Sunday, November 1, 2015

It’s Not Just What You Ask, It’s How

How you ask a question of a witness is every bit as important as the subject matter of the question, for the simple reason that the way you ask your question can greatly influence the response.

Choose words that presuppose the response you want to hear. For example, asking "How long did that go on?" will usually prompt a very different response than "How soon was it resolved?" “How long” implies the situation went on for quite some time. “How soon” implies the situation was resolved fairly quickly. "How many people were involved?" implies many people were involved. "Who else was involved?" implies just a few people were involved.
Other common examples are: "How fast was the car going?" (suggests high speed). "At what speed was the car traveling?" (suggests more moderate speed). "How far was the intersection?" (suggests the intersection was far away). "How near was the intersection?" (suggests the intersection was close by).  

As you craft your direct and cross questions, once you’ve got down the information you’re after, hone your questions so the words you use encourage and support the answers you want.

Second Edition of Connecting With Your Client Now Available Through the ABA and Amazon

The just released second edition of Dr. Noelle Nelson’s Connecting With Your Client (2015, ABA Publishing) gives attorneys the most up-to-date communication and persuasive tools needed to achieve greater client satisfaction.

The book contains updated information on:
  • Effectively communicating using the latest technology
  • Creating rapport that builds your client's trust and confidence
  • Communicating billing and other case management issues in ways that support good client-lawyer relations
  • Training your associates, legal assistants and support staff to adopt the appropriate attitude toward clients
  • Step-by-step exercises that can help defuse uncomfortable situations
Connecting With Your Client includes discussion on how to maintain control over difficult situations and clients, as well as professional solutions drawn from real-life, real-case experiences. Managing partners, executive directors and marketing directors of top-level firms contribute their perspective and share their solutions for attaining client satisfaction and cooperation.
Connecting With Your Client is available at Shop ABA, Amazon or call by 800-285-2221. It is available in print and as an e-book.

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