The Paralegal as a Rainmaker?Cultivating & Maintaining Client Relations

Introduction

Lakisha Bealer Founder of Agility Paralegal Service MBA, BS Business/Accounting, AS

Business/Legal Experience working in law firms,

major banks and non-profit organizations in legal, executive administrative and accounting roles

Volunteer at CIP Member of ABA and NFPA Pursuing Masters in Paralegal

Studies at George Washington University

"The single biggest problem in communication is the illusion that it has taken place" - George Bernard Shaw

Agenda

Introduction

Questions?

Proactive Client Communication

Managing the case in relation to the client

The Three T’s

Effective Communication Methods

Wrap-up with Agility’s CALLS Method

7

6

5

4

3

2

1

(a) A lawyer shall:

(1) promptly inform the client of any decision or circumstance with respect to which the

client's informed consent, as defined in Rule 1.0(e), is required by these Rules;

(2) reasonably consult with the client about the means by which the client's objectives are to be accomplished;

(3) keep the client reasonably informed about the status of the matter;

(4) promptly comply with reasonable requests for information; and

(5) consult with the client about any relevant limitation on the lawyer's conduct when the lawyer knows that the client expects assistance not permitted by the Rules of Professional conduct or other law.

(b) A lawyer shall explain a matter to the extent reasonably necessary to permit the client to make informed decisions regarding the representation.

So Why is this Stuff Important Anyway?

* To date CA is the only state that does not have Professional Conduct rules that follow the format of the ABA’s

ABA Model Rule of Professional ConductClient Relations: Rule 1.4 Communications

The Three T’s Cultivating & Maintaining Client Relations

Technology

TrustTude’s

1. Embracing technology to foster proactive client communications

2. Understanding different communication styles to overcome communication barriers

3. Managing the case in relation to the client builds trust

Proactive Client CommunicationEmbracing Technology

Although, other fields are embracing technology to connect and communicate with their clients the legal field tends to view technology as a threat to confidentiality.

1. Cloud Computing2. Text Updates3. Mobile Forms

Adapting to the four basic communication styles.

Expressive Systematic

Sympathetic Direct

Meet LinhExpressive Communicator

1. Focuses on the big picture2. Speaks quickly and high energy3. Avoid focusing on minutia

Meet MarySystematic Communicator

1. Focuses on the facts2. Comes off as unemotional 3. Provide details and facts

Meet PaulSympathetic Communicator

1. Focuses on relationships2. Good Listener3. Explain impact on relationships

Meet CarlosDirect Communicator

1. Focuses on the outcome2. Brief in conversation3. Be direct and get to the point

If you sense an imbalance, try adjusting the way you’re

communicating either verbally or physically.

Being aware of and adapting our

communication style to complement

someone else’s style will foster better

relations with colleagues and

clients.

Managing the Case in Relation to the clientA Paradigm Shift

Case

Strategy

Client

Execution

Business as Client Individual as Client

1. Ignoring the clients business model can result in case being handled in a manner that is adverse to the business.

2. Can result in the loss of the client or referrals of future business.

1. Ignoring the clients communication style can result in undisclosed information that may come out at trial or deposition by opposing counsel.

2. Can result in re-creating case strategy or losing case.

Law is much more than just the business of handling a legal matter for a client – it’s a business of relationships. Clients want to hire lawyers who are competent, responsive, treat them with respect, and keep them informed. “My lawyer won’t return my phone calls” and “I don’t know what’s going on with my case” are common complaints.

Being competent in your practice isn’t enough. The care and feeding of clients is also critical to a successful practice. Keeping clients satisfied provides a number of benefits:

1 - Practicing law will be more enjoyable 2 – You’ll get more referrals 3 – You’ll have less stress 4 – There will be less likelihood of being sued for malpractice

Still Wondering Why this Is Important ?

Taken from The Top Ten Causes of Malpractice – and How You Can Avoid Them April 20 – 22, 2006

Poor Client Relations: Top Reason for Malpractice

Agility’s C.A.L.L.S Method

Communicate, communicate, communicate

Ask for clarity on complex issues Listen with empathy Learn the art of letting go See through the lens of non-judgment

“You can’t control how a judge or jury will rule but you can control client satisfaction” – Agility Quote

Submit Questions & Feedback

Phone: 866-255-7175

Web: www.agilityparalegal.com

Email: info@agilityparalegal.com