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Essential skills for practice – Client experience and emotional intelligence (Wednesday 30 April 2025)

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This interactive online masterclass and Q&A is aimed at newly qualified and aspiring solicitors looking to understand how improving client experience and emotional intelligence can create client loyalty, build rapport, increase business and provide the foundations for sustainable high performance in the legal industry.

This session will provide practical tools to make every client feel supported, understood, and valued whilst better regulating your own emotional responses, to gain a competitive edge. By combining client experience and emotional intelligence strategies, delegates will learn how to turn clients into their most powerful salesforce and get them spending more, paying faster and making more referrals.

Future proof your career by attending this masterclass on Wednesday 30 April at 12.30pm-2.30pm to learn how to generate more repeat business and referrals.

This session will also be helpful for aspiring solicitors looking to enhance their applications.

This masterclass will be facilitated by Emma Egerton-Jones, a solicitor turned business development and client experience coach.

This online masterclass is part of our new essential skills for practice programme. The programme will run throughout 2025 and is designed to give you all the skills, knowledge and attributes needed to flourish in your early career, irrespective of where or how you practice. Sign up here to stay informed about how the programme is developing.

Trainee, paralegal and student rate available, please contact us

What this will cover

This masterclass will cover:

  • Why client experience is so important in 2025.
  • What does a ‘sticky’ client experience look like?
  • The three layers of client relationships and why they matter.
  • The client experience framework and 6 emotional drivers that make you referrable and keep clients loyal.
  • Taking clients from highly satisfied to fully connected and how that helps you build a reputation as a ‘go-to lawyer’
  • How to cultivate client advocates that generate work for you.
  • Why understanding and managing client expectations, whilst building trust and rapport, is so important.
  • The psychology around emotional peaks during service delivery and how to use them to your advantage.
  • The power of empathy, self-awareness and self-regulation in business development and career progression: tips, tricks and hacks.
Learning outcomes

By the end of this masterclass, you will:

  • Understand how to generate loyal, connected, clients and be a referrable lawyer.
  • Know how to review your own service, as a fee earner, to make improvements to your client experience.
  • Understand how emotional intelligence underpins success and supercharges client retention, repeat business and referrals.
  • Know how to optimise your client journey to create a cyclical system, in which every client becomes a referral source.
  • Be able to utilise client experience, empathy, self-awareness and self-regulation to level up your business development and career progression.
How you will learn

An interactive online masterclass with opportunity for discussion and questions delivered via Teams.

Length 

The masterclass is 2 hours.

Original price was: £44.10.Current price is: £33.60. (ex VAT)

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Format
Online course
Course length
2 hours

The experts