Interviewing Clients: Tips for Law Students & Legal Services Professionals
If you are a staff attorney/law clerk/intern for a legal services organization or public interest law firm, you know that interviewing clients is an important part of what you do. It’s a critical skill that can always use honing.
I came across a great interviewing tip sheet focused on interviewing low-income clients in my inbox and thought it could be helpful for you!
Here are a few of the highlights:
1. Be Prepared
Have copies of all forms your client may need to fill out or take home with them. Find out ahead of time whether they anticipate coming to the office with anyone and make adjustments (ex. kids, relatives). If there are special parking arrangements, make sure you let the client know.
2. Introductions
Start with small talk. This may be the first time your client is in a law office and a) may be nervous and b) may not know what’s going to happen next. Also, depending on your practice area, the client’s issues may be emotionally trying for them — so ease them into it.
3. Lay out the Agenda
First, explain your role in his or her case (direct representation, no relationship just yet, intern, etc.). Next, give the client a roadmap of how the meeting will go so they know what to expect — you’ll ask them to tell you why he or she came in, explain that you’ll occasionally jot down notes, you’ll interrupt him or her with more specific questions, etc. Also, talk about confidentiality.
4. Start with open-ended questions.
This allows you to get a lot of information right at the beginning and you can choose what issues to focus on next.
5. Listen!
Actively listen. Give the clients nonverbal and verbal cues that you’re listening and you understand what they’re saying.
6. Follow-up.
Make sure you clarify any lingering issues. You want a full picture of what’s going on.
7. Summarize.
Before you let the client go, summarize the information they’ve given you to make sure you’ve gotten the whole story.
8. Is there anything else?
Ask this question. Always. You never know.
9. Future Communication
Talk to the client about how you will communicate with them — email, phone, work phone, etc. Also, set up your next date, time and place for next contact.
For more helpful tips about interviewing, check out this great slideshow from the Legal Aid Association of California.
What are your tried-and-true interviewing tips?
