Never Assume Communication

“The single biggest problem in communication is the illusion that it has taken place.”

George Bernard Shaw

           As a young lawyer, I liked to confirm that staff I worked with had mailed or filed something and completed the task we had worked on together.  It was important to me to confirm when I had communicated something, possibly out of lack of confidence on my part, or to just put it out of my mind that it was done. 

              However, I once had an assistant who had more experience than I did who absolutely hated that habit of mine. They took it as insult when I would follow up and ask if something got done, saying things like “no, I just threw it in the garbage can.”  They took it as a slight on their abilities. I eventually stopped asking them to do anything and just did it myself. In hindsight, that just doesn’t work. I have learned that following up to ensure that something got done is appropriate communication.

             An attorney can’t truly succeed without the support of their paralegals and assistants. Excellent communication is the bedrock of that professional relationship. Sometimes that means “over-communication.” But kindness within the team is just as essential, as well as an explanation of why “over-communication” is in everyone’s best interest.  A legal team has to be sure of a shared understanding of what needs to be done before charging forth on our individual duties. Erroneous subjective interpretations can lead to missed deadlines, substantive errors in documents, defeat in court, and loss of hard-won professional reputation.

          We have to be kind and patient with each other. Never be insulted if someone repeats back to you what has just been said to them. Closed-loop communication may not feel natural, but it can prevent disastrous assumptions. In theater companies, when a stage manager relays time to an actor, such as “”Places--Five minutes,” the customary reply is to repeat what was just heard – “Five minutes, thank you.” This ensures that the stage manager has their production in line and that the actor clearly understands when they need to be ready. The same methodology applies in hospitals, in restaurants, the space program – any working environment where success depends on everyone involved having a clear understanding of what needs to be done.

          We have to be patient with each other. When you give a directive, wait for clear confirmation.

           “I need you to x, y, and z.”

          “I understand. I will x, y, and z.” Or, “I don’t understand, please clarify.”

         If your teammate does not understand, patiently clarify your instructions, and receive their need for clarification with kindness. Shared checklists can help with routine tasks. It is crucial that everyone involved is working with a clear understanding of the work to be done. Our work affects people’s property, their money, their children, their marriages, sometimes their very lives. We can’t afford to mess that up.

Following up to ensure that something got done is appropriate communication.