Module Overview
| Objective | Obstacles | Actions | Benefits |
| Improve client service among administrative assistants by introducing teamwork |
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Understanding teamwork…
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Purpose: The firm’s business model demands superior client service. The purpose of this module is to provide administrative assistants with some of the information and techniques they need to provide superior client service as part of a geographically dispersed, multi-generational work force organized in a strong matrix of cross-functional teams.
Goals
Upon completion of this course, participants will be able to:
- Understand why teamwork is a superior organizational structure to provide client service.
- Articulate their roles as members of the team.
- Create an Action Plan to improve their practice of excellent client service.
Obstacle: Teamwork is new to the firm
Most firms are built like pyramids: Partners orchestrate deals and initiate communications from the “top down.” The further down you are on the pyramid – as a junior partner, associate, administrative staff or support staff – the less information you have. You are accountable to the Partners. Forward-looking firms, however, increasingly practice teamwork that nurtures initiative and shares information. Teamwork supports the promise of excellent client service because every single person in the firm is accountable to the client.
Why is teamwork better?
Strong, well-trained teams allow you to…
- Utilize talents of every single person in the firm for a common goal: Client service.
- Be inclusive: Teams rely on – and are enhanced by – the creativity and work-ethic of every single person in the firm.
- “Build brand,”as the marketing department phrases it. Brand-building is more than advertising, logos and catchy taglines: It is the promise of excellent client service delivered consistently by every single person in the firm. Half-hearted brand-building is worse than none at all because it erodes credibility.
- Respond faster and better to clients’ needs: Having developed relationships with a number of team members, clients come to expect excellent service from every single person in the firm – and they are more likely to take advantage of the wide array of services the firm has to offer.
- Work more efficiently: The more information is shared among every single person in the firm, the faster business can move – and the more it frees your time. You can depend on other team members – the administrative assistant of each attorney on the team, say – to get the job done with you.
- Build relationships inside the firm. Everyone feels better about active participation – rather than being a cog in the machine. When you participate in your team you build better relationships with every single person in the firm – and yourself.
When organized into teams, every single person in the firm is accountable to the client.
What do I need to know to be accountable to the client?
Being accountable to the client means being well informed:
- Attorneys are at the center of the team. Team members have expertise in several practice areas. Find out the basics about your boss’ team members’ expertise, as well as their practice areas.
- Client service is the team’s first priority. Find out what you can about your boss’ clients.
- You are a member of the team. The more you learn about the “big picture”, the more value you have as a member of the team.
Relevant information is the key here. You need to know the “big picture” to know how you can best support the team’s efforts. Keep in mind, however, this doesn’t mean that you need to be an expert in the law.
Do you have any suggestions of your own about what you need to know to be accountable to the client?
Notes:
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Experience accountability to the client: Tag team role-play
This exercise is designed to help you experience what it’s like to be accountable to the client.
Here are the ground rules:
The facilitator will play the role of the senior partner (your boss.) Each participant will take a turn playing the role of the administrative assistant. After a minute or so, the first participant will tag the next participant to continue the scene where it left off, and so on until all participants have played the role of the administrative assistant.
Here is the scenario:
You are administrative assistant to a senior partner on a project in China. Besides your boss, there are three other partners on the team.
You’ve been with your boss for ten years. Your relationship has had its ups and downs, but you know that you can count on him and that he genuinely likes you.
You have spoken with the other partners on the team about their expertise. Each of them has been very generous sharing relevant information with you and you think you’re starting to get the “big picture.”
The other partners have encouraged you to speak to your boss, who has known this client for 20 years, to find out more about the particular cultural customs of the Chinese client, who is planning to visit the firm:
Does his wife accompany him on business trips?
Does he have any food preferences that may not be available in the USA?
Does he observe a religious or national holiday that may fall on a day during his stay?
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Summary
When your role-play is done, please take a minute to reflect on what you experienced. You may want to ask yourself some of these questions:
- Did the role-play spark any thoughts about the firm’s teamwork?
- How does team membership make communication with clients and attorneys easier and faster?
- Can you list some ways that the firm’s teamwork benefits you personally?
Notes:
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Discuss your experience doing the role-play.
Action plan
- Have a conversation with your boss about his/her teams.
- Do some research on the web to learn more about the firm’s clients.
- Ask the facilitator what other offerings the Hoffman Professionalism Center can provide on teamwork.
More actions:
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Consider being accountable to each other as a team for the completion of your Action Plan.
End