Communication tips to get ahead

Building rapport and getting along with people in your office is necessary to success. Whether it is proactively getting feedback from a partner or having a good relationship with the secretary who helps you burn the midnight oil, professional relationships can make—or break—your career. A recent webcast and teleconference, “Avoiding Common Mistakes Associates Make in Client Communications,” offered tips to build that rapport.

Program presenters included Martin Camp, Southern Methodist University Dedman School of Law; Barbara Miller, Barbara B. Miller Communication; and Michael Downey, Hinshaw & Culbertson LLP, who moderated the discussion.

Miller says the biggest difference between employees who are achievers and those who are sustainers is not necessarily the quality of their work product, but the fact that achievers spend 50 percent of their time focusing on communication through developing alliances and managing perceptions with others, whereas sustainers put 70 percent of their time into their work and 30 percent of their time waiting to get noticed.

According to panelists, the following tips can build confidence in an associate’s abilities—both with co-workers as well as clients:

1. Return calls and e-mails in a timely manner
2. Realize that it is o.k. to say "I don’t know"
3. Plan ahead before communicating
4. Address major issues when they occur
5. Control your emotions
6. Ask for feedback in a timely manner
7. Listen carefully to identify the overarching problem
8. Understand that the message heard may not be the message delivered
9. Understand the inappropriateness of gossip
10. Give credit to others.

In addition, associates should manage time and expectations by not over committing themselves. Eager associates often volunteer too often or are too afraid to say no to partners when they are asked to work on a project. Spreading yourself too thin can put your reputation and credibility on the line. Make sure to get details on the project and its deadlines before deciding if you can fit it in, panelists suggested. Fully understanding the expectations of a project is part of wise time management. Keep in mind that how you say “no” is more important than if you say “no," panelists stressed.

Most important, remember that people like to do business with people they like. Getting on someone’s good side involves promoting shared commonalities. Pay attention to styles of communication and adapt accordingly.

“Avoiding Common Mistakes Associates Make in Client Communications” was sponsored by the Law Practice Management Section, Young Lawyers Division and the Center for Continuing Legal Education.

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