The ringing phone: Immediate, efficient, personal – or – disruptive, intrusive, anxiety inducing?
The next generation of lawyers are shying away from real-time communication and the ringing phone. There’s been a shift in how we communicate, propelled by home-working and technological developments.
Has the shift produced a generation of phone-shy juniors? Or has the method of communication within the legal sector changed?
Answering Calls – Still Part of the Job?
At a time when we all email and message more than we call, millennials and GenZ lawyers are unsettled by the ringing phone. But, as a service provider, legal representatives need to be able to embrace the unexpected, be flexible, and develop a broad communication skillset.
‘Being responsive to urgent requests is a crucial part of being a successful private practice lawyer,’ says Lewis McDonald, global co-head of energy at Herbert Smith Freehills. ‘You should embrace the opportunity to be needed, win business, and help people.’
Paul Hastings LLP adds that ‘people aren’t as accustomed to instant dialogue anymore, because messaging provides a degree of control. But we need to recognise that…people can’t simply stop speaking to each other altogether.’
The need to use the telephone shouldn’t raise anxiety, or the assumption that one should always be available, but rather that impromptu communication is still an important part of the role.
Paul Hastings partner Oliver Browne also points to the critical importance of communication skills in dispute resolution: ‘Whether through arbitration or the courts, a great deal of emphasis is still placed on oral advocacy. The same applies to mediations and face-to-face negotiations. At some point, you have to engage in direct conversation – you can’t fully participate in these processes if you retreat into a world of text-only communication.’
Real-Time Communication Training
Embracing the ringing phone and real-time communication with confidence is a skill just like any other – a skill that can be trained and needs to be practiced.
Browne notes that many firms are now offering training to help junior lawyers develop networking skills, understand call etiquette, and refine their ability to engage in direct conversation. With far less time now spent in the office setting, new recruits are less exposed to the communication behaviours they are expected to emulate.
Balancing the Ringing Phone & Productivity
Outsource your ringing phone to us to ensure that every call is always answered professionally, and that each call is always directed to the right member of your team. Reduce unnecessary disturbances and distractions. Allow members of your team to return calls at their discretion and better manage their own time and workload. We can answer all of your incoming calls as though members of your own team, dealing with general enquiries, taking messages and patching calls through to relevant members of your team. We have over 15 years experience supporting the legal sector.
For more information on our services chat to a friendly member of our team…on the telephone(!) 01273 741400
For more information on the topic of this blog read this great article ‘Why GenZ Isn’t Answering Your Calls’
