By Jim Calloway

Precise and accurate communications are critical in the attorney-client relationship because they form the foundation of trust and understanding, helping clients comprehend the legal advice given and the implications of their decisions. This clarity prevents misunderstandings and misinterpretations that could potentially cause problems.

In the October 2024 Oklahoma Bar Journal, I wrote Tips on Improving Listening Skills for Lawyers. Now let’s discuss a brief framework to improve our outgoing communications.

• When communicating with clients, lawyers must remain aware of the anxiety some clients may be experiencing due to their legal issues. Depending on the matter, clients may feel overwhelmed, confused or vulnerable. Remember that an immediate benefit from an individual hiring a lawyer is the peace of mind that someone who can help is on their side. Always try to create a supportive environment where clients feel heard and understood.
• Lawyers should strive to simplify complex legal jargon, breaking it down into manageable and understandable pieces of information. This helps in reducing the client’s anxiety and enables them to make informed decisions.
• Establishing and maintaining trust requires consistent, transparent and honest communication. Lawyers should plan client communication strategies in the same way they plan litigation. Set client expectations early as to how matters will move forward and update the clients regularly. If there are months ahead when there may be little activity, inform the clients proactively.
• Regularly asking for feedback from clients about their experience of communication with the firm can provide valuable insights into areas that might need improvement.

Positive communication practices increase client satisfaction. This is beneficial for the law firm in many ways, including repeat business and referrals. In an ever-evolving legal landscape, the ability to communicate effectively and empathetically remains a cornerstone of exceptional legal service.