CILEx Level 3 Unit 16 Client Care Skills
CILEx Level 3 Unit 16 Client Care Skills - £275
This course will improve your customer care skills in the context of a legal environment. This web page covers the content of the course - information on how our supported distance learning courses are delivered is given on the CILEx Level 3 professional skills courses page. The course fee is £275 if purchased as a single unit, but discounts are available if purchased as part of a bundle of units as indicated under the heading 'Application' at the bottom of the page. CILEx Level 3 units were known as ILEX Level 3 units until recently. CILEx stands for the Chartered Institute of Legal Executives. It was known as the Institute of Legal Executives (ILEX) until the award of a Royal Charter in January 2012.
Who is the course for?
This course is relevant:
- if you are working towards a CILEx Level 3 qualification as indicated in the section below
- if you are an unqualified member of staff working in a legal environment this course will teach you the essentials of customer service including how to conduct client meetings, how to take meeting notes, how to address clients in letters, how to improve the grammar and punctuation in written communications, as well as some of the Rules of Conduct relevant for all those employed within the legal profession.
What qualification will I get?
This course does not amount to a qualification on its own, although success in the unit does contribute seven credits to your learning record. The unit can be used to contribute to any of the eight variatios of the CILEx Level 3 Certificate in Law and Practice or the CILEx Level 3 Professional Diploma in Law and Practice which are both listed on the national database of accredited qualifications for England and Wales.
What is the detailed course content?
The course content is written to deliver the CILEx syllabus for this unit. Please click on the link to see the syllabus content expressed in terms of broad learning outcomes as well as the detailed knowledge, understanding and skills that are delivered by the course. ITC publishes a course manual every year to deliver the CILEx syllabus and the table of contents (2011 edition) is reproduced below. You can also view sample pages from the course manual.
Chapter 1: Professional Ethics
1.1 Introduction
1.2 Solicitors’ Code of Conduct
1.2.1 Reform
1.3 Confidentiality
1.4 Conflicts of interest
1.5 Money laundering
1.6 Duties owed to the court
1.7 Charging the client
1.7.1 Time recording
1.7.2 Privately paying
1.7.3 Fixed fees
1.7.4 Conditional fee agreements (CFAs)
1.7.4.1 Reform of conditional fee agreements
1.7.5 Collective conditional fee agreements (CCFAs)
1.7.6 Legal expenses insurance
1.7.7 Public funding
1.7.8 VAT
1.8 Handling clients’ money
1.9 Giving advice on regulated financial services
1.10 Summary
Chapter 2: Interviewing Skills
2.1 Introduction
2.2 Preparation
2.3 Welcoming the client
2.4 Listening skills
2.5 Questioning skills
2.6 Problems during interviews
2.7 Giving legal advice
2.8 Dealing with commercial clients
2.9 Closing the interview
2.10 Summary
Chapter 3: Communication with Clients and Body Language
3.1 Introduction
3.2 Professional requirements of a client care letter
3.3 Style of client care letter
3.4 Other routine letters
3.5 Communicating by telephone
3.6 Communicating by email
3.7 Communicating via your firm’s website
3.8 Communicating by fax
3.9 Body language
3.10 Summary
Chapter 4: Attendance Notes and Matter Creation Forms
4.1 Introduction
4.2 Note taking during the interview
4.3 Drafting the attendance note
4.4 Matter creation forms
4.5 Summary
Application
Download: CILEx courses application form 2011-12.pdf
Or apply on-line:
Apply for this course alone at £275
Apply for all courses leading to the CILEx Level 3 Certificate in Law and Practice at £1100