CILEx Level 6 Unit 22 Client Care Skills
CILEx Level 6 Unit 22 Client Care Skills - £375
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 6 professional skills courses page. By completing the CILEx Level 6 Client Care Skills unit you will acquire essential business skills in telephone negotiation and complaints management. You select the context in which you wish to study your negotiation from three practice areas: Conveyancing, Civil Litigation or Family Practice. The course teaches you how to prepare for negotiation and introduces the BATNA theory (best alternative to a negotiated agreement).
Who is the course for?
This course is relevant:
- if you are working towards either of the ILEX Level 6 qualificaitons referred to below. This essential course is a compulsory part of the final stage of training for all prospective legal executives.
- if you are a Chartered Legal Executive who qualified before professional skills was a compulsory part of the ILEX training route
- if you are a senior paralegal with a law degree but no formal professional training, this course is an excellent way to improve your professional skills either as a standalone course or as part of the CILEx Graduate Fast-Track Diploma
The course covers best practice in client care matters and focuses on negotiation skills, teaching you methods to ensure that you get the very best outcomes for your clients, as well as on complaints handling. A detailed list of contents is given below.
What qualification will I get?
This course does not amount to a qualification on its own, although success in the unit does contribute to the CILEx Level 6 Professional Diploma in Law and Practice, the CILEx Graduate Fast-track Diploma or the CILEx Level 6 Legal Skills Certificate which are all listed on the national database of accredited qualifications for England and Wales.
What is the detailed course content?
The course delivers 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: Introduction to Client Care
1.1 Introduction
1.2 The business case for client care
1.3 SRA Code of Conduct
1.3.1 Conflicts of interest
1.3.2 Confidentiality
1.3.3 Equality and diversity
1.3.4 Relations with third parties
1.3.4.1 Not taking unfair advantage
1.3.4.2 Contacting other parties
1.3.4.3 Undertakings
1.3.5 Litigation and advocacy
1.4 Money laundering
1.5 Summary
Chapter 2: Client Care in Practice
2.1 Introduction
2.2 Professional conduct – the first interview
2.3 First interviews
2.3.1 Preparing for the interview
2.3.2 Gaining information in an interview
2.3.2.1 Preliminaries
2.3.2.2 Asking for information
2.3.3 Giving advice
2.3.4 Ending the interview
2.4 The client care letter
2.5 Follow-up meetings
2.5.1 Difficult interviews
2.6 Attendance notes and follow-up letters
2.7 Dealing with client complaints
2.7.1 Types of complaints
2.7.1.1 Inadequate service
2.7.1.2 Negligence
2.7.1.3 Misconduct
2.7.1.4 Criminal conduct
2.7.2 Complaints management policies
2.7.3 The complaints management process
2.7.4 Responding to the client
2.7.5 Further information
2.8 Summary
Chapter 3: Legal Writing
3.1 Introduction
3.2 What is good legal writing?
3.2.1 Grammar
3.2.1.1 Double negatives
3.2.1.2 Fewer/Less
3.2.1.3 Me, myself and I
3.2.2 Sentence construction
3.2.3 Spelling
3.2.4 Punctuation
3.2.4.1 Full stops
3.2.4.2 Commas
3.2.4.3 Colons and semicolons
3.2.4.4 Apostrophes
3.2.5 Clarity of expression and explanation
3.2.6 Jargon and technical terms
3.2.7 Concision
3.2.8 Audience and tone
3.2.9 Structure
3.3 Attendance notes and files
3.4 Self-assessment questions
3.5 Summary
Chapter 4: Negotiation
4.1 Introduction
4.2 Outline of a negotiation
4.2.1 The stages of negotiation
4.3 Principled and positional bargaining
4.4 Negotiation styles
4.4.1 Competitive strategy
4.4.2 Co-operative strategy
4.4.3 Collaborative strategy
4.5 Progression and avoiding problems
4.5.1 Taking a position
4.5.2 Taking a hard stance
4.5.3 Opponent is weak or ill-prepared
4.5.4 Deadlock
4.6 BATNA
4.7 Medium of negotiation
4.7.1 Settlement between clients
4.7.2 Negotiation through correspondence
4.7.3 Negotiation via telephone or in person
4.7.4 Meetings between counsel
4.7.5 Negotiation at court
4.7.5.1 Preparing to negotiate
4.7.5.2 Negotiation in context
4.7.5.3 Client objectives
4.7.5.4 Analysis of the issues
4.8 Summary
Application
Download: CILEx courses application form 2011-12.pdf
Or apply for this course online