How to Train your Paralegals to Improve Client Communication

At a time when digital assistants can talk, it's still a good idea to have a real-live person talk to clients.

Unfortunately, too many lawyers do not communicate enough with their clients. The "too much work, not enough time" excuse only goes so far -- especially with the State Bar.

Try this instead: Say "hello" to your paralegals and let them do the talking. Training them to communicate with clients could start here.

Say This

Paralegals can talk to clients about many things. From hand-holding to substantive matters, it's about professional interaction. Here are a few pointers:

• Listen more than talk
• Talk in plain English
• Interview for understanding
• Keep information confidential

They can relay information from a lawyer, too. For example, a paralegal can tell a client what a lawyer will do in a deposition, hearing or trial.

Not That

But paralegals cannot give legal advice. That would be practicing law without a license. Here are some examples:

• Negotiating fees for legal services
• Giving an opinion about a case
• Recommending a legal strategy
• Suggesting answers for depositions, trials, etc.

The nutshell is, paralegals should not tell clients what to do about the law. Legal procedures, like meeting deadlines for responses, yes; legal analysis, no.

Related Resources:

• 5 Tips for Improving Client Communications (FindLaw's Strategist)
• Tracking Client Communications in the Digital Age (FindLaw's Strategist)
• Divorce in the Age of Hiding Assets in Cryptocurrency (FindLaw's Strategist)