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    Client Counselling

    Uploaded by

    joanne wong
    The document summarizes a consultation meeting between representatives from W&M Partners and a client, Jane Smith. The representatives explain confidentiality policies and ask permission to take notes. Jane explains an issue with ruined paintings where she believes Alex is responsible but Alex claims otherwise. The representatives ask clarifying questions to understand both sides of the issue. They advise that they may be able to help Jane get compensation and offer to discuss the issue further or recommend she speak to Alex directly first.

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    Download as DOCX, PDF, TXT or read online from Scribd

    Client Counselling

    Uploaded by

    joanne wong
    16 views2 pages
    The document summarizes a consultation meeting between representatives from W&M Partners and a client, Jane Smith. The representatives explain confidentiality policies and ask permission to take notes. Jane explains an issue with ruined paintings where she believes Alex is responsible but Alex claims otherwise. The representatives ask clarifying questions to understand both sides of the issue. They advise that they may be able to help Jane get compensation and offer to discuss the issue further or recommend she speak to Alex directly first.

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    The document summarizes a consultation meeting between representatives from W&M Partners and a client, Jane Smith. The representatives explain confidentiality policies and ask permission to take notes. Jane explains an issue with ruined paintings where she believes Alex is responsible but Alex claims otherwise. The representatives ask clarifying questions to understand both sides of the issue. They advise that they may be able to help Jane get compensation and offer to discuss the issue further or recommend she speak to Alex directly first.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    16 views2 pages

    Client Counselling

    Uploaded by

    joanne wong
    The document summarizes a consultation meeting between representatives from W&M Partners and a client, Jane Smith. The representatives explain confidentiality policies and ask permission to take notes. Jane explains an issue with ruined paintings where she believes Alex is responsible but Alex claims otherwise. The representatives ask clarifying questions to understand both sides of the issue. They advise that they may be able to help Jane get compensation and offer to discuss the issue further or recommend she speak to Alex directly first.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Introduction

    - Shake hand (Please have a seat)


    - Good evening, my name is Audrey, and this is my partner, Joanne. We are from W&M
    Partners. This is our name card. How would you like to be addressed? Hi Jane Smith, ………..
    (Audrey)

    - Good evening miss jane smith. Before we start, we would like to let you know you can speak
    comfortably and as open as you can as whatever you said here is confidential and only
    between us, which means that your visit here and whatever you say will not be made known
    or discussed outside this office without your permission, the rule of confidentiality applies to
    everyone who works here. (MinMin)

    - before we start, we would like your permission to take down notes for our further
    understanding, is it okay? When you have told us everything you want to, we will probably
    have to ask you some questions to make sure that I have all the relevant facts. We should
    then be in a position to discuss what might be done to assist you. I think we should start by
    letting you tell me how I could help you or about the issue at hand. Please feel that you can
    talk freely. (Audrey)

    - Ask questions:

    - Do you have any proof that Alex is a professional in this field? (Min Min)
    - When did the incident happen? (Audrey)

    - Has Alex properly communicated to you that ruined paintings are not his responsibility?
    (Min Min)

    - Has Jane signed (acknowledged) the invoice? (Audrey)

    - Did you personally witness the incident happened? Did you hold any evidence to support
    your accusations (photographs, videos)
    (Min Min)

    - What way did Alex use to return the painting? (Audrey)

    - Summary:

    Okay thank you, do you have anything more that you want to add up>

    So I would like to clarify with you again………………………………………. (Min Min)

    - Advice:

    And our advice for you is we could probably get you back the compensation

    We would like to give you time to think would you like to discuss with Alex first or continue to
    require our services. (Audrey)
    - For your information, this is a fast consultation so we do not charge you now, but if you
    decided to continue with us next time, we will charge RM300 by the hour. (Min Min)
    - You can make appointments by the contact on our name card. Thank you for seeing us.
    Thank you for coming today.

    If a client says expensive:

    - This is where our value is. You reached out to us because you need help with your situation.
    We will also try our best to make the outcome worth it.

    Cheap

    - I will take that as a compliment as our aim is to help everyone to resolve their legal problem
    at an affordable price. Of course, we will try our best to make the outcome worth it.

    If the client cries/ angry:

    - Miss, I understand your situation. Please calm down. (Give tissue) Do you need to leave this
    room for a minute? Are you able to continue now?

    If the client lies:

    Emm, “There are things here which don’t quite add up. Perhaps we could go through the facts again
    since it is really important for me to know everything and that will put us in the best possible
    position to advise you about your situation “

    Are you sure there is nothing else because it looks strange. I know that is difficult for you

    Clarification

    I’m not very clear on _________, Can you tell me a little more about it? What happened when ………..

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