Lawyers’ clients outline bugbears, and words matter

Reading this research commissioned by the Legal Ombudsman, Bell Yard firmly concurs that an early, simple, but genuine “sorry” can do wonders for limiting the damage to one’s reputation following a dispute – but be sure to be clear what you’re saying sorry for, and why. We’ve heard lawyers (but not exclusively this profession) who are reluctant to apologise for matters where they can see a technical get out. Failing to put oneself into the shoes of the complainant in an effort to understand their view, is likely to escalate what might be resolved before positions become entrenched. Language does matter. Paraphrasing the infamous Ms Rice-Davies, we would say that wouldn’t we…

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