Are You Turning Conflicts into Opportunities?

Navigating Disputes with Clients and Colleagues

Conflicts in a law firm, whether with clients or between colleagues, can derail the progress of transactions and damage professional relationships if not managed tactfully. Effective conflict resolution is pivotal not only for the immediate resolution but also for the long-term health of the firm.

Understanding and Resolving Conflicts

One effective method for resolving disputes is to truly understand the underlying issues and emotions involved. Empathy and active listening are crucial. For example, a partner at a well-known law firm faced a challenging situation where a long-standing client threatened to leave due to dissatisfaction with how a matter was being handled. The client felt their concerns were not being taken seriously, which was leading to mounting frustration.

During a coaching session, I worked with the partner to develop a strategy to address this conflict. We role-played the upcoming conversation, focusing on acknowledging the client’s concerns without becoming defensive, and exploring solutions together rather than dictating terms. The partner learned to ask open-ended questions to draw out the client's true concerns, which turned out to be more about communication styles than the legal strategies being employed.

Anecdotal Evidence of Success

Another instance involved a senior associate who was inadvertently stepping on the toes of a more junior lawyer. The junior lawyer felt overshadowed and undervalued, a situation that was causing tension within the team. During a team coaching, we used this scenario as a case study, emphasizing the importance of clear role definitions and mutual respect.

We discussed how establishing clear expectations and communication channels can prevent such conflicts. I guided them through establishing a 'pre-meeting' routine where all involved parties could voice their expectations and contributions beforehand, ensuring everyone felt involved and valued. According to their recent feedback, this approach not only resolved the tension but also improved the team’s overall efficiency and morale.

Strategy Implementation

Implementing conflict resolution strategies involves several steps:

1. Listening Actively: Engage fully with the other person, showing genuine interest in their viewpoint. Rather than quickly responding with the explanation why your point of view is better, try to tell yourself whatever they will say, I will be on their side and thinking what could be one or two good arguments that their point of view is the right one. I know this is really counterintuitive, it feels like a waste of time, but this approach can be much more effective in the long-run as people start to learn that you are not dismissing their opinions and will want to go the extra mile when working on assignment with you.
2. Staying Calm: Maintain a calm demeanor, even if the discussion becomes heated. This helps de-escalate emotions and keeps the conversation productive.
3. Seeking Common Ground: Highlight shared objectives and values to foster a collaborative atmosphere.

Long-term Benefits

Effective conflict resolution not only resolves immediate issues but also builds a foundation for stronger, more resilient professional relationships. Lawyers who excel at conflict resolution are often seen as leaders and can navigate their careers more successfully due to their ability to manage and mend professional relationships.

Conclusion

Conflict in the legal arena is inevitable, but how it is handled can differentiate a successful practice from an average one. By applying these strategies, you can ensure that conflicts become opportunities for growth and improvement, rather than stumbling blocks. Through real-world applications and continuous practice, any legal professional can become adept at turning conflict into collaboration.

Takeaway Tips:

• Preparation Is Key: Before entering a conflict resolution discussion, prepare by understanding all sides of the story and what are you going to say to make the other side feel that you really do understand.
• Implement Feedback Loops: After resolving the conflict, set up regular check-ins to ensure that the solution is still satisfactory and make adjustments as needed.
• Use Role-Playing as Training: Regularly engage in role-playing exercises to simulate potential conflicts and practice resolution strategies. This prepares you for handling real-world scenarios more effectively.

Roman Zakovsky is a executive coach and trainer whose clients include A&O Shearman, Baker & McKenzie, Sotio or Deloitte. He is an expert on client communication, relationship building and business development.