In response to the world-altering year known as 2020, we have all adjusted to a new way of living and managing our work and personal life.  Last year, many technology projects were delayed – upgrades were postponed and many budgeted items were sidelined due to a shift of focus during the pandemic, yet, some firms implemented specific software to address the shift to remote work.

Many firms incorporated new cloud-based communication software for web meetings and other forms of collaboration, including Microsoft Teams or Zoom, while other firms moved toward a cloud-based DMS and time entry system. And, training played a monumental role in ensuring success with these new tools. Meanwhile, firms took advantage of the webinar platform to conduct a variety of training sessions as well as user support. 

Years ago, I managed the training and software support services for a Midwest law firm. As with many firms, we had users with different levels of experience based on their role – staff produced most of the work and they received most of the training, and we struggled to get attorneys and managers to attend training classes.  Out of necessity, and a little frustration, the PTA was born – Personal Training Appointments. I scheduled one-on-one sessions with attorneys and admins, usually 20-30 minutes in length, and personalized the training content based on the user; these sessions were performed desk side, or remotely with screen sharing software. At first, my supervisor thought it would take too much time to meet with people individually, but I convinced them it was a necessary trade-off — which was worse…either we had a percentage of users who didn’t receive any training, or we got near 100% participation doing it the long way.  For this firm, it took 2 trainers dedicated over 12 days of back-to-back 30-minute sessions; we met with all attorneys and department managers. The end result was that people received the necessary training which ultimately decreased the help desk calls/tickets as well as the grumbling, and increased productivity. Users were more satisfied and adept with the software after receiving this personal attention.

In light of the new Microsoft Teams / Zoom remote work practices, training has mostly shifted to a webinar format and as many of us are working from home, it means we are dealing with different environmental factors including access to wifi, varying types of devices, and user experience or comfort level. Personalized training can be the key to success. 

  1. When occupying the same space with others, you need to develop patterns for interaction and times when you can be alone. Not everyone has the same agenda, and distractions are everywhere. It is important to have a work area that does not encroach on family space. Set expectations for every house member and abide by those rules as best possible.
  2. Get up at a specific time on weekdays. Although it is tempting to sleep in, early morning hours are crucial to productivity. My dogs wake me around 5:30 am each day, and it provides a nice routine for me…I let them outside, feed them breakfast, make a cup of tea or coffee for myself and take care of early tasks such as emptying the dishwasher, or planning the day’s meals, etc. 
  3. Take showers regularly, and dress for the day. Don’t give in to laziness and wear your pajamas all day, instead, put on clothes that you might wear outside. If you are participating in video calls with co-workers, clients, or colleagues, take note of what you are wearing; you may not need a business suit, but a sloppy T-shirt may be too relaxed – think casual Friday.  Even if you don’t leave your house, women may consider putting on light makeup as you would if you were going out in public…it makes you feel better.
  4. Establish regular schedules. Although you don’t have to drive into the office, you are still working, and those days should be treated as such with a similar routine – establish a pattern that you can follow based on your expected work hours. Everything is more relaxed at home, and early morning can be used for personal tasks such as breakfast with family members, a morning jog or yoga stretches, or watching the morning news on TV. Lunchtime can be a time to reconnect with others, perhaps take the dog for a walk or commune with nature, or put something in the crockpot for dinner, then get back to work.
  5. Plan the night before. Late night is when others are winding down, or in bed.  If you aren’t a morning person, use some of this quiet time to prepare for the next day.  Make a to-do list for the items that need to be tackled the following day or revise priorities for the coming week. Make notes on your calendar…it is important that others in the house know your schedule, too.
  6. When you are at home, it is easy to fall into a more relaxed state. The new discipline is setting aside uninterrupted work hours and balancing that with home tasks. If you are good at multi-tasking, it’s really convenient to pop a load of laundry in the washer on your way to refill your coffee cup. Turn off the TV whenever possible. If you are by yourself and it is too quiet, music is much less distracting.
  7. Working from home can also lead to longer work hours. There is no real start and stop time as you have greater flexibility. I have owned my own business for years and I put in more hours than I would if I worked for someone else.  Be careful to establish a work schedule.
  8. Even more important, establish responsibilities among house members; home tasks need to be balanced with work time, and all must pitch in. Others may assume if you walk into the room you are available.  Children look to their parents to provide for their needs, and there is no one else to coach them through schoolwork or oversee how they are occupying their time. All of this is a distraction from a parent’s ability to concentrate on their work.
  9. The benefit of “going to work” was that you didn’t have to deal with home-related issues. Now, now so much! Anything you can do ahead of time is a plus!  Sunday evenings are good for preparing things, such as lunches and snacks for the week ahead, weekly schedules, task assignments, or menus, and then post them on the refrigerator for all to access.  
  10. If your company isn’t using cloud-based software, make that your first priority. Those who have upgraded to Windows 10/Office 365 and other cloud-based applications, have a distinct advantage that they can access their computer from anywhere, at any time, plus have the security of saving to the cloud.
  11. Use a meeting/collaboration software to connect to others. If you have upgraded to Windows 10/ Office 365, for instance, you likely have Microsoft Teams which can be used for meetings, video calls, collaboration and document sharing, and communication. Otherwise, check into products such as Zoom, LoopUp, or GoToMeeting to connect for group calls, online meetings, and screen sharing. Note: If multiple people are taxing your Internet, try to minimize other devices connecting to your Wi-Fi when participating in online meetings.
  12. If your business has slowed down or work hours are less, take this time to improve your skills – read a business book, or watch webinars. Companies might consider providing training to their workers to improve skills – when things get back to normal there may not be time for this.

 

 

Training is conducted in many different formats, because one method does not effectively fit all.  There are many situations in which the preferred delivery method might be one-on-one coaching, especially when the situation requires excellent interpersonal skills.

  1. With one-on-one coaching, learning sessions are typically more direct and applicable to the needs of the person or team being coached.
  2. Personal coaching can be conducted in smaller increments, even multiple small sessions, which may fit into a busy person’s schedule.
  3. Learning content in one-on-one sessions can be so specific that it is more practical for the person being coached.
  4. We don’t all learn the same way, and certain individuals respond best to individual coaching sessions. 
  5. Very small group or one-on-one coaching may be best for those who are only mildly affected by the change or wouldn’t benefit from sitting through an entire training class.
  6. Coaching is a good way to reinforce initial training.
  7. One-on-one sessions may assist those who need to develop new work processes or efficiencies.
  8. If the training is part of a challenging change management effort, coaching can more effectively deal with sensitive issues or address specific concerns.
  9. One-on-one coaching can be a way to address situations where problem-solving may be needed.
  10. One-on-one coaching can uncover additional issues or concerns for the person being coached that might not be revealed in a class or group session.

Depending on the circumstance, this training method can be more efficient for both the coach and the recipient. Because one-on-one coaching can be time-consuming, this method of training might require dedicated resources or extra staffing to conduct the coaching sessions. 

 

The old saying “the only thing constant is change” has never been more true than today. Constant, forward movement is a natural cycle of life, and change is purposeful as it allows us to grow and evolve. 

Change can be healthy.  Change can be exciting.  Change can also be disturbing.

Certainly there are areas of life where we enjoy change – we don’t eat the same thing for dinner every night, and most of us don’t wear the same clothes every day.  And there are natural events, like the changing of the seasons which we embrace. Change can provide positive lessons and opportunities for personal growth.  We can accept challenges to do things we have never tackled, learn from our experiences, and possibly master some new skills. We can take risks that push us and expand awareness of our personal desires, fears, limitations and potential.

Here are some of the benefits of change:

  • Alters our perspective,
  • Offers a learning opportunity,
  • Shifts our focus and our energy,
  • Challenges us to think differently,
  • Causes us to get outside our comfort zone,
  • Provides new, or improved tools or methods,
  • Helps us think outside the box and find creative solutions,
  • Alters outworn (or ineffective) habits or patterns,
  • Adds excitement to our otherwise predictable life.

If there are so many benefits to change then why do many of us resist? Sometimes it is as simple as the fact that we are comfortable and secure with a situation where we know exactly what to expect.  Because change can cause extra work and instability, it disturbs the status quo and can play on our fears or trigger insecurities associated with transitions or unknowns, until we can establish a comfortable routine again.

How to Jump Start an Attorney Tech-Knowledge Program

 

People rarely change unless a change is necessary; how does your firm define the necessity for technology competence? Here are a few ideas for getting things moving in the right direction.

Step #1: The direction for change has to come from the top. It shouldn’t be up to staff to cajole, beg or lure people to attend training classes; the goal for improvement has to be identified as a business initiative and communicated directly from leadership; then in-house or external specialists can develop and provide the substance.

Step #2: The targeted group should be tasked with identifying their own knowledge gaps and desire for improvements. A strategic survey, designed by the tech committee and representatives from each practice area, can be used to query lawyers about their current technology usage and anticipated client service needs. This would get the ball rolling and allow lawyers to identify where they feel their practice would benefit from new technology, or where they need some additional insight with current tools. Since lawyers don’t always take the time to participate in things like surveys, this initiative may be better received if it comes from leadership or peer committees.

Step #3: The firm’s leadership must create the firm-wide awareness which can influence the desire for and excitement around change. Perhaps technology can be a topic for a lawyer retreat, or the firm could hold monthly or quarterly lawyer luncheons where technology usage is a regular topic of discussion. Bringing in technology subject matter experts and consultants who work with a variety of technologies and law firms can be well received, and the firm may be able to apply for CLE credit for speakers or workshops conducted by outside consultants. Once the momentum has begun, and input is received, leaders can set the firm’s learning and development goals and expectations, and then the HR and IT departments can organize and provide the educational solutions.