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1.	Stress, Conflict and Dealing with Difficult People will be part of your routine in the Legal Office.  Complete the following:

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1.	Stress, Conflict and Dealing with Difficult People will be part of your routine in the Legal Office.  Complete the following:

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You get in the office, tired, sore, and just groggy. You didn't sleep well and just didn't want to go into work today.
However here you are and by the time you get a grasp of what has to be done for the day, it's quitting  time.
Time Management is one of the most common causes of stress.
Realizing that you are stressed is the first step, after that try to organize yourself to get a better grasp on your workload.
You can to this by:

Making to-do lists

Prioritizing your high-priority tasks first

Use a calendar and mark down deadlines and how much time you need to complete a task.

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The workload in every law firm is different and brings with it a different amount of stress for everyone who works there. Solo and small-firm lawyers are often expected to perform a variety of tasks that, in a larger firm, would possibly be handled by teams of professionals. Some of this workload would include the following:
- human resources
- accounting
- marketing
Depending on the size of the firm, workloads for smaller firms and even solo practices can be very stressful for individual employees.
Imagine having 10 new cases and only 2 Law clerks; this equals a lot of stress not only for the law clerks but the whole firm. It is therefore important to:
1. Prioritize the workload (what needs to get done first and foremost)
2. Make a schedule and stick to it
3. Ask for help (if there is just too much and you are not an expert in accounting let's say, ask a coworker/supervisor for assistance)

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Long work hours and irregular work shifts are common with in a law office . Long work hours may increase the risk of injuries and can contribute to poor health and fatigue. Studies show that long work hours can result in increased levels of stress, poor eating habits, lack of physical activity and illness. To prevent exhaustion and illness from working long hours or irregular hours . Stress management is key to keep healthy when working long hours or irregular hours,

7 important points to keep in mind when working long hours:

1. Avoid constantly putting in 12-14 hour days is counter productive.

2. Organize your work for the following day, the night before you leave the office.

3. Let go of your obsessiveness about perfection.

4. Take breaks throughout the day.

5. Don't allow worry to distract you from your task.

6. Get support

7. Exercise: Keep your body moving

Identifying  the physical and behavioral symptoms illness / injures to due long hours ;
headaches, lower back pain, colitis, and ulcers to more serious ailments such as heart attacks and strokes.

Other employee’s can suffer from lack of concentration, procrastination, missed deadlines, insomnia, depression, anxiety, nervous breakdown, and attacks of rage. Family matters can be effected by long or irregular hours , also social interaction outside of work can be effected too. Often employee’s who work long hours frequently seek relief from stress through alcohol and drugs, thus jeopardizing their standing as a profession in a law office.

Helpful tips to surviving long hours:

Make Time For Yourself

Minimize distractions in the law office

Plan your day ( make a “to -do” list  in sequence of most important first and least important last)

Sleep as much as you can

Eat healthy

Have social interaction in/out side of the office

Most importantly take one day at a time

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B-1) Conflict: Handling Difficult Phone Calls.

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B-1) Conflict: Handling Difficult Phone Calls.

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In a law office, you will have to deal with unhappy clients over the phone.

Say the client calls, and they are very upset over how their appointment went with the lawyer and they are taking it out on you.

You have to remember when dealing with clients like this, it's that they are upset at the situation they have found themselves in and not at you. You are just their focus point to take their anger out on.

You have to stay calm and patient with them and never throw back insults. Client relations are a very important key aspect of a law firm.
Just try to answer their concerns and use solution based answers ("I can do that", "I will definitely...") and offer to make another appointment with the lawyer, so that they might try to address the clients concerns.

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In a law office, as with most businesses, there will be coworkers that you do not always get along with. Since we cannot make people like us, the important thing is to learn how to work with others that you may not see eye-to-eye with. It is more important to focus on the work that needs to be done instead of bickering about who should/should not do it.

Working in a law firm will come with all kinds of challenges so it is important to realize what you can and cannot change. It may be as simple as talking to the other person about some of the issues you have and having them do the same. Sometimes this can easily fix any misunderstandings between two people.
Some people, however, enjoy being difficult and if they are not willing to work as a team then maybe it is a conversation with senior management that you should be having. In any case, talking about conflict with the other person or with a supervisor will help both sides to come to an understanding. Conflicts in the workplace should never be left unresolved.

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A potential conflict of interests situation is one that will likely arise at various points throughout one's career in a law office environment.

The Law Society of Upper Canada defines a "conflict of interest" in Rule 1.1-1 of LSUC Rules of Professional Conduct as: "the existence of a substantial risk that a lawyer’s loyalty to or representation of a client would be materially and adversely affected by the lawyer’s own interest or the lawyer’s duties to another client, a former client, or a third person."

As a future law clerk and law office professional we must ensure that all potential conflict of interest situations are addressed before any issue arises.   To do this, the following steps/ checklist items should be considered before entering into a new retainer:

Determine exactly who your new client is (take photo ID).

Determine nature of the retainer duties requested by the new client.

Determine whether these new duties will affect/ relate to existing duties owed to other parties (current clients, former clients, 3rd parties).

Determine if a substantial risk that the lawyer's loyalty to already existing parties will be compromised by requested retainer duties of the new client.

After considering all of the above items and a conflict of interest is found to exist, the situation must be resolved by not entering into a retainer with this new client.

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List of Student Names in Group - 5 Students

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List of Student Names in Group - 5 Students

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Christie Russell A-1, B-1, C-1
Sarah Bazzi
Acheva Lewis A-3
Kala Berriman - B-3
Lisa Maronese  ---   A-2, B-2

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a. Stress – Provide 3 situations in which you may experience stress in the Law Office.  Describe how you would deal with the stressful situation ensuring that you include any supporting video, and/or online resources.

b. Conflict – Provide 3 situations in which you may experience conflict in the Law Office.  Describe how you would deal with the conflict ensuring that you include any supporting video, and/or online resources.

c. Dealing with Difficult People – Provide situation in which you may be required to deal with a difficult and even violent situation.  Describe how you would deal with the situation ensuring that you include any supporting video, online resources and provincial laws/guidelines.

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A-2)
https://www.cba.org/Publications-Resources/CBA-Practice-Link/Work-Life-Balance/Health-Wellness/Coping-With-Stress-and-Avoiding-Burnout-Techniques

B-2) https://www.businessmanagementdaily.com/glp/25986/Workplace-Conflict-Resolution.html

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A client has come in and they are not only upset, but they are angry as well.

Stay calm and talk to them as you would any other client.

Listen to what they have to say and try to help without giving legal advice.

Gather information for them

Offer to make an appointment with a lawyer.

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Put your name and email here please
Acheva Lewis -
LEWISAC1@northernc.on.ca

Christie Russell--
RUSSELLCH1@northernc.on.ca
Lisa Maronese ---
maroneseli1@northernc.on.ca

Sarah Bazzi  -
BAZZISA1@northern.on.ca

Kala Berriman --
BERRIMANKA1@northernc.on.ca

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B-3 Conflict of Interests
https://www.lsuc.on.ca/with.aspx?id=2147502061#ch1_sec1-1-conflict-of-interest (Law Society of Upper Canada)

http://www.lsuc.on.ca/with.aspx?id=2147499259 (Law Society of Upper Canada)

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A-1) Stress and Time Management

https://www.callcentrehelper.com/how-best-to-deal-with-angry-customers-184.htm

Video created with
powtoon.com

B-1) Conflict: Handling Difficult Phone Calls.

https://www.mindtools.com/pages/article/time-management-mistakes.htm

C-1) Flow chart created with

creately.com

A-1, B-1, C-1)

Collis, D. and Forget, C. (2011). Working in a legal environment. Toronto: Emond Montgomery Publications, pp.60-64, 188-189

https://www.paralegaledu.org/2014/05/handling-the-stress-of-working-in-a-law-office/

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A-3
https://thoughtcatalog.com/bailey-ezell/2015/01/8-tips-for-surviving-80-hour-work-weeks/
https://www.osha.gov/SLTC/workerfatigue/index.html
http://www.classycareergirl.com/2016/10/long-hours-at-work/
https://www.bcgsearch.com/article/900044563/Top-14-Ways-Attorneys-Can-Avoid-Burnout-from-the-Stress-of-Practicing-Law/