The single biggest problem in communication is the illusion that it has taken place.—George Bernard Shaw
Senior lawyers may recall a time when we generally connected with each other via telephone calls, the U.S. Postal Service, or face-to-face meetings. In light of the numerous communication options now available, life is no longer so simple. Most importantly, choosing the wrong platform can lead to ineffective or failed communication.
Many lawyers simply revert to their default method of communication (often influenced by their respective generation) instead of considering the advantages (and disadvantages!) of that particular method before reaching out. The following narrative illustrates the effect that a poorly thought-out (or nonexistent) communication policy can have on an individual and, ultimately, an organization as a whole.
As a fledgling attorney, Becky found that communication practices were among the things that caused her the most stress. By and large, email was the default method of communication among attorneys, regardless of whether folks were working remotely or physically in the office. In practice, communicating predominantly via email proved to be inherently anxiety-inducing for Becky. Already battling depression, she found herself consumed by negative thought patterns and often misinterpreted email communications as evidence that colleagues were upset or displeased with her work performance. Indeed, having face-to-face conversations with the full spectrum of body language, tone of voice, etc., would have greatly benefited her mental health and relationships with colleagues.
We believe that mindful communication involves not only developing solid content and style but also reflecting on the most effective means to convey a message. To ensure productive and healthy communication practices, individuals and organizations alike must be involved in this exercise on an ongoing basis. Overall, we recommend that legal entities develop a written protocol keeping in mind that communications made by your attorneys or staff reflect your culture and represent your brand to the outside world.
Starting a Conversation about Communication
As communication platforms continue to evolve, it’s more important than ever to proactively build our communication skills, including raising our awareness of how our colleagues and clients communicate most effectively. One thing the co-authors have learned from experience is to meet people where they are, not where you think they are. Make it a point to actively challenge your implicit biases surrounding communication—indeed, those assumptions are likely leading you astray.
Relying on age-based stereotypes or “business as usual” to inform our communication methods can contribute to misunderstandings and unnecessary stress. For example, while 82 percent of managers believe that Gen Z employees prefer communicating via instant message, in fact, 83 percent of Gen Z employees prefer an in-person conversation. Sound familiar from Becky’s experience?
Unless and until you communicate about communication, you won’t know others’ preferences, especially as individual preferences continue to shift due to pandemic times. According to 2022 polling data, job flexibility is a paramount business consideration as 77 percent of U.S. workers say it’s critical an employer allows flexible remote work. Further, more than half of those surveyed (56 percent) said they were likely to switch to fully remote or hybrid work for more job flexibility.
As we continue to navigate this ever-changing environment, being able to communicate openly and honestly about our wants and needs is critical for our individual and collective well-being. Although our focus here is on strengthening communication in the legal profession, the advice given here will likely resonate in your personal life as well.
