1 INTERVIEWING CLIENTS How to treat the people who may be your paycheck

2 Five Cs of Client Relations (Remember these?) Competence Commitment Communication Conflict of Interest Confidentiality

3 What Clients Like & Don’t Like Friendly, willing to help Prompt, businesslike Courteous Keeping client informed, asking for input Commanding Trust and Cooperation Inattentive, impersonal Indifferent Rude, superior, condescending attitude Making assumptions Ignoring client’s needs

4 Dealing with the Client Ask questions, Listen Take into account emotion Establish trust Listen to concerns Exercise common courtesy Treat each client as if he/she is your ONLY client Send COPIES of all documents to client Do not use legalese Return ALL phone calls promptly Watch out for excessive screening

5 More of the same Be courteous and professional Do not interrupt; Do not argue! Respond to client’s requests Keep promises Give periodic updates – at least monthly! Never share confidences Survey clients Get management to help promote good client relations Publish a client manual

6 Further notes Listening is great!! However, listening is NOT enough. Clients want legal solutions and want Solutions to their unique needs. Do Not share personal or office problems with clients Do not degrade a team member, including the attorney!

7 How to interview Stop talking Identify yourself as a paralegal or secretary Put the talker at ease Show the individual that you want to listen Remove distractions Empathize with the person Be patient, Hold your temper Go easy on argument and criticism Ask questions Stop talking!

8 Client Interviewing Planning for the interview Length of time Seating arrangement Minimize interruptions Discourage 3 rd person Personal appearance What information to give to client

9 Specifics in Client Interview Initial conflicts check Legal research Areas of factual inquiry Checklist of general areas of inquiry Identify documents client needs at interview Written questionnaire to complete before

10 Resources to use Form books Researching books Sample checklists Sample questionnaires

11 Interviewing Skills Developing rapport with client (see above) Friendly Interested Receptive, nonjudgmental attitude Allowing client to speak openly Using active listening responses Offering support Recognizing communication blocks Show respect Encouraging questions

12 How do I get the Information? Factual narratives Avoid premature diagnosis Focus on topics for which we need info Identify additional topics while listening Avoid undue influence on client responses Using open-ended questions Using leading questions when appropriate Understand client’s answers

13 Closing the interview Get copies of documents brought Instruct client not to discuss the case with anyone else Tell the client what will happen next Review your checklist to see that you have covered everything Client sign releases and authorizations to get information List what client did not bring for bringing in later Thank the client and repeat when you will next contact client or when client should contact you Give client business card and client info pack if available

14 Making a Record Take notes during the interview (Keep eye contact too) Immediately after interview, make a detailed record Include follow-up plans in this record Calendar the follow-up plans! Shape the record for the attorney’s review

15 Telephone Rules Always be polite: use a businesslike, professional tone Identify the office and yourself and your position Put the caller at ease, use the caller’s name Always get a phone number and name for the message Repeat the name and phone number Get an idea of the subject for the message

16 Telephone Rules Don’t use cell phone for anything confidential Say the attorney is “in conference” or “in court” or answer in a manner requested by the attorney. Never degrade the attorney! Limit time person is on “hold” Don’t take calls when with another client Notes on interviewing