person you are addressing and take care about looking away for too long - as this will distract the listener
2. Keeping head up so voice can project
3. Speaking clearly, taking time to enunciate each work
4. Preventing your voice from dropping away at the end of a sentence by taking natural breaths
5. Adjusting your tone

Question 4

What is non-verbal communication?

Answer 4

Is the way that we send wordless messages through our body or voice - referred to as body language:

Examples:
- eye context
- head position
- body posture
- use of hands or arms
- facial expressions

Question 5

How can facial expressions interpret a person’s thoughts or feelings?

Answer 5

• mouth shape and positioning
• eyebrow lifting or lowering
• eye movement
• chin height
• head angle

Question 6

How can spoken communications be delivered?

Answer 6

• pitch of voice
• emotions within the voice
• speed of speech
• empathise which the speaker gives to certain words, which implies importance

Commonly known as “paralanguage” which is a way of describing the influence that these factors have on the way that a speaker’s worlds are interpreted by the listener.

Question 7

What is active / deep listening?

Answer 7

Active listening is important.

Non-verbal signals include:
- making little ‘mmm’ sounds
- slow head nods
- placing our head on one side
- making prolonged eye contact
- smiling or matching the speaker’s facial expression
- leaning forward
- keeping our heads and body still

Active listening also involve;
- clarifying key points using checking questions to ensure that you have understood
- summarising by neutrally reflecting some of the key points that have been heard

Question 8

What is a useful way of remembering some of the key skills of listening?

Answer 8

LISTEN

Let the person finish before interrupting

Inquire using checking questions

Summarise

Test your understanding

Evaluate the ‘whole message’

Neutralise inner feelings

Question 9

How to prepare for a client meeting?

Answer 9

It should be private and not be able to be overheard by others.

Have a ready supply of pens and paper, funding forms, court forms, standard forms and business cards.

It is important to preparer to make sure that you are confident using the software - including share screens.

Keep background anonymous

If the client consents - may be useful to record the interview.

Question 10

How do you start a meeting?

Answer 10

Welcome the client - “meet, seat and greet”.

Important to be friendly and informal and to put the client at ease.

Non-verbal communications are important
1. Eye contact, friendly and smile.
2. Be confident but approachable
3. Speak naturally and sincerely
4. Avoid situations where you are behind a desk and the client is facing you

Question 11

How can you gain information during the interview from the client?

Answer 11

Important to communicate effectively and use language that the client fully understands.

1. Ask the client to explain issue - listen to response and mirror body language
2. The aim is to establish a free-flowing conversation rather than starting to ask questions immediately.
3. Avoid asking multiple questions are once.
4. Don’t be afraid of silence and avoid the temptation to jump in.
5. Try to avoid closed questions at the beginning of the interview.

Common technique is “funnelling”.

Step 1: Ask the client an open question to start discussion.
Step 2: Once the basic story has been obtained - interviewer can then ask questions using “why, who, how, where and when”.
Step 3: Closed questions can be used to clarify or check any final details.

Question 12

What are the reasons for placing information into text?

Answer 12

1. To meet legal requirements
2. Make permanent record
3. Provide a client with information they can review at a later date
4. To clarify an issue
5. Explain complex piece of information clearly

Question 13

What elements comprise good legal writing?

Answer 13

1. Correct grammar, spelling and punctuation
2. Clarity of expression and explanation
3. A concise and succulent style
4. The correct tone for the purpose of the communication and it’s intended audience
5. A clear, logical structure

Question 14

What happens if no attendance note, or one that does not give all the details?

Answer 14

1. May have to phone the client again
2. Client may ask for something to be done - which then may not be done
3. Spend time carrying out the work which the client did not agree to
4. May be subject to a claim of negligence because you cannot prove that you gave client appropriate advise
5. May lead to a difficult relationship.

Question 15

How to take notes during client interview?

Answer 15

1. Write down relevant information as soon as it is given - even if you think it is irrelevant
2. Try not to let the note taking distract the client - ensure that you maintain eye contact and empathy
3. Ask the client to clarify details - all names and addresses need to be spelt correctly
4. Record advice given and next step actions

Question 16

What are the key points for drafting an attendance note?

Answer 16

1. Do not delay - write as soon as possible after interview
2. Read through notes and try and identify logical pattern
3. Organise the material - most important / main tasks is first
4. Use headings and paragraphs (no not number the headings or sub headings)
5. Exclude what is irrelevant or contradictory
6. Take care recording legal advice given
7. Follow firm’s conventions when drafting attendance note
8. Be precise in description what is said about legal costs
9. Spell out next steps to be take
10. Record the time you spent on the interview and attendance note.
11. Use full sentences

Question 17

What must a client are letter provide?

Answer 17

CILEX Code of Conduct Principle 5 (5.7 and 5.11)

Must include the person dealing with the case and supervising the case.

Other details:

1. Key facts the client has mentioned
2. Legal advice you gave the client at meeting and any additional advice now available
3. Timescales and next steps you will take
4. Actions the client needs to take
5. Likely outcome of the case estimated costs, VAT and payments to third parties
6. Firm’s complaints procedure including the client’s right to refer a complaint to the Legal Ombudsman or CILEX Regulations
7. The forms T&C

Question 18

What are the benefits and negatives of using a checklist for an interview?

Answer 18

Positives
- all information is covered
- gives framework for the interview
- help prepare a detailed attendance note

Negatives
- going through checklist may not make the client provide all the information.
- questions may be irrelevant
- clients like to feel unique
- wording may be too complex or not relate to matter

Question 19

What are matter creation forms?

Answer 19

Completed as soon as initial instructions received.

1. Name of client
2. Preferred contact method
3. Case type
4. ID type - passports, etc
5. Mode of address for letters (Dear…)
6. Mode of address for envelopes (client’s name is referred to in address labels)
7. Name of other parties in transaction
8. Marketing information (any referral information)

Question 20

How do you style a client care letter?

Answer 20

1. Write in the first person using “I”
2. Explain the letter’s purpose. Start with a short heading in bold and then explain why you are writing
3. Keep it concise - include information that the client will find important in the first part of the letter. Include details on significant parts of client’s case and costs.
4. Use plain English
5. Make it easy to read
   - short sentences
   - avoid dense bodies of text
   - numbered headings
   - use short paragraphs
   - don’t size 12 and above
   - using tables, bullet points and highlighting
6. Enclosures - e.g complains price ire and terms and condition.
7. Closing - always end the letter on a friendly note and sign “Yours sincerely”

Question 21

What would an example attendance note include?

Answer 21

Reference.

Client name. (e.g Selina Madeline Nolan (SN))
Fee earner name.
Date.
Nature of attendance (e.g new instructions - potential clinical negligence)
Time spent.

1. Administrative issues
   - address
   - date of birth
   - occupation
   - email
   - mobile number
   - ID
2. Relevant facts of the case
   - use headings and spilt into different sections
   - avoid using bullet points and numbering the headings / sub headings
   - write in full sentences
3. Next steps

Signed:
Date:
Signature of supervisor: