Communication Skills

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.
18 July 2004
What is Communication?
Communication is the process of sending and receiving information among people
Feedback
receiver Encode
sender
Medium
Decode
SENDER
RECEIVER
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Most common ways to communicate
Writing
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Communication Goals
To change behavior
To get and give Information
To get action
To persuade
To ensure understanding
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Distortions in Communication
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We need to improve communication... as

70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard
6 people talking in a 2 people conversation!!
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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%
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But not taught enough

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Writing Reading Speaking Listening 9% 16% 30%
45%
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Common Communication Errors:

Finishing others sentences Preparing our response before someone has completed speaking Multitasking while listening Filtering content or meaning based on the speaker Speaking for others (we)
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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
How can it be improved

Recognition Pavlov study Not being judgmental Stop egocentric communication
18 July 2004
What todays workshop can achieve

Provide knowledge about communication Give insight on skills needed Suggest ways of going about it
What you need to do: Learn the tools Take up every opportunity Practice, Practice, Practice!
Observe
PARIS IN THE THE SPRING
GOD IS NOWHERE
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
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Essentials of good communication
Knowledge

Spontaneity in conversation Level of conversation
Organising your thoughts Participating in discussions Body Language
Show v Tell Listening v hearing

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Being a good listener
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, be negative Interrupt Criticize
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Techniques to improve listening skills

PARAPHRASE
Restate what was said in your own words
SUMMARIZE
Pull together the main points of a speaker
QUESTION
Challenge speaker to think further, clarifying both your and their understanding
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Two basic types of questions

1. Closed questions:
Get a one-word response and inhibit thought.

Questions begin with who, when and which
2. Open-ended questions:

Invite unique thought, reflection or an explanation. Questions begin with how, what and how come (not why!).
18 July 2004
Practice Questioning
Rephrase the following closed questions to make them open-ended: Are you feeling tired? Isnt it a nice day? Was the last activity useful? Is there anything bothering you? So everything is fine, then?
18 July 2004
1. 2. 3. 4. 5.
Adding colour to communication
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Adding colour to communication
Images Describe, relive Show, dont tell Use audiences senses

Sight Sound Touch Taste Smell

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Improving communication

Dont use cliches Brevity Sincerity Dont praise yourself Avoid argument Be tactful Silence Enunciation
Clear, loud, syllables. Flexibility of tone

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Practice
For distinct enunciation, every word, every syllable, every sound, must be given it proper form and value. Think of the mouth chamber as a mold, in which the correct form is given to every sound. Will you please move your lips more noticeably? The teeth should never be kept closed in speech. Through practices, we can learn to speak more rapidly, but still with perfect distinctness
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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
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Public Speaking
What does the graphic tell you about this speaker
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The 5-Ps

Prior Preparation Prevents Poor Performance
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From effective conversation to speech
Overcoming Fear
#1 fear Know your subject Target their interest Tell them

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Idea of speech
Know the audience
Organising the speech
Developing Your Presentation

What is your goal? Research your topic Develop an outline Create or locate learning aids
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AIDA
ttention POWERFUL opener
CLEAR connector nterest

MAIN BODY esire
ction
POWERFUL close
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AIDA
ttention
Establish credentials (Me, You, What) Key point

Create +ve expectations Paint the future benefits WIFM The Thefacts facts 3 advantages benefits Me, You, What is required
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nterest
esire
ction
Developing Your Presentation

Making the Presentation Interesting
Informative Fun Variety Energy Audience Interaction
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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
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Presenting
Stage fright
Feelings follow action
Talk to, not at Eye contact Dont judge your audience Pause Volume Pace
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Summary
He who fails to prepare, prepares to fail!
18 July 2004
Thank You
arahim@infrastructureindia.com

Communication Skills

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Improving Communication Skills

Siliguri Branch of EIRC 18 July 2004 A Rahim

A man is seldom better than his conversation

Siliguri Branch, EIRC - ICAI