Learning Outcomes
After reviewing this article, you will be able to prepare for client interviews with a clear plan, apply effective rapport-building techniques, and deliver demonstrably high standards of client care. You will understand essential communication skills, professional and ethical client care requirements, as well as practical steps to manage difficult or anxious clients—all assessed in the SQE2 exam.
SQE2 Syllabus
For SQE2, you are required to understand how to plan and conduct effective client interviews, focusing on communication, rapport-building and professional standards of client care. In your revision, pay close attention to:
- The key stages and aims of a client interview
- Methods and techniques for building rapport and trust
- Professional and ethical obligations relating to client care, including confidentiality and clear communication
- Adapting your communication to suit different types of clients and interview scenarios
- Identifying and managing common barriers to communication during an interview
Test Your Knowledge
Attempt these questions before reading this article. If you find some difficult or cannot remember the answers, remember to look more closely at that area during your revision.
- In a first meeting with a lay client, which non-verbal behaviours most reliably help to build initial rapport?
- Name two key features of client care that must be addressed at the end of every interview.
- True or false? All legal advice must be delivered using technical legal language to ensure precision.
- When faced with a client who is hostile or very anxious, what practical steps can you take to establish trust and maintain control of the interview?
Introduction
A well-prepared interview with a client is not just about collecting information or giving legal advice. For SQE2, you must be able to demonstrate high standards of professional conduct, build rapport quickly, and provide appropriate client care in diverse scenarios. This article explains the practical steps for preparing interviews, defines the key concepts, and highlights common pitfalls and effective remedies.
The Purpose and Preparation of the Client Interview
An effective initial interview achieves several objectives. You must:
- Identify the client’s goals and concerns
- Gather the necessary facts
- Provide information and advice in terms the client can understand
- Create confidence in your competence and professionalism
Thorough preparation involves understanding both the client and the presenting issues. Before the interview, review all available information and set clear objectives. Consider any special needs and select an appropriate environment.
Key Term: client care
The practice of addressing a client's legal, practical and emotional needs throughout your retainer, including clear information on progress, costs, and complaint procedures.
Interview Structure and Stages
A typical interview has distinct stages, each supporting rapport and client care:
- Opening — Greet the client, introduce yourself, and establish a professional yet approachable manner.
- Information Gathering — Use planned questions to obtain facts and understand the client’s concerns. Listen attentively and check for understanding.
- Advice and Information — Advise only after collecting sufficient information, using language appropriate to the client.
- Conclusion — Summarise next steps, confirm decisions and instructions, and explain how the client can contact you further.
Building Rapport and Trust
Establishing rapport is essential. Trust enables the client to communicate freely, improving the accuracy and relevance of their instructions.
Key Term: rapport
A mutual sense of trust, respect, and cooperation established between lawyer and client, usually developed in the opening moments of an interview.
Key Techniques to Build Rapport
- Greet the client with a clear introduction, smile where appropriate, and offer a seat.
- Use open, friendly body language; maintain appropriate eye contact.
- Address clients by their preferred name or title—ask if you are unsure.
- Avoid barriers, such as desks, that obstruct communication.
- Use small, sincere courtesies (e.g., offering water or checking if the client is comfortable).
Key Term: non-verbal communication
Communication that occurs without words, including facial expressions, posture, gestures, and tone, which strongly influence how messages are received.Key Term: active listening
The process of listening intently, checking understanding, and responding appropriately, which encourages clients to talk and builds trust.
Effective Communication
You must adjust your language and approach to the client's background, knowledge, and needs. Avoid legal jargon unless necessary and always check the client’s understanding. Communication is not just words; non-verbal signals convey attitude and empathy.
Worked Example 1.1
Scenario: During your opening, a nervous client avoids eye contact and responds minimally. What steps should you take to build rapport and put them at ease?
Answer:
Maintain a calm, respectful tone, keep your body language open, and avoid pressuring for immediate answers. Explicitly state that the client is welcome to pause or ask for clarification at any point. Acknowledge that the situation is stressful and reassure the client of confidentiality and your supportive role.
Managing Client Expectations and Providing Care
Professional client care is more than politeness. It includes:
- Explaining your role and the scope of the interview
- Describing the next steps and estimated timescales
- Providing cost information or directing to the appropriate resources
- Informing clients about complaint procedures
- Ensuring the client feels respected and understood
At the interview's close, confirm next steps, instructions, and method of contact; clarify any outstanding concerns.
Worked Example 1.2
Scenario: You have explained the client's legal position, but they look confused. How do you ensure they have understood your advice?
Answer:
Summarise the main points in plain language and ask the client to paraphrase their understanding. Invite questions. Check for non-verbal signals of confusion or uncertainty and address them before ending the meeting.
Dealing with Challenging Situations
Not all clients are forthcoming or calm. Barriers to effective communication—including anger, distress or reluctance—are common and require specific skills:
- Remain non-judgemental and objective.
- Allow clients time to express strong feelings before returning to relevant topics.
- Reassure of confidentiality and your neutral, professional duty.
- Where necessary, pause or take a short break.
- When clients are confused or unwilling to speak, gently explain the importance of accurate information for their own benefit.
Worked Example 1.3
Scenario: A client becomes angry during the meeting, blaming previous solicitors for poor outcomes. What should you do?
Answer:
Stay calm and avoid taking comments personally. Reassure the client you understand their frustration. Allow them to finish before steering the conversation back to the current matter. Focus on the issues you can assist with, and explain your role in clear, practical terms.
Ethics and Professional Conduct in Client Care
The duty of confidentiality must be explained, along with any exceptions (such as prevention of serious harm or as required by law). Always act within your professional code, being clear about the limits of your role and authority.
Key Term: confidentiality
The duty to keep client affairs private, subject to specific legal or ethical exceptions.
Conclusion of the Interview
Summarise the outcome and check the client’s understanding. Confirm agreed actions and explain what happens next. Offer the client the opportunity to ask further questions, and give clear contact details in case of issues.
Exam Warning
In SQE2 interviews, failing to address practical next steps or to confirm the client’s understanding of advice and decisions can result in lost marks. Always explicitly check for comprehension and agreement.
Key Point Checklist
This article has covered the following key knowledge points:
- Preparing thoroughly for client interviews, including knowing the objectives and required information
- Building rapport and trust using both verbal and non-verbal techniques
- Adjusting communication style for different clients and types of interviews
- Providing clear, professional client care at all stages, including explaining confidentiality, costs, and complaints
- Managing challenging behaviours and emotions while maintaining control and professionalism
- Ensuring clients understand advice, next steps, and how to contact you further
Key Terms and Concepts
- client care
- rapport
- non-verbal communication
- active listening
- confidentiality