Legal Research

"Effectively Dealing with Difficult Client Situations"

Posted by Allison Shields: "Let's face it - sometimes it's difficult dealing with clients, particularly when you have to tell them something you know they don't want to hear, or when a client has a complaint.

Often, conflicts arise because clients feel you don't understand their point of view. It's easy to forget that clients - even business clients - have an emotional investment in their legal matter. To you, it may be just another case. But to the client, it's their life, their livelihood, or their business.

When those difficult or uncomfortable client conversations arise, how can you handle them?

Mirror the client's thoughts...

Focus on the client...

Acknowledge the client's feelings...

Let clients know that they're not alone...

Work toward a resolution based on where you are now...

Focus on the positive...

Don't retreat or get defensive...

Lay the groundwork for bad news...

Know your boundaries and set limits...

Get help..."

The full text of this post is available at the source site listed below

Source: Legal Ease Blog, 23 April 2009

Full post as published by Stark County Law Library Blawg on April 24, 2009 (boomark / email).