Improving Communication

Skills

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.

Siliguri Branch, EIRC - ICAI

18 July 2004

What is Communication?
Communication is the process of sending and
receiving information among people
Feedback

sender

receiver
Encode

SENDER

Siliguri Branch, EIRC - ICAI

Medium

Decode

RECEIVER

18 July 2004

Most common ways to communicate

king
a
e
p
S

Writing

Siliguri Branch, EIRC - ICAI

ges
a
m
al I
u
s
i
V

Bod
y

La n

gua
ge

18 July 2004

Communication Goals
To change behavior

To get and give

Information

To persuade

Siliguri Branch, EIRC - ICAI

To get action

To ensure understanding

18 July 2004

Distortions in Communication

Siliguri Branch, EIRC - ICAI

18 July 2004

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

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

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

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

How can it be improved

Recognition

Not being judgmental

Stop egocentric communication

Siliguri Branch, EIRC - ICAI

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!
Siliguri Branch, EIRC - ICAI

18 July 2004

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

Essentials of good communication

Knowledge

Organising your thoughts

Participating in discussions
Body Language

Spontaneity in conversation
Level of conversation

Show vs Tell

Being a good listener

Listening vs hearing

Siliguri Branch, EIRC - ICAI

18 July 2004

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

Techniques to improve listening skills

SUMMARIZE
SUMMARIZE

PARAPHRASE
PARAPHRASE
Restate
Restatewhat
whatwas
was
said
saidin
inyour
yourown
own
words
words

Pull
Pulltogether
together
the
themain
mainpoints
points
of
ofaaspeaker
speaker

QUESTION
QUESTION
Challenge
Challengespeaker
speaker
to
tothink
thinkfurther,
further,
clarifying
clarifyingboth
bothyour
your
and
andtheir
their
understanding
understanding

Siliguri Branch, EIRC - ICAI

18 July 2004

Two basic types of questions

1.

Closed questions:

2.

Get a one-word response and inhibit thought.

Questions begin with who, when and which

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

Practice Questioning

Rephrase the following closed questions to

make them open-ended:

1.

Are you feeling tired?

Isnt it a nice day?
Was the last activity useful?
Is there anything bothering you?
So everything is fine, then?

2.
3.
4.
5.

Siliguri Branch, EIRC - ICAI

18 July 2004

Adding colour to communication

Images Describe,
relive
Show, dont tell
Use audiences senses

Sight
Sound
Touch
Taste
Smell

Siliguri Branch, EIRC - ICAI

18 July 2004

Improving communication

Dont use cliches

Brevity
Sincerity
Dont praise yourself
Avoid argument
Be tactful
Silence
Enunciation

Clear, loud, syllables. Flexibility of tone

Siliguri Branch, EIRC - ICAI

18 July 2004

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

Ways to gain effective conversation

Good use of English avoid errors

Improved vocabulary
Avoid old phrases
Use humour
Add interesting story
Improve clarity of voice practice

Siliguri Branch, EIRC - ICAI

18 July 2004

Public Speaking

What does the graphic tell you about

this speaker

Siliguri Branch, EIRC - ICAI

18 July 2004

The 5-Ps

Prior
Preparation
Prevents
Poor
Performance

Siliguri Branch, EIRC - ICAI

18 July 2004

From effective conversation to speech

Overcoming Fear

Idea of speech

Know your subject

Know the audience

#1 fear

Target their interest

Organising the speech

Tell them

Siliguri Branch, EIRC - ICAI

18 July 2004

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

Developing Your Presentation

Making the Presentation Interesting

Informative
Fun
Variety
Energy
Audience Interaction

Siliguri Branch, EIRC - ICAI

18 July 2004

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

Presenting

Stage fright

Feelings follow action

Talk to, not at

Eye contact
Dont judge your audience
Pause
Volume
Pace

Siliguri Branch, EIRC - ICAI

18 July 2004

Summary
He who fails to prepare, prepares to fail!

Siliguri Branch, EIRC - ICAI

18 July 2004

Thank You

arahim@infrastructureindia.com