Legal Assistant Mock Interview
Master 30 Legal Assistant interview questions covering case management, legal terminology, and client confidentiality.
Question 28 of 30
Tell us about a time you had to handle a difficult client.
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
When you answer this question, you should be prepared with an example of a time when you had a difficult client. Be sure to tell the interviewer about the positive outcome and any feedback you received from a supervisor.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I had a situation with a very difficult client just last week. We were handling his very complicated divorce and he was on edge. The client began to yell at me on the phone, demanding that he speak with his lawyer that moment. I was able to calm him down by simply listening and saying things like 'I understand'. I did receive positive feedback later on in regards to how well I handled that situation and the client ended up apologizing the next time he saw me."
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At my previous legal internship, I had a distraught client who was handling a complicated divorce. She was scared for her safety and kept calling me repeatedly throughout the day to express her concerns. I was able to calm her down by listening and being empathetic but also was assertive that I wasn't qualified to advise on her current situation and that she should contact the police instead. My previous employer commended me for my professional conduct and said that the client had given highly positive feedback.
Lauren's Feedback
You have provided a great example for the interviewer. You are calm under pressure, and remain proactive versus reactive when faced with challenging clients. I assisted with some supplemental language. See below.
At my previous legal internship, I assisted a client who was distraught during a complicated divorce. She feared for her safety and reached out to me several times a day to express concerns. I deescalated her calls by listening intently and nonjudgmentally while offering her practical advice and firm boundaries. I referred her to police authorities and stated that I was not qualified to provide advice on the situation. The client felt heard and assisted, resulting in positive feedback from her and my previous employer. When dealing with a difficult client, I remain proactive versus reactive; I attend to situations calmly and rationally.
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