Prior to McCague Borlack LLP, I have had no formal law firm experience. My knowledge of interviewing and counselling was limited to what I was taught in law school, and I had never communicated with a client directly, let alone by myself.
Law Firms receive many inquiry calls from potential clients when looking to find a lawyer to take on their case.
When my turn came up in the rotation (read about our student rotation list), I was asked to call back a potential client and do the initial screening of their legal issue, I was so nervous! To calm my nerves, I prepared a mental script on introducing myself and what firm information I needed to provide to the individual from the outset. I quickly learned that there was only so much I could do to prepare for speaking with someone who is under a lot of stress.
From the start of the call, the individual was overwhelmed with their difficult situation. They often spoke in circles, repeating the same concerns, and reacting with strong emotions when answering questions. I was taken aback on how to acknowledge the caller’s emotions and still gather the information I needed.
As the conversation progressed, I found my footing and worked out how to direct the conversation to focus on the underlying issues. I acknowledged their emotions and difficulties while maintaining a professional tone. I realized that this approach helped in calming the caller down and guiding them to provide direct answers to my questions. Additionally, I began frequently referring to previously mentioned details, which helped the caller feel heard and provided me with the clarification I needed.
At the end of the conversation, I felt relieved and more confident in my direct client communication skills. Although it was a very emotionally charged experience, it was a great learning opportunity and exposure to client management.
by Simran S.