SERVICE & INTERACTION IN NORWEGIAN COURTS OF JUSTICE • CHECKLISTS TABLE OF CONTENTS PREFACE Preface 3 Norwegian courts of justice enjoy high esteem and credibility. This is Checklists for good practice 5 because we have skilled employees who maintain a high professional level and who are intent on doing a good job. The courts place great Checklists emphasis on performing efficient and high-quality work. Telephone calls 7 Letters 11 It is not possible for any court of justice to have only satisfied users. But E-mail 15 regardless of whether or not the case they are involved in turns out the Visits to the reception and the front office 19 way they had hoped, it is our objective for all users to feel properly and Meetings 23 correctly treated and for them to continue to trust and have confidence Court hearings 27 in our courts. Court-administered mediation 31 Site inspections 35 A significant factor in making this possible is for all employees to Service of judgments 37 understand the needs of the users and to be able to act accordingly. Processing of fees 41 For most staff it is a natural response to be positive, helpful and Ceremonies/marriagesPlanning meeting in criminal cases 43 service-minded. But what exactly are the big and little things we do in Media relations and interviews 47 our day-to-day work that do in fact create “that little extra”, that make that crucial difference? The things that make people feel they have Service & Interaction in practice 50 received good, impartial and just treatment? Service and Interaction principles 52 It is usually the sum total of the many big and little things that create the My notes 54 final, lasting impression. It is therefore important to be aware of what we should do and what we should not do. Some regard service and interaction as a matter of course. It is after all common courtesy to be friendly and to behave correctly towards others. But do we really know how our own conduct affects the people around us? And – how much do we maintain and develop what should be a given? Trondheim, 21th January 2014 Sven Marius Urke Kersti Fjørstad Director General Deputy Director General Norwegian Courts Administration Department of Service Development 2 3 TABLE OF CONTENTS PREFACE Preface 3 Norwegian courts of justice enjoy high esteem and credibility. This is Checklists for good practice 5 because we have skilled employees who maintain a high professional level and who are intent on doing a good job. The courts place great Checklists emphasis on performing efficient and high-quality work. Telephone calls 7 Letters 11 It is not possible for any court of justice to have only satisfied users. But E-mail 15 regardless of whether or not the case they are involved in turns out the Visits to the reception and the front office 19 way they had hoped, it is our objective for all users to feel properly and Meetings 23 correctly treated and for them to continue to trust and have confidence Court hearings 27 in our courts. Court-administered mediation 31 Site inspections 35 A significant factor in making this possible is for all employees to Service of judgments 37 understand the needs of the users and to be able to act accordingly. Processing of fees 41 For most staff it is a natural response to be positive, helpful and Ceremonies/marriages 43 service-minded. But what exactly are the big and little things we do in Media relations and interviews 47 our day-to-day work that do in fact create “that little extra”, that make that crucial difference? The things that make people feel they have Service & Interaction in practice 50 received good, impartial and just treatment? Service and Interaction principles 52 It is usually the sum total of the many big and little things that create the My notes 54 final, lasting impression. It is therefore important to be aware of what we should do and what we should not do. Some regard service and interaction as a matter of course. It is after all common courtesy to be friendly and to behave correctly towards others. But do we really know how our own conduct affects the people around us? And – how much do we maintain and develop what should be a given? Trondheim, 21th January 2014 Sven Marius Urke Kersti Fjørstad Director General Deputy Director General Norwegian Courts Administration Department of Service Development 2 3 CHECKLISTS FOR GOOD PRACTICE SERVICE & INTERACTION These checklists are based on good practice and experience gained by Norwegian courts of justice and have been compiled by the courts themselves as a result of participation in the seminar programme entitled “Service & Interaction in the Courts of Justice”. For the check- lists to function as intended, it is important that all new experience be made available to the community of which the courts are a part. In order to utilise the checklists it may be appropriate to establish common principles for service and interaction in one’s own court. In tandem with these common principles, using these checklists may form a sound basis for good internal relations and attending well to the interests of the participants and users of the court. You will find more about service and interaction principles towards the end of this document. WHAT IS A CHECKLIST? A checklist is a description of good practice. It can help you develop your own conduct and understanding of how the big and little things you do affect others. Checklists have been drawn up for the following points of contact: • Telephone calls • Letters • E-mail • Visits to the reception and the front office • Meetings • Court hearings • Court-administered mediation • Site inspections • Service of judgments • Processing of fees • Ceremonies/weddings • Media relations and interviews USE OF CHECKLISTS Checklists can be used as a support tool in the day-to-day tasks of a court. Here are some examples of how to use checklists: • Use them prior to demanding situations – “What was it I needed to remember again?” • Use them along the way – “How am I doing?” • Use them after the event – “Why was this not a success? / Why did this go so well?” • As part of the court’s governing documentation • As a topic in the court’s management meetings • As a topic in performance assessment interviews • As points of reference for new recruitments • As a basis for group discussions • Review of the checklists in the court’s regular meetings, morning meetings and similar 4 5 CHECKLISTS FOR GOOD PRACTICE SERVICE & INTERACTION These checklists are based on good practice and experience gained by Norwegian courts of justice and have been compiled by the courts themselves as a result of participation in the seminar programme entitled “Service & Interaction in the Courts of Justice”. For the check- lists to function as intended, it is important that all new experience be made available to the community of which the courts are a part. In order to utilise the checklists it may be appropriate to establish common principles for service and interaction in one’s own court. In tandem with these common principles, using these checklists may form a sound basis for good internal relations and attending well to the interests of the participants and users of the court. You will find more about service and interaction principles towards the end of this document. WHAT IS A CHECKLIST? A checklist is a description of good practice. It can help you develop your own conduct and understanding of how the big and little things you do affect others. Checklists have been drawn up for the following points of contact: • Telephone calls • Letters • E-mail • Visits to the reception and the front office • Meetings • Court hearings • Court-administered mediation • Site inspections • Service of judgments • Processing of fees • Ceremonies/weddings • Media relations and interviews USE OF CHECKLISTS Checklists can be used as a support tool in the day-to-day tasks of a court. Here are some examples of how to use checklists: • Use them prior to demanding situations – “What was it I needed to remember again?” • Use them along the way – “How am I doing?” • Use them after the event – “Why was this not a success? / Why did this go so well?” • As part of the court’s governing documentation • As a topic in the court’s management meetings • As a topic in performance assessment interviews • As points of reference for new recruitments • As a basis for group discussions • Review of the checklists in the court’s regular meetings, morning meetings and similar 4 5 Telephone CALLS A SMILE CAN BE HEARD THROUGH THE PHONE. Irene Holmen Joachimsen, Consultant Hålogaland Court of Appeal For many, the first meeting with the court may be a telephone call, and so it will form the basis for that individual’s first impression of the court. It is important that the person answering the telephone/ switchboard is well informed and has a good overview of what is happening at the court and who is present. Good internal routines are essential for us to provide good service to external callers. When the telephone is answered in a friendly and helpful manner, it forms a good starting point for giving good service. “A smile can be heard through the phone”. 6 7 Telephone CALLS A SMILE CAN BE HEARD THROUGH THE PHONE. Irene Holmen Joachimsen, Consultant Hålogaland Court of Appeal For many, the first meeting with the court may be a telephone call, and so it will form the basis for that individual’s first impression of the court.