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Refining your communication skills is a constant journey, whether you’re a seasoned pro or just starting. Here are four actionable steps to elevate your business communication game:
Evaluate Your Communication Channels: Take stock of how you communicate professionally. It’s not just about what you say but how you say it. Whether you’re conversing verbally, writing articles, firing off emails, or engaging on social media, each platform shapes your professional image. Assessing your channels helps ensure consistency in your communication style.
Seek Constructive Feedback: Don’t shy away from feedback; embrace it. Consult trusted colleagues or mentors for honest assessments of your communication skills across various platforms. Constructive criticism, though sometimes uncomfortable, can lead to significant improvements. Remember, growth often stems from discomfort.
Identify Communication Barriers: Pinpoint any obstacles hindering effective communication. Personal tendencies, like introversion or phone aversion, can pose challenges. Acknowledge these barriers and develop strategies to overcome or work around them. Awareness is the first step toward improvement.
Refine Your Communication Techniques: Enhance your skills with practical tips:
Practice active listening: Focus on understanding rather than responding. Engaged listening fosters deeper connections and uncovers hidden insights.
Master nonverbal cues: Your body language speaks volumes. Pay attention to your posture, gestures, and facial expressions to enhance your message’s impact.
Manage stress effectively: Whether in heated debates or exhilarating moments, staying composed is key. Learn to navigate stress with poise, maintaining clarity and control in your communication.
Effective communication is a cornerstone of success in law and business. By implementing these strategies, you can sharpen your skills and make communication your greatest asset.
It’s been just over four years since the world shut down for the COVID-19 pandemic.
In some ways, it feels like another lifetime, and I believe that’s a trauma response. But a LOT has changed since 2020. I do firmly believe, however, that the pandemic and the months that we spent at home were not a blip, but a sea-change.
One of my LinkedIn friends, Helen Burness, of Saltmarsh Marketing, said last week:
Facebook declared unsafe for next period.
Memories like this keep flashing up daily.
They are reminders of a time I will never forget.
By way of trauma processing, we remembered the run up to lockdown last night over dinner and key “highlights” of the time. If you can call them that.
😷The brief novelty of Zoom backgrounds as we all pivoted online (demonstrated here)
😷Empty supermarket shelves
😷Dystopian images of central London with no people and traffic
😷Delusions that working parents were in any way online educating their young children whilst trying to sustain full-time working from home.
😷The terror of seeing numbers rise, ominous radio and TV ads telling us to “Stay home, save lives”
😷Massive profiteering of face masks and hand gel. I recall paying £20 for a pack of five disposable face masks and felt like I was winning. Face masks were CURRENCY.
On the more positive side:
🫶Sunday night 80s watchalongs on Twitter with people like Simon P MARSHALL Sameena Safdar and crew.
👏It was a great time for memes. I have kept a lot of them.
👏Finally companies realised the possibilities of remote working.
👐We drove all the way from SW16 to Buckingham Palace one day when we defied shielding as were losing our minds at home. It took twenty minutes only. This will never ever happen again.
It is all to easy to treat the pandemic years as a throw away book in the great novel of life. But it’s so important we remember a virus that had such a huge social and economic cost, the aftermath of which continues to play out.
I did enjoy this whimsical Zoom background at the time though. I think it may have been hysteria setting in.
Helen shared a particularly hilarious Zoom background with her and a delightful chipmunk. I remember having one of our members who was on the Starship Enterprise for a call, and who could forget the lawyer who had to reassure the judge that he was, in fact, “not a cat.”
We all, at times, were a bit hysterical.
But as I said, I certainly don’t think of the pandemic, and the last four years, as a blip in our history that we can move past. For me, it was a whole shift in my life that I’m still processing and likely always will be.
It brought me closer to some people and pushed others out of my life completely.
It fundamentally changed the way that we approach our business in the ILN – I believe for the better! I hope it’s made us more empathetic and engaged with the real lives of the people that we work with and for. We had already decided before the pandemic to create an Executive Committee, but that change happened as the world was shutting down, so my tenure as Executive Director being three months old, bringing on a new chair, and forming a new Executive Committee following the shutdown was a big undertaking. Our Board of Directors moved nimbly and was incredibly responsive – I couldn’t have been prouder of them. They showed up to every video call I asked them to, responded to emails, and got the business of our Network done quickly and efficiently so that we could make the decisions that we needed to.
We were supposed to have a conference two weeks after the shutdown was called, and we canceled the conference on the same day the shutdown happened, and our members responded with kindness, empathy, and an abundance of patience. I knew several other organizations in similar situations who weren’t as fortunate and I must say that we were exceptionally lucky.
All of the communications, both email and video, that we undertook were a masterclass in empathy, connection, engagement, and acceptance. Not everything was successful, but we were accepting of failures and willing to try the next thing. The group really took a lot of things in their stride, and I am endlessly grateful for the leeway that they offered during that period of trial and error.
We were all grateful for the little things – I have always worked to be that way, but it has brought that into sharp relief for me. In part, that was because I went through lockdown with a dying dog and I wouldn’t have been gifted with that time with him otherwise – as a newly appointed Executive Director, I would have been committed to even more traveling were it not for the pandemic.
It’s also made me want to create real change in what I do in all areas of my life – in the US, we had front-row seats to the deaths of Ahmaud Arbery, George Floyd, and Breonna Taylor, who were only the latest in a long and of course, continuing line, of Black people murdered too soon because of white supremacy. I have been able to see and understand how I can make change not only with my vote and my voice but in my community and in the places I have power. That’s true for all of the things that make us human, like women’s rights, LGBTQIA+ rights, becoming a more sustainable organization, and more.
The one thing that never stopped during the pandemic was work. We learned that we could work from home and we found that we were more productive than ever and companies were more profitable than ever – despite this, mental health was at an all-time low, which reflects how broken our systems are. We found out that the true heroes were nurses and doctors and sanitation workers and EMTs and gig economy workers and teachers…and yet as soon as there was a semblance of normalcy, they were quickly thrown away.
But while some things haven’t changed, many important things have. I believe many, if not all, of us will be processing the pandemic years for a long time to come and may not realize the impact that they had on our mental health for some time. I like to look at the silver linings of hard things – not because I’m a Pollyanna or because I believe that everything happens for a reason (I really don’t), but because I believe that if bad things are going to happen, we may as well learn something from them anyway. So from the pandemic, I’m grateful for the time I had with my sweet Barney, the closer connections I gained with my member lawyers and the ability to strengthen our leadership muscles, the push we needed into virtual video connecting, and the ability to fully embrace and endorse the necessary work of DEI and sustainability for the future.
What lessons have you taken away from the pandemic years?
PS – I’d like to give a shoutout to every law firm’s COVID “Hub” and my related post “I don’t want no hubs” which still makes me giggle.
Introducing our comprehensive guide to mastering modern time management for lawyers! Whether you’re juggling billable hours or balancing personal commitments, these five strategies will revolutionize how you manage your time:
Embrace Digital Scheduling: Transition to digital scheduling tools like Google Calendar or Outlook to streamline your workload. From yearly plans to daily to-dos, keep your schedule synced across all devices.
Set SMART Goals: Begin with clear, actionable goals for the year, breaking them down into monthly milestones. With a roadmap in place, stay focused on what truly matters, adjusting priorities as needed.
Master the Art of Delegation: Identify tasks that can be outsourced or shared, freeing up valuable time for high-impact work. Remember, saying “no” to non-essential tasks is saying “yes” to your priorities.
Minimize Distractions: Create a distraction-free workspace to maximize productivity. Turn off non-essential notifications, designate specific focus hours, and prioritize deep work over multitasking.
Make Every Minute Count: Utilize downtime for productivity bursts. Whether waiting in line or commuting, tackle quick tasks like email triage or social media engagement. Every minute adds up to your goals.
Ready to supercharge your time management skills? Share your favorite strategies and join the conversation! Let’s empower each other to thrive in the modern legal landscape.
I’m on hold, listening to what I’m sure this company assured itself was jazzy music, while I try not to grind my teeth together.
It has been four weeks since the dishwasher repairman was here to assure me that it would only be “a few days” before a new dishwasher was installed.
Now, listen, this is REALLY a high-class problem. Plenty of people don’t have dishwashers, because they ARE the dishwasher. I have a new appreciation for that as someone who has spent a lot of weeks washing her own dishes – though I’d really like to be able to boil some dog dishes in the dishwasher again, especially with an ancient basset hound who is more susceptible to bacteria in his advanced age.
But it’s easy to cope with, not a major issue. But it IS something I’m paying for. I have extra insurance that allows me to make a claim when I have certain repairs needed, pay a lesser amount for those repairs and (theoretically) get quick and decent service by vetted repair people. Usually, it goes fine.
But this time, the bureaucracy stepped in, because I know that when the tech recommended a new dishwasher, someone above him insisted that they hunt instead for parts that don’t actually exist for my 30+-year-old dishwasher <<insert comment about how they don’t make ’em like they used to>>.
And so, now, it’s been a month that I’ve waited. The time isn’t the problem – it’s the lack of communication. Except for a cryptic call a couple of weeks ago, when a recording told me that they were canceling a repair appointment that I didn’t know I had because the parts weren’t in yet, it’s been radio silent. I had to call them.
Let’s contrast this with a story I read yesterday on Threads – a travel writer posted that she had arrived in India to find that an airline had lost her luggage. These days, we all know that’s a typical occurrence. Her hotel – and I am going to name-drop them – the Leela Hotel in New Delhi, not only communicated with the airline for her, but they also picked her bag up from the airport when it arrived, delivered it to her room wrapped in a bow AND gave her a cake in the shape of her actual luggage to welcome her back to her room that day.
Now THAT is going the extra mile.
If you’re still with me by now, you may be wondering what ANY of this has to do with lawyers. Hopefully, you’ve already figured it out – it’s all about client service. You don’t have to bake your clients a cake – though I’m going to be honest, it wouldn’t hurt. I also accept cake by the way.
But there are some very important lessons in both of the above stories that are truly relevant:
Communication and Expectations:
Regular updates and transparency build trust.
Set realistic expectations from the outset, tailored to each client’s communication preferences.
Taking Ownership and Prioritizing Quality:
Own and resolve issues promptly, avoiding blame or excuses.
Prioritize client needs over bureaucratic processes, ensuring quality service delivery.
Proactivity and Continuous Improvement:
Anticipate and address potential problems before they escalate.
Seek feedback and continually improve client service processes.
Personalization and Anticipating Needs:
Tailor service to meet each client’s unique needs and preferences.
Anticipate client needs proactively to provide a seamless experience.
Surprise and Delight:
Create memorable experiences through thoughtful gestures and surprises, fostering client loyalty.
The theme throughout the above is obviously knowing your client, which most lawyers excel at and using that knowledge to meet their needs when you communicate with them, continuously improving your services, anticipating their needs, and working to surprise and delight them. This is how you not only make them happy and retain them as clients, but ensure that they are the bullhorn for your services to their peers.
In our ongoing series on essential soft skills for lawyers, we’ve tackled the basics and presentations, and now, we’re diving into the realm of business writing. While you might be proficient in legal jargon, effective business writing demands clarity, conciseness, and accessibility – qualities that resonate with both legal and non-legal audiences alike.
So, how can you enhance your business writing prowess in today’s digital landscape?
Practice makes perfect, as the saying goes. Take every opportunity to hone your writing skills, whether it’s drafting legal briefs or crafting blog posts. However, don’t limit yourself to legal topics. Identify areas of interest or expertise outside the legal realm that you can explore through writing. Whether you’re sharing insights on niche legal subjects or delving into personal interests like cooking or technology, writing consistently is key to improvement.
Consider platforms that align with your goals and target audience. LinkedIn Publisher offers a built-in audience and is ideal for sharing professional insights. If you’re considering a standalone blog, collaborate with your firm’s marketing team to establish a compelling business case. Selecting the right platform ensures your content reaches the intended audience effectively.
Identify who you’re writing for and tailor your content accordingly. Whether it’s general counsel, HR managers, or industry influencers, understanding your audience’s needs and preferences is crucial. Focus on providing actionable insights and solutions to their pain points. Keep your writing clear, concise, and relevant to maintain reader engagement.
Expand your reading repertoire to enhance your writing skills. Explore articles and blog posts on topics similar to your interests. Analyze the writing style of industry thought leaders and identify what resonates with you. Utilize social media platforms like Threads and LinkedIn to discover trending topics and influential voices. Drawing inspiration from diverse sources will enrich your writing style and broaden your perspective.
Engage with thought leaders in your field by responding to their content and sharing your insights. Collaborate on co-authored articles to showcase your expertise and strengthen professional relationships. Look beyond your immediate industry for inspiration and learn from different approaches to business writing.
Invite feedback from trusted peers and mentors to refine your writing. Solicit constructive criticism on clarity, tone, and relevance. Use feedback to fine-tune your writing style and ensure it resonates with your intended audience. Embrace criticism as an opportunity for growth and continuous improvement.
Share your writing with your intended audience and a select group of editorial allies for feedback. Leverage social media platforms to amplify your reach and engage with your audience. Cultivate a culture of sharing and collaboration to foster professional growth and thought leadership.
By honing your business writing skills, you’ll not only enhance your communication abilities but also establish yourself as a trusted authority in your field. Embrace the evolving landscape of legal writing, and you’ll be well-equipped to navigate various professional avenues with confidence and clarity.
You may have heard that Robert Downey, Jr.(RDJ) won the Screen Actors Guild award a few weeks ago for his portrayal of Lewis Strauss in Oppenheimer. I didn’t watch the awards ceremony, but I heard later that RDJ mentioned Mel Gibson in his speech – he was thanking several celebrities who had influenced his career, and Gibson was one of them.
Because of RDJ’s decades-long work on his sobriety, he works hard not to be judgemental of other people, and supposedly this is where his willingness to forgive Gibson for his previous harm to others comes in. Gibson isn’t the only one that RDJ has so willingly forgiven – RDJ has also recently helped Armie Hammer, who was credibly accused of several things (I won’t detail them here, but you can easily google them; no actual charges have ever been filed).
This past weekend, RDJ then won his first Oscar for the same role and seemed to snub beloved actor Ke Huy Quan, which again led to calls for his “cancellation” and referring to him as a “villain.”
This got me thinking about the idea of “cancel culture,” but more specifically that of real and meaningful apologies and changed behavior. It’s a nice idea that RDJ wants to be non-judgemental of Gibson, but if we’re honest, it seems that Gibson is not sorry for the things that he has done and said, including according to this article from the Daily Beast, “racist rants and domestic violence, antisemitic remarks, and homophobia,” not to mention, using the “n-word” a handful of times.
Shouldn’t we be judgemental of that? What’s left if we’re NOT judgemental of that?
And listen, I, too, want to live in a world where we’re reaching across the table to people who think differently from the way we do, to create a level of understanding and friendship. But I don’t want to do that if I’m also harming others at the same time. Is it more important to call Mel Gibson in or to protect the groups of people that Gibson is harming – Black people, women, LGBTQIA+, and Jewish people?
And this is where the idea of cancel culture comes in.
We’re all human. We’re all going to make mistakes – some small, some big, and some REALLY big. I’ve made some big mistakes before. And I hope that when I make those mistakes, that someone, hopefully, everyone, is going to give me the grace to learn from those mistakes and to do better.
But I also have to be open to that learning. Not just open, but also understanding of the harm I may have created with the mistake. To know that some errors cannot be easily repaired. That impact IS greater than intent and not everything can be forgiven, even when my future actions show that I’ve learned my lesson.
This is where humility comes in – not humiliation, that’s different – but real, honest humility. Being willing to listen to the harmed party, to understand what I did wrong, without needing or trying to justify or excuse my behavior or words. And then a willingness to change my behavior.
Cancel culture exists because people are not truly apologizing. They’re either not actually sorry that they upset and harmed someone in the first place or they don’t believe they did anything wrong (see: Mel Gibson) or they just want the whole thing to blow over so that they can keep doing what they were doing, hopefully without consequences. Many of them don’t understand what the big deal is, or they feel like THEY are the slighted party for being called out.
Do we sometimes take the call out too far, because everyone feels like they get a say in what should be a private matter? Sure. Social media has made it possible, and in some cases, people feel it is their responsibility to weigh in on every incident.
And while we may not NEED to weigh in on everything – do I get the irony that I’m weighing in on a cultural happening here on my blog? I do – there’s nothing wrong with using things that happen in society to reflect on them in our own lives, with our own networks, and to use them as discussion points for our friends, families, and connections. As the memes often say, “[insert famous person] may not see your careless and callous comment about them, but your friends and family will.” And isn’t that the truth?
What does ANY of this have to do with lawyers?
The legal industry doesn’t exist in a bubble. We CERTAINLY can benefit from being called in, humility, and understanding what cancel culture truly is. I’ve spoken before here about real and meaningful apologies and I believe that they’re something that every good leader – and honestly, every good human, should understand how to make. We’re in an age of reckoning, whether it’s with racism, homophobia, transphobia, sexism, ableism, classism, or a litany of other things, these are issues that we must consider within ourselves and our organizations.
All of us – every person – will make mistakes. We can’t lead perfectly or succeed at work perfectly. Failure IS human. And that’s great news. But what we DO with that failure is important. When we harm someone with our words or actions, and especially if they are brave enough to let us know that they have been harmed, we have the opportunity to try to repair that harm, both with our words and our future actions. It will still be like a broken plate that’s been glued back together – not quite as good as if we’d never broken it. But it doesn’t mean that we don’t do our best.
In closing, as we navigate the complexities of accountability and forgiveness, let us not merely contemplate these issues but actively engage with them. Let us challenge ourselves to confront harmful behaviors and attitudes, both in ourselves and in others, with humility and a commitment to growth. By fostering genuine dialogue, acknowledging the impact of our actions, and striving to make amends, we can contribute to a culture of accountability and compassion. Let us embrace the opportunity for personal and societal transformation, recognizing that change begins with each one of us. Together, let’s work towards a future where understanding, empathy, and genuine accountability prevail.
As we started to discuss last week, in the realm of legal practice, mastering soft skills is just as crucial as understanding the law itself. One such skill that often requires refinement is the art of presentation. Whether you’re a fledgling attorney or a seasoned professional, effective presentation skills can significantly bolster your career trajectory.
Now, let’s address the elephant in the room: public speaking. For many, the mere thought of standing before an audience induces a sense of dread. Trust me, I get it. However, even if public speaking isn’t your forte, cultivating this skill can pay dividends in various professional scenarios. As an introvert myself, I’ve found that embracing public speaking has not only bolstered my confidence but also enhanced my ability to communicate effectively in diverse settings, from networking events to impromptu meetings.
Unfortunately, formal education often overlooks public speaking as a crucial skill. While you might excel at arguing cases in law school or the courtroom, captivating an audience requires a different set of abilities altogether.
So, what can you do to hone your presentation prowess?
Practice, Practice, Practice
Embrace every opportunity to speak publicly, starting small if necessary. Consider volunteering at charitable events, alumni panels, or within your firm.
Rehearse rigorously. Crafting your presentation well in advance allows ample time for practice, helping you iron out any wrinkles and boost your confidence.
Ask for Feedback
Solicit constructive criticism from friends, mentors, and trusted colleagues. Their insights can offer invaluable perspectives on refining your delivery and content.
Engage in role-playing exercises with industry mentors to simulate various speaking scenarios, from Q&A sessions to business meetings.
Record and review your presentations to identify areas for improvement, including body language and audience engagement.
Watch Others
Study compelling speakers both online and locally. Analyze their techniques, from body language to speech patterns, and incorporate elements that resonate with your style.
Attend local speaking engagements to observe diverse presentation styles and glean insights for enhancing your delivery.
Seek Expert Assistance
Join a local Toastmasters club to practice public speaking in a supportive environment and receive constructive feedback.
Consider enrolling in an improv class to sharpen your improvisational skills and bolster your confidence in handling unexpected situations.
In essence, effective presentation skills transcend mere public speaking; they empower you to articulate ideas convincingly and connect with your audience authentically. Whether you’re advocating for a client in court or delivering a keynote address, mastering the art of presentations is a professional asset that transcends the confines of legal practice. So, embrace the challenge, and let your voice be heard.
In today’s hyper-connected world, our devices keep us tethered to work even during off-hours. While taking breaks is crucial for well-being, being responsive remains a cornerstone of client and business relationships. Yet, it’s surprising how often this simple aspect is overlooked.
It’s a major pet peeve of mine when emails go unanswered, and I know many share this sentiment. Let’s delve into why responsiveness matters and how it’s an easy fix.
In today’s landscape of business and relationship development, sharing content has become a cornerstone strategy. While it might seem counterintuitive to share the limelight with others by quoting or referencing them in your articles and posts, it’s not only essential but also a savvy business development practice. Here’s why:
It establishes you as a good content citizen: While we all understand the importance of avoiding plagiarism, acknowledging the sources of inspiration behind our ideas is equally crucial. Recognizing the contributions of others not only upholds ethical standards but also enhances your credibility and authenticity in the eyes of your audience.
It adds value for your audience: Sharing content isn’t just about showcasing your thoughts and words; it’s also an opportunity to introduce your audience to other insightful voices. By linking to the original work or profiles of those who inspired you, you enrich the experience of your audience and demonstrate a commitment to providing diverse perspectives and resources.
It’s a strategic move: Leveraging others’ content can be a strategic tactic in your business and relationship development efforts. Suppose there’s a potential client or influencer whose attention you seek. In that case, you can use their content as a springboard for your ideas. By referencing and tagging them in your posts, you not only acknowledge their contributions but also initiate meaningful connections. This approach opens doors for collaboration, fosters reciprocity, and expands your network in a genuine and organic manner.
As you prepare to craft your next article, blog post, podcast, or presentation, reflect on the sources of your inspiration and how you can best acknowledge them. Whether it’s through direct quotations, citations, social media tags, invitations to collaborate or share the stage or microphone, remember that giving credit where it’s due is not just good practice; it’s a testament to your integrity and respect for the collective knowledge within your community.
So, as you embark on your content creation journey, embrace the spirit of collaboration, and let your content serve as a beacon of authenticity and generosity in your professional endeavors.
Ever feel overwhelmed by marketing jargon? You’re not alone. Let’s demystify some buzzwords and explore how you’re likely already engaging in effective relationship-building through your content. This all might sound a little bit scary, but I promise, once we get rid of the jargon, you’re going to realize how accessible to you it all is!
Today, we hear terms like “social media marketing” and “content marketing” tossed around. At first glance, they might seem intimidating, but in reality, they describe activities many of us are already familiar with.
For instance, “social media marketing” emerged as we adapted offline relationship-building techniques to online platforms. Similarly, “content marketing” encompasses much of what law firms have been doing for years – sharing legal insights with clients. While these terms might sound complex, they often represent activities you’re already undertaking, just with a new label attached.
Within these marketing strategies, we’ve identified two approaches: “broadcasters” and “engagers.” Broadcasters focus on spreading their message (essentially posting or sharing news or content), while engagers prioritize building relationships. Both have their merits, but the latter, known as “relationship marketing,” emphasizes meaningful connections over mass dissemination.
As attorneys, relationship marketing aligns perfectly with our profession’s emphasis on word-of-mouth referrals. We’ve been cultivating relationships for years; social media and content simply amplify those efforts.
Let’s break down two key tactics for effective relationship marketing:
“Inbound marketing” entails actively drawing your audience to your content. It’s about sparking dialogue and engaging your community. While lawyers may encounter challenges in fostering online engagement, there are strategies to overcome these barriers:
Start conversations: Pose questions in your social media posts to encourage interaction.
Be proactive: Use your content to connect with influencers and peers, demonstrating your expertise and fostering relationships.
Share and engage: Share valuable content from others in your industry, tagging them to initiate dialogue and showcase your knowledge.
User-generated content (UGC) involves leveraging your audience’s contributions to enhance your online presence. While encouraging UGC in the legal field presents unique challenges, there are ways to prompt meaningful engagement:
Write for your audience: Solicit input from your audience by addressing their legal concerns in your content.
Seed the content: Encourage participation from your colleagues to kickstart engagement and demonstrate a thriving online community.
By embracing relationship marketing, lawyers can strengthen client connections and foster new business opportunities. Despite the evolving terminology, the essence remains unchanged: building meaningful relationships that drive success.
How is your firm leveraging relationship marketing to advance your business goals? Let’s continue the conversation in the comments!