The key to building lasting relationships with clients from the outset is utilising “active listening” in client engagement. From the initial consultation to the conclusion of the matter, client management is crucial to the success of the relationship. The cornerstone of client management is listening to the client, to ensure that you can manage client expectations and deliver realistically, which can be enhanced with the use of quality precedents.

Active listening is a valuable skill for lawyers to improve client communication and build stronger relationships. By actively listening, you demonstrate empathy, understanding, and a genuine interest in your client’s concerns. Here are some strategies to enhance your active listening skills as a lawyer:

1. Give your full attention:

When engaging with clients, eliminate distractions and give them your undivided attention. Maintain eye contact, avoid interrupting, and focus on what they are saying. Allow them time to process their thoughts and emotions.

By allowing them to ‘unpack’ the issue, often you are able to allow them the space to move through the emotion that presents itself initially, and then hone in on the actual issue at hand.

Use a series of open-ended questions, build in conversational threading throughout your engagement with the client.

2. Use non-verbal cues:

Non-verbal cues, such as nodding, maintaining an open posture, and using facial expressions, show that you are actively engaged in the conversation. They help clients feel heard and understood.

As Lawyers we can inadvertently attend to writing our file notes in a manner, which takes away from client engagement. It is important in key times during client conferences to put down our pen/laptop and really focus on the client physically.

3. Encourage clients to share by the feeling within the environment:

Create a comfortable and supportive environment where clients feel encouraged to express their thoughts, emotions, and concerns openly. Use open-ended questions to invite them to provide more details and explore their perspective.

Also, consider the environment in which you see the client. Look at the office or boardroom you are in – what colours are in the space? How does the room feel? Does it portray your openness, your willingness to engage and is it a safe place?

Should you consider changing the furnishing to create a “soft” cosy environment to match your branding? Or do you want to create a feeling of “power” and skill? If so, what colour tones should you use in the space to create the required environment?

4. Practice reflective listening:

Reflective listening involves paraphrasing or summarizing what the client has said to ensure accurate understanding. Repeat their key points and ask if you have captured their thoughts correctly. This demonstrates that you are actively listening and seeking clarification.

This is key to the process of active listening.

This technique is heavily used when it comes to the process of repositioning difficult parties/clients.

5. Avoid making assumptions:

As a lawyer, it’s important to approach each client interaction with an open mind. Avoid making assumptions or jumping to conclusions about a client’s situation, motivation, or future goals.

Allow your clients to share their story fully before providing guidance or advice, this is especially important in initial consultations as this is how one creates repour and successfully retains and engages clients.

6. Show sympathy and understanding:

Put yourself in your client’s shoes and strive to understand their emotions and concerns. Although it is important that you are sympathetic, NOT empathetic. The reason for this is empathy can lead to the client becoming personally aligned with you.

Sympathy will allow you to connect emotionally with a client but maintain your professional boundaries.

7. Summarize and provide feedback:

At the end of the meeting or consultation provide a summary of each item discussed. It is especially important to give your client ‘key takeaways’ from the consultation so they feel empowered and engaged. This demonstrates that you have actively listened, and processed the information shared.

By incorporating active listening techniques into your client communication and consultations, you can build from the outset as well as foster stronger relationships, gain a deeper understanding of your client’s needs and how to meet those needs whilst maintaining client expectations and provide more effective legal representation. Active listening allows you to demonstrate sympathy