Client-Centred Communication in Meetings
Lawyers show they understand the importance of addressing a specific audience by adapting their language, tone, and pace to centre the judge or jury in a courtroom. But many lawyers don’t take the opportunity to prioritize their clients through client-centred communication in meetings.
Legal outcomes and client rapport improve when you speak to clients with care. Clients who understand your advice are generally more likely to follow it. Clients also feel more respected if they can tell their understanding is your priority.
Tips for Centring Your Clients in Meeting
Remember your audience.
Does your client understand the context underpinning your advice? Are they able to follow complex language? If your client is not a legal professional, they will likely experience some difficulty understanding legal information. Try to state all important information clearly, without legal jargon. Define all legal terms or acronyms.
Be clear without being patronizing.
Communicating clearly does not mean talking down to your client. Remember that many factors may impact language comprehension or delivery. For example:
A client may be more comfortable in another language if their first language is not English.
A client may find it difficult to listen properly if they are in an emotionally charged situation.
A client may have a literacy barrier. (Remember — it can be difficult to assess a client’s literacy level. It’s best not to make assumptions based on education or finances.)
Don’t judge your client or make assumptions about their intelligence. Instead, focus on expressing yourself more clearly.
Pay attention to your client’s cues.
Are their eyes glazed over? Do they look “puzzled?” Be attentive to your client’s body language. Even if you have a lot of information to cover, communicate as though you are having a conversation, not delivering a lecture. Speak to your client, not at them.
Pause and ask your client if they understand.
Do not speak for more than 5-10 minutes without checking in with your client. Ask them: “Do you understand? Do you have questions?” Your client may not feel comfortable interrupting you, even if they feel lost or overwhelmed. Carve out opportunities for clarification.
This is also an opportunity for you — what confuses one client will likely confuse another. Instead of seeing questions as unwanted interruptions, see them as valuable feedback to improve communication with your next client.
Remember that communication is a two-way street.
Even if you express your advice in perfect plain language, the communication will still fall short if you don’t notice what your client is sharing. Be attentive to what they are saying and not saying. Your client will notice that you are listening attentively, and you will gain greater insight into their experience and concerns.