Biglaw

Lawyers Tell Clients They Understand, But Do They Really?

Supporting people during challenging times is an art, and it goes beyond having mere legal expertise.

By  
on

Whether you work as an in-house lawyer for a company or in private practice for a law firm, navigating the tumultuous waters of client distress is all part of the job. Recently, I spoke at length with my daughter, also a lawyer, about her perspective on supporting clients during difficult times. Our conversation left a lasting impression on me. With close to 20 years of experience, I’ve worked with a number of clients who have found themselves in extremely stressful situations. Each of those clients had been dealing with their own unique set of challenges with all of the emotions that come with those challenges. Each and every time, I have found myself uttering the words “I understand” at one point or another. Each and every time, I have found that uttering those words was the exact WRONG thing to do. By uttering those words, I may not have just come off as cold and insincere, I may have also inadvertently exacerbated my clients’ distress.

The truth is, as lawyers, we often find ourselves unable to fully grasp the depth of our clients’ experiences because we haven’t walked in their shoes. Clients don’t seek our sympathy or pity; rather, they yearn for practical solutions, even though they understand that we can’t magically make their problems disappear. In these moments, the most valuable form of support we can offer is often a listening ear coupled with a genuine expression of care and concern.

So, what should our response be when faced with a client in distress? My insightful daughter offered a more empathetic approach that resonated deeply with me: “What you’re going through is horrible. How can I support you through this?” This approach embodies empathy and acknowledges the gravity of the client’s situation without attempting to trivialize or downplay their emotions. By asking how we can support them, we demonstrate a sincere willingness to stand by our clients and assist them in navigating their challenges.

Implementing this approach into my practice is something I’m genuinely looking forward to doing. It aligns with my personal values and professional ethos, while emphasizing the importance of human connection and understanding in the legal profession. By embracing empathy and actively seeking to support our clients in their times of need, we not only strengthen our professional relationships but it also upholds the core principles of justice and compassion.

Adopting this empathetic approach can have tangible benefits for clients and lawyers alike. For clients, knowing that their lawyer genuinely cares about their well-being can provide much-needed reassurance and comfort during difficult times. This, in turn, can foster trust and confidence in the legal process, ultimately leading to more positive outcomes for all parties involved.

Conversely, cultivating empathy in our interactions with clients can lead to a more fulfilling and rewarding practice for us as lawyers. By connecting with our clients on a deeper level and understanding their perspectives, we can better tailor our approach to meet their individual needs and concerns. This not only enhances client satisfaction but also contributes to our own professional growth and development as lawyers.

The take away for me from this conversation? Supporting people during challenging times is an art, and it goes beyond having mere legal expertise; it requires empathy, compassion, and a genuine desire to help. By adopting a more empathetic approach in our interactions with our clients, we can not only provide better support but also strengthen the foundation of trust and understanding upon which the legal profession is built. So let’s strive to be more than just lawyers — let’s be compassionate allies to our clients in their times of need.

Sponsored

Lisa-Lang_241Lisa Lang is an in-house lawyer and thought leader who is passionate about all things in-house.  She has recently launched a website and blog Why This, Not That™ (www.lawyerlisalang.com ) to serve as a resource for in-house lawyers.  You can e-mail her at lisa@lawyerlisalang.com , connect with her on LinkedIn  (https://www.linkedin.com/in/lawyerlisalang/) or follow her on Twitter (@lang_lawyer).

Sponsored

Topics

, , ,