Communication Skills

Slide 1: Improving Communication Skills Siliguri Branch of EIRC 18 July 2004 A Rahim

Slide 2: A Thought A man is seldom better than his conversation - German Proverb Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 3: 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

Slide 4: What is Communication? Communication is the process of sending and receiving information among people… Feedback sender receiver Medium Encode Decode SENDER RECEIVER Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 5: Most common ways to communicate es mag lI isua V ing k Spea Bod y La ngu Writing age Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 6: Communication Goals To change behavior To get and give To get action Information To persuade To ensure understanding Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 7: Distortions in Communication Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 8: 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!! Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 9: 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

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

Slide 11: … But not taught enough 50% 45% 45% 40% Am ou 35% nt tau 30% 30% gh t 25% 20% 16% 15% 9% 10% 5% 0% Writing Reading Speaking Listening Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 12: 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…)  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 13: 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, EIRC - ICAI 18 July 2004

Slide 14: How can it be improved Recognition  Pavlov study  Not being judgmental  Stop egocentric communication  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 15: What today’s 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! Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 16: Observe PARIS IN THE THE SPRING GOD IS NOWHERE Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 17: 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, EIRC - ICAI 18 July 2004

Slide 18: 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  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 19: 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  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 20: Techniques to improve listening skills SUMMARIZE PARAPHRASE Pull together Restate what was the main points said in your own of a speaker words QUESTION Challenge speaker to think further, clarifying both your and their understanding Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 21: Two basic types of questions Closed questions: 1. Get a one-word response and inhibit thought.  Questions begin with who, when and which  Open-ended questions: 2. Invite unique thought, reflection or an explanation.  Questions begin with how, what and how come (not why!).  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 22: Practice Questioning Rephrase the following closed questions to  make them open-ended: Are you feeling tired? 2. Isn’t it a nice day? 3. Was the last activity useful? 4. Is there anything bothering you? 5. So everything is fine, then? 6. Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 23: Adding colour to communication Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 24: Adding colour to communication Images – Describe,  relive Show, don’t tell  Use audience’s senses  Sight  Sound  Touch  Taste  Smell  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 25: Improving communication Don’t use cliches  Brevity  Sincerity  Don’t praise yourself  Avoid argument  Be tactful  Silence  Enunciation  Clear, loud, syllables. Flexibility of tone  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 26: 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 Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 27: 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 - ICAI 18 July 2004

Slide 28: Public Speaking

Slide 29: What does the graphic tell you about this speaker Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 30: The 5-P‘s Prior  Preparation  Prevents  Poor  Performance  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 31: 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, EIRC - ICAI 18 July 2004

Slide 32: Developing Your Presentation What is your goal?  Research your topic  Develop an outline  Create or locate learning aids  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 33: AIDA POWERFUL opener ttention CLEAR connector nterest MAIN BODY esire POWERFUL close ction Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 34: AIDA Establish credentials ttention (Me, You, What) Key point Create +ve expectations nterest Paint the future benefits WIFM The facts The facts 3 esire advantages benefits Me, You, What ction is required Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 35: Developing Your Presentation Making the Presentation Interesting Informative  Fun  Variety  Energy  Audience Interaction  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 36: 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 Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 37: Presenting Stage fright  Feelings follow action  Talk ‘to’, not ‘at’  Eye contact  Don’t judge your audience  Pause  Volume  Pace  Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 38: Summary He who fails to prepare, prepares to fail! Siliguri Branch, EIRC - ICAI 18 July 2004

Slide 39: Thank You arahim@infrastructureindia.com