Interviewing Pro Bono Clients

Why You Should Participate

Asking the right questions in the right way can start your attorney-client relationship off on the right note and prevent unnecessary frustration. This skill is especially important when working with pro bono clients who have had limited experience with the legal system or face other barriers. 

This on-demand online course is for anyone who wants to learn more about how to master the art and science of interviewing pro bono clients. This program will teach new attorneys and seasoned professionals how to work effectively and cooperatively with their pro bono client.

What You Will Learn

You will learn the science of collecting information, including:
• Preparing properly for client interviews
• Asking your client the right kinds of questions in the right order to get the information you need

You will learn the art of collecting information, including:
• Framing your interview questions and responding to your client’s answers
• Identifying behaviors to use and avoid when interviewing clients
• Creating an environment where your client feels comfortable sharing the truth about their case

You will learn how to manage frustrations, including:
• Identifying common frustrations for pro bono clients and attorneys
• Anticipating and preventing client and attorney frustrations before they happen
• Practicing techniques for mitigating frustrations when they arise

You will learn third party basics, including:
• Identifying when a third party is covered by privilege
• Communicating the implications of a third-party presence to your client
• Controlling the interview when a third party is present

Who Should Participate

All attorneys assisting pro bono clients through representation or in clinical settings, firm pro bono coordinators and partners, corporate law department pro bono managers, law clinic students and faculty, and public interest and non-profit organization attorneys and staff would benefit from this program.

TOTAL VIDEO RUN TIME: 2 hours 11 minutes (2:11:10)

Times below are exact video durations – the time at the heading for each section is the total summed for all the sub-topics in that section.

1. The Science of Collecting Information (15:25)
   • Welcome (3:07)
   • How Do You Collect Information?: Introduction (0:59)
   • How Do You Collect Information? (NO VIDEO)
   • How Do Others Collect Information? (NO VIDEO)
   • How Much Time Do You Spend? (NO VIDEO)
   • How Much Time Do Others Spend? (NO VIDEO)
   • Asking the Right Questions to Get the Right Answers (4:48)
   • Collecting Information: Activity Introduction (1:07)
   • Collecting Information: Three Approaches (1:37)
   • Collecting Information: Select an Approach (NO VIDEO)
   • Collecting Information: What Others Think (NO VIDEO)
   • Asking the Right Questions in the Right Order (2:35)
   • Wrap-Up (1:12)

2. The Art of Collecting Information (18:38)
   • Asking the Right Questions in the Right Way (0:38)
   • How Do You Feel When…? (NO VIDEO)
   • How Others Feel (NO VIDEO)
   • Disability: Scenario Introduction (0:46)
   • Disability: The Scenario (4:39)
   • Disability: Rate the Attorney (NO VIDEO)
   • Disability: What Others Think (NO VIDEO)
   • Adapting the Plan (9:52)
   • Your Listening Skills (0:21)
   • What Do You Do…? (NO VIDEO)
   • What Others Do (NO VIDEO)
   • Wrap-Up (2:22)

3. Managing Frustrations (31:40)
   • Frustrations (0:52)
   • Divorcing Dad: The Scenario Begins (2:24)
   • Identifying Frustrations (2:24)
   • Attorney and Client Frustrations (1:14)
   • Name Your Frustrations (0:44)
   • Preventing Frustrations (4:49)
   • Divorcing Dad: The Scenario Continues (1:23)
   • Preventing Frustrations: Feedback (5:58)
   • Managing Frustrations (2:22)
   • Managing Frustrations: Two Approaches (1:44)
   • Managing Frustrations: Select an Approach (NO VIDEO)
   • Managing Frustrations: What Others Think (NO VIDEO)
   • Managing Frustrations: What the Expert Thinks (4:58)
   • Divorcing Dad: The Approach in Action (1:54)
   • Wrap-Up (0:54)

4. Third Parties (30:29)
   • Third-Party Basics (5:05)
   • Third Parties and Interpreters (4:20)
   • The Interpreter: The Scenario (2:53)
   • The Interpreter: Rate the Attorney (NO VIDEO)
   • The Interpreter: What Others Think (NO VIDEO)
   • The Interpreter: Feedback (2:56)
   • What Do You Think about Third Parties in Interviews? (0:14)
   • Your Thoughts on Third Parties in Interviews (NO VIDEO)
   • Others’ Thoughts on Third Parties in Interviews (NO VIDEO)
   • Third Parties in Interviews (2:35)
   • Benefits for Baby: Introduction (0:42)
   • Benefits for Baby: The Scenario (2:35)
   • Benefits for Baby: Rate the Attorney (NO VIDEO)
   • Benefits for Baby: What Others Think (NO VIDEO)
   • Benefits for Baby: Feedback (1:58)
   • Benefits for Baby: A Different Approach (5:03)
   • Wrap-Up (2:08)

5. Capstone Activity (30:40)
   • Capstone Activity: Introduction (1:04)
   • Repossessed: Capstone Scenario (5:30)
   • Repossessed: Compare Your Answers (5:30)
   • Repossessed: Feedback (1:46)
   • Last Paycheck: Capstone Scenario (2:08)
   • Last Paycheck: Compare Your Answers (2:08)
   • Last Paycheck: Feedback (1:56)
   • Eviction: Capstone Scenario (4:21)
   • Eviction: Compare Your Answers (4:21)
   • Eviction: Feedback (1:56)

6. Wrap-Up (4:18)

• Summary (4:18)

Total Estimated Time to complete this Program: 2 hours 31 Minutes

 Overview

Asking the right questions in the right way can start your attorney-client relationship off on the right note and prevent unnecessary frustration. This skill is especially important when working with pro bono clients who have had limited experience with the legal system or face other barriers. 

Why you should participate

This on-demand online course is for anyone who wants to learn more about how to master the art and science of interviewing pro bono clients. This program will teach new attorneys and seasoned professionals how to work effectively and cooperatively with their pro bono client.

What You Will Learn

After completing this program, participants will be able to:

• Prepare for client interviews
• Ask clients the right kinds of questions in the right order to get needed information
• Frame interview questions and respond to client’s answers
• Identify behaviors to use and avoid when interviewing clients
• Create an environment where clients feel comfortable sharing the truth about their case
•  Identify common frustrations for pro bono clients and attorneys
•  Anticipate and prevent client and attorney frustrations before they happen
•  Mitigate frustrations when they arise
•  Recognize when a third party is covered by privilege
•  Communicate the implications of a third-party presence to clients
•  Control an interview when a third party is present
  
  

Special features

 
This program is from PLI's Interactive Learning Center. It offers a high level of participant engagement and requires more program interactions than a traditional program.

Who Should Attend

 
All attorneys assisting pro bono clients through representation or in clinical settings, firm pro bono coordinators and partners, corporate law department pro bono managers, law clinic students and faculty, and public interest and non-profit organization attorneys and staff would benefit from this program.

Timed Agenda

 
1. The Science of Collecting Information (15:25 Minutes)
2. The Art of Collecting Information (18:38 Minutes)
3. Managing Frustrations (31:40 Minutes)
4. Third Parties (30:29 Minutes)
5. Capstone Activity (30:40 Minutes)
6. Wrap-Up (4:18 Minutes)
7. Summary (4:18 Minutes)

Total Estimated Time to complete this Program: 2 hours 31 minutes

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