Mastering Phone Calls: Tips For Junior Lawyers
A quick guide to help junior lawyers handle work phone calls with confidence.
Contents
It’s natural to feel apprehensive about client phone calls when you’re starting out as a lawyer - it’s completely normal too. We’ve all been there.
Modern communication doesn’t help. It’s estimated that a quarter of people aged 18 to 34 never even answer the phone these days. And how often do we pick up the phone when we want to get in touch with someone? Not very. In our personal lives, most of us (of all ages) prefer text-based communication over voice calls.
Despite the trend, mastering phone communication is still essential in the corporate world. Like it or not, actually speaking to people is also the best way to develop a relationship with them - super important for professional services folk, like lawyers.
The good news with phone calls is that you don’t need to have all the answers. This is a point that junior lawyers often miss - no one expects you to have all the answers to everything (even if you’re a partner with 20 years’ experience under your belt).
What clients do expect, however, is professionalism.
The key to a successful phone call is preparation and structure. The more you practice, the more comfortable and effective you’ll become. Trust us.
Here are some tips (that we learned the hard way) to help you conduct phone calls like a pro.
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Mindset and confidence
The 'smile before you dial' hack
Before making a call, physically smile - yes, really. Sounds silly, but it really can help.
Smiling changes your tone of voice, making you sound more engaged and more confident. It’s a psychological trick backed by research: smiling can positively impact your emotional state, making you feel more at ease.
Stand up while speaking
We’ve all witnessed the department rainmaker pacing up and down their corner office on a client call. They’re not doing it for show (well, mostly). They’re doing it because it helps them think.
So whenever possible, stand up when making or taking calls. Your office setup might not rival the rainmaker's, but if you have access to a breakout room or a quiet booth, use it to your advantage.
Standing improves your posture, boosts your energy and makes it easier to breathe, all of which makes you sound more confident and composed. If you can, use a headset to keep your hands free for note-taking.
Handling incoming calls
If you’re receiving a call, answer professionally and state your name:
“Hello, [First Name] speaking.”
This sets the tone and lets the caller know they’ve reached the right person.
Making outgoing calls: preparation is key
If you’re making a call, prepare beforehand. Ask yourself:
- What do I need from this call?
- What key points must be covered?
- What outcome am I aiming for?
That might be the client’s confirmation on some commercial points, or their availability on a planned all-parties call.
Use that to write yourself a brief bullet point agenda of what you need to cover on the call:
- The main purpose of the call
- Any specific questions you need answered
- Any updates you need to provide
Having an agenda ensures you stay focused and efficient. It also prevents you from missing important details (which invariably requires an embarrassing call back to obtain).
During the call: take control
Start with purpose
Start by telling the client why you’re calling and what you want to achieve from the call.
Follow agenda step by step
Then, follow your agenda step by step making sure you have all the information you need before moving on to the next item.
Take good notes
Take detailed legible notes of what the client is telling you.
There is nothing worse than reviewing your notes after a call and discovering that you can’t recollect a key piece of information because your notes aren’t clear. Again, embarrassing follow-up call required. Don’t make this mistake.
We have a guide on taking good notes in meetings that you might find helpful.
Recap
If you’ve covered several issues on the call, at the end summarise what was agreed in relation to each issue and set out the next steps.
For example: “We will push back on items 1 and 3 for the reasons discussed, and we will confirm that item 2 is acceptable. I will update you as soon as we hear back from the other side.”
Handling difficult situations: when you don't know the answer
It’s completely fine not to know everything - it’s how you handle it that matters.
Don’t wing it. Clients and opposing lawyers will quickly see through vague or uncertain answers.
Don’t just say “I don’t know”. That can make you seem unprepared.
Instead, respond like a professional:
"I haven’t encountered this before, and I want to make sure I give you the right answer. My initial thought is [your educated guess], but I’ll confirm and come back to you shortly. Leave that with me.”
It’s completely fine not to know the answer to every question - it’s how you handle it that matters.
Leaving a voicemail: the 3-step formula
- Tell the client who you are:
“It’s X from Y firm calling about…” - Briefly tell them what you are calling about:
“I was calling to discuss the board minutes on transaction X with you…” - Give them your number to call you back:
“If you could call me back when you’re free later today that would be greatly appreciated. My number is [Tel no.]”
Speak slowly and clearly when leaving your number to avoid the recipient replaying the message multiple times.
Dealing with lawyers on the other side
All the same principles above apply to your dealings over the phone with lawyers acting for the other side.
Be polite, friendly and professional - it is in your interests to have a positive, productive working relationship with the other side to help push things forward and reach a conclusion for your client. Do not see the relationship as adversarial.
NEVER give an undertaking, make a commitment or agree to something on behalf of your client if you don’t have authority or confirmation from the client to do so.
In a negotiation, resist the temptation to say that X or Y point “should be fine”. It can be tempting to do so when a pushy lawyer on the other side is pressuring you to move things forward.
Instead, say to the other side that you will need to confirm X or Y point with your client and that you will “take that one away” (i.e. discuss it with your client).
Then, after the call you can get confirmation from the client on those points (i.e. you get the client’s “instructions”).
Law Firm | Trainee First Year | Trainee Second Year | Newly Qualified (NQ) |
|---|---|---|---|
| Addleshaw Goddard | £52,000 | £56,000 | £100,000 |
| Akin Gump | £60,000 | £65,000 | £174,418 |
| A&O Shearman | £56,000 | £61,000 | £150,000 |
| Ashurst | £52,000 | £57,000 | £125,000 |
| Baker McKenzie | £56,000 | £61,000 | £140,000 |
| Bird & Bird | £47,000 | £52,000 | £98,000 |
| Bristows | £46,000 | £50,000 | £88,000 |
| Bryan Cave Leighton Paisner | £50,000 | £55,000 | £105,000 |
| Burges Salmon | £47,000 | £49,000 | £72,000 |
| Charles Russell Speechlys | £50,000 | £53,000 | £88,000 |
| Cleary Gottlieb Steen & Hamilton | £57,500 | £62,500 | £164,500 |
| Clifford Chance | £56,000 | £61,000 | £150,000 |
| Clyde & Co | £47,000 | £49,500 | £85,000 |
| CMS | £50,000 | £55,000 | £110,000 |
| Cooley | £55,000 | £60,000 | £157,000 |
| Davis Polk | £65,000 | £70,000 | £170,000 |
| Debevoise | £55,000 | £60,000 | £173,000 |
| Dechert | £55,000 | £61,000 | £165,000 |
| Dentons | £50,000 | £54,000 | £100,000 |
| DLA Piper | £50,000 | £55,000 | £110,000 |
| Eversheds Sutherland | £46,000 | £50,000 | £100,000 |
| Farrer & Co | £47,000 | £49,000 | £88,000 |
| Fieldfisher | £48,500 | £52,000 | £95,000 |
| Freshfields | £56,000 | £61,000 | £150,000 |
| Fried Frank | £55,000 | £60,000 | £175,000 |
| Gibson Dunn | £60,000 | £65,000 | £180,000 |
| Goodwin Procter | £55,000 | £60,000 | £175,000 |
| Gowling WLG | £48,500 | £53,500 | £98,000 |
| Herbert Smith Freehills | £56,000 | £61,000 | £135,000 |
| HFW | £50,000 | £54,000 | £100,000 |
| Hill Dickinson | £43,000 | £45,000 | £80,000 |
| Hogan Lovells | £56,000 | £61,000 | £135,000 |
| Irwin Mitchell | £43,000 | £45,000 | £76,000 |
| Jones Day | £56,000 | £65,000 | £160,000 |
| K&L Gates | £50,000 | £55,000 | £115,000 |
| Kennedys | £43,000 | £46,000 | £85,000 |
| King & Spalding | £55,000 | £60,000 | £165,000 |
| Kirkland & Ellis | £60,000 | £65,000 | £174,418 |
| Latham & Watkins | £60,000 | £65,000 | £174,418 |
| Linklaters | £56,000 | £61,000 | £150,000 |
| Macfarlanes | £56,000 | £61,000 | £140,000 |
| Mayer Brown | £55,000 | £60,000 | £135,000 |
| McDermott Will & Emery | £65,000 | £70,000 | £174,418 |
| Milbank | £65,000 | £70,000 | £174,418 |
| Mills & Reeve | £45,000 | £47,000 | £82,000 |
| Mischon de Reya | £47,500 | £52,500 | £95,000 |
| Norton Rose Fulbright | £50,000 | £55,000 | £135,000 |
| Orrick | £55,000 | £60,000 | £160,000 |
| Osborne Clarke | £54,500 | £56,000 | £94,000 |
| Paul Hastings | £60,000 | £68,000 | £173,000 |
| Paul Weiss | £55,000 | £60,000 | £180,000 |
| Penningtons Manches Cooper | £48,000 | £50,000 | £83,000 |
| Pinsent Masons | £49,500 | £54,000 | £97,000 |
| Quinn Emanuel | n/a | n/a | £180,000 |
| Reed Smith | £50,000 | £55,000 | £125,000 |
| Ropes & Gray | £60,000 | £65,000 | £165,000 |
| RPC | £46,000 | £50,000 | £90,000 |
| Shoosmiths | £43,000 | £45,000 | £97,000 |
| Sidley Austin | £60,000 | £65,000 | £175,000 |
| Simmons & Simmons | £52,000 | £57,000 | £120,000 |
| Skadden | £58,000 | £63,000 | £173,000 |
| Slaughter and May | £56,000 | £61,000 | £150,000 |
| Squire Patton Boggs | £47,000 | £50,000 | £110,000 |
| Stephenson Harwood | £50,000 | £55,000 | £100,000 |
| Sullivan & Cromwell | £65,000 | £70,000 | £174,418 |
| Taylor Wessing | £50,000 | £55,000 | £115,000 |
| TLT | £44,000 | £47,500 | £85,000 |
| Travers Smith | £54,000 | £59,000 | £120,000 |
| Trowers & Hamlins | £45,000 | £49,000 | £80,000 |
| Vinson & Elkins | £60,000 | £65,000 | £173,077 |
| Watson Farley & Williams | £50,000 | £55,000 | £102,000 |
| Weightmans | £34,000 | £36,000 | £70,000 |
| Weil Gotshal & Manges | £60,000 | £65,000 | £170,000 |
| White & Case | £62,000 | £67,000 | £175,000 |
| Willkie Farr & Gallagher | £60,000 | £65,000 | £170,000 |
| Withers | £47,000 | £52,000 | £95,000 |
| Womble Bond Dickinson | £43,000 | £45,000 | £80,000 |
Rank | Law Firm | Revenue | Profit per Equity Partner (PEP) |
|---|---|---|---|
| 1 | DLA Piper* | £3,010,000,000 | £2,400,000 |
| 2 | Clifford Chance | £2,300,000,000 | £2,040,000 |
| 3 | A&O Shearman | £2,200,000,000 | £2,200,000 |
| 4 | Hogan Lovells | £2,150,000,000 | £2,200,000 |
| 5 | Freshfields | £2,120,000,000 | Not disclosed |
| 6 | Linklaters | £2,100,000,000 | £1,900,000 |
| 7 | Norton Rose Fulbright* | £1,800,000,000 | £1,100,000 |
| 8 | CMS** | £1,620,000,000 | Not disclosed |
| 9 | Herbert Smith Freehills | £1,300,000,000 | £1,300,000 |
| 10 | Ashurst | £961,000,000 | £1,300,000 |
| 11 | Clyde & Co | £844,000,000 | £739,000 |
| 12 | Eversheds Sutherland | £749,000,000 | £1,300,000 |
| 13 | BCLP* | £661,000,000 | £748,000 |
| 14 | Pinsent Masons | £649,000,000 | £793,000 |
| 15 | Slaughter and May*** | £625,000,000 | Not disclosed |
| 16 | Simmons & Simmons | £574,000,000 | £1,076,000 |
| 17 | Bird & Bird** | £545,000,000 | £696,000 |
| 18 | Addleshaw Goddard | £495,000,000 | Not disclosed |
| 19 | Taylor Wessing | £480,000,000 | £915,000*** |
| 20 | Osborne Clarke** | £456,000,000 | £771,000 |
| 21 | Womble Bond Dickinson | £448,000,000 | £556,000 |
| 22 | DWF | £435,000,000 | Not disclosed |
| 23 | Fieldfisher | £407,000,000 | £966,000 |
| 24 | Kennedys | £384,000,000 | Not disclosed |
| 25 | DAC Beachcroft | £325,000,000 | £700,000 |
What do City lawyers actually do each day?
For a closer look at the day-to-day of some of the most common types of lawyers working in corporate law firms, explore our lawyer job profiles:
Final thoughts
Mastering phone calls is an important skill for junior lawyers. By preparing thoroughly and following an agenda, you’ll quickly get to grips with them and your confidence will improve.
Key takeaways:
Prepare - Define your goal and create an agenda.
Take control - Stay structured and take clear notes. Handle uncertainity like a professional - if you don’t know, say you’ll check and follow up.
Summarise and confirm - Always end with a recap and next steps.
Maintain professionalism - Be polite, clear and never overpromise.
The more calls you handle, the more natural it will feel. With time, you’ll go from nervous to confident and in control. We promise.
| Firm | London office since | Known for in London |
|---|---|---|
| Baker McKenzie | 1961 | Finance, capital markets, TMT |
| Davis Polk | 1972 | Leveraged finance, corporate/M&A |
| Gibson Dunn | 1979 | Private equity, arbitration, energy, resources and infrastructure |
| Goodwin | 2008 | Private equity, funds, life sciences |
| Kirkland & Ellis | 1994 | Private equity, funds, restructuring |
| Latham & Watkins | 1990 | Finance, private equity, capital markets |
| Milbank | 1979 | Finance, capital markets, energy, resources and infrastructure |
| Paul Hastings | 1997 | Leveraged finance, structured finance, infrastructure |
| Paul Weiss | 2001 | Private equity, leveraged finance |
| Quinn Emanuel | 2008 | Litigation |
| Sidley Austin | 1974 | Leveraged finance, capital markets, corporate/M&A |
| Simpson Thacher | 1978 | Leveraged finance, private equity, funds |
| Skadden | 1988 | Finance, corporate/M&A, arbitration |
| Weil | 1996 | Restructuring, private equity, leverage finance |
| White & Case | 1971 | Capital markets, arbitration, energy, resources and infrastructure |
| Law firm | Type | First-year salary |
|---|---|---|
| White & Case | US firm | £32,000 |
| Stephenson Harwood | International | £30,000 |
| A&O Shearman | Magic Circle | £28,000 |
| Charles Russell Speechlys | International | £28,000 |
| Freshfields | Magic Circle | £28,000 |
| Herbert Smith Freehills | Silver Circle | £28,000 |
| Hogan Lovells | International | £28,000 |
| Linklaters | Magic Circle | £28,000 |
| Mishcon de Reya | International | £28,000 |
| Norton Rose Fulbright | International | £28,000 |
Law Firm | Trainee First Year | Trainee Second Year | Newly Qualified (NQ) |
|---|---|---|---|
| A&O Shearman | £56,000 | £61,000 | £150,000 |
| Clifford Chance | £56,000 | £61,000 | £150,000 |
| Freshfields Bruckhaus Deringer | £56,000 | £61,000 | £150,000 |
| Linklaters | £56,000 | £61,000 | £150,000 |
| Slaughter and May | £56,000 | £61,000 | £150,000 |
Law Firm | Trainee First Year | Trainee Second Year | Newly Qualified (NQ) |
|---|---|---|---|
| A&O Shearman | £56,000 | £61,000 | £150,000 |
| Clifford Chance | £56,000 | £61,000 | £150,000 |
| Freshfields Bruckhaus Deringer | £56,000 | £61,000 | £150,000 |
| Linklaters | £56,000 | £61,000 | £150,000 |
| Slaughter and May | £56,000 | £61,000 | £150,000 |
Law Firm | Trainee First Year | Trainee Second Year | Newly Qualified (NQ) |
|---|---|---|---|
| Ashurst | £52,000 | £57,000 | £125,000 |
| Bryan Cave Leighton Paisner | £50,000 | £55,000 | £105,000 |
| Herbert Smith Freehills | £56,000 | £61,000 | £135,000 |
| Macfarlanes | £56,000 | £61,000 | £140,000 |
| Travers Smith | £54,000 | £59,000 | £120,000 |
| Firm | Merger year | Known for in London |
|---|---|---|
| BCLP | 2018 | Real estate, corporate/M&A, litigation |
| DLA Piper | 2005 | Corporate/M&A, real estate, energy, resources and infrastructure |
| Eversheds Sutherland | 2017 | Corporate/M&A, finance |
| Hogan Lovells | 2011 | Litigation, regulation, finance |
| Mayer Brown | 2002 | Finance, capital markets, real estate |
| Norton Rose Fulbright | 2013 | Energy, resources and infrastructure, insurance, finance |
| Reed Smith | 2007 | Shipping, finance, TMT |
| Squire Patton Boggs | 2011 | Corporate/M&A, pensions, TMT |
Law Firm | Trainee First Year | Trainee Second Year | Newly Qualified (NQ) |
|---|---|---|---|
| Ashurst | £52,000 | £57,000 | £125,000 |
| Bryan Cave Leighton Paisner | £50,000 | £55,000 | £105,000 |
| Herbert Smith Freehills | £56,000 | £61,000 | £135,000 |
| Macfarlanes | £56,000 | £61,000 | £140,000 |
| Travers Smith | £54,000 | £59,000 | £120,000 |
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