In the past few weeks I have given speeches on attorney-client communication to the Texas Women Lawyers and the Corporate Counsel Section of the Houston Bar.  Each time, a lawyer in the audience has asked what to do when a client just won’t answer the lawyer’s questions. 

It’s true that when a client won’t answer his/her lawyer’s questions, the client may be trying to hide something.  However, far more often, the attorney and client are just not communicating well:  the attorney and client may have very different communication styles, and as a result, the questions and answers are being lost in the communication divide.

People absorb information through three different learning methods: auditory, kinesthetic and visual.  Although we all use all three styles at different times, each person typically has one favored or primary style.  If you don’t know yours, grab a copy of Instant Rapport and take its test to discover your primary learning style. 

The book will also give you clues into determining another person’s style. For example, if your client frequently says things like, “I hear you,” that may be a clue that he/she is highly auditory; conversely, a client who often says “I see your point” may be very visual.  Kinesthetic people are very physical and can often be spotted fingering their clothing; if they enter your office and immediately grab and play with your deal toys, that’s another clue that they are highly kinesthetic.

 If you are not communicating well with a particular client, tap into another method of communication.  For example, if the client is:

VISUAL:  present questions/information in a visually stimulating way, such as with lots of pictures and other engaging images

AUDITORY:  tell the client the information or ask questions verbally; leave voicemails rather than sending emails; vary your pitch and tone so that your voice is interesting to listen to; incorporate other auditory learning tools when appropriate, e.g. recordings of speeches sharing key information

KINESTHETIC:  include physical touch and movement in your questions/information sharing sessions; use markers and a whiteboard for problem solving, and invite the client to participate; hand the client relevant objects to handle when discussing issues, e.g. models of company products or other relevant objects

There are other tools to help attorneys and clients communicate better and bridge the communication gap.  Check back for posts on communicating with clients who may have ADD, difficult/argumentative clients and related topics.