Document Compiled for Symbiosis Law School

BUSINESS ETIQUETTE ANSWERS FOR TODAY’S LEGAL PROFESSIONALS

Too often, when new or established lawyers hear this term “business etiquette”, small hairs on the
backs of their neck begin to rise. Cringes often follow. “Business etiquette” conjures up the image of a
little old lady, wearing safe and comfortable shoes, who criticizes the way others sit, eat and
communicate.

However, the following is not true for this very important topic.

It does not matter whether people know all the rules of what we call “fish fork etiquette.” The truth is,
you can know those rules and still be the rudest person around. What is really important is that
professionals acquire the best manners possible, because good manners can help them land a client,
build a team, and even close the really big deal.

Following are things every lawyer needs to know to ensure they bring their best manners to work.

1. Working with external clients: Successful lawyers never forget that external clients are the lifeblood
of the profession. Without them, no lawyer has a job. Clients must always feel treasured like the
valued people they are. Whenever a client is present, give that person 100 percent of your
attention. End all personal conversations, phone calls, emailing, texting, and the like. Yes, put away
your smartphone and any other electronic devices.
2. Working with internal clients: Most lawyers rely upon a series of internal clients (junior lawyers,
paralegals, administrative and support staff) to help facilitate their work. Look for opportunities to
demonstrate that you respect the contributions they make to the workplace. When you enter the
office, stash away your ear buds and acknowledge others who you encounter. Avoid interrupting
when they speak. Because every email represents an interruption, avoid unnecessary emails or
texts.
3. Communicate: Share all critically important information relevant to a matter with external and
internal clients in a timely manner. When in doubt, more sharing beats less. When exchanging
information, use the recipient’s preferred method of communication. Don’t even think about
texting a client unless he or she has texted you first. And please never create an automatic voice-
mail reply message that says, “I don’t respond to voice-mails. Please email me instead.” (Yes, I know
of at least one young professional who had created such a response.)
4. Be on time: Always demonstrate your respect for others and their time by arriving for meetings and
other events promptly. True professional are never “fashionably late,” defined by one urban
dictionary as “the refined art of being just late enough (5 minutes or so) to give the impression that
they are a busy, popular person who was held up with other business.” Professionals with good
manners do not focus on creating the impression that they are “busy” or “popular.”
5. RSVP to invitations: As soon as you receive an invitation to an event—a quick business lunch, a firm-
wide retreat, an industry conference—check your calendar and confirm your availability. Then,
quickly decide and communicate whether or not you will attend. Please do not wait for a better

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Document Compiled for Symbiosis Law School

offer. If the invitation requests an RSVP, contact the host or hostess immediately. Once you have
indicated that you will attend, only an absolute emergency excuses your absence.
6. Dress appropriately: The attire you wear to the office creates an impression that extends to the
entirety of the organization. Always dress in a manner that reflects well upon you and the other
legal professionals with whom you will work. Your attire should also demonstrate your respect for
any clients with whom you will interact. At a minimum, every professional should: avoid dirty,
stained, torn or frayed clothing; avoid clothing bearing words or images that others might find
offensive; and avoid clothing that reveals cleavage, excessive chest hair, whale tails and plumbers
cracks.
7. Manage business meals with grace: Although business meals are more social in nature, they remain
business events. Just as you should arrive on time for every meeting to which you are invited, you
should arrive on time for every business meal you attend. No matter what your hunger level may be,
plan on ordering two courses. Then, match other diners. If they opt to skip an appetizer, you should
do the same. Avoid the most and least expensive item on the menu. Avoid any item you don’t know
how to eat as well as any item that might be messy to eat.
8. Practice attentive listening: The most successful lawyers I know ask thoughtful questions and then
engage in attentive listening, and they do so whether they are discussing a merger with the CEO of a
corporate client or interacting with staff in the mailroom or copy center. Whenever possible, put
aside your smartphone and ask open-ended questions that allow others to express their thoughts
and feelings. Listen to their responses. Ask appropriate follow-up questions. A simple, “How are you
doing today,” can help build loyalty and respect.
9. Mom was right: “please” and “thank you” remain magical words: Long ago, many of us were
taught that “please” and “thank you” are magical words that can open doors. They remain so. You
will never err by using these terms, and using them in the normal course of your interaction with
others helps position you as a classy person who possesses genuine manners. Please do make the
time to say, type or text these important words in their entirety. Millennials tell me they hate
messages that read “thnx.” As one young person noted, “If they can’t bother to type out ‘thanks,’
why write it at all?”
10. Become familiar with cultural nuances: We have fully moved into a global economy. Consequently,
today’s legal professional faces the prospect of working with many people raised in cultures far
different from their own. When you work for an international firm, make an effort to learn from
your colleagues who are based abroad. They can help you identify the level of formality you should
bring to business discussion, appropriate attire for a specific location, and potential verbal and
nonverbal communication issues. (Crane, 2014)
11. Answer before the third ring. This is a common customer service technique, and it really does have
value. People are impatient; they like to know that their calls are at least being acknowledged, even
if you can’t talk at that moment. Before the third ring, someone should answer, if only to ask the
caller to please hold a moment, or the call should be promptly redirected to an automated system.
(McIntyre, 2014)

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12. Always have business cards: Some people might disagree on this one, but most people still have
some kind of business card. It remains an efficient way to gather information, even if you are
inputting that information into another system and disposing of the actual cards within hours (if not
minutes) of receiving it. Yet, do not litter the room with your cards. Give out one card, and only
give it to people who ask for it. Keep your cards in a business card holder. It’s just gross to pull a
wrinkled card out of your back pocket and hand it to someone.
13. Picking up the tab: If you ask someone out for lunch or coffee, you should pay. If they insist on
paying their portion, don’t get in a fight over it. Let them pay. But, when in doubt, if you asked for
the lunch/coffee/etc., you pay.
14. Keep your mouth shut: With or without alcohol, some people just share way too much information.
You don’t need to be sharing personal information with anyone except close friends and family.
At social events, stick to polite, neutral conversation that makes everyone feel comfortable. Always
come armed with a couple of current events to talk about in case conversation stagnates, but don’t
digress into what your lactose intolerant body does when you accidentally ingest Gouda cheese.
That’s a sure turn-off. (Brodin, 2011)
15. Respect everyone and remember your manners: Everyone in your professional life deserves your
respect – your boss, your peers, and your administrative support. Your good treatment of everyone
equally makes you an excellent representation of the profession.

Bibliography
Brodin, K. (2011, August 31). etiquette-tips-for-lawyers. Retrieved from lawyerist.com:
https://lawyerist.com/31044/etiquette-tips-for-lawyers/

Crane, M. (2014, June 05). business-etiquette-answers-todays-legal-professionals. Retrieved from

http://www.lawpracticetoday.org/: http://www.lawpracticetoday.org/article/business-etiquette-
answers-todays-legal-professionals/

McIntyre, N. (2014, February 25). best-practices-law-firm-telephone-etiquette. Retrieved from

www.attorneyatwork.com: https://www.attorneyatwork.com/best-practices-law-firm-telephone-
etiquette/

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