Chapter 2: Key skills

• 1. Interviewing
• 2. Negotiating
• CASHflow
• 3. Letter writing
• Format of a letter
• Use simple language
• Assume nothing
• Holding letters
• Use a framework
• 4. Representing clients in court
• What happens in court
• Open court
• Useful techniques
• Plan well
• Be brief
• Summarise
• Prepare clear documents
• Tell the story
• Quote precedents and powers
• Admit ignorance
• Use court staff
• Address the judge or magistrate
• Look smart, be polite, speak clearly
• Know your own limits
• 5. Changing policy
• Financial Conduct Authority
• Ofgem, Ofcom and Ofwat
• Trade associations
• Local councillors and MPs
• Ombudsmen
• Parliamentary and Health Service Ombudsman
• Local Government and Social Care Ombudsman/Public Services Ombudsman for Wales
• The Adjudicator’s Office
• Financial Ombudsman Service
• Energy Ombudsman
• Legal Ombudsman
• Monitoring local courts
• Local liaison groups
• Using the media
• 6. Challenging poor debt collection
• Dealing with harassment
• The Consumer Credit Sourcebook
• Codes of practice
• 7. Budgeting advice
• The financial statement
• Luxury items
• The client’s non-dependants
• Financial inclusion: MoneyHelper
• Credit unions