Principles of Clear Communication

Effectively communicating is at the core of nearly everything we do, whether it's in our personal life or in the practice of law. This is particularly true when it comes to working with clients. For many people, having an open legal matter creates a lot of stress unless of course, it's because they won the lottery or something. Follow these 5 principles of clear communication to maximize not only your clarity but manage the soft side, too.

Consider Your Audience

Generally speaking, this is the first step in determining your overall communication approach. Is the person you are communicating with in a relaxed state or have you noticed any stress? Look at the situation, and the related message, through their eyes. Certainly, you can't change the message that needs to be delivered. But, remember that for the other person to actually hear the message and take it in, so to speak, their defenses need to be down. Now, there isn't much you can do to change that person's disposition. But you can adjust how you deliver the message. 

It's always a good idea to confirm with the client (or whoever you are taking with...) their preferred method of communication. Some people prefer to have a written copy - like an email or text. Others prefer a phone call. When you are connecting with clients from the very start, ask their preferred method of communication. If you can, do your best to use it. If you can't suggest another option and see if they are in agreement.

Choose Words With Care

It's so very easy to rely on the terminology we are most comfortable using. After all, all those legal words have very real and deliberate meanings. But for most people, legal terminology may require a few searches... to ensure understanding. To the best of your ability, choose words that are more easily understood by the general population. We aren't saying to talk down to your client. Just saying to consider the words you use to ensure a client can more readily understand it all.

Pay attention to conveying any emotion in your communication. If things are looking good for the case, just say that. Don't say it looks like everything is going to go the clients' way. Likewise, if things take a turn for the worse, convey that without alarm. Again, you can't change the message. But how you deliver it is key.

Conciseness is Key

It's a skill, for sure. Next time you are just chatting with someone, for a non-legal topic, notice how long it takes a person to kind of, well, get to the point. For storytelling, it's a great way to weave the bigger picture and really draw others in. But when it comes to the law, well, don't beat around the bush. Sure, this is a balance issue, especially when considering the previous, and next, points of clear communication. 

No need to beat around the bush. But also no need to shock or scare the other person either. It's the difference between 'this is a dire situation' and 'there are some areas of concern'. Balance conciseness with being overly direct. As I said, it's a balance. 

Be Proactive

Certainly, it's not a good idea to delay any important communication. Putting off the discussion in the hopes that things will get better is simply too risky. Likewise, if it's good news, no need to leave the other person hanging.

Again, this is all about balance and goes back to knowing your audience. Does this client like more frequent communication? Or do they prefer to only get milestone updates? Either way, having those conversations in a proactive way is key. If you believe some issue is possible or has the potential to affect the outcome of the case, it's likely a good idea to let the client know as soon as possible. 

Clarity

Hey, we all do it. We tend to adjust our message to lessen the blow if it's not great news. So we may not be entirely clear. Remember, if you aren't clear, the client will then take what you did say and begin analyzing it... what did they really mean? And we all know when we go into that mode, well, everything can look overly bleak or overly positive. Be very clear. Focus on one main point. Say what you mean and mean what you say. This builds trust and confidence between you and your clients.

Clear communication is all about balance. Success is when all parties are informed and hear the message in a way it is understood. It's all about connecting with others and building trust and confidence. That's true for clients and in our personal lives.