In-House View: How to be Reasonable When Your

Transcript:In-House View: How to be Reasonable When Your:
In-House View: How to be Reasonable When Your Client is Being Unreasonable Panelists In-House Counsel Panel Speakers Gulzar Babaeva Director Counsel Target Emily Faber-Densley Senior Counsel 3M Company Malika Kanodia Associate Corporate Counsel Best Buy Co., Inc. Peter Nadimi Senior Counsel McDonald’s Corporation Moderator Mary Sennes Partner Barnes & Thornburg LLP We all find ourselves in challenging situations. What can we do to avoid getting to this point? Program Overview How can we, as lawyers, be reasonable when our client is being unreasonable? The session will focus on practical tips, strategies and best practices for dealing with clients in difficult, high-pressure circumstances. The discussion’s takeaways are intended to be applicable to any lawyer dealing with demanding clients, whether working in-house, at a law firm, or in the public sector. Scenario 1: Unrealistic Deadlines Situation: Your client calls late in the day and wants a draft ready first thing in the morning. Or perhaps your client wants an agreement fully negotiated by the end of the week – when drafts haven’t yet even been exchanged. Tips / Strategies / Best Practices: Understand the urgency of the request, including who is making the request. Manage expectations from the outset (guide them gently back to Earth). If appropriate at your organization or otherwise merited by unique circumstances, consider documenting all conversations thoroughly. Remain calm, professional, and diplomatic. Scenario 2: Project is the Individual Client’s #1 Priority, But You Have Competing Priorities Situation: One of your clients is working on a project that is his/her #1 priority. You are assisting a number of clients with equally (or more) urgent matters. Because the project is the top priority for your client, he/she is constantly calling, emailing and requesting meetings with you. Tips / Strategies / Best Practices: Prioritize projects after consulting with relevant stakeholders. Always communicate with your client: Let your client know you understand their sense of urgency and that you will prioritize the project over non-urgent matters. Set timelines upfront and ask for extensions when appropriate. There may be times when you have multiple urgent projects and you have to work long hours. Block work time on your calendar and answer emails at appropriate intervals, not constantly. Scenario 3: Your Client Expects You, and You Alone, to Handle the Matter Situation: Perhaps it’s a project that requires input from a number of subject matter experts (HR, Finance, IP, tax). Or perhaps it’s a