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You know the law, but do you know your client?

Published:
24 Mar 2024
News

Wenee Yap

Legal Features Writer for the College of Law
You know the law, but do you know your client?

Obtaining clear instructions from your client may seem like a straightforward requirement as a lawyer. After all, a lawyer’s role is to understand a client’s situation, provide advice informed by their knowledge of the law, and present a range of options from which clients may choose to act. However, this can be easier said than done if a client is in a fraught emotional state (and if they are seeing a lawyer this may be the case) or if there are differences in culture. Both scenarios can lead to inadvertent misunderstandings.

Special Counsel Olamide Kowalik knows this all too well. As part of the Springwood-based Revolution Law team, Olamide advises clients from a wide range of backgrounds. We caught up with Olamide, who is a finalist for Regional Suburban Lawyer of the Year, finalist in the Women Lawyers’ Association of Queensland Una Prentice Award and co-host of Tile and Olly Meets podcast, to explore how she navigates these issues, and how a lawyer’s duty to obtain clear instructions can look in practice.

Avoiding unnecessary legalese, showing patience and not jumping to conclusions about your client - are all part of improving client outcomes.

 

What is the ‘duty to obtain clear instructions’?  

The courts and the profession have long agreed that a significant distinction can be drawn between sophisticated and unsophisticated clients; solicitors will be expected to go to greater efforts to ensure that unsophisticated clients understand the situation and their options,” Olamide explains, quoting a Queensland Law Society resource, ‘Success Starts with Consensus and Clear Instructions.’

To discharge our duty as lawyers, Olamide argues it is imperative that greater care is taken to obtain clear instructions from a client at the outset.

This can greatly affect the quality of the advice you provide,” Olamide says. “Using legalese can often serve to throw greater distance between you and the client. Be honest - is the legalese serving your client, or your ego? Because using legalese draws you no closer to really understanding your client.”

 

Why is it so important to ‘know your client’? To understand context, culture, and values?   

If you do not know your client’s case, you cannot competently discharge your duty to act for your client,” Olamide observes. “Poor communication leads to poor representation which further disadvantages the client.”

With seven million Australians born overseas - or 27.6% of the total Australian population according to 2021 Australian Bureau of Statistics (ABS) figures - the potential for miscommunication is significant. These ABS figures also note a shift in where our newest migrants are coming from, with more new Australians coming from China, India, Vietnam, Nepal and the Philippines, alongside traditional migration from New Zealand and England. Of these, 5.8 million people report using a language other than English at home, up from 4.9 million in 2016.

Outlined in the ABS data, 3.4% of these Australians don’t speak English well or at all. Interpreters can help bridge this gap and many migrant children are familiar with playing the role of informal interpreter between their non-English speaking parents and the wider world. This includes dealing with electricity companies, internet providers and, in some cases, lawyers. But culture goes deeper than differences in language.

The client may not be able to speak or understand any English at all,” Olamide says. “They may also be illiterate and unsophisticated.”

Navigating and communicating their rights can be challenging as they have no point of reference for effective comparison.”

According to Olamide, lawyers must be able to explain the legal process to the claimant in a way they can understand.

The rule of law might be very different from where they have come from, and it may not effectively protect their rights. After all, you may be dealing with clients fleeing a war zone, dictatorship, or a general breakdown in law and order.”

It is therefore important for lawyers to ‘read the room’.

For instance, from a cultural perspective, the client might prefer a female lawyer. Conversely, culture may mean a female client cannot be alone with a male lawyer,” Olamide explains. “Sometimes a client can’t shake your hand, and this isn’t meant to be rude - it’s just a difference in cultural nuance, practice and expectation. It is important for lawyers to adapt to the situation in front of them. As a lawyer your goal is to be able to understand your client and, to do so, you need to put them at their ease.”

The dangers of failing to read the room can also be significant.

If it is clear there have been communication failures throughout the life of a claim, arising from cultural and language barriers, this might leave a lawyer open to allegations of substandard representation - which, in the worst case scenario, might amount to negligence,” Olamide says.

 

How can you ensure your client understands your instructions?   

Unconscious bias and judgement can come into play when a client does not speak English. This may fall to social conditioning and does not accurately represent the intellect of your client. A failure to understand causes frustration in whoever is trying to convey information, and an unexamined response would be to assume that this is the fault of the client receiving information.

Just because a client doesn’t speak English does not mean they’re not intelligent,” Olamide states.

  1. Find an interpreter fluent in your client’s dialect - and be patient

Addressing differences in language means more than just finding an interpreter. Much like a thick Scottish accent can feel quite foreign to other English speakers, most languages have differences in dialect, words and meaning.

It’s important to engage an appropriate interpreter,” Olamide says. “This means an interpreter well-versed in the client’s particular dialect. And where possible and available, request accredited interpreters.

Equally important is understanding that languages do not always translate smoothly from English to another language, like the native language of your client. The word or meaning for what you’re trying to convey simply might not exist.”

  1. Don’t speak too fast - it’s a second language

With this in mind, Olamide has found it can help to slow down your pace, and as much as possible, keep the message simple.

Don’t speak too fast,” Olamide advises. “Just listen to your own voice. After all, a client may be proficient in English - but it’s still a second language to them. Just as you might struggle to understand French, Spanish or Mandarin, especially when a fluent speaker is speaking fast, or using complex words, your client might struggle too."

"Avoid speaking too fast or using really long words when you can.”

This can of course be a challenge in the law, as much of the law is dense with legalese and the information by its nature is complex. Conveying it clearly and simply is a skill in itself.

  1. Sense-check your client’s understanding by asking them to relay your advice.

I would recommend having the client relay their understanding of the advice,” Olamide says. “This might help identify areas the client is not clear on, which allows the lawyer the opportunity to go over it again.

Confirm your understanding of the client instructions in writing. This allows the client to talk to someone they are comfortable with to interpret, and take the time to do so.”

Naturally, a level of patience will be required to ensure your client fully understands your advice. This is an approach which reflects best practice.

It is important to make time at the start, over and above what it would ordinarily take to obtain very detailed instructions, to clearly understand what has happened and how it has happened, to go through the claims process and to set expectations from the outset, as well as allow time for questions.”

  1. Speak plain English, not legalese

The Guideline Working with Interpreters in Queensland Courts and Tribunals noted:

Legal practitioners should use their best endeavours to use plain English to communicate clearly and coherently during court proceedings. Legal practitioners should speak at a speed and with appropriate pauses so as to facilitate the discharge by the interpreter of their duty to interpret.

Meeting these guidelines will take time and patience.

You may have to allow double the time that it would normally take, but it’s worth it to ensure you meet these guidelines and most importantly, meet the needs of your client. This is what it means to be a good lawyer and meet your duty of care,” Olamide says.

It’s also useful to understand where the client may be coming from, Olamide suggests researching their culture, or asking someone familiar with their culture.

Be aware also of your own potential unconscious bias,” Olamide says. “Even the most well-meaning lawyers might find they have relied on their own assumptions about what a client means. It’s always a good idea to ask a client to elaborate on what they mean. This way, you can ensure you are providing legal advice that actually assists with the problem they have.”

  1. Put the client at ease

To properly advocate for a client, a lawyer must be able to understand what has happened Olamide says.

Clients are typically nervous when engaging with a lawyer as it means something has ‘gone wrong’ or something is at stake.”

With this in mind, it’s important to help put your client at their ease. 

A client will not be at ease if they do not understand their lawyer or feel they have to ‘sound smart'. For a client to trust you, you must be open to asking many questions and reassure them that you are there to help them and paint them in the best light,” Olamide explains.

Only when you have the story in its most accurate form can you be assured that the advice you provide is sound and valuable.”

So how do you know when your client understands your legal advice? Olamide's firm serves a predominantly migrant community and so she has a great deal of experience in this area.

I can see when a client relaxes in my presence and that their demeanour changes,” Olamide says. “They might even laugh or share more of their story, which can help you better understand the situation. They’ll speak more freely, even through an interpreter.”

  1. Ensure that it’s your client who makes the final decision

It is important to ensure the client both understands your advice and makes decisions for themselves.

I have had clients try to defer the decision making to me,” Olamide shares. “This might be because they are scared of people they perceive to be in positions of authority, because where they come from those in power wield the most influence. If this occurs, I take the opportunity to explain that here in Australia it is the lawyer’s duty to provide advice. But it’s the client who must decide on what they want to do.”

Being a good advocate for your client can sometimes involve pointing out assumptions made by opposing counsel.

Sometimes, you will need to call out the unconscious bias present in the other side’s case,” Olamide says.

Sometimes the other side might advance a narrative based on assumptions about a particular group - in other words, cultural or racial assumptions widely held but not specifically true about a particular group. This is when you need to understand your case and know your client better than opposing counsel. In these situations because I have taken the time to understand my client, convey my advice, and clearly receive their instructions, I know the case inside out. This way I can be confident in tackling unconscious bias head on.”

As an African Australian, Olamide is proud to practise law to serve a diverse community.

I am proud that my clients reflect the multicultural cross-section of our community, from truck drivers to white collar workers, labourers and miners to refugees and stay-at-home parents.”

For more on diversity in the law, check out Olamide’s legal podcast Tile and Olly Meets.

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Meet Best Graduating Student in Commercial Litigation, Dominique Mayo

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Meet Best Graduating Student in Commercial Litigation, Dominique Mayo

Explore how an LLM helped best graduating student (commercial litigation) Dominique Mayo advance her career.

How to break into family law with Jo Bragg

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How to break into family law with Jo Bragg

Jo Bragg, a solicitor in regional Tasmania, started as a generalist lawyer. Her personal experience of separation, along with increasing client demand, prompted her to move into family law. Insights spoke to Jo about what attracted her to family law, what her day-to-day life looks like in practice, and her advice for lawyers looking to move into the area.

NSW introduces combined Succession & Probate Lists: Key Updates

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NSW introduces combined Succession & Probate Lists: Key Updates

Recently, the Supreme Court of New South Wales introduced combined Succession & Probate Lists, applicable to family provision claims and contested probate applications. Queensland is also trialling a Wills and Estates List and there are likely to be further implications for other jurisdictions. We spoke to College of Law Lecturer Josephine Pignataro, Special Counsel at HWL Ebsworth, about what you need to know and how this will impact your practice.

REVEALED: The College’s most popular on-demand CPD short courses for 2024

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REVEALED: The College’s most popular on-demand CPD short courses for 2024

To prepare you for what’s next, let’s unpack the College of Law’s 5 most popular on-demand CPD Digital Subscription courses. It’s the best way to keep your skills sharp – and your mind engaged.

From procrastination to passion

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From procrastination to passion

Overcoming procrastination is quite simple: passion. There must be an internal desire, not dependent on anything except ourselves. That’s why we enable our learners to choose the courses and practice areas that matter most to them - from family law to advocacy - we’re helping lawyers reclaim their power and focus on the areas that they are passionate about.

Your Guide to a Career in Legal Operations

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Your Guide to a Career in Legal Operations

In Australia, the legal profession is evolving rapidly, driven by technological advancements and complex demands from clients and employers. Legal operations professionals, not necessarily with legal backgrounds, are pivotal in integrating new technologies, project management, and process improvements to meet modern market needs.

Nationally Accredited Mediator Training Course Guide

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Nationally Accredited Mediator Training Course Guide

Download our Nationally Accredited Mediator Training handbook, if you are considering adding mediation to your skill set. Inside you'll find everything you need to know about the course.

Vale Kay Smith

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Vale Kay Smith

On Monday 15 August 2016, Kay Smith, one of The College of Law’s longest serving and most respected people died after a short illness.

Kay’s legal career began when she gained her qualification in Law through the NSW Legal Practitioners Admission Board. Kay then obtained a position as an articled clerk with a city firm at a time when there were very few openings for women in the legal profession. She was admitted as a solicitor and established a legal career. She moved from private practice to the College of Law in 1983 – the start of a 30 year career at the College.

Dispute Resolution Postgraduate Programs Course Guide

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Dispute Resolution Postgraduate Programs Course Guide

Download the Dispute Resolution Postgraduate Course Guide to learn how our program can equip you with essential skills to resolve conflicts effectively and build a rewarding career in this growing field.

Defining success in life and law

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Defining success in life and law

What does it mean to be successful? Her Honour Magistrate Michelle Harries, former Assistant Director and lecturer at the College of Law WA, shares her insights at the PLT Excellence Awards Evening. The following is an extract from Her Honour’s speech.

What’s so special about specialising? The ins and outs of becoming a specialist lawyer

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What’s so special about specialising? The ins and outs of becoming a specialist lawyer

Becoming a specialist can be a smart career move. It’s a pathway to new knowledge, opportunities and challenges. But it’s also a commitment. So is specialising the right move for you? Learn the ins, outs, and must-knows of specialising – and what you need to know before you take the leap.

Dress for success: How clothes impact your performance and power

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Dress for success: How clothes impact your performance and power

What you wear has been proven to impact how you feel and perform, it has also been shown to influence how others perceive and respond to you. Given these findings what you wear to the office, a client meeting, to court, or even a job interview, matters. Experienced style expert and author, Dijanna Mulhearn, provides her expert tips on how lawyers can take their look and feel to the next level and dress for success at work.

Graduate Certificate in International Arbitration Practice Course Guide

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Graduate Certificate in International Arbitration Practice Course Guide

Download the Graduate Certificate in International Arbitration Practice Course Guide and unlock the skills needed to navigate complex, cross-border legal disputes with confidence and efficiency.

Property Law Postgraduate Programs Course Guide

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Property Law Postgraduate Programs Course Guide

Download the Property Law Postgraduate Course Guide and discover how our specialised program can help you build expertise and thrive in this dynamic field.

Graduate Certificate in Applied Law Guide

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Graduate Certificate in Applied Law Guide

Looking to boost your legal career but not ready to dive into a Master of Laws (LLM)?
 
The Graduate Certificate in Applied Law might be the answer.
 
Offering a flexible and affordable way to upskill, the Graduate Certificate is a popular option for busy legal professionals looking to sharpen their skills or master a particular field.
 
Download this course guide to receive more information. 
How ESG will impact your area of practice in law

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How ESG will impact your area of practice in law

Four years ago, ESG (Environmental, Social and Governance) principles barely registered, even today many people are left asking – “what is ESG?”. In a nutshell ESG is a framework that is used to assess a businesses’ sustainability and ethical performance. ESG principles are an ever-growing part of doing business today. For those wanting to know more about ESG the College of Law will be holding a free ESG in Australia seminar Thursday 18th of May onsite at the College headquarters in Sydney and online. 

The future has never looked brighter: words from our CEO on the College’s big move

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The future has never looked brighter: words from our CEO on the College’s big move

After more than 50 years at St Leonards, The College of Law is moving into the heart of Sydney’s CBD in early 2022.

A Lawyer's Guide to Getting Published

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A Lawyer's Guide to Getting Published

Looking to enhance your area of legal expertise via publication? Academic journals have long been a popular option for lawyers to establish a strong reputation in their practice area.

Navigating Family Law Changes: Insights from the LLM Program

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Navigating Family Law Changes: Insights from the LLM Program

Kathryn Kearley webinar on navigating recent the family law changes and the College of Law's family law postgraduate programs.

Reclaiming your career after a career break

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Reclaiming your career after a career break

Insights explores the issue of when lawyers decide to take a temporary break from the law, and what both lawyers and employers can do help experienced legal professionals return to the profession.

How to get a government job in law: everything you need to know

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How to get a government job in law: everything you need to know

Embarking on a legal career in local, state, or federal government can be an exciting move. There are many pathways for development, a broad range of practice areas, and often a healthy work-life balance. These roles are highly rewarding, and highly competitive, the College of Law tells you everything you need to know about landing a government job in law.

The legal ramifications of the Queen’s death are surprisingly small

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The legal ramifications of the Queen’s death are surprisingly small

We talk to the College of Law’s Adrian Deans, Academic Policy & Quality, James Crittenden, Head of Short Courses and CPD, and Lewis Patrick, Chief Academic Officer, about some of the pragmatic impacts of the Queen’s passing on the law and Australian legal profession.

3 Key Insights from the State of Separation Impact Report: Making Separation Simpler

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3 Key Insights from the State of Separation Impact Report: Making Separation Simpler

Parting ways in a relationship is never easy, and family lawyers are generally the first professional separating couples encounter when they end a relationship. For all of these reasons Angela Harbinson created The Separation Guide, which aims to make separation and divorce simpler, more manageable and less stressful.

Kyiesha Faulkner: How the Indigenous Business Handbook is transforming lives

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Kyiesha Faulkner: How the Indigenous Business Handbook is transforming lives

Starting a business is never easy. What step should you take first? How do you negotiate the ins and outs of your legal requirements if you’re not a lawyer? Even for a seasoned lawyer these steps are complicated…And what if you also face unique cultural considerations and complexities?

Australia's Legal CPD Requirements by State

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Australia's Legal CPD Requirements by State

This is your guide to Continuing Professional Development (CPD) requirements for lawyers across each Australian state. The CPD year runs from 1 April to 31 March, except for Tasmania, where it runs from 1 May to 30 April.

How to get into Wills & Estates with Rick Christie

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How to get into Wills & Estates with Rick Christie

Rick Christie, owner of ChristieLaw and committee member of STEP NSW, had always been attracted to the personal side of wills and estates. Insights spoke to Rick about how he came to specialise in wills and estates, what advice he might have for lawyers looking to move into the area, and what role industry organisation STEP can play for lawyers keen to become specialists.

Your Guide to a Career in Property Law

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Your Guide to a Career in Property Law

Download your guide to a career in property law for everything you need to know about property law in a nutshell, the personal strengths of a property lawyer, the core expertise of a property lawyer, related areas of expertise, and the career prospects in property law.

How to Become a Partner Guide

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How to Become a Partner Guide

This guide will help you navigate the first steps towards becoming a partner. It will help you reflect on your own motivations, assess your skill set, and determine the best path forward in your career.

New Resolution Institute and The College of Law partnership to maximise skills and experience

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New Resolution Institute and The College of Law partnership to maximise skills and experience

Resolution Institute and The College of Law are pleased to announce an exciting new partnership aimed at establishing a symbiotic cooperation which will maximise the resources of both organisations through mutual collaboration and the sharing of expertise and efforts in education and training.

Major changes ahead with the Family Law Amendment Bill 2023 in progress

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Major changes ahead with the Family Law Amendment Bill 2023 in progress

Major changes are coming that will impact the family law system and the way practitioners operate in Australia. The Family Law Amendment Bill 2023 is currently under debate in parliament and after its third reading, it is now under review with the Senate Legal and Constitutional Affairs Legislation Committee. The College of Law will provide legal training support when the Family Law Amendment Bill commences, but in the meantime, we spoke with College of Law adjunct lecturer Kathryn Kearley to find out about the most important changes.  

Graduates, prize winners honoured at the Winter 2022 Academic Awards Ceremony

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Graduates, prize winners honoured at the Winter 2022 Academic Awards Ceremony

The College of Law recognised over 200 graduates of its Postgraduate Specialisation Programs at the 2022 Academic Awards Ceremony on 1 August. These awards included the Master of Laws (Applied Law), Master of Applied Law (Family Law), Graduate Diplomas of Applied Law and Graduate Diploma of Family Dispute Resolution Practice (FDRP).

Legal Practice Management Course Queensland - Course Guide

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Legal Practice Management Course Queensland - Course Guide

Download the QLD Legal Practice Management Course Guide to learn how our program can prepare you to manage a law firm or take on a leadership role within an established practice.

Legal Practice Management Course Western Australia - Course Guide

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Legal Practice Management Course Western Australia - Course Guide

Download the WA Legal Practice Management Course Guide to learn how our course can help you meet the requirements for a Principal Practising Certificate and successfully manage a legal practice.

Navigating Age Discrimination In The Law With Tile Imo

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Navigating Age Discrimination In The Law With Tile Imo

Bias and age-based discrimination remains an issue in the workforce, despite legal protections. In this article, we delve into the intricacies of age bias claims with Tilé Imo, Associate Director of Caxton Legal Centre. We explore the evolving legal landscape, effective strategies for litigating age discrimination cases, and the emerging trends that lawyers need to be aware of to best serve their clients.

Self-awareness: The surprising foundation to a thriving legal career

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Self-awareness: The surprising foundation to a thriving legal career

There’s no doubt the legal sector can be an intense work environment. Thanks to heavy caseloads and fierce competition, lawyers and other legal professionals are facing stress, anxiety and burnout on a concerning scale. But according to executive transition coach and CEO at Lucent Global, Ellie Scarf, it doesn’t have to be this way. There’s one tool that can help you manage a plethora of professional challenges. That tool? Self-awareness.

5 tips on how to avoid common ethical breaches for lawyers with Athol Opas

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5 tips on how to avoid common ethical breaches for lawyers with Athol Opas

The law is a complex field heavily reliant on knowledge, interpretation and advice. This makes for a profession that can have far reaching consequences and, as a result, lawyers are held to high standards. Athol Opas presents annual ethics updates to firms to keep them abreast of recent cases of misconduct and/or common ethical breaches. We spoke to Athol to find out about the most common ethical breaches lawyers should be mindful of and to gain his top tips on complying within ethical obligations. 

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