Deck 4: Client Relations and Communication Skills

Question 1

Feedback ___________________. ​

A)inhibits or prevents the receiver from obtaining the correct message from the sender
B)refers to any situation that interferes with or distorts the message being communicated
C)is information sent in response to the sender's message
D)is the transfer of a message from a sender to a receiver
E)none of the above

Answer 1

C

Question 2

Close client interviews as soon as you can-you can always get more information later. ​

Answer 2

False

Question 3

Interviewing clients is easy, and most paralegals can do it naturally. ​

Answer 3

False

Question 4

To keep clients informed of their cases, you should ______________________. ​

A)accidentally run into them on the street and let them know what is going on with their cases
B)do nothing; if they want to know something, they can call you
C)ignore their phone calls and take the calls only as a last resort
D)send them a short summary every couple years of what has gone on with their cases
E)none of the above

Question 5

Clients are interested in you, so share office politics with them-they will think it is interesting. ​

Question 6

Be courteous and empathetic to clients even if you are having a bad day. ​

Question 7

Communication _____________________. ​

A)inhibits or prevents the receiver from obtaining the correct message from the sender
B)refers to any situation that interferes with or distorts the message being communicated
C)is information sent in response to the sender's message
D)is the transfer of a message from a sender to a receiver
E)none of the above

Question 8

Clients should be treated ___________________________. ​

A)like a herd of cattle-get them in and get them out ​
B)as if each client were your only client
C)with respect and courtesy
D)like anyone else in the office
E)b and c

Question 9

Use legalese when talking with clients, because it will impress them. ​

Question 10

One of the most important, but often overlooked, aspects of communicating effectively is __________. ​

A)listening
B)thinking
C)talking
D)preparing your response
E)none of the above

Question 11

According to the text, which of the answers below is NOT a quality of a leader? ​

A)honest
B)respectful
C)visionary
D)acts conservatively and avoids risks
E)trustworthy

Question 12

The advantages of group decision making include ______________________. ​

A)decisions taker a shorter amount of time
B)no compromises take place, and the best decision is accepted
C)more conservative decisions are chosen
D)more accurate decisions are made than when individuals make the decision themselves
E)all of the above

Question 13

___________ occurs when the desire for group cohesiveness and consensus becomes stronger than the desire for the best possible decision. ​

A)Group decision making
B)Group cohesiveness
C)Groupthink
D)a and b
E)none of the above

Question 14

_______________ is the technique of telling the sender your understanding of the conversation. ​

A)Listening
B)Communication barrier
C)Rephrasing
D)Noise
E)None of the above

Question 15

Professionals, such as paralegals, spend about 20% of their time communicating. ​

Question 16

Noise _____________________. ​

A)inhibits or prevents the receiver from obtaining the correct message from the sender
B)refers to any situation that interferes with or distorts the message being communicated
C)is information sent in response to the sender's message ​
D)is the transfer of a message from a sender to a receiver
E)none of the above

Question 17

What are the signs of being a "lazy listener"? ​

A)daydreaming
B)preparing your response
C)thinking
D)not paying attention
E)all of the above

Question 18

Do not be judgmental when interviewing clients, because it might make them defensive. ​

Question 19

Clients can tell they are receiving good service because _______________________. ​

A)most clients have a legal background and can tell whether they are getting good legal services ​
B)the documents they receive from the firm look good, have good grammar, and have no typos
C)their phone calls are returned quickly
D)although the law firm breaks promises to them regularly, they expect this
E)b and c

Question 20

A communication barrier _____________________. ​

A)inhibits or prevents the receiver from obtaining the correct message from the sender
B)refers to any situation that interferes with or distorts the message being communicated
C)is information sent in response to the sender's message
D)is the transfer of a message from a sender to a receiver
E)none of the above

Question 21

Discuss what characteristics are important in order to be a good leader. ​

Question 23

Name five strategies for fostering positive relationships with clients. ​

Question 24

List 5 of  the 10 commandments of good listening. ​

Question 25

List four barriers to communications. ​

Question 26

What is rephrasing? ​

Question 27

Based on Rule 1.4, regarding the rules of professional conduct, list at least four things an attorney must do regarding client communication. ​