Introduction and Objectives

Without a doubt, some clients are prone to make more demands of you and your staff. Along with the added demands, these relationships also have a greater chance of leading to unpaid bills, complaints to the Law Society, and allegations of negligence. 

This module stresses the importance of taking certain steps with clients who present with challenging behaviours. This does not mean, however, that you may adopt a cavalier attitude to the practice of law if your client is not difficult. Bad practices do not cease to be bad simply because a client is good-natured, nor do sound practices cease to be sound simply because a client is difficult. Best practice requires you to implement the same procedures whether your client relationship presents challenges or not. Ensuring that you establish a habit of utilizing these procedures, however, will help protect you should a client become difficult. 

In this module, we will highlight the importance of utilizing good practices with all clients including setting and managing expectations, good communication, and the consistent and thorough documentation of client meetings, instructions, and advice given.

 

Objectives

The objectives of this module are to:

  1. To highlight the importance of utilizing good practice with all clients.
  2. To stress the need for good communication habits.
  3. To emphasize the value of consistent and thorough documentation of client meetings, instructions, and advice given.
  4. To describe the vast range of client expectations and the importance of managing those that are unreasonable.

Although we aim to present a comprehensive Module, this Module is not exhaustive. This Module is not a substitute for exercising professional judgment and does not constitute legal advice.

Time Estimate for this Module (including Quiz): 30 minutes