Communication skills-5083

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Communication skills-5083

  1. 1. Improving CommunicationSkills Siliguri Branch of EIRC 18 July 2004 A Rahim
  2. 2. A ThoughtA man is seldom better than his conversation - German ProverbSiliguri Branch, EIRC - ICAI 18 July 2004
  3. 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
  4. 4. What is Communication? Communication is the process of sending and receiving information among people… Feedback receiver sender Medium Encode Decode SENDER RECEIVERSiliguri Branch, EIRC - ICAI 18 July 2004
  5. 5. Most common ways to communicate es lImag V isua ing Speak Bod y La n Writing gua geSiliguri Branch, EIRC - ICAI 18 July 2004
  6. 6. Communication Goals To change behavior To get and give To get action Information To persuade To ensure understandingSiliguri Branch, EIRC - ICAI 18 July 2004
  7. 7. Distortions in CommunicationSiliguri Branch, EIRC - ICAI 18 July 2004
  8. 8. We need to improve communication... as70 % of our communication efforts are: misunderstood misinterpreted rejected distorted or not heard6 people talking in a 2 people conversation!!Siliguri Branch, EIRC - ICAI 18 July 2004
  9. 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 - SKILLSiliguri Branch, EIRC - ICAI 18 July 2004
  10. 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 ListeningSiliguri Branch, EIRC - ICAI 18 July 2004
  11. 11. … But not taught enough 50% 45% 45% 40% Am 35% ou nt 30% tau 30% gh 25% t 20% 16% 15% 9% 10% 5% 0% Writing Reading Speaking ListeningSiliguri Branch, EIRC - ICAI 18 July 2004
  12. 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
  13. 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 RepeatSiliguri Branch, EIRC - ICAI 18 July 2004
  14. 14. How can it be improved Recognition Pavlov study Not being judgmental Stop egocentric communicationSiliguri Branch, EIRC - ICAI 18 July 2004
  15. 15. What 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!Siliguri Branch, EIRC - ICAI 18 July 2004
  16. 16. Observe PARIS IN THE THE SPRING GOD IS NOWHERESiliguri Branch, EIRC - ICAI 18 July 2004
  17. 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 othersSiliguri Branch, EIRC - ICAI 18 July 2004
  18. 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 hearingSiliguri Branch, EIRC - ICAI 18 July 2004
  19. 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  CriticizeSiliguri Branch, EIRC - ICAI 18 July 2004
  20. 20. Techniques to improve listening skills SUMMARIZE SUMMARIZE PARAPHRASE PARAPHRASE Pull together Pull together Restate what was Restate what was the main points said in your own the main points said in your own of a speaker of a speaker words words QUESTION QUESTION Challenge speaker Challenge speaker to think further, to think further, clarifying both your clarifying both your and their and their understanding understandingSiliguri Branch, EIRC - ICAI 18 July 2004
  21. 21. Two basic types of questions1. Closed questions:  Get a one-word response and inhibit thought.  Questions begin with who, when and which2. Open-ended questions:  Invite unique thought, reflection or an explanation.  Questions begin with how, what and how come (not why!).Siliguri Branch, EIRC - ICAI 18 July 2004
  22. 22. Practice Questioning Rephrase the following closed questions to make 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?Siliguri Branch, EIRC - ICAI 18 July 2004
  23. 23. Adding colour to communicationSiliguri Branch, EIRC - ICAI 18 July 2004
  24. 24. Adding colour to communication Images – Describe, relive Show, don’t tell Use audience’s senses  Sight  Sound  Touch  Taste  SmellSiliguri Branch, EIRC - ICAI 18 July 2004
  25. 25. Improving communication Don’t use cliches Brevity Sincerity Don’t praise yourself Avoid argument Be tactful Silence Enunciation  Clear, loud, syllables. Flexibility of toneSiliguri Branch, EIRC - ICAI 18 July 2004
  26. 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 distinctnessSiliguri Branch, EIRC - ICAI 18 July 2004
  27. 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 – practiceSiliguri Branch, EIRC - ICAI 18 July 2004
  28. 28. Public Speaking
  29. 29. What does the graphic tell you aboutthis speakerSiliguri Branch, EIRC - ICAI 18 July 2004
  30. 30. The 5-P‘s Prior Preparation Prevents Poor PerformanceSiliguri Branch, EIRC - ICAI 18 July 2004
  31. 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
  32. 32. Developing Your Presentation What is your goal? Research your topic Develop an outline Create or locate learning aidsSiliguri Branch, EIRC - ICAI 18 July 2004
  33. 33. AIDA POWERFUL opener ttention CLEAR connector nterest MAIN BODY esire POWERFUL close ctionSiliguri Branch, EIRC - ICAI 18 July 2004
  34. 34. AIDA Establish credentials ttention (Me, You, What) Key point Create +ve expectations nterest Paint the future benefits WIFM The facts The facts esire  3  advantages  benefits Me, You, What ction is requiredSiliguri Branch, EIRC - ICAI 18 July 2004
  35. 35. Developing Your PresentationMaking the Presentation Interesting Informative Fun Variety Energy Audience InteractionSiliguri Branch, EIRC - ICAI 18 July 2004
  36. 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 mirrorSiliguri Branch, EIRC - ICAI 18 July 2004
  37. 37. Presenting Stage fright  Feelings follow action Talk ‘to’, not ‘at’ Eye contact Don’t judge your audience Pause Volume PaceSiliguri Branch, EIRC - ICAI 18 July 2004
  38. 38. SummaryHe who fails to prepare, prepares to fail!Siliguri Branch, EIRC - ICAI 18 July 2004
  39. 39. Thank You arahim@infrastructureindia.com

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