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Developing Confidence in Communication

This is a case study describing how we designed and delivered a bespoke training workshop for a team in a regional law firm.


Clarke Willmott is a leading law firm that takes pride in being different. Their strong reputation is built on genuine client relationships and exceptional people – each chosen for their industry knowledge and passion for their field, as well as their first-class legal credentials. They have grown their expertise to seven offices around the country, whilst remaining true to strong local roots and values.

Their talented legal teams offer expert advice and support on a broad range of legal services to individuals and businesses based in the UK and overseas. Their focus is on the most involved and complex matters. With Clarke Willmott clients can be confident they are working with the highest calibre legal team, without the big city price tag.


The specific need was to help the knowledge and insight team develop confidence in communicating with lawyers. It is a recurring theme in law firms, that communicating with lawyers can be challenging. Demands made by clients for answers to complex legal questions in a unique context, whilst under time pressure, are a common occurrence. But this pressure brings challenges.

The ability to communicate with confidence is key to offering a complete service.


We designed a short day course, in a workshop style, based on typical situations and scenarios that the participants would face everyday. Ideas introduced were discussed and applied to the participants specific challenges.

The agenda below included time given to behaviour change and how we can use behavioural change theory to develop confidence in communication.

Training Agenda

  • Expectations of internal clients.
  • Typical scenarios.
  • Our approach to change.
  • Assertive Communication.
  • ITD Work Styles Model.
  • Developing Confidence.
  • Personal Actions.


Each participant had the opportunity to discuss and review  everyday scenarios. Based on these situations, they explored ideas and went on to create personal actions for development.

Participant Feedback

“Thank you for a very interesting session in Birmingham.”

“My team and I were saying we found the workshop really interesting and helpful and have already discussed what we are planning to do going forward. Thanks so much for a great session.”

Client Comment

“The training you delivered on 16th was excellent! We’ve had some wonderful feedback from the team and sounds like they all took so much away from it – so thank you!”