Communication Toolkit


Poor communication is a common thread that runs through numerous complaints the Law Society receives about lawyers.  This course describes common problem areas and provides examples of how communication can be improved.  The Law Society views effective communication skills as critical to lawyer professionalism and considers effective communication to have a direct bearing on the quality of service lawyers provide to their clients.
Lawyers who maintain a professional standard of communication:
  • are less likely to face complaints to the Law Society;
  • are better able to manage client expectations;
  • are better able to serve their clients in a professional manner;
  • will enjoy better professional relationships; and
  • will enjoy greater respect from their clients, their peers, and the judiciary.
This course is intended to assist lawyers in communicating to the standard that is expected of them.
CAUTION:  This course provides information and best practices from the perspective of the Law Society as the regulator of professionals practising law in New Brunswick.  Remember that courts and tribunals govern their own processes, and you might be held to a different standard in discharging your obligations in those settings.
While this course contains some examples of situations where competing standards might exist, it does not advise how those situations should be resolved and lawyers must understand and consider the standards expected of them in various situations. If you are not sure about your obligations, discuss them with a colleague, or with someone at the Law Society.  Do not assume that in complying with the standard set by the Law Society you will necessarily have met the standard expected of you by a court or tribunal.
In this course, all references to the Code or Code of Conduct refer to the Law Society of New Brunswick Code of Professional Conduct
  1. Communication Skills

  2. Marketing and Advertising

  3. Meeting the Client for the First Time

  4. Meeting the Client for the First Time (Part 2)

  5. Managing Your Client’s Expectations

  6. Retainers

  7. Common Communication Problems

  8. Common Communication Problems (Part 2)

  9. Common Communication Problems (Part 3)

  10. Common Communication Problems (Part 4)

  11. Common Communication Problems (Part 5)

  12. Inappropriate affidavits

  13. Inappropriate demand letters

  14. Breaching undertakings

  15. Appearing as counsel

  16. Ending the Lawyer-Client Relationship

  17. Ending the Lawyer-Client Relationship (Part 2)

  18. Ending the Lawyer-Client Relationship (Part 3)

  19. Communications with the Law Society

  20. Winding Up Your Practice

  21. Final Thoughts