HANDLING TELEPHONE CALLS IN A LAW OFFICE

1. Discuss the responsibilities in handling legal clients.

 As a legal office manager or assistant, you will interact with a variety of individuals,
including new and existing clients, court clerks, other attorneys, judges, government
officials, and members of the lawyer's family.
 Many of your office's clients will do their business over the phone. As a result, your deft
and astute handling or calls might make the lawyer's job simpler.
 Many people feel that anybody can answer the phone and welcome a caller, however
many office workers do dreadfully. To do these responsibilities successfully and
effectively, it is necessary to have skills, experience, tact, and understanding.
 Because the lawyer-client connection is so delicate, it is critical that you as a member of
the legal office staff be able to manage phone conversations properly.

2. Enumerate the steps in handling incoming and placing outgoing telephone calls.
STEPS IN HANDLING INCOMING TELEPHONE CALL
1. Always keep a writing tool near the phone, which should include a telephone message
notebook and a reliable writing tool.
2. Return phone calls as soon as possible. This means that you must pause whatever you
are doing and be ready to respond to the call.
3. Politely identify your company and yourself.
4. Screen the caller with tact. You can politely obtain the following basic information:
5. If the person who has been called is not present, it is your responsibility to offer
assistance and help the caller.
6. Politely end the phone call.
7. Complete the Message Slip and send it to the person in charge for action. Don't forget
to transfer the message from the Telephone Message Notebook to the Telephone Message
Slip and forward it to the person in charge for appropriate action.

PLACING AN OUTGOING CALL

 You will make outgoing calls on a regular basis, either on your own initiative or at
the request of the lawyer.
 Your personal directory will be quite useful in assisting you in making this contact as
promptly as possible.
 You will also have phone numbers in your phone directory for places where calls are
commonly made.
 You should normally dial long-distance numbers directly rather than through a phone
operator, as you may save a lot of money this way.
 Although many business calls are made 'station to station' (calling the number and
asking for the person contacted), it is sometimes cheaper and more effective to place
calls person to person.
  If you or the attorney needs to talk with a certain individual and you don't know if
that person will be available when you call, you should probably make a person-to-
person contact via the operator.
 If the person with whom you wish to speak is not available, you will not be charged
for the call.
 You should also be mindful of time variances across different regions of the world.
 Frequently, three or more people will wish to discuss a legal subject over the phone.
You can use the three-way calling function provided by your phone carrier.
 They might be in the same building or in separate organizations; in any instance, the
method is the same.

3. Apply telephone techniques and etiquette on the phone.

ANSWER A CALL WITHIN THREE RINGS.
If your job requires you to be available to callers at all times, you should be available
right away. The last thing you want to do is keep a customer waiting or send them to
voicemail after a series of interminable ringing. Allow yourself enough time to relax and
prepare for the call. Picking up the phone right away may cause you to become agitated.

IMMEDIATELY INTRODUCE YOURSELF.

In personal calls, it's enough to start with "Hello?" and let the caller introduce themselves
first. However, you should let the caller know whether they dialed the wrong number and
who they are speaking with. Practice saying, "Hello, this is [Your first name] from [Your
company." How can I assist you? The customer will be greeted with warmth, which will
set the tone for the rest of your call. And, if it turns out to be a frustrated college student
attempting to get pizza, they'll appreciate your politeness.

SPEAK CLEARLY.
For one thing, because they can't see your body language, the person on the other end of
the line can only judge you solely on your voice. On the phone, you should always talk as
clearly as possible and project your voice without shouting. A powerful, confident voice
can increase a customer's trust in you and your assistance. If you have poor cell coverage
or are unable to hear or be heard, ask to hang up and call again right away.

ONLY USE SPEAKERPHONE WHEN NECESSARY.

You may need to utilize speakerphone at times, but it is always preferable to use a
headset to keep your hands free. Give your undivided attention to your customers and
avoid using the speakerphone. This ensures that you are paying attention to them while
you are on the phone.

ACTIVELY LISTEN, AND TAKE NOTES.

Throughout the call, it is critical that you pay attention to your customers and actively
listen to them. Take notes so you can jot down the essential points and move right into
 issue solving without them having to repeat themselves. You should have a record of the
talk, and taking notes will be extremely useful during support calls.

USE PROPER LANGUAGE.

When on the phone, be mindful and considerate. Use suitable language - it's fine to use
humor when appropriate, but never make a joke that could offend a customer. Because
you never know who might be offended by something you say, it's essential to use formal
language.

REMAIN CHEERFUL.
Consider putting yourself in the position of someone who is having a poor phone day.
Remind yourself that the last thing your consumer wanted to do was spend their
afternoon dealing with customer service. The idea is to always have a pleasant and
friendly demeanor, especially in the face of adversity.

ASK BEFORE PUTTING SOMEONE ON HOLD OR TRANSFERRING A CALL.

Before placing someone on wait or transferring a call, inquire. Explain why it's essential,
and tell them that you — or another staff — will handle their problem as soon as
possible. By keeping your customer informed, they will be less likely to complain about a
lengthy wait period.

BE HONEST IF YOU DON'T KNOW THE ANSWER.

It's fine if you don't know the solution to a customer's inquiry, even if you've done all
possible to assist them. Don't be alarmed; customer service representatives are human,
too, and it's alright not to be the all-knowing voice of reason. Customers expect you to be
open and honest with them, so don't be hesitant to admit when you're stumped.

BE MINDFUL OF YOUR VOLUME.

If you're on a call and need to talk loudly because of a faulty connection or a hard-of-
hearing customer, simply exit the room and speak with them separately. Clients are
always your top priority, but you don't want to undermine the work ethic of others in your
workplace.

CHECK FOR AND RESPOND TO VOICEMAILS.

A voicemail can easily slide between the cracks, but the customer will not forget. If you
can receive voicemails, make sure you check for them on a regular basis. It only takes a
few minutes and can prevent a lost customer support request. Your consumers will
appreciate your timely answer, and you will be able to get back to doing what you do
best: giving educated and courteous assistance.

DO'S AND DON'T S

DON'TS
 Take no personal phone calls during a work meeting. Interviews and meetings with
coworkers or subordinates are included.
  While chatting, keep at least a 10-foot distance between yourself and anyone else.
 If you keep your caller on hold for an extended period of time, they may think they have
been forgotten and hang up. This could lead to a missed sale or a dissatisfied consumer. If
it's a business call, this could result in a loss of business or a negative customer
experience.
 In elevators, libraries, museums, restaurants, theaters, dentist or doctor waiting rooms,
places of worship, auditoriums, or other enclosed public venues, never use a loud voice.
 Avoid using ring tones that are too loud and irritate the eardrums. Turn up the volume!
 If your safety is at issue, do not "multitask" by making calls while shopping, banking,
waiting in line, or conducting other personal business.
 Distractions might range from answering an email to reading a news article. If you aren't
giving your whole attention on the phone, it will be evident in your voice and responses
when speaking with someone on the other end.

DO’S
 Keep all cell phone talks short and to the point.
 When conversing with others, remember to smile. Even though they can't see you, they
can hear a grin in your voice, and the caller will be lot more relaxed in their interaction
with you. Individuals like conversing with cheerful people.
 When answering the phone, welcome the caller cheerfully and inform them of who they
are speaking with. Always answer the phone with your name at the conclusion of your
welcome - this gives your name an upward accent that the caller will remember.
 In high-traffic or loud areas, use an earpiece.
 Inform callers when you are using a cell phone and where you are so they may be
prepared for interruptions or disconnections.
 Request "silent zones" and "phone-free zones" at work and in public places.
 Inform everyone on your stored-number list that you have just implemented new
cellphone etiquette guidelines.
 Speak clearly. You have something to say, and the person on the other end is interested in
hearing it. Nobody wants to have to repeat oneself several times throughout a discussion.
To avoid this, speak as plainly as possible.
 Make the caller feel welcome by addressing their inquiries as though they were a friend.

4. Demonstrate ability to fill up the "Message Slip".

 Whether someone calls in person or by phone, and regardless of who answers the phone,
proper notes must be taken for the lawyer's records.
 These remarks may also be filed in the client's file.
 If the call is brief and usual, fill out a printed Telephone Message Slip to note who
phoned and the nature of the conversation.
 It is critical that the information on the Message Slip be filled out completely and
precisely. When jotting down the message, you may repeat the caller's name (including
 spelling if the name is foreign to you) and phone numbers, and you should carefully
reaffirm dates.
 In annotating a call, you would verify information in the same way, repeating the date
and time of appointment, stating that it would be on (Tuesday, March 14), so that my
client is not confused about the specific day.
 The phone Message Slip is then put on your lawyer's desk for his attention when he
returns.
 You would make a note of the dates stated in your employer's journal.
 A phone message might be long and critical to a legal situation that is currently being
handled by the lawyer. In such a case, you would take meticulous longhand notes or take
the message verbatim in shorthand, write the notes on a memo form, and file them.

5. Demonstrate strategies to increase job efficiency on the telephone.

 If you must be gone from your phone, make arrangements for someone else to answer it.
 Unless there is an emergency, avoid making personal calls during business hours.
 Make correct use of the telephone device.
 It is never essential to yell while calling someone who is far away from your workstation.
 If you need to interrupt a discussion to answer another phone call or talk with someone
else, excuse yourself and explain why.
 If you're going to leave the phone number for an extended period of time, give the caller
the option of calling back or waiting for you to return later.
 When someone is on the phone, "check in" every minute or two, and when the call is
finally ended, say "thank you for your patience."
 The politeness of face-to-face interaction, where the smile is so crucial, can only be
communicated over the phone by a happy tone and careful word choice.
 Open your mouth properly so that every word you say can be clearly understood. State
clearly what you mean, and make eye contact with the person you are speaking to.
 After you've hung up the phone, don't carry on a discussion with someone in the office.
When you lift the phone receiver, you must pause your chat with your coworkers.
 While conversing with someone in the workplace, do not place the radio transmitter
against your chest. Covering the transmitter with your palm isn't always enough to keep
comments at bay.
 If your employer is having a private talk with you in his office, gently exit the room to
give him some solitude. Do not wait for him to instruct you to go; get out of the room on
your own.
 Never listen in on a phone call unless you are permitted to do so.
 When making many calls on a line that serves multiple individuals, attempt to space your
calls so that others may use the phone.
 When speaking, remove all foreign things from the mouth. Consider the mouthpiece to be
a mold in which every sound must be given proper shape.
 Remember the ABCs of phone etiquette. A-Always, B-Be, C-Courteous
6. Integrate practice of values necessary to attain harmonious relationships in the workplace,
such as: communication expressiveness, self-confidence, sense of responsibility, respect,
mental alertness.

COMMUNICATION EXPRESSIVENESS
Managers should bear in mind that the expressiveness level of their team is likely to be
quite different, particularly if you oversee a large group or department. Understanding
expressiveness can assist any person (management or individual contributor) better
understand how to communicate and express oneself. The expressiveness behavioral
factor is extremely important in communication management and interacting with teams
and direct reports.

SELF-CONFIDENCE
Self-confidence enables you to take risks and evaluate areas for improvement, both of
which help you grow as an employee. Those with high self-esteem have more working
relationships, are better able to deal with challenges, and are more satisfied. Self-
assurance also enables teams to be creative, resulting in innovative and collaborative
environments.

SENSE OF RESPONSIBILITY
Workplace responsibilities are regular tasks that a person or department does. When an
employee or management is in charge of a task, you may hold them accountable if it is
not finished or congratulate them if it is.

Employees that are accountable for their actions are more engaged and hold themselves
accountable to produce outcomes. Responsible leaders create settings that support high-
performance teams, which result in business success. Leaders that establish
accountability in their teams will benefit from more engaged team members who are
actively seeking methods to enhance performance.

RESPECT
Respect is an emotion that happens when someone is treated favorably due of their
qualities or character traits, but it may also be a representation of dignity toward
individuals. Respect between employees and a boss generates a healthy work atmosphere
and increases productivity. Employee retention and an organization's reputation as a
wonderful place to work may both benefit from a good work environment.

MENTAL ALERTNESS
Depression, anxiety, and psychosis are all mental diseases that may have a negative
impact on every part of a person's life. Improving mental health awareness can assist
employees in better understanding the seriousness of these conditions. Employers should
try to reduce the stigma associated with mental illness and provide proper assistance to
employees suffering from mental illness. Employee well-being is critical to the success of
 any organization. When a business gets proactive in protecting its employees' physical
and emotional well-being, it may result in a healthier workplace where everyone wins.

7. Values necessary to attain harmonious relationships in the workplace, such as:

communication expressiveness, self-confidence, sense of responsibility, respect, mental
alertness