Dealing With Difficult Clients: Ethical Considerations for Paralegals

Agenda / Content Covered

Session Time: 2:00 PM - 4:15 PM Eastern
Break 2:50 - 3:05 PM Eastern
Presenters: Jennifer L. Hassett and Edward J. Walneck

1. Handling Clients Who Lie or Make Unreasonable Requests
   2::00 - 2:25
   1. Common Facts Clients Conceal and Why
   2. Client Lies: How to Spot Them and What to Do About It
   3. When Clients Ask for Legal Advice: Avoiding UPL
   4. When Clients Ask You to Do Something Illegal or Unethical
   5. Client Wrongdoing: Balancing Reporting and Confidentiality Obligations
2. Communicating With Difficult Clients - Tactfully and Ethically
   2:25 - 2:50
   1. Applicable Ethics Rules and Guidelines
   2. Clients With Unrealistic Expectations
   3. Know-It-All Clients
   4. Overly Involved or Needy Clients
   5. Inconsiderate Clients
   6. Absentee Clients
   7. Angry, Hostile, or Vengeful Clients
   8. Inappropriate or Rude Clients
   9. Breaking Bad News and Dealing With Upset Clients
3. Dealing With Mental Health Issues and Language Barriers
   3:05 - 3:30
   1. Handling Clients With Mental Health Issues
   2. Clients With Diminished Capacity
   3. Dealing With Language and Cultural Barriers
4. Billing, Communications, and More: Avoiding and Handling Common Client Complaints
   3:30 - 3:50
5. Avoiding and Walking Away From Difficult Clients
   3:50 - 4:15
   1. Potential Clients - Spotting Red Flags
   2. Dealing With Difficult Clients From the Start
   3. When and How to Walk Away

JENNIFER L. HASSETT is a senior paralegal for Loose Law Group, P.C. of Scottsdale, Arizona, and formerly worked as a senior paralegal and case manager for the law firm of Bellah Perez, PLLC, in Glendale, Arizona. Ms. Hassett has eleven years of legal experience, having gained extensive knowledge of family and civil litigation, court procedure, and all aspects of preparing cases for trial. Her experience includes research and drafting case pleadings, resolving chronic and contentious case issues, and case management. The firm carries a caseload of 40-60 cases in the family law and civil department, of which Ms. Hassett is part of a team, including her attorney and legal assistant. The present caseload includes consenting and complex cases for dissolution, paternity, post-decree litigation, mediation, and document preparation. Approximately one-third of those cases require a high acuity in resolving mental health, drug dependency, abuse, financial, and/or property issues. These cases often involve the Arizona Department of Child Safety, multiple law enforcement agencies, private and court-appointed professionals, and others. Ms. Hassett has two associate of arts degrees in applied natural sciences and behavioral psychology, as well as a paralegal certificate from The Center for Legal Studies. Currently, Ms. Hassett is a senior at the University of Arizona obtaining her bachelor's degree in law focusing on family law and mediation.

EDWARD J. WALNECK is an attorney with Loose Law Group, P.C., in Phoenix, Arizona. Mr. Walneck’s areas of practice include family law, civil litigation, business, and construction. He is a member and on the Board of Directors of the Coconino County Bar Association; president elect and member of the Los Abogados Hispanic Bar Association; and a member of the American Bar Association; and the State Bar of Arizona, Family Law Section. Mr. Walneck received his B.A. degree from Harvard University and his J.D. degree from the University of Arizona, Rogers College of Law.