Interview preparation and conduct - Rapport building and cli...

Learning Outcomes

This article covers interview preparation and conduct, including:

• Preparing for client interviews with a clear plan and defined objectives
• Structuring the interview stages—opening, information-gathering, advice, and conclusion
• Building rapport quickly through verbal and non‑verbal techniques and respectful tone
• Delivering consistent, professional client care aligned with ethical and regulatory duties
• Using active listening, summarising, and accurate notes to confirm understanding and instructions
• Explaining law and procedure in plain English; setting and managing expectations on options, risks, timescales and costs
• Asking open questions, funnelling to specifics, and probing ambiguities without leading
• Addressing confidentiality in practical terms, including privilege and key statutory exceptions
• Adjusting approach for vulnerable, anxious, angry or reluctant clients to maintain control and trust
• Managing the interview environment and interruptions to support concentration and client comfort
• Clarifying decision ownership while giving clear, practical opinions to guide choices
• Concluding meetings with agreed actions, realistic deadlines, contact arrangements, and written follow‑up

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. This article covers the following aspects of the syllabus:

• understanding the key stages and aims of a client interview
• applying methods and techniques for building rapport and trust
• complying with professional and ethical obligations relating to client care, including confidentiality and clear communication
• adjusting communication to suit different types of clients and interview scenarios
• identifying and managing common barriers to communication during an interview
• planning questions and topic areas, using open questions and funnelling to elicit detail
• managing the interview environment and interruptions to support listening and concentration
• taking accurate notes and summarising to check understanding and confirm instructions
• explaining options, risks, costs, timescales, and service standards in plain English
• concluding with agreed next steps, action plans, and follow-up arrangements
• explaining confidentiality and its limits (including legal professional privilege and anti–money laundering obligations)
• working sensitively with vulnerable, anxious, angry or reluctant clients while maintaining control and professionalism

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.

1. In a first meeting with a lay client, which non-verbal behaviours most reliably help to build initial rapport?
2. Name two key features of client care that must be addressed at the end of every interview.
3. True or false? All legal advice must be delivered using technical legal language to ensure precision.
4. 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. Treat the interview as a live event: attention, listening and flexibility are essential throughout. You will plan a clear structure with aims for each stage, adjust your approach to the client’s needs, and integrate legal analysis with careful factual enquiry before advising. The outcome you seek is a client who understands their position, options and next steps, and who leaves feeling respected and supported.

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.

A practical approach to preparation includes analysing the brief to spot missing or ambiguous facts and planning topic areas for questioning. Identify any conflicts or uncertainties in the instructions and decide what you need from the client to clarify them. Draw up simple chronologies and, where relevant, sketch plans of locations; these aids help you and your client place events in context and recall specifics accurately. Evaluate the legal framework and start to weigh strengths and weaknesses so you can plan how to explore them, but reserve firm conclusions until you have taken full instructions. Alongside legal options (e.g., settlement, ADR, plea decisions in crime), consider non-legal consequences important to the client such as time pressure, reputational issues or practical disruption.

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:

1. Opening — Greet the client, introduce yourself, and establish a professional yet approachable manner. Explain the purpose and structure of the meeting, confirm confidentiality in realistic terms, and invite the client to speak. Check how they prefer to be addressed and whether they have immediate concerns they wish to raise. Set ground rules gently (for example, that you will ask questions before advising) and make sure the environment is comfortable and free from distractions.

2. Information Gathering — Use planned topic areas and open questions to obtain facts and understand the client’s concerns. Listen actively, take a contemporaneous note, and check for understanding by summarising periodically. Use funnelling to move from broad to specific questions; avoid rigid checklists that can prevent you from following up cues. Where facts are unclear or conflicting, explain why you need to probe, test answers objectively, and, if appropriate, put the other side’s case to assess how the client might respond. If documents, maps or photographs are relevant, use them sparingly to focus attention then remove them from view to minimise distraction.

3. Advice and Information — Advise only after collecting sufficient information, using language appropriate to the client. Explain the law and procedure in plain English, set out options, and discuss risks, costs and timescales. Be practical and specific (avoid vague phrases such as “in the near future”); ensure the client knows the decision is theirs, even if you express a clear opinion. Manage expectations by distinguishing what can be decided now and what requires further information or research.

4. Conclusion — Summarise next steps, confirm decisions and instructions, and explain how the client can contact you further. Agree any action plan, target dates and responsibilities (yours, the client’s, and any third parties). Invite questions and check comprehension. Record the outcomes and any outstanding information required; explain that you will confirm key points in writing, including costs and complaints information.

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.

Start by allowing the client to “have their say.” If they have prepared a narrative, listen without interruption and acknowledge emotions appropriately. People arriving for legal advice may be anxious, frustrated or defensive; a calm, respectful tone and attentive posture help to lower barriers. Rapport is a two-way process: you may work with clients whose views differ from yours. Keep professional detachment, remain non‑judgemental, and demonstrate steady support for the client’s objectives within the law.

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).
• Explain why you will ask questions before advising and invite the client to ask for repetition or rephrasing if needed.
• Reassure the client about confidentiality and its practical effect on what they tell you.
• Periodically thank the client for their assistance and explain how their answers help you to progress the matter.

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. Use plain English, prefer active voice where possible, and be specific. For example, say “I will call you by Friday 4 pm with an update” rather than “I will contact you in the near future.” When explaining law or procedure, break information into digestible steps and then relate it to the client’s situation. Avoid long, complex sentences with multiple subordinate clauses; they burden memory and undermine clarity.

If you refer to documents, define their nature and status briefly before discussing contents. When the client reads, give time and silence; then check comprehension with a tactful question. Finally, avoid legalese and archaic terms that hinder understanding. Replace words such as “herewith,” “aforesaid,” and “heretofore” with everyday equivalents.

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. Allow them to give their initial account uninterrupted, then summarise in neutral terms to check understanding before asking more focused questions.

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. Good practice is to follow up with a written summary that confirms advice, actions, service standards (how and when you will communicate), a realistic cost estimate, and the firm’s complaints procedure including the Legal Ombudsman’s details. Where work will proceed, include terms of business or refer to them and invite the client to ask questions about anything they do not understand.

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. If appropriate, provide a short written outline of options, next steps and timeframes, and agree a time for follow-up to revisit any concerns.

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.
• Avoid physical contact beyond appropriate greetings; offer tissues or water and time to regain composure.

Signs of stress may range from anger to visible distress. When anger surfaces, keep your tone even, do not personalise criticism, and avoid being drawn into recriminations. When distress is severe, acknowledge the difficulty, give time for recovery, and avoid requiring important decisions until the client has calmed. Where safety or welfare is a concern, consider whether to adjourn, involve a suitable support person, or reschedule.

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. Summarise the immediate options and how they address the client’s priorities, then check whether they feel able to continue.

Worked Example 1.4

Scenario: A client is reluctant to disclose sensitive personal details you believe are directly relevant. How do you encourage cooperation without damaging rapport?

Answer:
Explain why the specific information is needed and how it will be used to protect their interests. Acknowledge the intrusiveness of the question, reassure them of confidentiality, and keep a neutral tone. Ask concise, focused questions and avoid leading. If they volunteer information slowly, let them complete their account. Seek express permission before using the sensitive information in correspondence or court documents, and note their decision.

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.

Be prepared to describe confidentiality in practical terms: you will not share the client’s information outside the team without their consent, unless the law requires it. In contentious matters, legal professional privilege protects communications made for the purpose of obtaining or giving legal advice or for litigation. In non-contentious transactional work within the regulated sector (for example, some tax or real property transactions), anti–money laundering duties can require disclosure where you know or suspect money laundering. As of 2025, the Proceeds of Crime Act 2002 and the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (as amended) govern these obligations. Litigation and its consensual resolution are generally outside the regulated sector; legal professional privilege remains fundamental, consistent with Bowman v Fels. If you suspect criminal property in a regulated matter, seek supervision promptly and consider whether a suspicious activity report (SAR) is required; avoid tipping off. Explain only what is necessary to the client and do not prejudice any investigation.

Other ethical points to cover as needed include conflicts of interest, competence to act (especially with vulnerable clients), and clear records of instructions. If you are uncertain about an ethical issue during the interview, explain that you will research the point and revert promptly with an answer; do not guess.

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. Translate this into a simple action plan: who will do what, by when, and how progress will be monitored. Note any contingencies (for example, if a document cannot be obtained by a deadline, what interim step will be taken), and agree a follow-up date. Seek permission to send a written confirmation covering advice, next steps, costs and complaints information, and then send it promptly. Keep your notes clear, accurate and accessible, and store them securely.

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
• Allowing the client to “have their say” and establishing trust with clear, realistic explanations of confidentiality
• Adjusting communication style for different clients and types of interviews, and using plain English
• Planning topic areas and questions; using open questions and funnelling to elicit detailed, accurate information
• Managing the interview environment, interruptions and documents to reduce distractions
• Taking accurate contemporaneous notes; summarising to check understanding and confirm instructions
• Providing clear, professional client care at all stages, including explaining confidentiality, costs, service standards and complaints
• Managing challenging behaviours and emotions while maintaining control and professionalism
• Explaining options, risks, and timescales; making clear that final decisions rest with the client
• Concluding with agreed actions, realistic deadlines, and clear contact arrangements; following up in writing

Key Terms and Concepts

• client care
• rapport
• non-verbal communication
• active listening
• confidentiality