Key Points to Cover:

1. Understanding the Client's Perspective: Empathy and Active Listening
2. Clarity and Conciseness: Crafting Clear and Understandable Messages
3. Professionalism and Tone: Maintaining a Professional Demeanor
4. Legal and Ethical Considerations: Confidentiality, Privilege, and Professional Boundaries
5. Addressing Client Concerns: Offering Solutions and Managing Expectations
6. Documenting Communications: Importance of Record-Keeping and Documentation

Ms. Garica left a very upset message as follows:

"Hello, this is Judy Garcia. I am calling regarding my case, and I am extremely disappointed with the lack of communication from your office. I have left several messages over the past week, and I have yet to receive a call back from anyone. I hired your firm with the expectation of receiving proper representation and support, but the lack of responsiveness has left me feeling frustrated and neglected.

I understand that attorneys have busy schedules, but it is unacceptable to ignore your clients in this manner. My case is important to me, and I expect to be kept informed of any developments or updates. I need to speak with someone as soon as possible to address my concerns and clarify the next steps in my legal matter.

Please have someone from your office return my call promptly. I am eager to resolve this matter, but I cannot do so without proper communication and guidance from your team. Thank you."

She is a client of Harper Law LLC. We have filed her personal injury case, the complaint has been filed, the attorney Tina Adams has taken 3 depositions on her case, and we have a pre-trial set for December 10, 2024, at 1:00 PM at the court in Rolling Meadows, Illinois. The problem is that Attorney Tina has been in another trial with another client for the past 2 weeks and has not returned her phone calls. Tina has instructed you to write her an email and ensuing her that as soon as she is done with the present trial she will call her back and Tina has instructed you to establish yourself as the key contact until she can return from the trial.

The assignment therefore is for you to draft a letter via email to Ms. Garcia. Below is the rubic for this assignment.

Addressing the specific scenario where a client is upset due to the attorney's failure to return phone calls adds a layer of complexity to the communication process. In such cases, it is essential for the paralegal to approach the letter with empathy and understanding while also providing reassurance and a plan of action to address the client's concerns.

Acknowledging the Client's Frustration: Begin the letter by acknowledging the client's frustration and expressing empathy for the distress caused by the lack of returned phone calls. This demonstrates to the client that their concerns are being taken seriously.

Explaining Possible Reasons for the Delay: While avoiding blame, provide a brief explanation for the delay in returning phone calls. This could include the attorney's heavy workload, court appearances, or other urgent matters requiring immediate attention. Transparency about the reasons behind the delay can help alleviate the client's frustration.

Reassuring the Client of Ongoing Attention to Their Case: Assure the client that despite the delay in returning phone calls, their case is receiving ongoing attention and progress is being made. Highlight any recent developments or actions taken on their behalf to demonstrate the attorney's commitment to their case.

Offering Alternative Communication Channels: Apologize for any inconvenience caused by the lack of returned phone calls and offer alternative communication channels through which the client can reach the attorney or the paralegal directly. This could include providing an email address, scheduling an in-person meeting, or offering designated times for phone consultations.

Setting Expectations for Future Communication: Clearly outline expectations for future communication, including anticipated response times for phone calls and other inquiries. Establishing realistic timelines can help manage the client's expectations and prevent further frustration.

Encouraging Open Dialogue: Encourage the client to reach out with any further concerns or questions they may have and assure them that their feedback is valued. Emphasize the importance of maintaining open lines of communication to ensure their needs are being met effectively.

Closing on a Positive Note: Conclude the letter on a positive and reassuring note, expressing gratitude for the client's patience and understanding during this time. Reinforce the attorney's commitment to advocating for their best interests and achieving a favorable outcome in their case.

By addressing the client's concerns in a thoughtful and proactive manner, the paralegal can help alleviate their frustration and rebuild trust in the attorney-client relationship. Effective communication is key to resolving misunderstandings and maintaining positive client rapport, even in challenging situations.