Welsh1

JennaWelsh
TinaChavez
SeniorInternship
17December2015
HowtoPreventAttorneyClientConflict

Introduction
Ihadonlybeenbackatmyspringinternshipforaday,andalreadymymentorwas
facingalawsuit.ThoughIstilldonothaveaclearunderstandingofthecaseagainstmymentor,
LauraFarris,Idoknowthatitcenteredaroundacontentiousrelationshipwithadifficultclient.
Theclientwasunhappywiththewayshewasrepresentedandsubsequentlyattemptedtosue
Lauraformalpractice.Thankfully,whenLauraandherformerclientwenttomediation,both
partiesrecognizedhowunfoundedandludicroustheclaimswere,andthecasewassettledalmost
immediately.Nevertheless,theincidentignitedaflurryofquestionsforme.Mainly,Iwantedto
knowhow,asapotentialattorney,Icouldidentifyconflictsofthatmagnitudebeforetheygrew
intolawsuits.Researchonthesubjectwouldbenefitmeforaplethoraofreasons:asanintern,I
wasthefirstpersonthatmanyspokewithwhentheybegantheirlegaljourney,soitwas
importantformetoknowhowtothoughtfullyhandleeachclientinordertopreventclient
overturn.However,researchintothemattercouldalsohelpmymentorsavertadditional
malpracticelawsuitsthatinvolvestrainedattorneyclientrelationships,andthuscouldsavethem
animmenseamountoftime,money,andenergy.Withthisasmyinspiration,Iresolvedto
investigatethephenomenonofnegativeclientrelationshipsandsubsequentmalpracticesuits

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furtherbyaskingaquestionthathasbeencontemplatedforyears:Howcanlawyerseffectively
preventapotentiallyvolatileconflictwithaclient?
Background
Oneofthecomponentsmostintegraltobecomingasuccessfullawyeristheabilityto
effectivelycommunicatewithaclient.Thoughthisistrueacrossalllegaldisciplines,itis
perhapsmorecrucialincivillaw,whereinmistreatedclientsdonotexpectaconvictionbuta
largecashpayout.Dueinparttothemediasportrayaloflegalprocesses,manypeoplewho
decidetoenterlitigationareseverelydisillusionedbothabouttheprocedureandthepotential
outcomeoftheirlawsuit.Asaresult,clientscanbecomeagitatedandconfusediftheirattorneyis
nothonestandupfrontwiththemabouttheirpotentialsettlementnumber,howmuchthelegal
serviceswillcost,andhowlongtheprocesswilltake.Additionally,lawyersmustbetactful
whentheysuspectthattheirclienthasnotbeenhonestwiththemabouttheircase,asanyhintof
doubt,validornot,canturneventhemostaffableclientintoahostileone.
Inthefieldoflaw,thestakesarehighwhenitcomestocommunicatingeffectively.
Attorneyscanfacemalpracticeclaimsandevendisbarmentiftheyfailtomaintainconstant
communicationwiththeirclients.TheStateBarofCaliforniasRuleofProfessionalConduct
3500demandsthatamemberofthebarkeepaclient
reasonably
informedabouttheprogressof
theircase,andstatethatattorneysareobligatedtocontacttheirclientswheninformationis
reasonably
requested(CaliforniaBarRule3500).Similarrequirementsarestatedinthe
AmericanBarAssociationsModelRules.Anumberofdecisionallaws,orlawsthatarethe
productofjudicialdecisions,dictatethatsuspension,ifnotdisbarment,isappropriatesolongas
theattorneywillfullyfailedtocommunicatewiththeirclient,asillustratedclearlyin
Kapelusv.

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StateBar
(Kapelusv.State)
.
Thoughthesestandardsdonotpertaintoirrelevantorminorcase
information,thereisasignificantamountofgreyareafoundinthestipulationsreasonable,
significant,andwillfullythatleavemorereservedattorneysinperil.Lawyers,accordingto
theCaliforniaBarsRuleofProfessionalConduct3510,mustalsocommunicateallsettlement
offersinatimelyfashion(CaliforniaBarRule3510).Thoughthisseemsreasonable,many
offers,attheleastatthestartofnegotiation,areinsultinglylow,andcanfrustrateclientsupon
presentation.Simplyput,theserulesputattorneysinaverysensitiveanddelicateposition:they
mustcommunicateconstantlywiththeirclients,evenifwhattheyhavetosayisunpopularwith
andinevitablydisappointingtotheclient.
Itisthereforeimperativethatalawyerdevelopsrobustrelationshipswithhisorher
clientsinordertocircumventmalpracticeclaims.Numerouspapersandjournalshavebeen
writtenondealingwithdifficultpeople,butveryfewhavefocusedonattorneyclient
relationshipsspecifically.Oneofthefew,bySanfordM.Portnoy,adivorcepsychologist,
focusesonhowdivorceattorneyscanhandledifficultandemotionalclients.Portnoycontends
thattherearetwokindsofunreasonableclients:thehelplessclientandthenarcissisticclient.The
helplessclientrequiresmoreemotionalsupportfromtheirattorneythantheattorneyisqualified
togive(Portnoy177).Thiskindofclientmaydemandanextremelypersonalizedrelationship
withtheirlawyer,callingincessantlyandmakingunreasonablerequests.Duringcriticalpointsin
theprocess,thehelplessclientmayrequireagreatdealofhandholdinginordertoperform
adequately(Portnoy178).Asaresult,thelawyermayfeelsuffocatedbytheclientandwill
ignorerequestsforupdates,thusviolatingCaliforniaStateBarProfessionalRulesofConduct
3500and3510.Thebehaviorofthenarcissisticclientissimilar,buttheintentionbehinditis

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completelydifferent:thenarcissisticclientactsasifheistheattorneysoneandonlyclient,and
demandsthatheorshebeavailabletohimatallhoursoftheday.Thisclientisdismissiveand
rude,andnoamountofenergyspentonhisorhercasewillmakehimactanydifferently
(Portnoy178).Inthissituation,theattorneymaynotonlyfindthemselvesviolatingbarrules,but
theymayalsofindthemselvesbecomingagitatedandevenangrywiththeclient,resultingin
uglyandbitterdisputes.
Portnoyssolutiontopreventstrainedattorneyclientrelationshipsisto
overcommunicatewiththeclient,setboundaries,andmanageexpectations.First,Portnoy
believesthatlawyersshouldanticipatehowlongthespecificcasewilltake,howmanymeetings
willberequired,andhowmanypossibleproblemscanarise,andthencommunicateallofthat
informationtotheclient.Thoughthesheeramountofinformationmayseemoverwhelmingfora
client,arealisticapproachtothesituationisthebestwaytokeepbothclientsandlawyershappy
(Portnoy180).Second,Portnoystatesthatlawyersshouldsetlimitswiththeirclients.Fromthe
start,attorneysmustinformthemofthehourstheykeepandwhattheyarewillingtodointerms
ofservices,andthenstickwiththosepredeterminedboundaries.Lawyersmustnotgiveinto
specialrequestslikeafterhoursmeetingsandphoneconferences,becauseonceanirrational
clientssensesaweaknessinaboundary,theywillseizetheopportunitytomakeirrational
requests(Portnoy180181).Third,andperhapsmostimportantly,Portnoythinksthatthe
attorneymustmanageexpectationswiththeclient.Similartothesettingofboundaries,attorneys
mustbeclearwiththeirclientsaboutwhattheythinkwillhappeninthecase(Portnoy182).If,
forinstance,aclientaskstheirattorneyhowmuchmoneytheythinktheywillgetfromtheir
lawsuitandtheirattorneyanswersalot,thentheexpectationsoftheclienthavenotbeen

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managed.If,however,aclientaskstheirattorneythesamequestion,andtheattorneyanswers
withaconservative,lownumber,thentheexpectationsoftheclienthavebeenmanaged,andwill
eitherbemet,or,morethanlikely,exceeded.
Researchonthesubjectofdiffusingclientconflictsinordertoavoiddisbarmentdoes
exist,buttherearesignificantgapsthatrequireinvestigation.Forexample,Portnoysarticle
suggestsanabundanceofcommunicationinordertoputaclientatease,butwhatother
communicationstrategiescanlawyersimplementasidefromconstantdiscussionand
correspondence?Andhowcananattorneybehonestandmanageexpectationswithoutlosingthe
clientcompletely?Thesequestionsmustbeaddressedinordertokeeptheattorneyclient
relationshiphealthy.
Methods
AprimeplacetobeginthisinvestigationwasattheLawOfficesofLauraFarris,alaw
firminCarlsbad,California,thatexclusivelyrepresentsemployeesinemploymentmatters,
includingwrongfulterminationlawsuits,FamilyLeaveandMedicalActviolations,and
unemploymenthearingsandappeals.Employmentlawisdebatablythemostcontentioustypeof
lawtopractice,especiallywhenattorneysonlydealwithemployees.Manyclientsareextremely
distraughtoverthelossoftheirlivelihood,and,asaresult,canberude,hypersensitive,and,for
lackofabetterword,clingy.Theyareoftenamalgamationsofthehelplessandnarcissistic
clientsPortnoydiscussed(177178).Thus,thiswastheperfectplacetoinvestigatehowattorneys
canpreventpotentialconflictswithclients,astheseclientsinparticularareprimedforconflict.
Thisfirmhastwoexperiencedpracticingattorneys,LauraFarrisandMelissaSanAngelo.
Bothhavedifferentlegalbackgrounds:Laurahaspracticedemploymentlawalmostherentire

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career,andMelissastartedasalegalinternfortheSanDiegoCountyPublicDefendersOffice.
Thisdivergenceinexperienceleadstodifferentcasesandclientsforeachattorney,aswellas
differenttechniquesfordifferentclients.Inorderformetotrulyunderstandhowattorneyscan
bestpreventpotentiallyvolatilesituationswithclients,itwasimperativeformetoobserveboth
women.
Toofficiallycollectdataconducivetomyresearchquestion,Idecidedtouseacasestudy
method.Basedonthelengthofmyinternship,anecdotalevidencewasthebestbetformeto
drawthoroughandinformedconclusions.Thealternatives,surveysandinterviews,weresimply
notshrewdormanageable.Itjustsohappenedthattherewereveryfewclientmeetingsondays
thatIwasintheoffice,andthusitwouldhavebeenimpossibleformetosurveyenoughpeople
tocollectsubstantialstatisticalevidence.Inaddition,bothattorneyswereextremelybusy.
Melissaoncetoldmethatcivillitigationislikeagameofchessinotherwords,timeisvaluable.
Aninterviewaboutstrategiesforpositiveandincreasedcommunicationwouldhave,ironically,
keptthemfromspeakingandmeetingwithclients,andthelastthingIwantedtodowasbecome
anuisance.Casestudieswerethereforeatimeappropriateandmutuallybeneficialwayformeto
observeattorneysinthefield.Isatinontwomeetings:onewithLauraandonewithMelissa.
Laurasmeetingwaswithanewclientwhohadgonethroughtheinitialintakeandreview
processthatAmanda,theassistant,Iris,theclerk,andIallcompletebeforeapotentialcaseis
turnedovertoLaura.Melissasmeetingwaswithanexistingclientwhowaspreparingforher
upcomingdeposition.BothappointmentstookplaceinearlyNovember.Ichosetositinonthese
meetingslaterinmyinternshipbecauseIwantedtogetachancetoresearchcommondiffusion
tacticsandestablishagoodbackgroundformyobservationsbeforeIactuallysawhowthe

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attorneysinteractedwiththeclients.Myobservationofbothappointmentsgavemeaverysolid
foundationandunderstandingofhowthosetacticsactuallymanifestthemselvesinstandard
clientinteractions.
Analysis
Therewereanumberofstrategiesthatbothattorneysimplementedduringtheir
appointmentsthatwereclearlyeffectiveatputtingtheirclients,atease.Thoughthisresearcher
couldpotentiallywritepagesandpagesabouteachdetailoftheconversations,therewerethree
majorstrategiesappliedthatwarrantfurtherdiscussion.
First,eachmeetingbeganwithlengthybutauthenticsmalltalk.Thoughthismayseem
trivialandirrelevanttothesituationathand,thissortofcasualicebreakerallowedtheclientto
settleintotheexperienceofmeetingwiththeirattorney.ThiswasLaurasclient,ClientRs,first
timemeetingwithanyattorney,andshewasunderstandablyabitapprehensiveaboutthe
process.However,afterLauraaskedheraboutherchildren,ClientRseemedcompletelyrelaxed.
Thetwomotherslaunchedintoanimpassionedconversationabouthavingandraisingkids,and,
bythetimeLaurastartedtodiscussClientRslegalclaim,sheappearedcompletelycomfortable.
AsimilarbutsmallerphenomenonoccurredinthemeetingwithMelissaSanAngeloand
herclient,ClientD.ClientD,likeClientR,wasnervoushowever,ClientD,wasanexisting
client,whichgaveMelissaaconsiderableadvantage.Shediscussedattireingreatdetailwith
ClientD,aswellasarecentchangeinherhaircolor.Thoughthesmalltalkdidnotlastaslong
asLauras,itwasstilllongerthaniscustomarywithattorneys,andthereforenotable.
Thissmalltalkisnotonlyusedwithclientsinfacetofacemeetings:thisresearcherhas
observedwhatshewouldconsidersmalltalkbothinemailsandinphonecalls.Theseexamples

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includeasimpleIhopeyouhadawonderfulThanksgiving!asanopeninglinetoopposing
counselinanemail,oraHowdidyourtripgo?toaclientonaphoneconference.
Beforetheimportanceofsmalltalkisinvestigated,itsimportanttounderstandwhythis
tacticworks.Thesmalltalkisneverexcessivelylong:itlasts,atmost,fiveminutes,andthenthe
attorneygetsdowntobusiness.Clientsarechargedbasedonthetimethattheyspendwiththe
attorney,soitisimportanttokeepthechitchatbrief.Moreimportantly,thesmalltalknever
feelsforcedorfalse.Thereisalwaysabackandforth.WhenClientDaskedMelissaifshe
thoughtthattheblouseshewaswearingwouldbeacceptabletoweartoherdeposition,Melissa
addressedthequestionbeforedescribingtoClientDwhatshewaswearingandwhatshethought
workedbestfordepositions.Thereshouldbeanaturalbackandforthbetweentheclientandthe
attorneythatdoesnotfeelrushedorinauthentic.And,whenthatbackandforthexpires,itis
timefortheattorneytoshifttheclientsfocustothematterathand.ForLauraandClientR,that
pointhappenedmuchlaterinthemeetingthanitdidforMelissaandClientD.Thisisperfectly
fine,butthekeypointisthatMelissaknewwhenthesubjectneededtobechangedthisis
integraltokeepingthemeetingupbeatandnotstrained.Similarconclusionswerereacheda
paperbyWendyWerner,alawfirmconsultant(WernerSaintLouisLawyer).
Asmentionedpreviously,thiselementofmeetingsisquiteimportant,andforgood
reason.WhenoneconsidersthetwoarchetypesthatPortnoyprofiled,thenarcissisticandthe
helplessclient,thisaspectofattorneyclientrelationshipsisextremelyhelpfultodiffusingnasty
conflictsandmalpracticeclaims.AccordingtoPortnoy,thehelplessclientdemandsanextremely
personalizedrelationship,whilethenarcissisticclientwantstobetheattorneysfirstpriority
(177178).Afewquestionsatthebeginningofeachconversationallowstheattorneytofulfill

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thosedemands:thehelplessclientisabletofeelliketheyarecommunicatingwiththeattorney
onapersonallevel,andthenarcissisticclientfeelsliketheymustbetheattorneystoppriority.
Clearly,thequestionsmustseemgenuine,and,ideally,theywilldemonstratethattheattorneyis
abletorememberspecific,concretedetailsabouttheclient.But,whendonecorrectly,thisallows
theclienttogettoknowtheattorneyandtofeelhighlyvalued,afeelingthatmayprevent
contentiousarguments.Inotherwords,theattorneyisnotsimplymakingsmalltalktoeataway
atthetimebuttomaketheclientfeelappreciatedandattendedto.
Thesecondstrategyusedindiffusingclientconflictwashonesty.ForMelissa,this
consistedmostlyofcritiqueforClientDastohowshecouldbetteranswercertaintypesof
depositionquestions.Inmanyways,MelissawasattemptingtomanageClientDsexpectations:
shedidnotwantClientDtoenterherdepositionwithafalsesenseofconfidence.OnLauras
part,hereffortstobehonestcamethroughinwhatshe
didnot
say.ThoughClientRscasewas
potentiallybig,shedidnotleadhertobelievethatshewouldabsolutelyprevailattrialoreven
mediation.Infact,Laurawasveryconservativewithherthoughtsonthecase:sheneverthrew
outasettlementnumber,andsherefrainedfromsayinganythingabouthowstrongthecase
was.Inaddition,LauradidnotallowClientRtosimplytellherstoryLaurawouldcarefully
considerwhatClientRwassayingandthenaskfollowupquestionswhensheneededtoclarifya
certaindetail.Inthisway,shewasabletosubtlytrytopokeholesinClientRscasetoseeifshe
wasactuallytellingthetruth.ThiswasalsoaformofhonestyonLauraspart:hadshejustsat
andlistenedtoClientRsstory,ClientRwouldnothavebeenadequatelypreparedforher
experienceandcharactertobequestioned,whichwouldhavemadeheramessatmediationor
trial.MelissadidsomethingsimilarwithClientD:duringherdepositionroleplayingsession,

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sheneverbrokecharacterandfedanswerstoClientDwhenshewasnotansweringquestions
correctly.Melissaalsoneveromittedproceduralelementsofthedeposition:sheaskedthecourt
reportertostrikepoorlywordedquestionsfromtherecord,andwentthroughalengthy
disclaimeratthebeginningaboutwhatwouldconstituteasperjury.Again,thiswasalsoaform
ofhonesty.IfMelissahadallowedherclienttoenterherdepositionwithouttrulyknowingwhat
adepositionconsistsof,shewouldnothavehonestlypreparedtheclientforthetaskathand.
Thisstrategyofmanagingexpectationsandhonestlypreparingclientsiswidely
recognizedasanoptimalwaytodevelopandmaintainvigorousattorneyclientrelationships.As
mentionedpreviously,thisisoneofthecornerstonesofPortnoystheoryondifficultclients
(Portnoy182).Inaddition,anarticlebytheAmericanBarAssociationbyMarianC.Rice,an
attorneywhoadvisesotherattorneysonethicalissues,emphasizesasimilartactic:shestatesthat
beinghonestisessentiallyallanattorneycandothefulfilltheABAModelRulesand,inLaura
andMelissascase,theCaliforniaBarRulesofProfessionalConduct.Intermsofmanaging
clientexpectations,Riceadvocatesforacandidapproach.Shestatesthatanassessmentofthe
casethatistoopositivewouldinevitablysettheclientupfordisappointment.Ricealsofirmly
believesthateventhoughaforthrightevaluationofagivencasemayturnsomepeopleoff,itwill
ultimatelymakeclientsthatdodecidetostaywiththeattorneymuchmorerealisticabouttheir
goalsforlitigationorsettlement(RiceAmericanBarAssociation).
Finally,bothattorneysmadegenuineeffortstoempathizewiththeirclients.Thisis
perhapsthemostimportantandeffectivestrategythatthisresearcherobserved.Accordingtoa
studyatBrighamYoungUniversitybyKristenB.Gerdy,empathizingwithaclientisthemost
importantthingthatalawyercando.Anattorneymustgenuinelybelieveandrespectwhatthe

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clienthastosay,bothinordertowinthecaseandtomaketheclientfeelvaluedandheard
(Gerdy189190).
BothMelissaandLauramadeclearandgenuineattemptstounderstandandempathize
withtheirclients.InMelissasmeeting,thatwasclearlydemonstratedinherresistancetocorrect
ClientDwhenshemisspoke.MelissawasalsoextremelypositivewithClientDabouther
performance,andgentlygavehercritique.Melissasbehaviorclearlyexhibitsherempathy
towardsClientDhadshenotvaluedher,shewouldhavecondescendinglycorrectedherwhen
shewasnotarticulate,andshewouldhavebeenmuchmoreforcefulwithherfeedback.
LaurasdemonstrationofempathywasmorebrazenthanMelissas:shewouldoften
commentonhowmoronicClientRsbosswasforsubjectinghertosuchillegalworking
conditions,and,whenClientRsaidsomethingparticularlyshocking,wouldsaysomethingalong
thelinesofOhmyGod.Inaddition,Laurafrequentlycomplimentedheronmanyofthe
decisionsshehadmadewheninteractingwithherboss,andwasunderstandingwhenClientR
discussedselfdescribedstupiddecisions.LikeMelissa,LauranevercorrectedRwhenshe
misspoke,andwasverypositiveandgentlewithher.Finally,Laurasempathywasmost
apparentwhenitcametimetodiscussClientRspayment.Duringtheaforementionedsmalltalk,
LaurahadbeenabletodeducethatClientRsfinancialandlivingsituationwasfairlystrained,
and,whenClientRaskedLaurahowpaymentwouldwork,Lauraproposedagenerousand
thoughtfulplan.ClientRwasincrediblygrateful,andclearlyfeltthatshewasingoodhands.
Again,LaurasempathywasobviousinthisinstanceifshelackedthecapacitytofeelforClient
R,shewouldnothaveexpressedheroutrageonherbehalforadjustedherstandardpaymentplan
toaccommodateClientRsdelicatefinancialsituation.

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IntermsofPortnoystwounreasonableclients,empathywouldlikelybesomethingthat
wouldappeasethemboth.Asmentionedpreviously,bothclientsdemandpersonalizedand
intenserelationships(Portnoy177178).Anattorneythatempathizeswithhisorherclient,and
thereforetrulyvaluesandunderstandsthem,ismorelikelytoinvestdeeplyonanemotional
level.ThiskindofinvestmentwouldundoubtedlyconvincetheclientsthatPortnoyprofiledthat
theattorneywasbothhelpfulandcommitted,andmaykeepunreasonableclientsfromacting
irrationally.
AlloftheseactionsessentiallyshowthatLauraandMelissaareemotionallyinvestedin
theirclients.Emotionalinvestmentisdisplayedwhentheattorneymakesauthenticsmalltalk
withtheirclient,exhibitingtheirinterestintheclientslife.Investmentisalsoclearwhenthe
attorneyishonestwiththeirclientsiftheattorneydidnottrulycareabouttheirclient,theymay
feeltheneedtosetunrealisticexpectationsdespitethefactthattheyareunlikely.Finally,
emotionalinvestmentismostapparentwhentheattorneyvisiblyempathizeswiththeirclient
throughsmallcommentsandcompliments,andtactfulnesswhenprovidingcritique.Thus,
MelissaandLaurassmalltalk,honesty,andempathyculminateinperceptibleemotional
investment,whichcouldpotentiallypreventclientsfromturningintotheuglyarchetypes
describedbyPortnoy.
ActionPlan
TheconclusionthatIhavecometoisnotparticularlyrevolutionarymyresultswere
roughlywhatIexpectedthemtobe.Veryearlyoninmyinternship,Isawthatthevery
appearanceofgenuinedevotionmadeclientstrustandgetalongwiththeirattorneysfarbetter
thaniftheattorneyseemedevenalittledetached.However,thespecificityofmyconclusionis

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unique,aswellasvaluablenootherstudyofattorneyclientrelationshipsdissectsthevery
abstractconceptofemotionalinvestment"andtranslatesthatintoachievablestrategies.As
such,thisresearchmaystillbebeneficialdespiteitsintuitiveness.Caselawemphasizestheneed
forvigorousrelationshipsbetweenattorneysandclients,andthusanyresearchonoptimalways
toachievethatareworthunderstanding.
Byansweringthedrivingquestionofthisproject,Ialsowasabletoanswersomeofmy
otherquestions,includingwhatothercommunicationstrategieslawyerscanimplementaside
fromconstantdiscussionandcorrespondence,andhowanattorneycanbehonestandmanage
expectationswithoutlosingtheclientcompletely.Buttheanswerstothesequestionshavealso
sparkednewandequallypressingquestions.Howcanlawyersdealwithrelentlessrequestsfor
informationwithoutbeingdisbarred?Istheresuchathingasaclientthatcannotbeappeased,
regardlessofhowmuchemotionalinvestmenttheirattorneydisplays?Ifso,howcanlawyers
identifythoseclientsfromthebeginning?Arethereanywarningsigns?Answerstothese
questionswouldfurtherenrichthevitaldiscussionofstrengtheningattorneyclientrelationships.
Intermsofanactionplanformyinternshipmentors,Ibelievethatmycasestudiesspeak
forthemselves:mymentorsarealreadyimplementingthesetechniquesonadailybasis.
However,Iwouldsuggestthateveryoneattheoffice,notjusttheattorneys,makeanextraeffort
toensurethattheyareusedonclient.Everyone,includinginterns,shouldmakeaneffortto
empathizeandbehonestwithclientswhentheycall,aswellasshowinterestintheclients
personallife.Thoughthisshouldbeespeciallytruewiththeattorneysforreasonsstatedabove,
internsandclerksalikeshouldattempttoemulatetheirbosseswhenspeakingwithclients.The
bestwaytoestablishastrongrelationshipbetweenattorneyandclientistocreateasolid

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foundationasclerks,interns,andassistantsareoftentheonesthatmostclientsspeaktofirst,
theyareintegralinestablishingthatfoundation,andthusmustalsodemonstrateemotional
investmentintheclientsplight.
EventhoughIhaveobservedeachofthesetechniquesatplayattheLawOfficesofLaura
Farris,eachcanbeappliedmorezealously.Otherwise,everyone,frommyobservation,operates
withahighlevelofgraceandtact.Therefore,withjustabitmoreconsistencyandenthusiasm,it
isunlikelythatLaurawilleverhavetofaceamalpracticelawsuitagain.

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Appendix
CaseStudyI
NewClientMeetingwithLauraFarris

I.
Background
Theclient,ClientR,isanewclientwhosecasehasjustbeenopened.Thismeetingwas
forthepurposesofgainingmoreinformationfromtheclient,andforpreparingtheclient
forthelegalprocess.ThismeetingtookplaceonNovember5,2015,withLauraJ.Farris,
theattorneywhowouldlikelybehandlingthebulkofClientRscase.

II.
Observations
ClientRfirstfilledoutageneralattorneyintakeforminthemainoffice,andthenwasled
toLaurasofficewheretheremainderofthemeetingwasheld.LauraandClientR
engagedinquiteabitofsmalltalkatthebeginning,particularlyabouttheirchildrenand
families.

Next,Lauramovedintoquestionsaboutthecase.LauraallowedClientRtofirstexplain
thewholestorybeforeaskingmoredetailedquestions.Itquicklybecameapparentthat
thiscouldbeamajorcaseforthefirmisallofClientRsclaimscouldbesubstantiated,
butLauradidnotmakeanygrandassertionsorthrowoutanylargesettlementnumbers.
LauracarefullylookedthroughallofClientRsdocumentationandaskedherseveral
followupquestions.LauraalsosubtlytriedtopokeholesinClientRsstory,and,when
unsuccessful,appearedtogainconfidenceinClientRscase(thoughshedidnotdisclose
thesethoughtsexplicitly).

ClientRwouldoftenmisspeak,butLauraneveroncecorrectedher.Inaddition,Laura
continuallyandverballyempathizedwithherthroughcommentsaboutherbossand
fellowemployees.LauraalsocomplimentedmanyofClientRsdecisions,and,when
ClientRdescribedadecisionthatwasclearlyunwise,shedidnotadmonishorscoldher.
Infact,Laura,again,empathizedwithherbysayingthingslike...itsokay,Iwouldhave
donethesamething.

Finally,LauraveryslowlybutkindlywalkedRthroughtheprocess,includingsettlement,
mediation,and,ifneedbe,litigation.Shealsowentthroughtheretaineragreementvery
thoroughly,andexplainedeverypointingreatdetail.LauraalsoverytactfullyaskedR
aboutherfinancialsituationduringtheopeningofthemeetingbyaskingwhatherliving
situationwas.Withthisinformation,Laurawasabletoseethatthiswouldbeadelicate
topictodiscusswithClientR,andaccordinglyandrealisticallymentionedapayment

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III.

planwithClientR.LaurawasalsoverycarefultonotgiveClientRasettlementnumber
oradefinitetimeframeattheendofthemeeting,evenwhenClientRaskedforboth.
ClientRappearedtobeappropriatelyexcitedandconfidentabouttheprocesswhenshe
leftthemeeting.

Diagnosis
Laurakeptthemeetingextremelypositive.Shebeganwithsmalltalk,and,intheprocess,
wasabletogleandetailsabouttheclientsfinancialsituationandfamily.Shealsowas
veryconservativewithherestimatesofasettlementandtimeframesoastomanage
ClientRsexpectations.Finally,andmostimportantly,Lauramadeanauthenticeffortto
connectandempathizewiththeclient.SheinsultedClientRsboss,madecomments
abouthowhorrificClientRsexperiencewas,andcomplimentedClientRspositive
decisions.Sheneverappearedcondescending,whichallowedClientRtofeel
comfortablewithandconfidentinLaura.

CaseStudyII
ExistingClientDepositionPreparationMeetingwithMelissaSanAngelo

I.
Background
Theclientisanexistingclient,ClientD,whosecaseisinthelitigationphase.This
meetingwasforthepurposesofpreparingtheclientforherupcomingdeposition,andit
tookplaceonNovember11,2015.Thebulkofthemeetingwasaroleplayingsessionin
whichMelissaSanAngelo,thesupervisingattorney,assumedtheroleofopposing
counselandaskedClientDaseriesofpracticedepositionquestions.

II.
Observations
Melissabeganbygreetingtheclientinafriendlymanner,andengaginginabitofsmall
talk.Melissathengaveashortoverviewofwhatthedepositionwouldlooklike,and
answeredClientDsclarifyingquestionsdirectlyanddefinitively.

Next,Melissamovedintoroleplayingwiththeclient,asthiswasClientDsfirsttime
beingdeposed.Melissabeganthesessionbygoingthroughtheinitialmotionsofthe
deposition,whichincludedaskingClientDtostateandspellherfullname,assertingthe
rulesofthedeposition,andexplainingwhattypesofanswerswouldconstituteasperjury.
Next,MelissaaskedClientDbackgroundquestionsindicativeofthosethatwouldbe
askedattheactualdeposition.Theseinquiriesrangedfromwhereshewenttohighschool
towhatherpreviousjobentailed.Fromthere,Melissastartedtomoveintoemployment
questionsbyaskingClientDgeneralquestionsaboutheremploymentwiththe
Defendant,suchaswhenshewashired,whatherpositiontitlewas,wherethecompany

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waslocated,etc.MelissabegantoaskClientDquestionsaboutthelegalclaimsfeatured
inhercomplaint:whentheadversetreatmentbegan,whotheperpetrator(s)were,what
thetreatmentconsistedof,andsoonandsoforth.Onceherlistofquestionswas
exhausted,Melissaendedtheroleplayingsessionbysimulatingabreakthatistypicalin
mostdepositions.

Throughouttheentireroleplayingportionofthemeeting,Melissadidnotpauseto
correctClientD,ortofeedherthepertinentinformation,evenwhenClientDcouldnot
recallcertaindetailsordates,orifsheansweredincorrectly.ClientDalsodidnotstop
theroleplayingtoaskquestionsorconfirmdetailsinotherwords,neitherMelissanor
ClientDbrokecharacterduringthesession.Melissadidnotevenomitrequeststo
strikepoorlywordedquestionsfromtherecord,whichisstandardpracticeindepositions.

Attheendofthemeeting,MelissaandClientDwentoverwhatClientDdidwelland
whatsheneededtoworkon.EventhoughClientDstruggledabitduringthesession
Melissawaspositiveandupbeat,andcalmlywentthroughhowClientDcouldbest
answerquestionsthatshehadtroublewith.ClientDseemedrelaxedduringtheentire
appointment,andlefthappywithhowthemeetingwent.

III.

Diagnosis
MelissacontinuallykeptthemeetingpositiveandinformalwhilestillallowingClientD
togeta
solidfeelforadeposition.Beginningwiththesmalltalk,whichputClientDateaseand
seta
precedentforacongenialmeeting,MelissaalwayskeptClientDingoodspiritsand
optimistic,butstillrealistic,abouthowthemeetingwouldgo.ThisallowedClientDto
focusonwhatsheshouldandshouldnotsay,whichwastheentireobjectiveofthe
meetinginthefirstplace.

Welsh18

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