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Essential Skills: Dealing with difficult people and improving client service

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Essential Skills: Dealing with difficult people and improving client service

Date & TimeTBC
Format Webcast, Workshop
Price

Member

$360.00

Non-Member

$480.00

CPD Units 3
  • Ethics & Professional Responsibility
  • Professional Skills
  • Practice Management & Business Skills
Venue LIV, Level 13, 140 William Street, Melbourne View Map

Enhance the value of your practice by developing a toolkit of knowledge and techniques to improve the client service experience, including effective strategies to help you deal with difficult people.

This session is designed to strengthen skills integral to the growth of your practice while obtaining CPD units in Professional Skills, Practice Management and Business Skills, and Ethics and Professional Responsibility.

Additional dates for Essential Skills: Dealing with difficult people and improving client service:


Further details below.

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Terms & Conditions

Program Overview

  • Dealing with difficult people and improving client service - Thursday 28 Feb
    • 10:30 AM Registration
    • 11:00 AM Opening and Welcome
    • 11:05 AM Dealing with Difficult People

      Whether it’s a client, an opposing lawyer or a colleague, you will likely encounter difficult people and personalities that you must interact with on a professional basis over the course of your career. In this session, our experienced presenter will outline proven strategies and techniques to help mitigate difficult personalities, as well as steps that you can take to ensure self-care.

      This session will cover:

      • Different types of difficult people
      • Ground rules for dealing with difficult clients
      • How to use the E.A.R. approach to calm your clients
      • Solution-oriented actions to improve difficult relationships
      • The importance of getting alternative perspectives
      • Avoiding difficult clients and extricating yourself

      Presenter: Angela Burr, Accredited Family Law Specialist, Director, Saunders Law

    • 12:05 PM Improving Client Service

      Positive customer service is vital for the ongoing growth and success of any lawyer’s practice. In this session you’ll learn tips and tricks that can add value to your client service, as well as how to manage client expectations.

      Topics include:

      • Why customer service matters
      • What is customer service
      • How to evaluate if your firm provides good customer service
      • How to improve customer service

      Presenter: Paddy Oliver, Founder & Managing Director, Lexcel  

    • 1:05 PM Afternoon Tea
    • 1:30 PM Ethics and Best Practice

      Ethical dilemmas often arise in legal practice and knowing how to deal with tricky situations is essential for all lawyers. Practitioners can expect an in-depth session focused on the ethical responsibilities of engaging in communications with the court, colleagues and clients.

      Presenter: Monika Paszkiewicz, Barrister

    • 2:30 PM Close

Further Details

  • Full Description

    Enhance the value of your practice by developing a toolkit of knowledge and techniques to improve the client service experience, including effective strategies to help you deal with difficult people.

    This session is designed to strengthen skills integral to the growth of your practice while obtaining CPD units in Professional Skills, Practice Management and Business Skills, and Ethics and Professional Responsibility.

    Main topics:

    • Strategies to deal with difficult people in different legal scenarios
    • Methods to improve client service
    • Ethics and best practice

     

  • Presenters

    Angela Burr, Accredited Family Law Specialist, Director, Saunders Law Angela Burr completed her articles in 2001 (as they were called then!) and was admitted to practice in 2002. She has been practicing exclusively in Family Law since then– over 15 years. In 2009, she was accredited by the LIV as a specialist in Family Law. Over the course of her career, she spent 7.5 years working at the large commercial practice of Macpherson + Kelley in Dandenong, 9.5 years at boutique Family Law firm Westminster Lawyers in Melbourne’s CBD, and recently started as Director at Saunders Family & Estate Lawyers. Angela has handled countless urgent and complex property matters, including those involving ex parte applications, injunctions, third parties and bankruptcy. She has appeared in Court in both defended and ex parte applications, and has instructed Counsel at Trial and in numerous contested applications.

    Paddy Oliver, Founder & Managing Director, Lexcel Paddy Oliver is a legal management consultant and solicitor with over 20 years’ experience advising the legal profession. Paddy is the founder and managing director of Lexcel Consulting. Paddy works with lawyers and law firms to solve their business challenges with particular focus on governance, strategy, risk, practice management, and anti-money laundering. He is a solicitor who read law at Trinity College, Dublin, gained a MBA from the University of Ulster, and is a Graduate of the Australian Institute of Company Directors. In private practice Paddy specialised in litigation focusing on defendant insurance, professional indemnity and commercial litigation. Paddy is a regular speaker at legal conferences and CPD events, and he contributes articles for legal journals. 

    Monika Paszkiewicz, Barrister Monika has a broad commercial law practice with a particular focus on employment law and industrial relations. Monika has been briefed by employers and employees to advise and appear before the Federal Court, the Federal Circuit Court and the Fair Work Commission in matters regarding adverse action, unfair dismissal, breach of contract and industrial action. She also regularly appears in a broad range of commercial matters in the Ste courts.

  • Learning Outcomes

    By attending this session, you will:

    • Effectively handle difficult people in a variety of legal situations with greater confidence
    • Add value to your practice by learning unique ways to improve client service
    • Obtain effective strategies to improve how you manage common ethical dilemmas facing practitioners