In the fast-paced and complex world of legal practice, effective communication is paramount to fostering a collaborative and efficient work environment — not only for your clients but also for your team.
From conveying legal strategies to promoting a cohesive team environment, communication is the linchpin that can either elevate or impede the trajectory of a law firm. Communication involves more than the mere exchange of words. It is the art of understanding and being understood.
You can be more effective at delivering your message by applying nonverbal and verbal cues aimed at ensuring the words you say, your tone of voice, and your body language align with your intended message.
Whether you’re aiming to refine your communication skills or to foster a communicative culture, read on to discover how you can transform your firm through clear communication.
Communication 101
Communication by definition is “the imparting or exchanging of information or news.” As a firm owner, you know that effective communication goes beyond this simple definition. It requires you to connect with your staff and clients in a way that builds trust and understanding.
Understanding the mechanics of human communication and connection through key psychological concepts gives a strong foundation for building relationships. Communication is inherently tied to human psychology. The exchange of information, emotions, and ideas relies heavily on the intricate workings of the human mind.
Recognizing communication as a psychological process involves acknowledging the cognitive and emotional factors that influence how individuals send, receive, and interpret messages.
A leader who approaches communication with intention has strong relationships with their employees because they educate themselves on how cognitive and emotional factors influence the ways individuals send, receive, and interpret messages.
The Flight or Fight Response
While individuals have different reactions to conflict or change, survival is a basic human instinct. Successful leaders must understand how to address the “fight or flight” response in the workplace.
When a person perceives a harmful intent, they immediately go into defense mode. The brain signals a release of adrenaline that primes the body for immediate reaction. During this process, the frontal lobe of the brain that controls logical thinking shifts from higher cognitive functions (such as logical thinking) to more instinctual, survival-based reactions.
Emotions are heightened when a person is stressed, which can be challenging for leaders to address. It’s important to create a firm environment that fosters open communication, support, and collaboration.
It’s Not Just What You Say
Nonverbal cues, such as body language and facial expressions, play a vital role in face-to-face interactions.
The 7-38-55 Rule is a communication model established by Albert Mehrabian, a psychologist and professor emeritus of psychology at the University of California, Los Angeles. In his research, he breaks down the factors in communication into three parts: verbal, tone of voice, and nonverbal (body language).
Body language accounts for 55% of communication intent, meaning nonverbal cues such as facial expressions, gestures, posture, and other body language play the most significant role in expressing emotions and attitudes.
When you are having a crucial conversation with a team member or delivering bad news to a client, check your body language. Ensure an open posture (no arm-crossing), direct eye contact, appropriate facial expressions and gestures, and a calm demeanor.
By intentionally evaluating nonverbal cues, you position yourself as a more adept communicator and leader, which will generate better understanding and connection in your interactions.
Master Your Emotions
Emotional intelligence is recognized as a top factor in personal and professional success. Firm leaders with high emotional intelligence can navigate complex situations, inspire and motivate their teams, and foster a positive organizational culture.
Emotional intelligence (EI), often referred to as emotional quotient (EQ), is the recognition, understanding, and effective management of one’s own emotions as well as the ability to perceive and influence the emotions of others. It encompasses a range of competencies related to emotional awareness, empathy, interpersonal relationships, and emotional regulation.
EI is broken down into five key components:
- Awareness: The ability to recognize and understand one’s own emotions, including how they impact thoughts and behavior.
- Regulation: The capacity to manage and control one’s emotions in various situations.
- Motivation: The drive to set and achieve goals, coupled with the ability to persevere in the face of challenges.
- Empathy: The ability to understand and share the feelings of others.
- Social skills: Proficiency in building and maintaining positive relationships.
The significance of emotional intelligence cannot be understated. It’s a transformative force that not only shapes individual success but also elevates the collective spirit of teams and organizations.
It’s How You Say It
While a majority of effective communication hinges on body language, it’s still important to deliver your message in a tone and style that aligns with your intended meaning and ensures that the listener understands your message.
According to the 7-38-55 Rule, tone of voice accounts for 38% of the meaning in communication while verbal (words) accounts for only 7%. This means that pitch, intonation, and other vocal qualities are more important than the words you say.
Regardless of whether your team is remote or in the office, it’s almost certain that you are routinely communicating with them through digital platforms such as Microsoft Teams, Slack, email, or text messaging. Don’t forget that digital communication requires just as much intention as the spoken word. Instead of tone of voice and verbal, focus on sentence structure, formatting, and word choice.
Before you start your meeting or draft an email, think about the message you wish to convey and the appropriate context you should give to that message through your word choice and tone.
Listen, Listen, Listen
Active listening is a fundamental skill in effective communication and requires individuals to be fully present and engaged in the conversation.
Here are three ways to become a better listener:
- Put away distractions: Whether you are meeting with a client or team member, give them your undivided attention. Push aside distractions, put away your phone,step away from the keyboard, and set down your pen.
- Remember nonverbal cues: As we mentioned before, nonverbal communication is key to effective communication. Focus on your body language, gestures, and demeanor.
- Take part in the dialogue: Offering verbal affirmations demonstrates that you are not only hearing the words but also processing and understanding the content. Verbal confirmation enables the speaker to feel heard and valued in the interaction.
Every aspect of communication plays a pivotal role in shaping your law firm’s work environment and client relationships. By building stronger communication skills and maintaining a space that demonstrates professionalism, law firms can cultivate a cohesive, collaborative, and successful team.
As the legal landscape continues to evolve, the importance of effective communication remains constant for the growth and prosperity of law firms, and most importantly, their clients. How will you communicate more effectively in 2024?
