M2 - Learner Manual

4.8. Respond to client questions with accuracy and clarity

The legal system may be complex, so it is important to provide advice and information to the client that is in plain language, that is easy to understand. This is to assist clients who may have less of an understanding of, or exposure to, the legal justice system. It is necessary for the lawyer to provide clear explanations to any questions asked by the client. Repeating important aspects of advice given to the client may be beneficial or providing information or advice in writing may also assist.

It is important to take the time to allow the client to ask questions. It is important to convey information clearly. If the client does not understand information or does not have the opportunity to ask questions to clarify matters, the information is of little value to them. Listening to a client’s question is a window into understand whether they understand the information provided. Answering a client’s questions clearly is not only helpful and necessary to provide appropriate assistance, it’s also a way of demonstrating to the client that you care about their needs which assists with building rapport and trust.