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Georgia's feedback to me as the solicitor

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Georgia's feedback to me as the solicitor

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I was pleased with the feedback I received regarding my interview technique, Georgia stated she had confidence in me as her solicitor as I cared for her issues and felt I would do my best to resolve them for her.

I felt it was easy to utilise my social skills to make the client feel comfortable and at ease with me. On the other hand, I felt it was difficult to project a professional  and competent persona as I do not yet feel I am capable or knowledgeable enough to execute this role. Additionally, it was difficult to simultaneously follow the steps and advice given, as well as listening to the client and ensuring to remember details.

On reflection, the experience of acting as a solicitor was much harder than I expected, it was difficult to remember the steps/specific actions, consequently, this made it difficult to stay in character.  The steps I needed to remember included formalities, keeping the client comfortable, presenting as competent and remembering the facts.  Once we had finished our role plays, we realised we had finished much earlier than everyone else in the class.  In hindsight, I realise I should have relaxed, taken more time to go over the given scenario and revise the steps necessary to successfully fulfil the solicitor role and given myself more time to prepare and get into character. Next time, I need to remember to relax, as it is difficult to be calm and remember small details when feeling under pressure.  I hope next time I will naturally feel more confident as I have practiced the role of a solicitor in a mock scenario.

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Georgia adhered well to the course of action and advice we were given. Our interview managed to flow well despite being our first time. As feedback, I advised her to have more confidence, I suggested that next time she would do better again as she would have experience of the process. Next time, Georgia may only have clients notes to look at, whereas on this occasion she was also trying to refer back to the notes she had made of the process, which hindered her eye contact and meant the session did not flow as well.  I trust that when Georgia is confident of the process (which comes with practice), she will execute the process and advice effectively.

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With my partner Georgia, we established a mock interview, attempting to properly open an interview, question a client, summarise their instructions and close - according to the 'What I have learnt' section in pink, to the right.

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Welcome
Acquire information

Supply advice

Part

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Once the basic outline of the client's problem is vocalised, it is important to summarise and check the client agrees with the summary. The client may disagree, or add further information and a re-summary needed.  If the client seems unhappy with the summary it might be he has other concerns he has/has not mentioned.  Summaries can be given at each stage of the interview.  The end of a summary is a good time to slip in a scoop question.

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Checklists are useful to remind the solicitor of information they need to obtain or take note, for instance specific dates, this avoids looking incompetent by having to follow up and ask again. Checklists may have a negative impact, e.g. the client may feel he is being ‘processed’ and not treated as an individual.  Additionally, concentration on the checklist may cause to miss important details if the case does not exactly fit the checklist or cause wasted time as questions/answers may be irrelevant.  It may be more useful for the client  to complete the checklist.

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Advise the client in advance notes will be taken unless they object. Take notes even if intending to dictate a full attendance note immediately.  Notes are useful when; intending to question the client further at another point, if something requires specific reference at the end of the interview, to remember to take later action, for instance a reminder to forward documents later.

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Ask a general question; "What can I do to help you?"  Encourage the client to explain the issue and what they would like done about it. Listening properly may reveal more than one issue/extra details the client did not realise were relevant.  Encouragement may be necessary for the client to feel safe to reveal their concerns.  It is important to listen rather than assuming the issue and to discover what the client would like.  Suggest possible courses of action and advise the client on each.
Key steps:
Active listening - encourage by maintaining eye contact, taking brief notes, supporting phrases - "I see".

Eye-contact - vary between looking at client/notes/documents, use eye contact when talking.

Body language - Sit upright, look interested and be prepared.

Speech and attitude - Conversational but no use of slang.  Short silences are fine - "excuse me while I go back through my notes for a moment" to justify them.  Being professional ensures the client has confidence in the solicitor and respects them.

Using questions to obtain information:

Open questions - do not suggest a particular reply, which allows the client freedom to respond.  "What happened next?".  This will aid avoiding pre-judging issues. Once established the basics, ask further 'directed' open questions, which should reveal extra details.

Scoop questions - After establishing the client’s reasons for visiting, ask "is there anything else troubling you which I might be able to help with?"

Closed questions - specific, "How old is your mother?" Responses will be short pieces of information. Closed questions are useful to obtain detailed points but should be used sparingly and towards the end of the interview.

Probing questions - onus is on the solicitor to ask the right probing questions.  Choice of probing questions will be informed by theory or hypothesis.

Leading questions - suggest a particular answer which is mostly inappropriate unless trying to extract a definite admission or denial from the client.

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Greet the client by their title and last name if it is a first meeting and they have not requested otherwise, introduce yourself clearly and warmly and establish eye-contact which is friendly and reassuring. A comment to break the ice is useful which both can relate to, e.g. traffic. If the client seems particularly nervous or if it is a preliminary meeting and it is not necessary to look at/reference important papers, adopt a position that is not threatening to the client, be conscious of the barrier/hierarchy associated with a desk in between client and solicitor.

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To develop a client-centred approach to interviewing.

To establish a rapport with a “client”, question them effectively and summarise their instructions accurately.

To learn how to use and give feedback.
Cover Welcome and Acquire Information of WASP.

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This session will consider how to appropriately meet and build a suitable rapport with a client, to structure and close an interview properly and use effective questioning.

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Effective interviewing and advising skills underpin effective dispute resolution techniques, aid understanding the facts and issues and what the client wants to achieve.