Mission Statement: Our mission is to

empower organisations and people to

build long lasting and effective
communication practices.

PwC Australia: A communication audit

 The Team

Jihun Song Kristoffer Wijaya Byron Cristol Rahul Kapadia

Sr. Manager, Director of Sr. Organisational Communication

Corporate Communications Development Strategist
Communications Manager
Background in accounting Background in project Background in
Background in marketing and and finance, highly management, Worked in Communication consultancy
management, highly experienced with accounting Malaysia, and Australia and Public relations strategy
experienced in employee consultation, enthusiastic
management and training. about his work.
PricewaterhouseCoopers (PwC) Australia
Business management consultancy firm
2nd largest professional services firm in the world
Services provided:
Tax and financial advisory
Management and strategy consulting
Tabulates results for the Academy of Motion Pictures
and Arts
Understanding the Issue: Client Relationship Management

Background Research Methodology Agenda

- Pwc Australias - Informal exploratory - Identification of

management research communication
approached - In-depth practices
Communifix interviews with - Identification and
- External focus groups analysis of key issues
communication audit - Formal research - Strategies and
- Relationship - Surveys & services Communifix
development and analysis of provide
maintenance with existing
Clients databases
Audit objective:
To identify the interpersonal
communication issues PwC
Australia is having with CRM
 - Generally a partner or director will
be there for a few meetings

Audit findings
- Then a group of specialists will have
the majority of the interactions with
the client

- Therefore significant focus will be

put on the interpersonal
communication skills of the
specialists
 - Main communications streams
Audit findings: - Formal meetings (Face to face)
Communication streams - Emails
used with Clients - Phone calls
- Informal meetings (Face to
Face)
- Video conferencing
Key common issues identified
 Issue 1: Identification of Issues
Communication Styles identified in the
Communication groups

Styles Dramatic - Exaggeration &

Fantasising
- Open to misconstruction
- Frustration of Senior Members of the
team
Animated - Emotions & Facial
expressions
- Difficulty in decoding messages
- Feeling displeasure
 Why these issues are important
Using the wrong communication style can
result in lack of engagement by the clients
and ineffective communication.
Adapt to communication styles of the client
This will ultimately lead to poor outcomes
for the entire engagement and decrease the
likelihood of the clients reengaging with
PwC
 Issue 2: Identification of Issues

Self-Concept & Inability to monitor feedback

Self-Awareness Closed-mindedness
Poor listening skills
Why these issues are important
Good communication with others firstly
requires good communication with yourself

When low, the potential for effective

communication and relationship
development is reduced

Increases effectiveness in carrying out tasks,

dealing with problems and interacting with
other people
 Issue 3: Identification of Issues

Impressions Impression Formation and

Management Long-run management

Strategic Flexibility
Image Projection
Understanding Framing and
Reframing
 Why these issues are important
First impressions are important as people tend to
have anchoring bias.
Having strategic flexibility and the ability to create
neutrality allows one to adapt and find middle
ground and is important for maintaining your
image. If not, constant clash will occur.
Delivery depicts how content is viewed.
Understanding context is important to achieve
positive views.
 Issue 4: Identification of Issues

Communicate -Common symptoms found in the

climate Social tone groups are

Bullying
Aggressiveness

-Negative communication climate

-Indicating a lack of trust from
clients
Why the communication climate is important?
Communication climates in form of employees interactions is a factor which influences the quality
of work and effectiveness of functioning (Mohammed and Hussein)
Therefore a negative communication climate is not only a detriment to relationship development
with clients but also affects performance

Communication climate with clients can also be affected by communication climate of the workplace
Recommendations
 How we think we can help you
PwC is very client centric

Meeting the clients needs and

exceeding their expectations

Interpersonal communication is vital

in relationship development and

maintenance- Raymond Durham

(2017)
 What Communifix provides
Leaders in training, development and communication

improvements in over 10+ industries.

Strategies to not only address the short term issues, but develop

skills within employees that will benefit PwC in the long-term

Communifix delivered an
outstanding product that exceeded
our utmost expectations Cindy Hook,
CEO of Deloitte Australia.
 How we can help you
In conjunction with

your unique communication needs and goals

your organisations dynamic business environment

and corporate culture

We have developed

tailormade communication training programs

Enhance your employees interpersonal

communication skills in regards to Client

relationship management for

4-point training program strategy
Course: Self-Communication assessment & training
Communication styles Communication Style Workshops

Course: Building self Monitoring feedback & perception checking

awareness Critical self-reflection

Course: Impression Creating and maintaining positive impressions

Management Understanding Framing and Reframing

Course: Developing a Creating trust, supportiveness and openness

Positive communication
climate to feedback
Situational adaption
The importance of our training programs
The most important single ingredient in the formula for success is knowing how to

get along with people- Theodore Roosevelt

Employees need to be:

Self aware

Willing to adapt to different communication styles (Listen!)

Focus heavily on impression management

Create positive communication climates to foster greater trust in clients

Communifixs training programs will

Help you bridge relationships, one step at time.

THANK YOU!