Skills

Managing difficult clients

Family work is demanding in many ways that have nothing to do with the complexity of the black letter law. By the nature of their circumstances, the family client is upset, distracted and often being driven by emotional responses rather than logical ones. However, in the caseload of every family lawyer, there may be clients that seem hard to manage above all others. Recognising such clients and tailoring an approach to them can save the lawyer from unnecessary complaints and the client from unnecessary cost.

Setting the scene with all clients at the outset of a case can help keep expectations at a manageable level, for example:

1. •

   dealing with the client calmly, with a determined focus on the issues that are legal, will ensure that all information is gathered at the outset

2. •

   initial instructions should be taken on a pro forma, which will help the solicitor focus on gathering full instructions, and

3. •

   it pays to ensure that the case is recognised