案件接待经验小结

一． 案件代理同普通代办的区别。

代理案件同普通代办事情不同，代理要有正规的授权书、证明文书等，而代办事情只是帮忙，不会涉及正规文件。因此我们接待案件的时候注意两者区分。

代理案件需要有两个条件：一个是案件可诉（即可通过法律程序维护自己的权益），一个是有具体的证据支持（文书材料尽量为原件，复印件的证明效力一般低于原件，除非复印件能构成证据链）。

二．信访案件的总原则——慎接。

有的当事人遇到问题要信访，是抱着试一试的态度，需求不到帮助会去别处求助。我们要做的就是为当事人分析清楚法律关系，陈述各种选择的利害，提供一些建议，让当事人自己做出决定。

有的信访案子很复杂，可能是一开始小的矛盾日积月累导致的，这种情况下，当事人都很难理清楚案子本身的来龙去脉，更何况我们呢！

综上所述，信访案件之所以要慎接，有两点原因，第一是我们法援本身的条件限制，我们的人力、物力、精力都有限，难以胜任旷日之久的信访案件；第二是信访案件本身的特点，信访案件信息量大、关系往往复杂，涉及到的主体可能是多个，况且信访案件常常是司法程序解决不了的，所以本身就很有难度。

因此，当遇到信访类案件的时候，我们千万要谨慎，尽可能了解事实，越详细越好，千万不可随意答应当事人的请求，尤其是代写文书之类的，因为这不仅关系到当事人的切身利益，更关系到我们法援的名誉！

三． 以咨询的涉军信访案为例

当事人黄某于19xx年与某部队签订合同租用部队土地养猪种菜，至20xx年合同未续签但仍缴纳租金。20xx年时任解放军某旅长的邱某得知政府征地修路，遂强占土地数亩并用推土、填沟等方法破坏养猪场以驱逐黄某夫妇。20xx年3月24日军区、黄某、施工单位达成补偿协议，军区方共获得补偿4000万元，其中依照协议有黄某的征用土地上房屋补偿费用。黄某向军区讨要补偿费用未果。随后军区向施工单位开具证明，称黄某夫妻强占土地并违章乱建，请施工方予以拆除房屋征用土地。5月6日，黄某与施工单位商讨补偿费用，初步定于230万元后，黄某欲增加20万元，未被同意，商讨没有结果。数日后，施工单位纠集若干人用30辆车运走296头猪，并随后拆毁房屋、抢走猪饲料数吨。事后，黄某等人开两辆车找施工单位要求赔偿，被打伤住院，车辆被砸毁。后又经交涉，施工方赔偿125万元。黄某曾请求司法机关处理其与军区方的纠纷未果，遂欲进京上访解决纠纷，追要4000万元中的400万元作为其拆迁补偿与生活补助。

1. 黄某持有军区开具给施工方的证明复印件、三方达成的补偿协议书等书

面证据。首先，弄清楚案件事实情况。当事人陈述冗长，可以在会见时列一个时间表，在其陈述期间要求其拿出支持其陈述的证据材料；

2. 一定要问清当时人有什么请求需要，此案当事人需要我们写一份到京城上访的书面陈述材料（在此弄清案件性质，对方涉及军队和批示同意拆迁的政府，而且涉及多家租户，上访很可能变为群体性事件）；

3. 基本了解整个案件，对本案进行梳理。本案的事实基本点就是：a.旅长品行与合同是否有效，当事人是否可以得到拆迁补偿毫不相干（当事人自己根本就分不清，在此时，更需要我们自己始终保持理性冷静）；b,租户和部队之前的租赁协议是否继续生效？；c,租户与施工方的协议情况（既然当事人坚持称军队与施工方的协议中包含租户房屋拆迁费，为何施工方还要与租户签订协议？当事人是否存在问题？）

4. 在这些仔细的分析下不难发现，租户这方可能没有说清楚案件情况，甚至有一些相互矛盾的地方，还有一些刻意隐瞒之处。该案子法院没有管也说明了一定问题。因此，我们对待这个案子需要慎之又慎，是直接婉拒还是要求进一步了解案件事实，给出一点意见就在于我们自己的选择了。

四．接待的一些其他技巧

通过制作时间表，按顺序清晰记录哪个时间段大致发生了什么，在哪里还有事实不清楚的地方，重点提问，以便让当事人解释或拿出书面证据材料证实。一定要弄清当事人的真正诉求，否则一切努力都是白费功夫。一般，决定是否代理都需要会见当事人2~3次，当事人第一次来一般也只是试探，因此，千万不可操之过急。

在弄清楚案件不可接受之后，一般可以采取两种做法：1、婉言拒绝当事人，比如说能力有限；2、为当事人分析梳理案件事实，为当事人建议另一条路。

五．在向他人介绍案情事实的时候，首先说明案由。力求做到简洁明了，用更短的时间说清楚案件，并能提出自己的策略。

 

第二篇：接待国外客户常用英语小结

接待国外客户常用英语小结

社交招待

1. Would like a glass of water? / can I get you a cup of Chinese red tea?

/ How about a Coke?

2. All right, let me make some. I’ll be right back.

3. A cup of coffee would be great. Thanks.

4. There are many places where we can eat. How about Cantonese food?

5. I would like to invite you for lunch today.

6. Oh, I can’t let you pay. It is my treat, you are my guest.

7. May I propose that we break for coffee now?

8. Excuse me. I’ll be right back

9. Excuse me a moment.

告别

1. Wish you a very pleasant journey home? Have a good journey!

2. Thank you very much for everything you have done us during your stay in China.

3. It is a pity you are leaving so soon.

4. I’m looking forward to seeing you again.

5. I’ll see you to the airport tomorrow morning.

6. Don’t forget to look me up if you are ever in FUZHOU. Have a nice journey! 约会

1. May I make an appointment? I‘d like to arrange a meeting to discuss our new order.

2. Let’s fix the time and the place of our meeting.

3. Can we make it a little later?

4. Do you think you could make it Monday afternoon? That would suit me better.

5. Would you please tell me when you are free?

6. I’m afraid I have to cancel my appointment.

7. It looks as if I won’t be able to keep the appointment we made.

8. Will you change our appoint tomorrow at 10:00 to the day after tomorrow at the came time?

9. Anytime except Monday would be all right.

10. OK, I will be here, then.

11. We’ll leave some evenings free, that is, if it is all right with you. 品质

1. We have a very strict quality controlling system, which promises that goods we produced are always of the best quality.

2. You have got the quality there as well as the style.

3. How do you feel like the quality of our products?

4. The high quality of the products will secure their leading status in the market place.

5. You must be aware that our quality is far superior to others.

6. We pride ourselves on quality. That is our best selling point.

7. As long as the quality is good. It is all right if the price is a bit higher.

8. They enjoy good reputation in the world.

9. When we compare prices, we must first take into account the quality of the products.

10. There is no quality problem. Quality is something we never neglect.

11. You are right. It is good in material, fashionable in design, and superb in workmanship.

12. We deliver all our orders within one month after receipt of the covering letters of credit.

13. Do you have specific request for packing? Here are the samples of packing available now, you may have a look.

14. I wonder if you have found that our specifications meet your requirements. I’m sure the prices we submitted are competitive. Sample Text

问好

1. Good morning/afternoon/evening. /May I help you? /Anything I can do for you?

2. How do you do? /How are you? / Nice to meet you.

3. It’s a great honor to meet you./I have been looking forward to meeting you.

4. Welcome to China.

5. We really wish you’d have a pleasant stay here.

6. I hope you’ll have a pleasant stay here. Is this your fist visit to China?

7. Do you have much trouble with jet lag?

机场接客

1. Excuse me; are you Mr. Wilson from the International Trading Corporation?

2. How do I address you?

3. May name is Benjamin liu. I’m from the Fuzhou E-fashion Electronic Company. I’m here to meet you.

4. We have a car an over there to take you to you hotel. Did you have a nice trip?

5. Mr. David smith asked me to come here in his place to pick you up.

6. Do you need to get back your baggage?

7. Is there anything you would like to do before we go to the hotel?

相互介绍

1. Let me introduce my self. My name is Benjamin Liu, an Int’l salesman in the Marketing Department.

2. Hello, I am Benjamin Liu, an Int’l salesman of FUZHOU E-FASHION ELECTRONIC COMPANY. Nice to meet you. /pleased to meet you. / It is a pleasure to meet you.

3. I would like to introduce Mark Sheller, the Marketing department manager of our company.

4. Let me introduce you to Mr. Li, general manager of our company.

5. Mr. Smith, this is our General manage, Mr. Zhen, this is our Marketing Director, Mr.Lin. And this is our RD Department Manager, Mr. Wang.

6. If I’m not mistaken, you must be Miss Chen from France.

7. Do you remember me? Benjamin Liu from Marketing Department of PVC. We met several years ago.

8. Is there anyone who has not been introduced yet?

9. It is my pleasure to talk with you.

10. Here is my business card. / May I give you my business card?

11. May I have your business card? / Could you give me your business card?

12. I am sorry. I can’t recall your name. / Could you tell me how to pronounce your name again?

13. I’ am sorry. I have forgotten how to pronounce your name.

小聊

1. Is this your first time to China?

2. Do you travel to China on business often?

3. What kind of Chinese food do you like?

4. What is the most interesting thing you have seen in China?

5. What is surprising to your about China?

6. The weather is really nice.

7. What do you like to do in your spare time?

8. What line of business are you in?

9. What do you think about…? /What is your opinion?/What is your point of view?

10. No wonder you’re so experienced.

11. It was nice to talking with you. / I enjoyed talking with you.

12. Good. That’s just what we want to hear.

确认话意

1. Could you say that again, please?

2. Could you repeat that, please?

3. Could you write that down?

4. Could you speak a little more slowly, please?

5. You mean…is that right?

6. Do you mean..?

7. Excuse me for interrupting you.

给国外客户打电话

1.我想和Auttapol先生通话.

I would like to speak to Mr.Auttapol.

2.我就是.

Yes,this is he speaking.

3.他不在.

He is not in.

4.稍等片刻.

Wait a minute.

5.找你的电话.

A call for you.

6.这儿没有人叫这个名字.

There is nobody here by that name.

7.对不起,我大概拨错号了.

Sorry, I must have dailed the wrong number.

8.电话占线.

The line is busy.

9.Attapol打来的电话,她找你.

Auttapol is on the line. She wants to talk to you.

10.我会给你打电话.

I will give you a ring.

11.没有人接电话.

Nobody answers the phone.

12.你知道我什么时候能找到他?

Do you know what time I can reach him?

13.你愿意留个口信吗?

Would you like to leave a message?

14.要不要我转达口信?

May I take a message for you?

15.如果你愿意留下姓名和电话号码,我会让陈先生尽快给你回电话.

If you leave your name and telephone number,I will have Mr.Chen call you back as soo as he is available.

16.能不能请你告诉我你的办公和住宅电话号码?

Could you please give me your office number and home number?

17.别挂电话,我拿一支铅笔.

Hold on a minute while I get a pencil.

18.你可以每隔几天给我通一个电话,以便我们保持联系.

You can telephone me every few days, and in that way we can keep in touch with each other.

19.我一个上午都在给医生打电话,但没有接通过.

I have been telephoning all morning, but I haven't been able to speak to the doctor.

20.我们的电话打了一半突然断了.

In the middle of our telephone conversation, we were suddenly cut off.

1. 在看到来电显示如+19...等的电话时，第一时间准备好纸笔，方便记录.(这个是避免手忙脚乱)。

2.接听后，礼貌的问候"HELLO"，然后通常他会首先说他要找谁，你听到你的名字就说"This is xxx speaking."(礼节性问候，表示出亲切友好，并确认他没找错人)。

3.接下来他会连续性的讲他要讲的话，这个时候很可能你没有思想准备或者尚未进入状态.那么你最好将他引导按照你的提问方式来回答，而不是叙述.你可以等他讲完一句时马上插进去说:"Excuse me, who is that speaking?"他会回答你名字，你记下来，然后问他"Where are you from，please?"知道他是哪国人.然后问他"What is the matter with you?"然后他会说关于哪方面的，通常打电话过来的都是最近和你电邮联系过的，极少是新客人.如果名字和国家你能想起或者马上在邮箱查找出是和你联系过的，你就能马上知道他会讲哪方面问题啦，如果想不起来，那就听他讲一下是关于哪个问题的，如果你听到了，但是不太明白讲的什么，你重复他的话给他听，那他会对你说的表示出"Yes"或"No"然后你再继续提问.(为找到这个人联系的相关邮件来了解他可能要讲的内容，以及引导他按照你的思路谈下去)。

4.在你判断出你是否能够了解他说的，如果可以继续，如果不可以你就说"我了解您讲的，但是请你再发一封邮件确认一下"I understand what you said, but could you send an email to me to confirm, please?"然后问他是否知道邮箱地址，不知道你就告诉他，请他发过来.(这个其实也是不懂装一下懂，如果你听不懂不要不停的说 No, I don't know.或否定的词，你就听，然后要求他发邮件.目的当然是邮件能够看得更清楚他要表达的，也是避免客人流失)。

5.如果通过国名人名没找到相关邮件，问一句他是否先前有发过邮件给你"Have you sent the email to me before?"然后注意听"YES"还是"NO"(这个是方便查找，即使当时没找到，现在找到他的邮件也不迟，回复时不要忘记加上一句"Thanks for your calling.")。

6.最后要说上一句Glad to speak with you. Good-bye!(最后是礼节性的了)。

讲话中，要注意的问题：

1.你不要自己心里有包袱，认为自己英语不好，从而没办法认真听对方讲的.(反正英语是不好，你就当是听不懂，能听一个是一个，就算全听不懂没人知道这通电话对吧)。

2.你的语速很重要，你最好一个词一个词吐出来，一是方便对方听二是他会有意识的将语速放慢。

3.以上的用词都很简单，但是自己大脑要有一定的条理。

向国外客户打电话的最佳时间 这是我自己整理的一个时间表，主要排序依据是当地的作息时间， 一般我选的是客户当地时间上午9：30--11:30左右，这个时候应该是最佳时间。

8:00 美国的西部地区，如洛杉矶、西雅图、旧金山。 以及加拿大的温哥华 (这个时间是当地快下班的时间，只能打电话，发邮件效果不佳,和下午发没差别) 9:00 及以后2小时 日本，韩国

10:00 及以后2小时 东南亚部分地区(马来西亚、印尼、越南、泰国、柬埔寨) 12:00 及以后2小时 印度、尼泊尔、孟加拉

13:00 及以后2小时 巴基斯坦

14:00 及以后2小时 阿联酋

14:30 及以后2小时 伊朗、科威特

15:00 及以后2小时 沙特阿拉伯、俄罗斯莫斯科附近地区

16:00 及以后2小时 以色列、土耳其、乌克兰、罗马尼亚、希腊、芬兰、南非、保加利亚

17:00 及以后2小时 匈牙利、奥地利、瑞典、克罗地亚、捷克、德国、瑞士、荷兰、比利时、阿尔及利亚、尼日利亚、法国、西班牙

18:00 及以后2小时 英国、爱尔兰、摩洛哥、葡萄牙、冰岛

21:00 及以后2小时 巴西、乌拉圭、阿根廷等南美地区以及加拿大东部圣约翰斯地区、

22:00 及以后2小时 巴拉圭、智利、委内瑞拉、多米尼加、玻利维亚、波多黎各等南美国家

23:00 及以后2小时 哥伦比亚、牙买加、秘鲁、古巴、加拿大的渥太华地区附近以及美国最东部地区，如波士顿、纽约。

0:00 及以后2小时 尼加拉瓜、危地马拉、美国中部区、墨西哥、加拿大的温尼伯地区

跟国外客户打电话技巧

2009-02-12 17:29

用电话同外商交谈时，由于只能听到对方的声音而看不到对方的表情或姿态。因此，要想结束同他们的电话交谈，事先记住一些惯用的表达辞句，就显得极为重要的。大致分为以下几种情况：

1、如果打电话的人非常熟悉，可以说一句来结束通话。

Is there anything else I can do for you?

( 还 有 什 么 我 可 以 帮 忙 的 吗 ？

2、如果你认识对方家人不太熟悉的话，不妨加上这样的问候：

Say hello to your folks. ( 请 代 向 你 家 人 问 安 。 ) 这样会增进彼此的情谊。

3、如果你答应给别人传话，可以说：

Then I’ll make sure he gets your message.

( 我 一 定 会 转 达 您 的 话 。 );

4、如果接待的是你的客户，也可以使用一些惯用的客套话，比如：

Thank you for calling

( 谢 谢 您 打 电 话 来 。 )

Nice talking to you.

4 ( 很 高 兴 与 你 通 话 。 )

Hope to see you again soon.

( 希 望 近 日 还 能 见 面 。 )

5、如果你是打电话的一方，可以这样结束通话：

That’s all I have to say for now.

( 这 就 是 我 现 在 所 要 讲 的 。 )

Thank you for your trouble.

( 谢 谢 ， 麻 烦 您 了 。)

Well-I’ll call you again later

( 我 会 再 打 电 话 给 您 。 )

掌握了以上这些结束通话的方法，你就可以从从容容地结束通话了。