Most paralegals have dealt with cases that are significant to the clients’ lives. Although it is understandable for clients to be emotionally attached to their cases, some of them are quite difficult to handle in that state.
Paralegal training programs are essential. However, most of them overlook paralegal soft skills such as emotional intelligence. Difficult interactions with emotional clients could be quite frustrating to a paralegal, especially when such cases are in succession.
This article is not about solving your clients’ emotional problems. Rather, it outlines different methods you can apply to help clients manage their emotions, allowing them to concentrate on the work their case requires.
Focus on Facts
The simplicity of this method makes it seem like it should be something other than a strategy. However, most clients tend to concentrate too much on the outcome and ignore the basic facts in their case.
If you want the client to concentrate on the right facts, you might need a script to guide you through the conversation. Requesting the clients to give you the facts and details helps activate the logical part of their brain. It helps them think objectively and cooperate even more.
When interacting with an emotional client, your main goal should be to help them stop worrying about their case and start working on it.
Respect the Client’s Experience
As much as the clients might be all over the place emotionally, it is only fair to understand their point of view. Sometimes, the case incidences could be the worst thing they have ever faced.
Because of the case’s sensitivity, the clients could appear defensive. Understand them. If clients get a sense that you do not care, worry and anger might creep in. Being attentive to details, asking follow-up questions, and giving them reassurance will make the clients feel secure about their case.
Simplify the Process
The attorney is solely responsible for guiding the client through the whole litigation process. As a paralegal, you come in to provide support work, such as reiterating information to clients or acting as the contact person when the attorney is unavailable.
If you do a good job simplifying the client’s process, you will easily calm them down even as the case progresses. Every client seeking a personal injury attorney Michigan appreciates a clear outline of specific tasks required in order to progress their case.
Master Basic Interpersonal Skills
As a paralegal, you must be prepared to deal with clients prone to emotional outbursts. As such, you cannot lack in the interpersonal skills department.
Master the following skills:
- Trust-building
- De-escalation tactics
- Active listening
- People validation
- Unbiased reaction
The above skills will help build a solid foundation in your legal practice.
Proactive Empathy
There are caseworks that are difficult and upsetting for clients to revisit. You need to empathize with your clients whenever you have to engage them in such cases. However, ensure you empathize in a way that shifts their mind from focusing on the problem to focusing on solutions.
Be very careful with your responses. Any negativity in your responses might fall heavily on the client, inviting more emotional breakdowns. To an extent, they might even decide to find another personal injury attorney Michigan.
Find a way of validating the client’s experience while prompting them to think of the available solutions.
Shut Down Tantrums
Whenever your client is angry and lashing out, that is when you keep your cool. The client’s tantrums are not to be “fought back.”
The best way to deal with an angry client is to wait until they have calmed down. At one point, a ranting client will ask you a question or be silent and expect to hear your response. As a professional, you use that opportunity to ask questions to redirect the conversation to the key issue.
If you feel the ranting is beyond acceptable levels, you are within your rights to politely tell the client to stop it and end the conversation altogether.
Conclusion
Wherever you deal with an emotional client, the conversation’s outcome largely depends on your response. For better outcomes, keep the above methods in mind.