Communications Etiquette

Question 1

General Communications Rules

Answer 1

Always refer to client formally, regardless of medium

When interacting with anyone in a professional setting, be courteous, which includes:

1. Verify with attorney/office admins how the attorneys wish to be addressed by staff
2. How they wish to be addressed in front of clients, whether they are present or not
3. Be present, don’t partake in personal business on company time

Question 2

Receiving Telephone Calls (Identification/call waiting/tone/if person is unavailable/reliability/messages/call-screening)

Answer 2

Answer in 3 rings; Identify office and, if appropriate, yourself; Never put caller on hold without first getting acknowledgement from them; If you put someone on hold, try to return to them ASAP; Always use pleasant and sincere tone; If a person is unavailable, be as helpful as you can; be reliable; record complete/accurate messages; Check w/ each attorney about their preferred method of call-screening

Question 3

Taking Messages

Answer 3

Always record complete/accurate messages

Double check spelling of the names and repeat the telephone number/email address

Specify the complete date (AA/BB/CCCC)

Question 4

Placing Calls

Answer 4

Always identify yourself and your office

Have whatever files/materials you need for the call at-hand before you make the call

If calling for your employer, make sure employer is ready to participate in conversation

Question 5

Leaving Messages

Answer 5

When leaving a message on voicemail, speak clearly and slowly

State your name, title, employer, reason for the call and leave your telephone number

Repeat name/number at end of call

Question 6

Effective Oral Communication

Answer 6

Speak clearly; be sincere; be honest; use fact, diplomacy, discretion; be aware of body language; don’t eat; keep as much eye contact as possible

Question 7

Electronic Communication (tips)

Answer 7

Be polite; always confirm you are sending communicator to intended recipient; treat every email like it were an exhibit to be presented in court

Question 8

Email Etiquette

Answer 8

Emails can range from formal to informal; remember to review emails for spelling, tone, content; keep short; when responding to an email be extra careful not to allow your tone to become unprofessional/inflammatory; use salutation to start email; when closing, use complimentary phrase; always indicate content and/or case name in subject line; use a single topic on an email message; do not disparage co-workers and/or boss in email; do not use all-caps;

Question 9

Tips for Being Professional

Answer 9

Verify w/ attorney how they wish to be addressed by staff and/or in-front of clients