Improving Communication Skills

Siliguri Branch of EIRC 18 July 2004 A Rahim

A Thought

A man is seldom better than his conversation
- German Proverb

Siliguri Branch, EIRC - ICAI

18 July 2004

Communication Skills Overview
Effective communication skills are a critical element in your career and personal lives.

We all must use a variety of communication techniques to both understand and be understood.

Siliguri Branch, EIRC - ICAI

18 July 2004

ICAI 18 July 2004 . EIRC .What is Communication? Communication is the process of sending and receiving information among people« Feedback receiver Encode sender Medium Decode SENDER RECEIVER Siliguri Branch.

EIRC .Most common ways to communicate Writing Siliguri Branch.ICAI 18 July 2004 .

EIRC .Communication Goals To change behavior To get and give Information To get action To persuade To ensure understanding Siliguri Branch.ICAI 18 July 2004 .

ICAI 18 July 2004 .Distortions in Communication Siliguri Branch. EIRC .

EIRC .. as 70 % of our communication efforts are:  misunderstood  misinterpreted  rejected  distorted or  not heard 6 people talking in a 2 people conversation!! Siliguri Branch.ICAI 18 July 2004 .We need to improve communication..

EIRC .ICAI 18 July 2004 .Critical success factor The majority of your perceived ability comes from how you communicate 55% Tonal 38% Visual 7% Verbal 93% of all Communication is non verbal .SKILL Siliguri Branch.

EIRC .ICAI 18 July 2004 .Listening and Speaking are used a lot« 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Writing Reading Speaking Listening 9% 16% 30% 45% Siliguri Branch.

EIRC .« But not taught enough 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Writing Reading Speaking Listening 9% 16% 30% 45% Siliguri Branch.ICAI 18 July 2004 .

ICAI 18 July 2004 .Common Communication Errors:      Finishing others¶ sentences Preparing our response before someone has completed speaking Multitasking while µlistening¶ Filtering content or meaning based on the speaker Speaking for others (we«) Siliguri Branch. EIRC .

A Good Algorithm Communication is a two way process! In order to have good communication:  Listen to Understand  Understand before speaking  Speak to be understood  Seek understanding before proceeding  Repeat Siliguri Branch.ICAI 18 July 2004 . EIRC .

ICAI 18 July 2004 . EIRC .How can it be improved     Recognition Pavlov study Not being judgmental Stop egocentric communication Siliguri Branch.

Practice! Siliguri Branch.What today¶s workshop can achieve    Provide µknowledge¶ about communication Give insight on µskills¶ needed Suggest ways of going about it What you need to do:  Learn the tools  Take up every opportunity  Practice. EIRC . Practice.ICAI 18 July 2004 .

Observe PARIS IN THE THE SPRING GOD IS NOWHERE Siliguri Branch.ICAI 18 July 2004 . EIRC .

ICAI 18 July 2004 . EIRC .Why is communication important      Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others Siliguri Branch.

ICAI .Essentials of good communication  Knowledge Spontaneity in conversation Level of conversation    Organising your thoughts Participating in discussions Body Language Show v Tell  Being a good listener Listening v hearing 18 July 2004 Siliguri Branch. EIRC .

EIRC . be negative Interrupt Criticize Siliguri Branch.How to be an active listener      Set the stage Ensure mutual understanding Understand body language Suspend judgment Behaviors that hinder effective listening Act distracted (look at your watch!) Tell your own story without acknowledging theirs Give no response Invalidate response.ICAI 18 July 2004 .

clarifying both your and their understanding Siliguri Branch. EIRC .ICAI 18 July 2004 .Techniques to improve listening skills SUMMARIZE PARAPHRASE Restate what was said in your own words Pull together the main points of a speaker QUESTION Challenge speaker to think further.

Siliguri Branch. what and how come (not why!). Open-ended questions: Invite unique thought. Closed questions: Get a one-word response and inhibit thought.Two basic types of questions 1.ICAI 18 July 2004 . EIRC . Questions begin with how. reflection or an explanation. when and which 2. Questions begin with who.

Practice Questioning  Rephrase the following closed questions to make them open-ended: Are you feeling tired? Isn¶t it a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine.ICAI . EIRC . 4. 5. then? 18 July 2004 1. 2. 3. Siliguri Branch.

ICAI 18 July 2004 .Adding colour to communication Siliguri Branch. EIRC .

Adding colour to communication    Images ± Describe. relive Show. EIRC . don¶t tell Use audience¶s senses Sight Sound Touch Taste Smell Siliguri Branch.ICAI 18 July 2004 .

ICAI 18 July 2004 . syllables. Flexibility of tone Siliguri Branch. EIRC .Improving communication         Don¶t use cliches Brevity Sincerity Don¶t praise yourself Avoid argument Be tactful Silence Enunciation Clear. loud.

every syllable. every sound. Will you please move your lips more noticeably? The teeth should never be kept closed in speech. Through practices. EIRC . every word. but still with perfect distinctness Siliguri Branch. Think of the mouth chamber as a mold.Practice      For distinct enunciation. in which the correct form is given to every sound. we can learn to speak more rapidly. must be given it proper form and value.ICAI 18 July 2004 .

ICAI 18 July 2004 .Ways to gain effective conversation       Good use of English ± avoid errors Improved vocabulary ± overlook v oversee Avoid old phrases Use humour Add interesting story Improve clarity of voice ± practice Siliguri Branch. EIRC .

Public Speaking .

ICAI 18 July 2004 .What does the graphic tell you about this speaker Siliguri Branch. EIRC .

The 5-Pµs      Prior Preparation Prevents Poor Performance Siliguri Branch. EIRC .ICAI 18 July 2004 .

From effective conversation to speech  Overcoming Fear #1 fear  Idea of speech Know your subject  Know the audience Target their interest  Organising the speech Tell them« Siliguri Branch.ICAI 18 July 2004 . EIRC .

EIRC .ICAI 18 July 2004 .Developing Your Presentation     What is your goal? Research your topic Develop an outline Create or locate learning aids Siliguri Branch.

ICAI POWERFUL close 18 July 2004 .AIDA ttention POWERFUL opener CLEAR connector nterest MAIN BODY esire ction Siliguri Branch. EIRC .

What is required 18 July 2004 nterest esire ction Siliguri Branch. EIRC .ICAI . You.AIDA ttention Establish credentials (Me. You. What) Key point Create +ve expectations Paint the future benefits WIFM The facts The facts 3 advantages benefits Me.

EIRC .Developing Your Presentation Making the Presentation Interesting      Informative Fun Variety Energy Audience Interaction Siliguri Branch.ICAI 18 July 2004 .

Practicing Your Presentation  Simulate the presentation setting Practice aloud Practice standing up    Time your presentation Memorize your opening few sentences Watch yourself in a mirror 18 July 2004 Siliguri Branch. EIRC .ICAI .

not µat¶ Eye contact Don¶t judge your audience Pause Volume Pace 18 July 2004 Siliguri Branch.ICAI . EIRC .Presenting  Stage fright Feelings follow action       Talk µto¶.

EIRC .Summary He who fails to prepare. prepares to fail! Siliguri Branch.ICAI 18 July 2004 .

Thank You arahim@infrastructureindia.com .

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