On Demand Audio

Keeping Your Client's Trust Even When Things Go Wrong

(185 reviews)

Produced on March 15, 2019

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$ 59 Ethics and Law Practice Management In Stock
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Course Information

Time 60 minutes
Difficulty Intermediate

Course Description

This provocative (and sometimes humorous) presentation explores the question: How do we help our clients experience the legal system without walking away with a cynical view of the system, the judiciary, and even their own lawyer?  The course will cover what lawyers can do, beyond the bare minimum ethical requirements, to “prime” clients for the best experience possible, without making ourselves (lawyers) crazy in the process. The program, presented by experienced practitioner Francine Tone, will examine the ethical requirements regarding client communications. These guidelines are merely minimum requirements that attorneys must comply with. Ms. Tone will explore how a lawyer can easily provide communications beyond these minimums with little to no additional effort but with exponential return. Additionally, the course will also provide tips for improving the client-attorney relationship, and will discuss best practices to help eliminate client grievances, complaints, and malpractice claims beyond the bare minimum requirements.

Learning Objectives:

  1. Review the ethical obligations governing client communication
  2. Examine why meeting the bare minimum requirements of the rules of ethics governing client communication is sometimes inadequate to assure that client trust is maintained
  3. Explore how the human brain (a client’s natural reaction system) is designed to sabotage attorney-client trust
  4. Identify what the client needs to know to be “primed” to listen to instruction and advice from their lawyers
  5. Discuss how to implement an “advanced warning system” that will assure strong client trust is built and maintained, in the event anything goes wrong in your case

Credit Information

After completing this course, Lawline will report your attendance information to {{ accredMasterState.state.name }}. Please ensure your license number is filled out in your profile to ensure timely reporting. For more information, see our {{ accredMasterState.state.name }} CLE Requirements page . After completing this course, {{ accredMasterState.state.name }} attorneys self-report their attendance and CLE compliance. For more information on how to report your CLE courses, see our {{ accredMasterState.state.name }} CLE Requirements FAQ .


Francine Tone

Tone and Tone

Francine has been a California lawyer since 1989 and is the managing partner of Tone & Tone, Attorneys at Law. She is an Appellate Law Specialist, certified by the California State Bar Board of Legal, with a focus in real estate, business, family law and criminal defense. She is a litigation and trial strategist helping trial attorneys shore up cases to reduce the likelihood of appeal or prevail on appeal. She has also sat as a judge pro tem for over 20 years.

Francine Tone, as the principal consultant, strategic advisor and trainer of Francine Tone & Associates LLC, offers leadership and emotional intelligence training to law firms, corporations and ski resorts. She is a trust-building and action expert and offers leadership and emotional intelligence training to law firms, business teams and ski resorts. She is a business and life integration strategist helping high achieving professional, business and executive women harness more time and energy to create the freedom you want so you can optimize business & life to live the life you dreamed, even when you think you are up against the wall and have nothing left to spare.

She is a 3-time #1 bestselling author, the author of the award-winning #1 bestselling book What Every Good Lawyer Wants You To Know and soon to be released book The Art of Action (Keys to More Freedom).  Francine has also been dabbling with the internet since the 1990’s when she learned HTML coding and created her firm’s first website.

She is a top certified ski instructor and trainer, a scuba divemaster, a podium-finishing standup paddleboard racer and surfs her standup paddleboard in Hawaii for several weeks each year. Francine is married to her law partner and lives in the mountains near Lake Tahoe, California.


Heather R. W.

Ms. Tone's presentations are fantastic and provide practical advice on utilizing emotional intelligence in the practice of law.

Greg V.


Jay V.

Great anecdotal stories.

Stephen R.

Great speaker

Laura S.

A reinspiring look at the legal profession and practice, with practical methodology for putting yourself on solid ethical and reputational footing with clients and avoiding preventable pitfalls.

Omar C.

Wonderful presenter. The presentation touched my heart. And opened my eyes to certain things. How can i get the book?

Orit A.

She is by far my favorite lecturer . I would watch any f her CLE classes.

Victor Q.

Thank you counselor!

Belinda B.

This course was really helpful

Billy J.

Truly outstanding. Every lawyer in America should listen to Francine


Great seminar. Francis is the best.

Iris G.

What an excellent program. i thoroughly enjoyed it.

Monty B.

REALLY great presentation. Clearly empathetic counsel.

R. Christopher R.

Fantastic seminar!

Joel H.

Wonderful Enjoyed the speaker and looking forward to the book

Jeffrey H.

great delivery

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