Negotiating Emotion (And Client Development) With Arnie Herz At Legal Sanity

Thanks first to LexBlog for giving yesterday’s post here a shout-out but more importantly, thanks to LexBlog for giving Arnie Herz’ post at Legal Sanity Why lawyers should get emotional with clients coverage in the same daily compilation of LexBlog client posts, a tremendous resource I highly recommend you include on your news reader.

You’ll see from my lengthy comment there that Arnie is singing my song about the law and emotion and in particular, the fact that we cannot make decisions without emotion something every trial lawyer, negotiator, mediator and sales person knows down to the knuckles of their spine.  Excerpt from Legal Sanity below.

Here are two facts:

  • There’s a client service deficit in the law.
  • Lawyers tend to regard emotions – their own and other people’s – as irrelevant to their work.

At first glance, these two facts seem unrelated. But they’re actually closely (even intimately) connected. 

Some time back, I posted on the interplay of emotions and client service in this new era of customer control. I linked to a ClickZ article citing a (then) new book by Dan Hill called Emotionomics: Winning Hearts and Minds. Launching from the premise that humans are primarily emotional decision-makers, the book discusses how emotions factor into our business opportunities in the marketplace and workplace. 

Picking up on this point from a slightly different angle, in a recent post, designer and marketing mentor Peleg Top says, Go ahead, get emotional. Top notes that, in marketing (and, I’d add, in providing) our services, “an effective way to generate action is to tell a compelling story, one that hits your customer’s emotions.” Suggesting that most service providers miss this mark, he observes . . .

For the remainder of Arnie’s great post, click here.  And here’s another great link on the same topic from Cutting Edge Lawthe illicit relationship of lawyers and emotion.

                        author

Victoria Pynchon

Attorney-mediator Victoria Pynchon is a panelist with ADR Services, Inc. Ms. Pynchon was awarded her LL.M Degree in Dispute Resolution from the Straus Institute in May of 2006, after 25 years of complex commercial litigation practice, with sub-specialties in intellectual property, securities fraud, antitrust, insurance coverage, consumer class actions and all… MORE >

Featured Mediators

ad
View all

Read these next

Category

Mestizaje As Strength: Articulating Plurality Within Group Identities

The Cheyney Ryan Peace and Conflict Studies Essay Contest is an annual competition sponsored by the Master’s degree program in Conflict and Dispute Resolution at the University of Oregon. The...

By Jeff Stoesz
Category

Conflicts over groundwater and aquifers profiled in recently-published book: Advances in Groundwater Governance

Over 99 percent of the global fresh and unfrozen water is stored underground. Groundwater is the world’s most extracted raw material with withdrawal rates estimated to range between 800 to...

By Todd Jarvis
Category

Mediating f2f Holographically

Ok, when you are truly a carbon neutral mediator in future years and refuse to travel big distances to your high stakes mediations, remember you saw world’s first live holographic...

By Geoff Sharp

Find a Mediator

X
X
X