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COPING UP

WITH DIFFICULT
SITUATIONS
Group 4
Dapulaza, Alfredo, Jr.
Magracia, Jheriza
Sabado, Godofredo
Radovan, Vyn
I. DEALING WITH
RELUCTANCE

Reluctance is the willingness to provide full


information in particular case or situation
Reluctance comes in TWO WAYS

1. The topic may be discomforting for


the client

2. Observations of the clients


demeanor may indicate reluctance
Technique in handling
client reluctance
1. Ignore it or postpone it.

2. Employ a motivational statement

3. Stress confidentiality

4. Change the question pattern.


II. HOW TO DEAL
WITH FABRICATION

Fabrication is the giving of false information and


withholding of information.
Techniques for handling
fabrication
1. Build general rapport

2. Topic avoidance

3. Disclosure

4. Confrontation
Two kinds of confrontation
1. DIRECT
- involves express statement of the
lawyers disbelief.

2. INDIRECT
- takes place when you look at your
client in the eyes and suggest that he
or she is telling a lie.
4 Techniques in Direct
Confrontation

1. Lawyer request for clarification

2. Confrontation through the medium


of a third person

3. Silence

4. Direct confrontation
III. THE CLIENT WHO
SAYS TOO MUCH
(DIGRESSING)

Digresses or Rambles is a person who verbose is


usually unwilling to stay with the designated topic.
Three approaches in handling
digression
1. Empathize with whatever concern
the client raises in the rambling
response and then return to
inquiring about the designated topic.
2. Employ motivational statement
which explicitly points out that the
lawyer is asking about one subject
and the client is replying about
another.
3. Break eye contact
IV. TOO LITTE
TALKING
Techniques/How to handle
1. Use open questions

2. Explain the purpose of the question


to the client

3. Indirectly try to find out what is


wrong

4. Use a series of closed questions


V. DEALING WITH
CONFLICT AND
AGRESSION
FORMS
1. Sarcastic or trying to belittle your
efforts

2. Being dismissive of your questions


or suggestions or showing
impatience

3. Domineering client
HOW TO HANDLE
1. Stay calm

2. Check your non-verbal communication

3. Speak with confidence

4. Keep your tone of voice even and low


and speak slowly

5. Do not allow yourself to respond to


personal attacks or verbal abuse.
VI. DEALING WITH
HIGHLY DISTRESSED
CLIENTS
1. Do not deny the feeling of the
client.

2. Empathize with the stress and


show that you are prepared to
allow time to recover.

3. That the client tries to write


down a few facts later, during
the next meeting.
VII. CLIENT IS NOT
LISTENING
1. Relatively inexperienced or he
has just passed the bar exams.

2. Lawyers advice conflict with


the client wants to do in a
particular course of action.

3. Not happy with your advice.


HOW TO REDUCE
TENSION IN AN
INTERVIEW
1. MIRROR

While you are talking to your client,


copy or mirror the gestures.
2. PACE
This takes place when you tune in to
the rate of breathing and eye blinking.
3. LEAD
Once you have successfully paced
your movement, your client will
subconsciously follow you.
THE END!

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