As legal professionals, navigating the difficult waters of client distress is integral to the job, and the specific words chosen to comfort clients in these periods can be a key deciding factor in their overall well-being, as well as their perception of their legal representatives. This thought-provoking perspective was expounded recently in an article by Lisa Lang, an experienced in-house lawyer.
In conversation with her also-a-lawyer daughter about the challenging task of supporting distressed clients, Lang came to question the sincerity and validity of a phrase she often used – “I understand.” Given the idiosyncratic nature of each client’s situation, lawyers often find themselves unable to fully grasp the depth of their experience. Yet continually, they assure these clients that they understand. This, Lang argues, might inadvertently exacerbate the clients’ distress and come off as both cold and insincere.
This underlines the fine balance that lawyers must maintain. Clients typically seek practical solutions instead of sympathy or pity. Consequently, the most effective form of support might involve a combination of genuine expression of care, concern, and a willing ear.
A more empathetic approach was suggested: acknowledging the gravity of the client’s situation – “What you’re going through is horrible. How can I support you through this?” This approach underscores empathy without attempting to trivialize the client’s emotions. It also demonstrates the lawyers’ readiness to stand with their clients and assist in navigating their challenges.
Adopting an empathetic stance doesn’t just benefit clients but is also rewarding for lawyers. It helps improve client satisfaction and contributes to lawyers’ professional growth. In the end, Lang discovered that supporting clients during challenging times extends beyond legal expertise. It encompasses empathy, compassion, and genuine desire to help, and is key in strengthening the trust and understanding at the bedrock of the legal profession. Interestingly, Lang is enthusiastic about putting these insights into practice.
Let’s then, as Lisa Lang suggests, strive not just to be lawyers, but also compassionate allies to our clients in their times of need.