As a High Court lawyer, when there are some difficult cases, I always feel burdened. I think every lawyer does, and goes through this difficult moment, where they have taken a very difficult case, and now they don’t know what to tell the client about the case, because they are still on studying mode. The bombardment of the client is ready when you pick up the call, but you are not because of that. You ask for dates before the Honorable judges, just for more time to study. The case is also about murder, so it is indeed a lot more difficult. So, through this article, I will tell you about how you all lawyers can handle those difficult phone calls.

Preparation Before The Call:

I always do this before every call, so I would suggest that you also find out everything related to your important client’s case before their call. This way, if the client asks for any information, you can respond without any difficulty. Read the client’s file; if you’ve read it before, go through it once more and extract the important points. Remember the client’s previous statements about what they said, how far their case has progressed, and all the details they have shared with you. Inform your client about the dates, letting them know you need to be present on that date for the hearing, so take 5 minutes for this as well.

When you see that your client is calling you, take a few seconds to think about what the purpose of this call should be. Clients will always ask about their case, but you need to decide what your goal is before answering the call. For example, if you notice that this client hasn’t paid my fees yet, you can ask them about that because you should never work without being paid. This is your right. Or, if you have already received the fees, you can simply give them an update on their case; there’s no need to prolong the conversation.

One more thing that is very important to me is that whenever I receive such calls, I take a deep breath and then start my conversation with the client. This allows me to remain calm if the client is angry and to handle them in a calm manner. Instead of responding to their anger with anger, staying quiet is crucial. If you react in the same manner, it will damage your own reputation. The client might find a new lawyer, but you will lose the case and the client, which will hurt your credibility. So always remain calm.

From Emotions to Strategy:

When a client is bombarding you with questions while you are still in “study mode,” they are operating on emotion. If you meet them there, you will get overwhelmed. Your job is to pull them across the bridge into the realm of strategy.

1. The Power of “Active Listening.”

I have learned that if I interrupt an anxious client to give them a legal technicality, their anxiety spikes.

• The Routine: Let them speak for 90 seconds. Don’t say a word. Take notes on their tone. Once they have “emptied their cup,” they are much more likely to listen to your legal advice. I usually say, “I hear your concern about the witness statement. Here is how that fits into our broader strategy.”

2. Admitting the “Study Mode” Professionally:

You don’t have to have all the answers the moment you pick up the phone. In a murder case, the evidence is dense: post-mortem reports, forensic data, and conflicting testimonies.

• The Script: If they ask a question, you aren’t ready for, never say “I don’t know.” Instead, say: “That is a pivotal point. I am currently cross-referencing the medical examiner’s report with the police diary to ensure our counter-argument is airtight. I will have the final strategic breakdown for you by [Specific Time].” * The Result: This turns your “lack of an answer” into “dedicated preparation.” It builds trust rather than projecting a lack of knowledge.

Managing the “Burden” of Murder Cases:

In my experience at the High Court, murder cases carry a unique weight. You feel the gravity of the person’s life in your hands. This can lead to “Avoidance Behavior, where you don’t want to pick up the phone because the case feels too big.

1. Breaking the File into “Sprints.”

Don’t look at the murder file as one giant monster. When the client calls, focus the conversation on a specific segment of the case.

• The Focus: “Today, I am focusing solely on the discrepancies in the recovery memo.” By narrowing the scope, you lower the client’s panic and your own stress. You show them that you are methodical, which is what every client wants in a capital case.

2. Setting “Communication Windows.”

To stop the feeling of being “bombarded,” I have started telling my clients: “For this case, I do my deep research between 10:00 AM and 2:00 PM. I take calls for updates between 4:00 PM and 5:00 PM.” * Why this works: It gives you the “quiet time” to actually study the law. A lawyer who is always on the phone is a lawyer who isn’t in the books. Most clients will respect this boundary if you explain that it’s for the benefit of their defense.

Handling the “Angry” Client:

In criminal law, anger is often just a mask for fear. If a client is shouting about “why the case is taking so long” or “why we asked for another date,” remember your reputation.

• The “Vault” Technique: I imagine myself as a vault. The client can throw their words at me, but they don’t penetrate. I remain silent until they finish.
• The De-escalation: I respond with: “I understand you are frustrated by the delay. However, asking for this date was a strategic necessity to ensure the Honorable Judge sees the evidence we just uncovered. A rushed hearing is a losing hearing.”

The Ethics of the “Fee” Conversation:

As I mentioned earlier, never work without being paid. It is your right. But how do you bring it up during a difficult murder case call?

• The “Status” Alignment: I link the fee to the work being done. “I am ready to move into the next phase of drafting the bail application, but I see the retainer hasn’t been cleared. To keep the momentum of your defense moving, I need that settled today.” * The Professionalism: By linking the money to the action of the case, it feels less like a bill and more like a fuel for their freedom.

Conclusion:

Handling difficult client calls as a lawyer is a skill that is just as important as knowing the law itself. It requires a balance of empathy, iron-clad boundaries, and constant preparation. When you pick up that phone for a murder case, remember: you are not just a lawyer; you are a leader. Stay calm, stay studied, and always lead the conversation back to the strategy. Your credibility and your client’s life depend on it.

Frequently Asked Questions:

1. What if a client demands an immediate answer I don’t have?

Tell them you are verifying the latest High Court precedents on that specific point to ensure accuracy.

2. How do I stop a client from calling me five times a day?

Set a specific “Office Hours” window for updates and stick to it religiously.

3. Is it okay to show emotion to a client in a murder case?

Maintain professional empathy, but never show panic; your calmness is their only source of stability.

4. How do I handle a client who is unhappy with a judge’s delay?

Explain that the “wheels of justice turn slowly” and that we are using the extra time to strengthen our evidence.

5. What should I do if a client’s family starts calling too?

Ask the client to designate one spokesperson for the family to avoid conflicting instructions and wasted time.

6. How do I tell a client the case is looking difficult?

Be honest but always follow the “bad news” with a “strategic pivot” or a plan for the next best option.