The art of communication
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The art of communication
By Rudy Rivera
As most in the legal profession quickly discover, the road to success extends far beyond technical and scholarly expertise. Of equal importance is mastering the art of communication, an often-overlooked skill that can help build relationships and foster collaboration.
The first step in developing a talent for interpersonal communication begins by being friendly, upbeat, and likable, three qualities that will help you engage with others and breathe life into a budding relationship.
A sure-fire way to display your interest in others is to be a good listener, keeping in mind the timeless comment from Albert Einstein that “we have two ears and one mouth so that we may listen twice as much as we speak.” A good listener is someone who gives their full attention to what another person is saying, an act that instantly demonstrates interest and respect for others.
Making eye contact is an important aspect of becoming a good listener, conveying a message of sincerity that can be underscored by asking relevant follow-up questions. Providing appropriate non-verbal cues can help speakers feel more at ease and more likely to openly communicate their ideas. These cues can include proper posture, taking notes, nodding, smiling, and maintaining sufficient eye contact.
Staying in touch and delivering on your promises also are vital in building a meaningful and lasting relationship. The art of the follow-up is often lost in the toolbox of interpersonal communication skills and can quickly erase a positive first impression.
An in-house colleague was recently on the receiving end of one such encounter involving a major law firm where his company had spent more than $1 million to handle a complicated and contested bankruptcy matter.
During the pendency of the matter the communication was acceptable, but nearing the conclusion where only a few things remained to be completed, the lawyers would not answer e-mails or phone calls or complete tasks as promised for weeks at a time. In a last-ditch attempt to awaken someone from their slumbers, my colleague sent an urgent e-mail to one of the partners at the firm, telling him in point-blank terms that “NOT RESPONDING TO ME IS NOT ACCEPTABLE.”
At long last, my colleague received an e-mail response that was filled with vague assurances and lame excuses of “being very busy.” The excuse of being too “busy” is one of the worst things you can say to a client and does nothing to repair a relationship that already had started to unravel. In short, the needless damage could have been avoided by simply staying in touch and by responding promptly to phone or e-mail inquiries.
Lawyers always need to be mindful of the fact that, in many respects, they are in the communication business, where face-to-face and phone contact are preferred over electronic means. Consistent positive interactions build trust and rapport with clients, fostering a stronger long-term relationship that directly impacts customer satisfaction, loyalty, and brand perception.
Foremost, never lose sight of who you are serving, and remember to tailor your interactions to individual client needs, thereby demonstrating an understanding and concern for their situation. Such awareness can help cement your role as a trusted adviser who communicates in a timely, effective, and authentic manner.