front desk staff

Real-world scripts and de-escalation strategies for law office managers Even the best law firms will eventually face a client who’s frustrated, emotional—or just plain rude. Legal services are high-stakes, high-stress, and often high-cost, so it's no surprise that tensions sometimes spill over onto front desk staff, paralegals, or even the office manager. When that happens, … [Read more...] about “The Client Was Rude—Now What?” Teaching Staff How to Navigate Difficult Conversations