Active listening is probably the most important listening skill. It is “active” because it combines the skills of listening and responding without invalidating the speaker's comments, giving the speaker personal opinions, advice, or trying to draw ownership of the conversation away from the speaker.
As early as 1948 Ralph Nichols, considered by many listening scholars to be the “father of listening” as a field of study, established dimensions of what constitutes listening behavior.
Focus: Once you understand what you hear, you can focus in on the relevant information. This stage of the listening process is the one during which the listener assesses the information they received, both qualitatively and quantitatively.
The first stage in the process of listening is receiving the speaker's message, which involves isolating the message from all other sounds and interpreting what's been said.
Why is the HURIER model of listening named HURIER? Each letter in the name stands for the first letter of a listening stage. If you're uncertain whether or not you understand a speaker, what is the best way to check your understanding?
Empathic Listening Example Phrases “Thank you for trusting me with this information” or “thank you for sharing.” “I can relate to what you are going through.” “I understand why you may be feeling that way.” “I've been there, and I'm so sorry that you're dealing with this situation right now.”
Which of the following best describes listening? The active process of making meaning out of a spoken message.
Personal barriers to effective listening include a lack of listening preparation, poorly structured and/or poorly delivered messages, and prejudice.
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Updated June 23, 2022 | Published April 3, 2020. Updated June 23, 2022. Published April 3, 2020
It's one of the fundamentals they drummed into you in law school: It is your job to know the answers. That's why clients seek your help, right? How you prove you are smart, and why they pay your bills? Well, yes and no. In many cases, it's less about you knowing the answers and much more about you knowing the right questions to ask.
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While the exact questions you’ll ask should be customized to each potential client’s specific situation, these lawyer-client interview questions are a good starting point:
If you want to perfect your process, the key is to prepare with the right lawyer-client interview questions—and truly listen to their answers. By asking questions at the start, you’ll get a better idea of what your client expects from you (whether you move forward or not). This way, your potential client will start their journey with your firm feeling heard, which is key to a great client-centered experience. Will you be hiring at your firm? Here are some examples of law firm questions for interview subjects.
Conduct a thoughtful pre-screen and conflict check 1 Pre-screen: Before you book the interview, have a set pre-screening process. Ask for basic information (for example, via an intake questionnaire) to help you decide if the client may (or may not) be a fit for your firm. You can make this process simpler for the client by using an online intake forms tool, like Clio Grow. 2 Conflict check: You’ll also want to do a conflict check before proceeding to ensure there are no conflicts of interest or other reasons that will prevent you from working with someone. Here again, an online intake tool can make this easier for you and the client. Clio Grow, for example, can be part of a robust conflict check process.
Once you’ve reviewed the client’s file, prepare your questions for the client, and take some time to anticipate questions that the client may have for you. We’ll discuss more on what answers (for clients) lawyers should prep for before the interview below.
As our guide to client intake for law firms explains, an important part of an effective client intake process is to take steps to ensure that a potential client is a good fit before moving forward. Not every legal issue will be a good fit for you, your practice area, workload, and firm size. But that’s normal.
To put the client’s experience first, you need to know why the client is pursuing a matter, how serious they are about taking it on, and how they feel about it. Let them share their reasons and feelings about the case.
Starting with a simple easy-to-answer question can help ease the potential client into the conversation while letting you confirm important details.
While watching a political debate, Juan notices that one candidate sounds more nervous than the other. Juan also notices that this particular candidate looks sad, and Juan interprets this to mean that the candidate feels defeated. Juan is engaged in which type of processing?
Darlene was able to give a description of suspect immediately after she witnessed a crime, but the trial proceedings took a year to begin. Darlene did not remember as much a year later. This variable is a (n)
Stage 1: Acquiring and nurturing leads. The client intake process begins whenever you capture a “lead,” otherwise referred to in the legal industry as a “potential new client.”. Leads might come via referrals, advertising campaigns, website traffic, or a variety of other channels. They might call your office, send you an email, ...
The client intake process begins whenever you capture a “lead,” otherwise referred to in the legal industry as a “potential new client.”
At most firms, the stages of the client intake process would be similar to the following: 1 Lead acquisition and nurturing 2 Scheduling and conducting consultations 3 Collecting and storing information 4 Drafting and signing a fee agreement
Once you’ve acquired a lead and started to build their trust, the next major milestone in the intake process for most firms is scheduling an initial consultation.
Clearly defining key stages of the intake process at your firm makes it easier to identify bottlenecks and inefficiencies, so that you can improve the process .
In order to avoid wasting an attorney’s valuable time meeting, you should do your best to screen out these people early in the process.
The information collection process usually begins right when a new lead comes in , and it continues in a variety of ways before, during, and after the consultation.
Evaluating the client's reasons for seeking multiple attorneys' counsel before committing can tell you more about their expectations, perceptions and understanding of taking legal action. The client's response can also tell you why they're pursuing the case and how serious they are about proceeding.
Knowing what the client expects after trial, case closure or mediation allows you to form your plan of action for collecting and documenting information and representing someone in the court of law. By learning about a client's desired outcomes, you can better determine if your legal services can help them accomplish their goal.
Client intake interview questions are part of a screening process lawyers, attorneys and paralegals use to evaluate potential clients. Private attorneys, corporate attorneys and attorneys working in law firms often use intake questions to learn more about a client's case, goals and desired outcomes. Typically, lawyers ask intake questions to gather additional information, documentation and witness accounts that help them determine the feasibility of achieving a client's desired outcome.
For instance, a family lawyer may suggest a client seek a litigation attorney if their intake interview helps them determine the family lawyer's services are unsuitable for the case. Therefore, asking intake questions before accepting new cases can help you evaluate how your services can fit clients' needs.
During this intake process, many attorneys ask interview questions that give them more insight into a potential client's case. If you're streamlining your client intake process, consider conducting client interviews to help you learn more about potential cases. In this article, we discuss what client intake interview questions are, why they're essential during the intake process and what questions you can ask to better assess new cases.
Listening to clients' concerns about their cases and understanding what worries them can help you plan more effective approaches for serving their needs. For example, a client may have concerns about court proceedings. Understanding these worries can help you provide additional counsel to help calm them and allay their worry. Clients' answers can also tell you how to proceed with budgeting and whether they may require financial assistance.
Using the client interview before accepting new cases is essential because it allows you to better understand how you can help potential clients and whether your law services are suitable for their specific needs. Consider several more benefits of using intake interview questions to evaluate potential cases:
The goal is to listen carefully, soliciting as much information as the client has to offer. Client interviews are best conducted face to face, at the client’s location, or on comfortable neutral ground. If an in-person interview isn’t practical, a phone interview can work.
Client interviews are essential to nurturing relationships. Without client interviews, you may not know when a relationship is faltering. Conventional wisdom suggests that where a problem existed but is addressed and recovered from, the relationship is stronger than if no problem had occurred. Client interviews will alert you when ...
Have the relationship partner send a letter to the client (or call the client) to ask them to participate and to let the client know someone will contact him or her to schedule a time to meet (if the relationship partner is not conducting the interview).
The only way to find out what your clients think of you is to ask them. Follow these steps for conducting effective client interviews.
About 45 minutes is an optimal length for the meeting but defer to the client. If they say they can only spare 15 minutes, accommodate their schedule. Occasionally, a client will talk for quite a bit longer, so be careful not to schedule back-to-back interviews with insufficient time to make notes or to get to the next meeting.
When you are done, thank the client for their willingness to spend their important time talking with you and for their frankness. Don’t forget to follow up with a handwritten personal note.
If there is more than one key individual to interview, try to interview them separately, one at a time, rather than in a group. You’ll learn more this way.
While the exact questions you’ll ask should be customized to each potential client’s specific situation, these lawyer-client interview questions are a good starting point:
If you want to perfect your process, the key is to prepare with the right lawyer-client interview questions—and truly listen to their answers. By asking questions at the start, you’ll get a better idea of what your client expects from you (whether you move forward or not). This way, your potential client will start their journey with your firm feeling heard, which is key to a great client-centered experience. Will you be hiring at your firm? Here are some examples of law firm questions for interview subjects.
Conduct a thoughtful pre-screen and conflict check 1 Pre-screen: Before you book the interview, have a set pre-screening process. Ask for basic information (for example, via an intake questionnaire) to help you decide if the client may (or may not) be a fit for your firm. You can make this process simpler for the client by using an online intake forms tool, like Clio Grow. 2 Conflict check: You’ll also want to do a conflict check before proceeding to ensure there are no conflicts of interest or other reasons that will prevent you from working with someone. Here again, an online intake tool can make this easier for you and the client. Clio Grow, for example, can be part of a robust conflict check process.
Once you’ve reviewed the client’s file, prepare your questions for the client, and take some time to anticipate questions that the client may have for you. We’ll discuss more on what answers (for clients) lawyers should prep for before the interview below.
As our guide to client intake for law firms explains, an important part of an effective client intake process is to take steps to ensure that a potential client is a good fit before moving forward. Not every legal issue will be a good fit for you, your practice area, workload, and firm size. But that’s normal.
To put the client’s experience first, you need to know why the client is pursuing a matter, how serious they are about taking it on, and how they feel about it. Let them share their reasons and feelings about the case.
Starting with a simple easy-to-answer question can help ease the potential client into the conversation while letting you confirm important details.