Download PP communication skills

Communication Skills
Developing the knowledge and skills
to communicate within the
accounting profession
What is communication
• Definition is- the transmission or exchange of
information
– Put across as a message
– To inform, giving data as required
– To persuade, ask for something to be done or
agree to something
– To request, to ask for something
– To confirm, check data is correct or relevant
– To build relationships, effective working
relationship
Communication process
• Communication is a two way process
– Sent by communicator
– Received by recipient
– Replied by recipient
• Communication can be carried out as
– Written format
• Letter, memo, email, report or note
– Verbal format
• Telephone or face to face
What makes communication effective,
clear and appropriate in business
• Appropriate format for the job
• Format conventions & house styles
– Using the correct format, structure, style and
guidelines set by the organisation
• Presentation
– Documents are neat, legible, smartly presented
– Showing competence and the business needs
• Technically correct
– Content is accurate, appropriate details (to the level
required), factual and NO ERRORS (typographical)
Continuation
• Understandable
– Tailored to the audience
• Projecting the correct image
– Reflecting a professional & competent image of
the organisation
• Achieving its purpose
– There is feedback from the communication
– Was it effective
– If not what next?
Message content
• The content of the message sent must be:
– Technically correct,
• all data/information content must be checked for
accuracy or cross checked with other sources
• Where unsure of own knowledge, check with experts or
supervisors
– Clear and understandable
• It is the senders responsibility to ensure the message
has been received and understood
• Language and terminologies are tailored to the
recipient
• Avoid jargon, buzz words & technical terms
Continuation
• Determine as to the use of diagrams (would they be
beneficial? ) include notes and labels to aid
understanding
– PASS
• Purpose, what do you want to get across
• Audience, what language should be used
• Structure & Style, what format, order of layout and
language will help you get across your message
• KISS, keep it short & simple
– Business people have limited time to engage in
communication so any communication should be
short, to the point and easy to use
KISS continuation
• Message is well structured
– Clear topic paragraphs
• Easy to read
– Legible, well spaced on page & short sentences
• Unambiguous
– Reduce potential misunderstandings – double meanings
• Avoid jargon
• Eliminate unnecessary phrases and words
• Separate out details
– Place additional data into appendices, attachments or
tables and diagrams helping to contain the flow of the
message
Visual or verbal?
• Verbal communication (word or text)
– Useful to convey the thread of an agrument and
meaning of information
– Can cause overload so introduce visual elements
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Headings
Bullet points
Arrange information into manageable chunks
Detailed data into tables or headed columns
Create charts, graphs & diagrams to demonstrate
comparisons, correlations and trends
Presentation
• Written communication between business may
be first or only contact, first impressions count,
• Convey professionalism
– Handwritten ensure legible, neat, no visible
errors/tippex
– Word processed must demonstrate competence of
the software, use of diagrams, tables
– Regards the needs of the user, labelling and cross
references, appendices and citing sources (links)
– Good design, use of space, underlining, heading, bold
Presentation
• Communication reflects the organisations:
– Corporate Image
– Corporate Identify
• Corporate Image is the image an organisation
wishes to project
• Corporate Identify is the house style/
guidelines the organisation uses to present
itself
– Logos on stationery
– Typefaces, colours and particular layouts
Business language
• Styles of communication range from informal/
friendly to formal/ impersonal
• Important to use the right style in the right context
• Basic requirement of any business communication
is to be courteous, businesslike and professional
• Language is presented in a formal style:
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Full grammatical sentences
No slang, colloquial or abbreviated words
Should be direct and factual
To the point
Not over familiar, friendly or personal
Address persons by their surname unless invited