Connecting with Your Client: Success Through Improved Client Communication Techniques
Second Edition, 2015
Attorneys everywhere are being forced to reconsider their definition of service. More than just the quality of lawyering, excellent service includes how legal expertise is actually delivered to the client. That means everything from promptly delivered phone calls and emails, to keeping the client appropriately informed and prepared, to a legal professional's attitude toward the client.
Connecting With Your Client (2015, second edition) gives attorneys the persuasive tools for achieving greater client satisfaction through improved communication. The author, leading psychologist and legal consultant Noelle C. Nelson, Ph.D., presents practical guidance and specific methods based on sound psychological principles. This book covers:
- Effectively communicating using the latest technology
- Creating rapport that builds your client's trust and confidence
- Communicating billing and other case management issues in ways that support good client-lawyer relations
- Training your associates, legal assistants and support staff to adopt the appropriate attitude toward clients
- Professional solutions drawn from real-life, real-case experiences
- Step-by-step exercises that can help defuse uncomfortable situations
In addition, you'll learn how to:
Maintain control over difficult situations--and clients. If you've ever been faced with a difficult client or uncomfortable situation, you know how hard it can be to maintain control. Connecting with Your Client prepares you with step-by-step exercises. For example, the "pace and lead" technique helps you handle angry clients by first mirroring their body language and reflecting their words (pacing), then gradually "leading" them with your body language and words to a different emotional state. And the "back pocket technique" trains you to mentally take any distracting thoughts and put them in your "back pocket" for retrieval later at an appropriate time.
Connecting with Your Client also includes professional solutions drawn from real-life, real-case experiences so you can learn from clients and lawyers alike. Managing partners, executive directors and marketing directors of top-level firms contribute their perspective and share their solutions for attaining client satisfaction and cooperation.
Publisher: ABA Publishing
Product Code: 5110795
To Order: Go to Shop ABA, Amazon or call 800-285-2221
"Eye Contact Is a Powerful Listening Tool"
Law Technology Today
September 9, 2015
Read the Preface to Connecting With Your Client
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