MODULE 4

"HANDLING VISITORS IN A LAW OFFICE"

Objectives
At the end of this module, the students should be able to:
1. Compare and contrast the role of a receptionist between the large and small law
office.
2. Discuss the etiquette when making introduction.
3. Demonstrate proper use of introduction when handling visitors.
4. Explain the technique in calendaring legal appointments and court hearings.
5. Describe the strategies in using the office calendar to record and remember
important dates and appointments.
6. Integrate practice of values necessary to attain harmonious relationships in the
workplace, such as:
* Politeness
* Communication Expressiveness
* Self-confidence
* Sense of Responsibility
* Respect
* Mental Alertness
* Pleasantness
"HANDLING VISITORS IN A LAW OFFICE"
* In a large office, there is usually an official receptionist who sits at a desk in a
central reception room and greets visitors.
* However, in a small office, the legal office assistant will handle receptionist duties
in addition to her other office responsibilities.
"YOUR ROLE OF A RECEPTIONIST IN A LARGE LAW OFFICE"
* If an office is large enough to warrant a full-time receptionist, you will be assigned
variety of duties.

* The role of a receptionist should not be understimated by the lawyers or other

members of the legal office staff.
* It takes special talents to be a home receptionist.
- One needs a relaxed, friendly manner, poise, and a pleasant voice.
- Politeness and a cheerful disposition in handling visitors are very important.
- You must stay calm under stress so that each person with whom you deal with
is updated graciously and courteously.
- You must watch carefully the words you use and the manner in which you
respond to people.
* Your task as a receptionist requires a lot of patience and poise.
- Poise is your ability to remain book and calm even when faced with a difficult
situation, such as:
You may not have been informed that the lawyers

are not available for calls or visitors.

You may not be told where attorneys may be reached, but should never
show this irritation to a caller.
* The receptionist, as well as the legal assistant, should encourage each lawyer to
let you know where the lawyer-boss will be at all times, such as:
- When and the time the lawyer expects to return in the office.
- Whether or not he may be reached by telephone in case of emergency.
* If you are asked to assume receptionist duties, you must recognize the important
role you will play in the public relations of the law firm.
- You must learn to exercise tact and understanding of the situation that the
clients are in by considering that most of them have legal problems.
- Be sure to transmit to callers a sense of confidence that their problems are
important and will be given consideration and attention by your lawyer-boss.
- When a client must wait to see the lawyer for some time, the receptionist
should make a special effort to convince the visitor that he or she has not been
overlooked.

- An understanding bye reassuring attitude can do much to help clients accept

delay:
You must say: "Thank you for waiting, Mrs. Go. Your case will be taken cared
of by Atty. Marquez in just a little while."
"YOUR ROLE AS A RECEPTIONIST IN A SMALL LAW FIRM"
* If you became a legal office assistant for a small law firm, you will probably
perform also the receptionist duties.
* However, whether you work for a large firm or a small one, you will serve as
receptionist for your own lawyer-boss.
* You should learn to remember names and some important information about
frequent callers so that you can speak with them easily and informally as you greet
them and escort them to the lawyer's office.
* If a caller comes to your desk or if you are notified that a caller is in the waiting
room, find out if the visitor has an appointment and determine how soon the lawyer
will be to see the visitor.
* Offer

the visitor some reading materials to do some reading while waiting, them resume
your regular responsibilities while the visitor waits.

"PROPER USE OF INTRODUCTION WHEN HANDLING VISITORS"

1. If you are called to the reception room to greet a visitor, the receptionist may
introduce you to the visitor. Acknowledge the introduction by saying "How do you
do, Mrs. Perez" or you may say, "Welcome to the Go's Law Office" If you know her,
you may say, "Good Afternoon, Mrs. Perez. Please come with me now."
2. When the receptionist indicates that a visitor is a new client, you introduce
yourself by saying, Good Afternoon, Mrs. Valle. I am Atty. Favila's legal assistant. I
am Jaymie.
3. If your boss is all ready to see the visitor you may say: "Atty. Favila can see you
now. Will you come with me, please."
4. As you escort her the office, you may make a general comment, mention the
weather, ask how she is all right. This "small talk" may indicate a friendly attitude
and interest in the client as an individual.

5. If the lawyer knows the client, simply open the door awn announce, "Atty. Favila,
Mrs. Perez is here now." Step back, allow her to enter, and close the door.
6. If the lawyer has not previously met the client:
* You should introduce them by mentioning the name of the client first, If she is a
woman.
* Be the one to enter the office first by preceding the client into the office, step
aside, and make a very simple introduction, Mrs. Perez, I want you to meet Atty.
Favila.
7. If you are introducing a make client, you might say, Atty. Fabila, may I present Mr.
Walter who made an appointment with you and wishes to discuss a real estate
matter.
8. Then you should leave quietly, closing the door quietly behind you.
"KNOW THE ETIQUETTE OF INTRODUCTIONS"
The etiquette of introductions is governed by a set of rules.
1. Men were always presented to women.
2. Younger men to older men.
3. Less important people to more important people. This is done by naming the
older or more important first or the woman's name first.
* There rules are still basically sound today, and you should be aware of them.
* But the rules of

etiquette is just a guide. What is more important is you are courteous and gracious,
and you will not in wrong when making introductions.
* By doing this, you will be making the visitor feel important and create a good
image for your company.

"THE LAWYER'S CALENDAR OF APPOINTMENTS AND COURT HEARINGS"

* The lawyer keeps a calendar in his law office into which he or she enters all
appointments, the time and place of court appearances, deadlines, and other
important dates.
* He or she usually keeps this Logbook on Visitors on his desk.

* The legal office assistant should also keep a record of the important deadlines and
commitments.
"TECHNIQUES IN CALENDARING LEGAL APPOINTMENTS"
* Some legal office assistants keep a duplicate calendar. Everything written in the
lawyer's calendar is also in his or hers and vice versa (except for the personal
appointments).
* Other legal office assistants check their lawyer's calendar. The secretary's
calendar contains only her commitments.
* Whatever system you device, it must work!
"BOSSES OFTEN NEED TRAINING ALSO IN COORDINATING WITH THE LEGAL
ASSISTANTS IN HANDLING APPOINTMENTS"
* Some lawyers have a common practice of making commitments or appointments
when outside of the office without telling their legal office assistants.
* Then legal office assistant or legal secretary may inadvertently place them in the
awkward position of having two appointments at the same time.
* Work out some system of coordination with the lawyer, and see that both of
follows it to avoid setting of conflicting schedule of appointments. This is important
in developing good client relations.
"IMPORTANCE OF UPDATING AND SYNCHRONIZING THE APPOINTMENT CALENDAR"
* No what system is used, the legal office assistant must make certain that any
appointments made for the lawyer are entered in his or her diary or calendar.
* The legal office assistant can regularly pick up the lawyer's diary toward the end
of the day (or at some other convenient time) and make entries in it he one has
made appointments for the lawyer, one has to note this in his or her calendar.
* It is possible that you can train your lawyer to take a few minutes once or twice a
day so that you can coordinate your calendar of appointments

with the lawyer's copy.

* The legal office assistant can tell the lawyer or remind him of appointments and
commitments he has made, and should tell or remind him or her of appointments
you have made of him or her.
* This procedure is called 'reconciliation of entries' in the calendar of appointments
and other schedule. By doing this, conflicting schedules will be avoided.

"THE USE OF OFFICE CALENDAR TO RECORD IMPORTANT DATES"

* In large offices, particularly ones that handle a great deal of litigation, it is
essential that the appointment records of the lawyer and the assistant should be
coordinated.
* In addition, all dates, deadlines, meetings, court appearances, and the like must
be entered in a central office calendar.
* The office calendar is usually kept by an office manager or a managing lawyer. All
court papers must pass through that person and those coming into the firm to be
able to meet commitments or appointments as scheduled.