A new generation of case managers is entering the legal profession, bringing with them a fresh mindset and a digital-first approach to communication. Generation Z professionals – raised in a world of smartphones, messaging apps, and emojis – tend to favour emails and instant messages over face-to-face meetings or even phone calls.
But while these methods are efficient, they may not always be effective – especially in a relationship-driven sector like conveyancing.
Human connection still matters
Estate agents rely on clear, timely communication from conveyancers to keep buyers and sellers informed. If the legal team goes quiet, estate agents are left in the dark, causing frustration on all sides and damaging professional relationships.
Estate agents continue to value responsiveness, clarity, and – above all – genuine human connection. While automation, client portals, and digital workflows are revolutionising the conveyancing process, it’s the quality of communication that sets firms apart.
That’s why conversational skills must be at the heart of any professional development programme for Gen Z.
When a phone call Is the smarter move
Here are two real-world scenarios where a quick phone call can do what an email simply can’t:
Breaking bad news
Scenario: A delay in mortgage funds means the exchange date has to be pushed back.
Wrong move: Firing off an email with vague wording like, ‘Unfortunately, we will need to delay by a few days’.
Better approach: A phone call where the conveyancer explains the issue clearly, reassures the client, and outlines next steps.
Why it matters: Clients hear tone, urgency, and empathy—all of which are lost in text. It helps calm nerves and build trust.Clarifying complex legal terms
Scenario: A first time buyer receives a long document outlining indemnity insurance but doesn’t understand it.
Wrong move: Sending a dense follow-up email or simply saying, ‘Please see the attached PDF for explanation’.
Better approach: A call to walk the client through the key points in plain English.
Why it matters: Clients often won’t admit they’re confused via email. A conversation allows for questions, reassurance, and fewer misunderstandings down the line.
The solution? Proactive, empathetic communication
It doesn’t take a huge overhaul to fix this – some simple steps can help:
- Calling instead of emailing for urgent updates
- Explaining legal terms clearly and checking understanding
- Setting out timelines and expectations early
- Keeping agents and clients in the loop at every stage
- Responding promptly and honestly when things go wrong
These practices can make all the difference—not just to the success of the transaction, but to your firm’s long-term reputation and relationships.
What training should look like
To future-proof your team and build lasting referral partnerships, training should go beyond the digital toolkit. Gen Z case managers need:
- Confidence in phone and face-to-face conversations
- Active listening skills to truly understand client concerns
- The ability to explain complex legal concepts in plain English
- Empathy and emotional intelligence—particularly when things go wrong
- Strategies for managing difficult conversations calmly and professionally
These aren’t just soft skills – they’re business-critical capabilities that can make or break a transaction.
Building a stronger future – one conversation at a time
As Gen Z continues to enter the workforce, firms that blend tech proficiency with human-centred communication will thrive. By equipping the next generation with strong conversational foundations, we not only improve service delivery but also enhance team collaboration, reduce misunderstandings, and build stronger, more profitable partnerships.
Because in conveyancing, it’s not just the tech that moves the deal forward—it’s the trust built through every conversation.
Nurturing the next generation of legal talent: RG Law Academy
At RG Law, we believe in growing talent from within. That’s why we created the RG Law Academy -a dedicated training programme that blends structured learning with real-world experience in residential and commercial conveyancing, as well as wills and probate.
The Academy offers two annual training contracts alongside personalised professional funding support, tailored to the unique ambitions and goals of each individual. It’s more than just training – it’s a launchpad for legal careers.
In 2024, we proudly saw two of our trainees, Akshaye Gunputh and Rakib Uddin, qualify as solicitors. Akshaye’s story highlights a common hurdle faced by aspiring lawyers: the stigma of inexperience and the limiting label of “trainee.” But both Akshaye and Rakib proved that determination, professionalism, and the right support system can silence doubt and earn industry-wide recognition and respect.
Adam Bainbridge is Sales Manager of RG Law
