PLHR D (C&I) - Communicating and Influencing (challenge)

Question 1

PLHR D Case

What was the situation?

Answer 1

S1:

• Working on a legal case as a paralegal. Required to use communication and influencing skills to find a solution to my client’s health needs

S2:

• To give context to the case, client resided in care home and lacked mental capacity. Showed distress about depot injection, requested for blister tablets.

Question 2

PLHR D Case

What was the task?

Answer 2

T1:

• Obtaining and communicating my client’s views to stakeholders as well as providing influence on the medication solution that best aligned with the client’s interests.

T2:

• Medication arrangement solution needed to be confirmed quickly for client’s needs and longer-term interests

Question 3

PLHR D Case

What actions did you take to complete the task?

Answer 3

(Obtaining the client’s position)

A1:

• Conducted respectful interviews using effective verbal communication skills. Simplied legal concepts so she understood court process and my role.
• Accounted for client’s mental health needs through compassionate listening skills and emotionally appropriate responses to the situation
• Managed client’s expectations due to unrealistic aims.

(Communicating client’s position to stakeholders)

A2:

• Used a variety of communication methods to relay client’s views. Witness statement served proactively before meeting. Digital communication such as email facilitated efficient knowledge-sharing and timely responses.
• Email correspondence + witness evidence ensured that parties had sufficient information before meetings, made litigation process more cost effective.

(Persuading parties to submit evidence on medication)

A3:

• Negotiation skills during round table meetings and effective questioning
• Persuaded parties to serve further evidence on medication. Highlighted that once issue in dispute was resolved, court would find it easier to tackle long-term decision of client’s future residence arrangements

Question 4

PLHR D Case

What was the outcome?

Answer 4

(Influenced stakeholders successfully - did not achieve client’s objective but met client’s interests)

R1:

• Through diverse communication methods, successfully obtained and communicated the client’s views and influenced stakeholders
• Request for change was not approved but crucial medical evidence was filed and pushed the case forward

(Created positive relations with client)

R2:

• Had positive influence on the client: built trust, confidence and made it easier for team to gather future instructions

(Influenced litigation process - cost-effective and proportionate service)

R3:
- Narrowed issues in dispute, improved litigation process and allocation of court resources - cost-effective, proportionate, saving taxpayers money.

R4: Reflection - learning outcome - This experience showed me how effective communication can contribute to managing client expectations and successful stakeholder engagement for positive long-term results