3D. Dealing with Difficult Clients

The following points are intended to facilitate a discussion about how to deal with “difficult” clients.

  1. Discuss why lawyers should be concerned about difficult clients.
  2. Share with the new lawyer an example of a difficult client you had, how you handled him or her, how the difficult relationship affected the representation, what you might have done differently, etc.
  3. Identify characteristics of difficult clients of which the New lawyer should be aware at the earliest contacts with the potential client, as well as how to factor that into accepting the potential representation.
  4. Identify client behaviors that occur during representation which indicate your client is angry or dissatisfied. Provide suggestions of the best and most professional ways to address the client and handle their anger.
  5. Review and discuss the following:
  6. NOELLE C. NELSON, CONNECTING WITH YOUR CLIENT at 69-87 (1996); Carole Curtis, Dealing with the Difficult Client, http://practicepro.ca/practice/pdf/DealingDifficultClientCaroleCurtis.pdf
  7. Illinois State Bar Association and ISBA Mutual Insurance Company, New lawyer Survival Guide: Advice from the Trenches on How to Live Your Life in the Law, 2003.
  8. Discuss the importance of talking to a client as early as possible about realistic expectations of the representation, the scope of the representation, and the fee arrangement. Explain how discussing these (and other) issues can help to prevent misunderstandings and disagreement in your attorney-client relationship.

© 2007 and 2011 Revised Edition by Illinois Supreme Court Commission on Professionalism