CANCELLED: Optimising Your Client Relationships
Led by Emily Morrow, an executive consultant to legal professionals, this interactive session will provide specific tools you can use to immediately excel in your daily legal work. What is a difficult client? How can you best work with such clients to obtain the best personal and professional outcomes? How can you avoid and address billing concerns? How can you optimize your profitability by enhancing your client relationships? Get all the answers here. WEB233NZA15Z
Description
Attend and earn 1 CPD hour
This comprehensive session with expert Emily Morrow will cover:
- How to have a constructive, proactive discussion with clients about billing matters to manage expectations and avoid conflict. When billing problems occur, how best to address these to preserve the professional relationship and your external reputation.
- How to clearly communicate to clients what you will be doing and how you will do it, including educating clients about options and potential outcomes and obtaining true informed consent.
- How to handle irate clients and diffuse conflict by “leaning into” a conflict, rather than avoiding it.
- Tailoring your communication style to a client’s needs including working with elderly, less sophisticated and/or clients for whom English is a second language. Speaking in plain language, utilising less jargon, listening more and telling less. Enhancing your ability to work with clients in a multi-cultural setting.
- Incorporating active and empathic listening and strategic questioning to enhance your communication style with clients and with colleagues.
Presented by Emily Morrow, Executive Consultant
Learning Objectives:
- Equip yourself with tips and traps of how to address clients’ billing concerns
- Examine how to best communicate clearly and effectively with clients
- Improve your ability to enhance client experience by incorporating strategic questioning and empathic listening skills
Presenters
Emily Morrow
As a consultant to lawyers and law firms, Emily focuses on the core capabilities lawyers need to be successful; business development, strategic planning, self-presentation/ communication skills, practice management and succession planning. She designs and facilitates retreats, coaches (one-on-one and teams), provides tailored training and conducts bespoke research projects. Emily is a frequent contributor to LawTalk and LawNews and has been the keynote speaker at numerous professional conferences for NZLS, CLANZ, ADLS, ALPMA, AWLA, CWLA, Law Plus, Lawlink, Legalwise, AALA and others. She is a regular presenter at the NZLS Stepping Up programme on the topic of “The People Dimension”.