The document discusses improving communication skills. It defines communication and outlines the most common forms. Effective communication is critical for careers and relationships. Listening and speaking are used frequently but not taught enough. The document provides tips for active listening, questioning techniques, and overcoming public speaking fears. It emphasizes the importance of preparation, practice, and using techniques like the AIDA model to engage audiences. Proper techniques can improve conversations, presentations, and understanding between people.
2. A Thought
A man is seldom better than his conversation
- German Proverb
Siliguri Branch, EIRC - ICAI 18 July 2004
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. What is Communication?
Communication is the process of sending and
receiving information among people…
Feedback
receiver sender
Medium
Encode Decode
SENDER RECEIVER
Siliguri Branch, EIRC - ICAI 18 July 2004
5. Most common ways to communicate
es
lImag
V isua
ing
Speak
Bod
y La n
Writing gua
ge
Siliguri Branch, EIRC - ICAI 18 July 2004
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
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
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
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
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 Listening
Siliguri Branch, EIRC - ICAI 18 July 2004
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. 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
14. How can it be improved
Recognition
Pavlov study
Not being judgmental
Stop egocentric communication
Siliguri Branch, EIRC - ICAI 18 July 2004
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
16. Observe
PARIS
IN THE
THE SPRING
GOD IS NOWHERE
Siliguri Branch, EIRC - ICAI 18 July 2004
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
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
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
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
understanding
Siliguri Branch, EIRC - ICAI 18 July 2004
21. 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!).
Siliguri Branch, EIRC - ICAI 18 July 2004
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. Adding colour to communication
Siliguri Branch, EIRC - ICAI 18 July 2004
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
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
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
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
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. 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
33. AIDA
POWERFUL opener
ttention
CLEAR connector
nterest
MAIN BODY
esire
POWERFUL close
ction
Siliguri Branch, EIRC - ICAI 18 July 2004
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 required
Siliguri Branch, EIRC - ICAI 18 July 2004
35. Developing Your Presentation
Making the Presentation Interesting
Informative
Fun
Variety
Energy
Audience Interaction
Siliguri Branch, EIRC - ICAI 18 July 2004
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
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
38. Summary
He who fails to prepare, prepares to fail!
Siliguri Branch, EIRC - ICAI 18 July 2004