Powered by
MOMENTUM
MEDIA
As email threads and messaging platforms increasingly dominate workplace communication, two senior members of the College of Law are offering practical, no-nonsense strategies to help junior lawyers rebuild confidence on the phone – and revive a skill the profession still quietly depends on.
In an era where email threads, messaging platforms and collaborative documents dominate workplace communication, the simple act of picking up the phone is quickly becoming a lost art – particularly for junior lawyers.
While it may not sound like a pressing concern at first glance, hesitation to make calls points to a deeper issue: one that risks weakening young lawyers’ ability to build meaningful professional relationships and slowing the development of core skills that underpin effective legal practice.
As strong phone communication remains a vital skill for junior lawyers, Sam Shosanya, general manager of FrontTier, the College of Law’s leadership accelerator, and Leonie Green, legal practice management course coordinator, the College of Law, have set out practical, real-world strategies to help build confidence and strengthen this often-overlooked but essential capability.
Confidence through intentional practice
The issue of junior lawyers struggling to pick up the phone, Shosanya suggested, is not one of ability but rather a gap in intentional practice and deliberate skill-building that underpins confident, effective communication.
“First and foremost, junior lawyers need to be intentional. Strong communication is unlikely to develop by accident, but you can be certain it will improve with intentionality,” Shosanya said.
Emphasising that confidence in communication is built through action, not theory, he urged young lawyers to take practical steps such as setting daily calling goals and preparing key talking points before picking up the phone.
“Confidence comes from doing, not reading or theorising,” Shosanya said.
“Practical steps can include setting small daily goals around making calls, role-playing difficult conversations, listening to experienced lawyers handle client interactions and preparing a few key talking points before dialling.”
Gradual exposure
Another practical and impactful approach Green highlighted is the importance of gradual exposure and ongoing support for young lawyers, rather than relying on criticism or expectation alone to build their communication skills.
“The key is usually gradual exposure, support, and modelling rather than criticism. Senior lawyers play an enormous role,” Green said.
“Junior practitioners often need permission to learn rather than feeling they are expected to already know how to handle every conversation perfectly.
“Creating psychologically safe environments where people can practise, debrief, and occasionally get things wrong matters enormously.”
She emphasised the pivotal role of senior lawyers in this process, not only setting the benchmark for how conversations should be handled but also actively modelling effective communication that junior lawyers can learn from and emulate.
In particular, Green pointed to practical measures such as encouraging a “phone-first approach for appropriate issues rather than endless email chains”, “role-play client or stakeholder conversations”, and “having junior lawyers listen in on calls” that they conduct.
Clarity over perfection
Shosanya also pointed to the use of structured frameworks as a key tool for junior lawyers, helping them shape conversations from the outset and equipping them with the confidence and clarity needed to navigate even the most challenging client calls.
“Knowing how you will begin conversations and practising things like a discovery framework to get to the bottom of client needs will give them the tools to manage the most challenging calls,” Shosanya said.
A key mindset shift for junior lawyers, Shosanya shared, is recognising that most people on the other end of the phone are simply seeking clarity rather than a flawless performance.
“One of the most powerful mindset shifts is recognising that most people on the other end of the phone simply want clarity, responsiveness and authenticity, not a flawless performance,” Shosanya said.
While junior lawyers can actively develop these skills themselves, he also acknowledged that firms play a crucial role in fostering psychologically safe environments where junior practitioners feel reassured that they do not need to sound perfect when communicating.
“Firms can also help by creating psychologically safe environments where junior lawyers know they do not need to sound perfect,” Shosanya said.
