People skills are essential for paralegals because they serve as the primary contact between clients and attorneys. Strong interpersonal abilities help paralegals manage demanding clients, maintain professionalism under pressure, and build trust that leads to repeat business and career advancement.
Have you ever had to maintain your cool while a stranger screams unintelligible words at you? Welcome to the life of a paralegal.
Paralegals often act as the buffer between the client and the attorney. Though roles vary by firm size and the attorney’s preferences, many paralegal positions include answering phones and speaking with clients before they meet with the attorney.
Clients who are usually in the midst of difficult situations, such as divorce, being sued, or facing challenging child custody agreements, aren’t always kind. In small firms, paralegals may function as the receptionist and the face of the firm, interacting with flustered, frustrated, or even irate clients. Regardless of the client’s attitude, paralegals need to maintain their composure.
The Reality of Client Interactions
Not everyone is cut out for this work. We had the opportunity to speak with Dana Medley-Vogel, a former paralegal who currently works as a legal assistant and has ten years of experience, and paralegal Gabrielle Crisp, who has been working in the field for three years.
When we asked what personality trait aspiring paralegals might need, they both gave the same answer: “People skills!”
Why are people skills so crucial for paralegals? “People can be difficult,” Dana says. “They can be irritating, they can be frustrating, they can be demanding. Learning how to deal with clients and manage them without losing your cool or getting flustered is important. It’s a crucial aspect of the job.”
Anyone who has worked in a customer service environment, or even in retail, knows the reality of the irritating, frustrating customer. In the legal world, being able to interact patiently with a frustrated client can make all the difference, determining whether that client chooses to work with your firm or take their business elsewhere.
For example, Gabrielle works in a one-person firm and handles office business, management, and reception. Her role as a paralegal looks like that of an ambitious multitasker, which often includes coaching a frustrated client through the first steps they need to take to work with an attorney. This type of client interaction is common across many paralegal career paths.
“My attorney really appreciates my people skills, because people have left positive reviews and specifically mentioned me,” she explains. In fact, the attorney that Gabrielle works for appreciated her so much that he nominated her for the 2017 Paralegal of the Year award through the Springfield Area Legal Association, and she won.
People skills can win more than just awards. They can win repeat business, which is critical. “You will get repeat business if you can handle the client,” Dana says.
Essential People Skills Every Paralegal Needs
Successful paralegals develop a core set of interpersonal abilities that help them navigate even the most challenging client interactions. While technical paralegal skills like legal research and document preparation are crucial, people skills often determine long-term career success.
Active Listening and Communication
Active listening means fully concentrating on what the client is saying rather than just waiting for your turn to speak. This skill helps paralegals understand the client’s actual concerns, not just what they’re saying on the surface.
Clear communication is equally important. Paralegals must explain complex legal processes in language clients can understand without crossing the line into providing legal advice. This balance requires both knowledge and communication finesse. The National Association of Legal Assistants emphasizes that professional paralegals must maintain clear boundaries while delivering excellent client service.
Emotional Intelligence and Empathy
Dana and Gabrielle both mentioned that they believe compassion for the client is key to interacting with them and maintaining a level head. “It’s important to have a level of compassion for your client and understanding, but being able to balance and know that they don’t understand everything you do,” Dana says.
Dana worked in medicine before coming to the legal field, and she uses a medical analogy to explain how to understand the client. “It’s kind of like going to a doctor’s office,” she says. “At the doctor’s office, the patient might not understand all the medical language, and their life is on the line. So they get frustrated, irritated, and they get emotional. As a paralegal, you have to take a step back and say, ‘What if this were me? What if I were getting sued? How would I be reacting? Is their reaction normal, understandable, and manageable?”
“Having a kind and understanding nature is important because anytime you need an attorney, it’s usually because something bad has happened or is about to happen,” Gabrielle explains. “Trying to remember that and having kindness towards people in general is important. They’re usually coming to you in their worst moment, and they’re not the best version of themselves. Allow things to brush off you—water off a duck’s back.”
Conflict Resolution and Boundary Setting
What about the client who crosses the line? “Certainly, we have clients that can go over the line, and it’s important to understand what the line is and how to manage that,” Dana says. “You have to be a good communicator, have a lot of patience, and maintain composure.”
Gabrielle explains the importance of balance: “Being able to listen to the client is important, and also being able to know when it’s time to say, ‘Okay, I have to get going and start working on this other thing.'”
Setting boundaries doesn’t mean being unkind. It means managing client expectations, protecting your time, and knowing when to escalate an issue to the attorney. This skill protects both the paralegal’s well-being and the quality of work they can provide.
Real-World Examples from Practicing Paralegals
The best way to understand the importance of people skills is to see them in action. Here are real scenarios that Dana and Gabrielle have encountered in their paralegal careers.
Managing High-Volume Client Communications
In our interview, Dana mentioned that one of the attorneys she works for recently came to her and said, “Hey, I’ve gotten an email and several calls from my client today, and I need to get this off my plate so that they’ll stop calling me.”
Dana had to contact the client right away to stop the phone from ringing off the hook. Being willing to meet the client’s needs allows the attorney to work on other things—paperwork, preparing for court, or other tasks. This situation occurs regularly in law firms, and paralegals with strong people skills become invaluable to their attorneys.
Handling Emotionally Charged Situations
Because of confidentiality issues, the paralegal’s role in interacting with clients can be tricky. Gabrielle says, “Probably what I like least is having to tell people I can’t help them. It’s tough as a paralegal not to offer legal advice—it’s an absolute no-no to give any legal advice as a paralegal. People call, and they’re so desperate for help right away, and I can’t help them, and that’s really hard.”
Instead of offering advice, the protocol for paralegals is to explain to the client that only an attorney is legally authorized to assist and set up a meeting between the client and a lawyer. Delivering this message with empathy while maintaining professional boundaries requires exceptional people skills. This is just one of many soft skills that define successful paralegal careers.
| Challenging Situation | People Skills Required | Positive Outcome |
|---|---|---|
| Client is calling multiple times daily | Active listening, patience, and clear communication | An attorney can focus on case work, and the client feels heard |
| Emotionally distressed client seeking immediate advice | Empathy, boundary setting, and problem-solving | Client scheduled with attorney, professional relationship maintained |
| Angry client frustrated with case progress | Conflict resolution, composure, reassurance | Client retention, positive reviews, repeat business |
| Client with unrealistic expectations | Clear communication, honesty, and managing expectations | Realistic case understanding, improved client satisfaction |
How to Develop Strong People Skills
The good news is that people skills can be learned and improved over time. If you’re considering a paralegal career or you’re early in your journey, here are practical ways to strengthen your interpersonal abilities.
Gain customer service experience: Any role that involves direct client interaction builds foundational people skills. Retail, hospitality, healthcare, and call center positions teach you how to handle difficult personalities and high-pressure situations.
Practice active listening: In your daily conversations, focus on truly hearing what others are saying rather than planning your response. Ask clarifying questions and summarize what you heard to confirm understanding.
Take communication courses: Many paralegal programs include communication training, but you can also pursue standalone courses in business communication, conflict resolution, or customer service excellence.
Volunteer or intern in legal settings: Nothing replaces real-world experience. Volunteering at legal aid clinics or interning at law firms exposes you to actual client interactions in legal contexts.
Develop emotional intelligence: Read books on emotional intelligence, take online courses, or work with a mentor who can provide feedback on how you handle emotionally charged situations. Many paralegal certification programs include modules on professional development and client relations.
Learn from experienced paralegals: Shadow experienced paralegals and observe how they handle complex client interactions. Ask them about their strategies and learn from their experience.
Set personal boundaries early: Practice saying no politely and professionally. Learn to manage your time and energy so you can maintain compassion without burning out.
The Impact on Your Paralegal Career
Strong people skills don’t just make your workday more pleasant—they directly impact your career trajectory and earning potential. Paralegals who excel at client interactions become invaluable to their firms and often advance more quickly than those with only technical skills.
Employers consistently rank interpersonal abilities among the top qualities they seek when hiring paralegals. According to paralegal job postings, many firms explicitly list “excellent communication skills” and “ability to work with diverse clients” as required qualifications.
Paralegals with exceptional people skills often receive:
- Higher salaries and bonuses are tied to client satisfaction
- More opportunities for advancement into senior paralegal or office manager roles
- Increased autonomy and responsibility within their firms
- Recognition through professional awards and nominations
- Stronger job security due to their value to the firm
As Gabrielle’s experience shows, outstanding people skills can lead to industry recognition. Her ability to create positive client experiences led to her 2017 Paralegal of the Year award—a distinction that opens doors throughout her career.
Dana’s point about repeat business also has financial implications. Law firms that retain satisfied clients through excellent paralegal interactions maintain steadier revenue streams and better reputations in their communities.
Frequently Asked Questions
What people skills do paralegals need most?
Paralegals need active listening, emotional intelligence, conflict resolution, clear communication, patience, and empathy. These skills help manage demanding clients, maintain professional relationships during stressful legal situations, and serve as an effective bridge between clients and attorneys.
Can I become a paralegal if I’m not naturally good with people?
Yes. People skills can be learned and developed over time. Many successful paralegals started with limited interpersonal experience but improved through customer service jobs, communication training, and on-the-job practice. The key is recognizing the importance of these skills and actively developing them as part of your path to becoming a paralegal.
How do paralegals handle angry or emotional clients?
Experienced paralegals use empathy, active listening, and composure. They remember that clients are usually experiencing their worst moments and aren’t themselves. Paralegals acknowledge the client’s feelings, provide clear information about next steps, and know when to escalate issues to the attorney while maintaining professional boundaries.
What’s the difference between customer service skills and paralegal people skills?
While both require patience and communication skills, paralegal people skills also involve understanding legal confidentiality, knowing the boundaries of what you can and cannot say, managing expectations about legal processes, and navigating emotionally charged situations involving serious life events such as divorce, lawsuits, or criminal charges.
Do people skills affect a paralegal’s salary?
Strong people skills can be associated with higher earning potential. Paralegals who demonstrate exceptional client management abilities may bring value through client retention and positive reviews, which can influence compensation decisions. These paralegals may also advance to senior positions faster and could receive performance-based bonuses when their contributions are recognized.
How can I improve my people skills before starting a paralegal career?
Gain experience in customer-facing roles, take communication or conflict resolution courses, volunteer at legal aid clinics, practice active listening in daily life, read books on emotional intelligence, and seek internships or shadowing opportunities at law firms where you can observe experienced paralegals in action.
What happens if a paralegal has poor people skills?
Paralegals with weak interpersonal skills may struggle to retain their positions, especially in smaller firms where client interaction is frequent. They may receive negative performance reviews, lose opportunities for advancement, and find that clients request to work with other staff members. However, these skills can be improved with training and practice.
Key Takeaways
- People skills are essential for paralegals because they serve as the primary contact between clients and attorneys in most law firms.
- Strong interpersonal abilities help paralegals manage demanding clients during emotionally charged legal situations such as divorce, lawsuits, or custody battles.
- Compassion and understanding are critical, but paralegals must balance empathy with professional boundaries to avoid burnout and maintain ethical standards.
- Developing people skills can contribute to client satisfaction and may be associated with career advancement opportunities and higher earning potential.
- People skills can be learned and improved through customer service experience, communication training, volunteer work, and mentorship from experienced paralegals.
- Paralegals with exceptional interpersonal abilities may become particularly valuable to their firms and can receive recognition, awards, and expanded responsibilities.
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