Case Study 3: Law Department Major US Firm
The Senior VP Law of a major global company wants to cultivate a
clear, compelling, client-focused communications culture
"Law Skills School"
Comment from a participant: It is the best program/training I have ever attended during 5 years with this company. I would like to thank very much all people involved in its development and implementation.
A Fortune 500 company with premier global brands and global reach has an extensive Law Department to advise corporate decision makers, support Sales and Marketing initiatives and protect intellectual property. The Law Department has Senior Counsel and Counsel working in 160 countries who need to quickly and effectively assimilate, analyse and advise on how the complex and changing mix of local, national and regional regulations impact the various business units. The Senior VP Law wanted to develop the capability of his worldwide legal team to consistently communicate with clients in a simple, clear, concise and powerful way.
A four day �Skills School� was implemented at the end of 2004, since then running once or twice a year at a venue close to the company�s international headquarters in Switzerland.
14 participants � Senior Counsel or Counsel - come from across the globe. The program is defined by short inputs, focused discussion and extensive skills application and feedback. Modules include: writing with impact, speaking with impact, effective client counselling. Guest speakers, case studies and video feedback are integral to the program.
From the Senior VP Law to the Law Department:
As most of you know, we now have the results of our 2006 Client Survey. The clients gave us strong ratings across almost all dimensions. And we achieved very significant increases from the ratings we received from the clients in 2004.
In particular, the AGCs and I were very pleased to see improved scores on several key skills that we worked on together with all of you in the Skills Schools. For example, the following percentage of respondents scored us as meeting or exceeding their expectations in the following areas:
93%: Communicates well and clearly
91%: Produces quality work
89%: Understands my needs
88%: Provides useful documents
87%: Advice during business and staff meetings
86%: Quick legal advice