How to build rapport

Investing time building rapport at the start of a client relationship will help you navigate the challenges in the future. 

What is rapport and why is it important? 

It’s one of those things that you just know it when you have it. Conversations are easier, decisions are made faster, and work becomes fun. Conversely, the absence of rapport makes work feel heavy, like you’re wading through treacle, and conversations feel mired with mistrust. 

Rapport is a positive relationship between two or more people. It is characterised by mutual understanding, trust, and respect, and is absolutely crucial for a successful relationship between barrister and client. It doesn’t always happen easily. Here are the steps you can take to build it.

Steps to building rapport

1. Establish common ground

The first step is to establish common ground with your client. This can be done by finding out what you have in common with the other person in advance, such as shared interests, experiences, or values. This will help create a sense of connection and understanding. 

2. Show genuine interest

The second step is to show genuine interest in the other person. Ask non-invasive questions about their work, their interests, and their life. You can read someone’s bio online very easily ahead of a first meeting.  Walk a while in their shoes and never assume that you know what it’s like to be on their side of case.

3. Listen actively

The third step is to listen actively. This means being present and paying attention to what the other person is saying. This shows that you value their opinion and are interested in what they have to say.  Keep in mind that listening can be tricky for barristers*. There’s a link at the end to explain why.

4. Be confident

The fourth step is to be bold and unapologetic about your proposed course of action.  I’ve witnessed a tendency in barristers for self-deprecation in a bid to show humility. Being on the receiving end of self-deprecation is very uncomfortable because of the expectation of their refutation.  It’s actually the opposite of what clients want from you. 

5. Be the real you

The fifth step is to be authentic.  A common complaint from clients is when barristers show up as a barrister “persona” – nodding, wise, aloof and learned. Be you and encourage your clients to be themselves too. Clients want to know the real person who is acting on their behalf. They really don’t want to engage with a barrister bot.

6. Be honest

The sixth step is to be honest and open about your concerns about the case.  If your witness is a car crash waiting to happen, make sure you voice your concerns, explain why you have them and buckle their seat belt before they go on the stand. Equally, if you have messed up, say so. Own your mistakes and use your honesty about them to build trust for the future.

7. Show respect

The seventh step is to show respect.  An obvious point perhaps, but I’ve witnessed many occasions where a barrister unwittingly patronises their client (or clerk) by speaking down to them in an overbearing way. Remember that starting a sentence “with all due respect” doesn’t fool anyone about the intention of your words. It’s just rude.

8. Little and often

The final step is to focus on building rapport in small steps. It’s possible to build rapport during the first meeting but sustaining it requires observing the steps above over a longer period of time.  Avoid transactional relationships and conversations where only your agenda is on the table and be consistent in how you present yourself, even if you’re having a bad day.

In summary 

There are numerous benefits to investing your time to build rapport with your clients.  Having good rapport with your clients will allow you to navigate challenges as they arise and minimises the amount of time you have to spend reassuring them.

Finally, inside Chambers, good rapport between barristers and the business and clerking teams helps to create a positive working environment. Clients notice strained relationships between members of Chambers; applying these steps to building rapport with peers and colleagues is commercially astute.

*Read here why good barristers are poor listeners

By Heidi Smith
Creator of Jurilogical.com