A quarterly newletter by the Boston Chapter of the Association of Legal Administrators
By Charles Volkert, Esq.
Aside from training and experience, oral and written communication skills are among the most important professional capabilities that a legal administrator can possess. By virtue of their positions within law firms, administrators interact daily with a wide range of people – from managing partners and associates to vendors and legal service providers – and must be able to clearly communicate in a variety of circumstances.
Whether a legal administrator is meeting with the firm’s partners to discuss personnel matters, ordering new computer equipment, interviewing a job candidate, conducting a legal support staff meeting or explaining a policy change via an internal memo, the following six guidelines will enhance the power and effectiveness of his or her communication.
1.) Strive for clarity.
In both written and oral communication, the use of direct and specific language is the best way to convey information. Legal administrators should provide sufficient details about a situation, issue or problem but avoid delving too deeply into minutiae. In the intense, fast-paced environment of today’s law offices, coworkers have no time for long-winded explanations or irrelevant details. Especially when handling a sensitive or confidential matter, administrators must carefully consider how much information the other person needs to know and provide only that which is appropriate.
2.) Know the goal.
Before writing a memo, leaving a voice-mail message or speaking directly to another person, legal administrators should identify precisely what it is they want or need from the other person. By clarifying their expectations, deadlines and requirements, administrators will increase the likelihood of an appropriate, timely response.
3.) Adapt to the audience.
A legal administrator’s tone and demeanor when discussing job performance goals with a junior support staff member will likely be quite different than his or her approach when conferring with the managing partner about which legal secretary candidate to hire. By tailoring their communication style to the audience’s level of knowledge and expertise, administrators will find that listeners are more receptive and less likely to misunderstand the message.
4.) Pay attention.
The basis of good communication is not eloquent speech but careful listening. During conversation, it’s important that administrators make a continuous effort to block internal and external distractions and focus on the speaker’s words. One type of distraction that must be guarded against is "scripting," or the tendency to formulate a response before the other person has finished talking. It’s better to wait until the individual is finished, then ask for additional information or clarification if necessary.
5.) Model effective communicators.
By analyzing the speaking and writing styles of skillful communicators, administrators can identify and emulate good habits. Conversely, by paying attention to the mistakes made by those who are not particularly adept at clear communication, administrators can avoid committing similar errors.
6.) Recognize personal biases.
Each person brings his or her own opinions and assumptions into every conversation, which can quickly lead to misunderstandings. Administrators should make a conscious effort to focus on the facts and avoid jumping to conclusions or reacting emotionally to what someone has said or written. They may want to ask questions to confirm or correct their assumptions.
In the business of law, the ability to communicate precisely and effectively is central to success in the workplace and long-term career advancement. Those skilled at communication become that way through practice that hones their talents and makes them sensitive to the nuances of the spoken and written word. By implementing the six strategies outlined above, legal administrators will enhance their skills and be able to effectively convey their message in any situation.
by Charles Volkert, Esq. Charles Volkert, Esq. is executive director of Robert Half Legal®, a legal staffing service specializing in the placement of legal professionals with law firms and corporate legal departments. Based in Menlo Park, Calif., Robert Half Legal has offices in major cities throughout the United States and Canada.