Communication skills

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Communication skills

  1. 1. Improving CommunicationSkills
  2. 2. Siliguri Branch, EIRC - ICAI 18 July 2004A ThoughtA man is seldom better than his conversation- German Proverb
  3. 3. Siliguri Branch, EIRC - ICAI 18 July 2004Communication Skills OverviewEffective communication skills are acritical element in your career andpersonal lives.We all must use a variety ofcommunication techniques to bothunderstand and be understood.
  4. 4. Siliguri Branch, EIRC - ICAI 18 July 2004What is Communication?SENDER RECEIVERFeedbackreceiver senderCommunication is the process of sending andreceiving information among people…MediumEncode Decode
  5. 5. Siliguri Branch, EIRC - ICAI 18 July 2004Most common ways to communicateSpeaking Visual ImagesWritingBody Language
  6. 6. Siliguri Branch, EIRC - ICAI 18 July 2004Communication GoalsTo change behaviorTo get actionTo ensure understandingTo persuadeTo get and giveInformation
  7. 7. Siliguri Branch, EIRC - ICAI 18 July 2004Distortions in Communication
  8. 8. Siliguri Branch, EIRC - ICAI 18 July 2004We need to improve communication... as70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard6 people talking in a 2 people conversation!!
  9. 9. Siliguri Branch, EIRC - ICAI 18 July 2004Critical success factorThe majority of your perceived ability comes fromhow you communicate38% Visual55% Tonal7% Verbal93% of all Communication is non verbal - SKILL
  10. 10. Siliguri Branch, EIRC - ICAI 18 July 2004Listening and Speaking are used a lot…9%16%30%45%0%5%10%15%20%25%30%35%40%45%50%Writing Reading Speaking Listening
  11. 11. Siliguri Branch, EIRC - ICAI 18 July 2004… But not taught enough9%16%30%45%0%5%10%15%20%25%30%35%40%45%50%Writing Reading Speaking ListeningAmount taught
  12. 12. Siliguri Branch, EIRC - ICAI 18 July 2004Common Communication Errors: Finishing others’ sentences Preparing our response before someone hascompleted speaking Multitasking while ‘listening’ Filtering content or meaning based on thespeaker Speaking for others (we…)
  13. 13. Siliguri Branch, EIRC - ICAI 18 July 2004A Good AlgorithmIn order to have good communication: Listen to Understand Understand before speaking Speak to be understood Seek understanding before proceeding RepeatCommunication is a two way process!
  14. 14. Siliguri Branch, EIRC - ICAI 18 July 2004How can it be improved Recognition Pavlov study Not being judgmental Stop egocentric communication
  15. 15. Siliguri Branch, EIRC - ICAI 18 July 2004What today’s workshop can achieve Provide ‘knowledge’ about communication Give insight on ‘skills’ needed Suggest ways of going about itWhat you need to do: Learn the tools Take up every opportunity Practice, Practice, Practice!
  16. 16. Siliguri Branch, EIRC - ICAI 18 July 2004ObservePARISIN THETHE SPRINGGOD IS NOWHERE
  17. 17. Siliguri Branch, EIRC - ICAI 18 July 2004Why is communication important Inspires confidence Builds respect in business and social life Helps make friends Develops a distinct personality Reveals your ability to others
  18. 18. Siliguri Branch, EIRC - ICAI 18 July 2004Essentials 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
  19. 19. Siliguri Branch, EIRC - ICAI 18 July 2004How 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
  20. 20. Siliguri Branch, EIRC - ICAI 18 July 2004Techniques to improve listening skillsPARAPHRASEPARAPHRASERestate what wassaid in your ownwordsPARAPHRASEPARAPHRASERestate what wassaid in your ownwordsSUMMARIZESUMMARIZEPull togetherthe main pointsof a speakerSUMMARIZESUMMARIZEPull togetherthe main pointsof a speakerQUESTIONQUESTIONChallenge speakerto think further,clarifying both yourand theirunderstandingQUESTIONQUESTIONChallenge speakerto think further,clarifying both yourand theirunderstanding
  21. 21. Siliguri Branch, EIRC - ICAI 18 July 2004Two basic types of questions1. Closed questions: Get a one-word response and inhibit thought. Questions begin with who, when and which1. Open-ended questions: Invite unique thought, reflection or an explanation. Questions begin with how, what and how come (not why!).
  22. 22. Siliguri Branch, EIRC - ICAI 18 July 2004Practice Questioning Rephrase the following closed questions tomake them open-ended:1. 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?
  23. 23. Siliguri Branch, EIRC - ICAI 18 July 2004Adding colour to communication
  24. 24. Siliguri Branch, EIRC - ICAI 18 July 2004Adding colour to communication Images – Describe,relive Show, don’t tell Use audience’s senses Sight Sound Touch Taste Smell
  25. 25. Siliguri Branch, EIRC - ICAI 18 July 2004Improving communication Don’t use cliches Brevity Sincerity Don’t praise yourself Avoid argument Be tactful Silence Enunciation Clear, loud, syllables. Flexibility of tone
  26. 26. Siliguri Branch, EIRC - ICAI 18 July 2004Practice 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 thecorrect 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 morerapidly, but still with perfect distinctness
  27. 27. Siliguri Branch, EIRC - ICAI 18 July 2004Ways 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
  28. 28. Public Speaking
  29. 29. Siliguri Branch, EIRC - ICAI 18 July 2004What does the graphic tell you aboutthis speaker
  30. 30. Siliguri Branch, EIRC - ICAI 18 July 2004The 5-P‘s Prior Preparation Prevents Poor Performance
  31. 31. Siliguri Branch, EIRC - ICAI 18 July 2004From 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…
  32. 32. Siliguri Branch, EIRC - ICAI 18 July 2004Developing Your Presentation What is your goal? Research your topic Develop an outline Create or locate learning aids
  33. 33. Siliguri Branch, EIRC - ICAI 18 July 2004AIDAttentionnterestesirectionPOWERFUL openerCLEAR connectorMAIN BODYMAIN BODYPOWERFUL close
  34. 34. Siliguri Branch, EIRC - ICAI 18 July 2004Developing Your PresentationMaking the Presentation Interesting Informative Fun Variety Energy Audience Interaction
  35. 35. Siliguri Branch, EIRC - ICAI 18 July 2004Practicing Your Presentation Simulate thepresentation setting Practice aloud Practice standing up Time your presentation Memorize your openingfew sentences Watch yourself in amirror
  36. 36. Siliguri Branch, EIRC - ICAI 18 July 2004Presenting Stage fright Feelings follow action Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume Pace
  37. 37. Siliguri Branch, EIRC - ICAI 18 July 2004SummaryHe who fails to prepare, prepares to fail!
  38. 38. Thank You

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