Download EFFECTIVE-COMMUNICATION-SKILLS-probatoiners

Anup Francis Dungdung
Director
Outlay of presentation
 Session I
 Audit process
 Importance of communication
 Definition of communication
 Session II:
 Barriers of communication
 Presentation skills/public speaking
 Written communication
Session I
Audit
 Types of Audit
 Financial attest Audit/SAP Analysis
 Transaction Audit/regularity Audit
 Performance Audit/3 E’s(Economy,Effeciency
&Effectiveness)
Audit Methodology(regularity &
Financial attest audit)
 Letter of engagement
 Audit requisition
 Audit Query
 Audit observations
 Inspection Report
 Statements of Facts
 Draft Para
 Audit Report-Separate Audit Report
Audit Methodology(performance
audit)
 Letter of engagement
 Entry conference
 Audit requisition
 Audit Query
 Audit observations
 Draft Report
 Exit conference
 Performance Audit Report
(Planning)
Accept client and perform initial planning.
Understand the client’s business and industry.
Assess client’s business risk.
Perform preliminary analytical procedures.
Set materiality and assess acceptable audit risk
and inherent risk.
Understand internal control and assess control risk.
Develop overall audit plan and audit program.
Summary of the Audit Process - Phase II (Begin Field Work)
From
Phase I
Plan to reduce assessed
level of control risk?
Yes
Perform tests of controls.
Perform substantive tests of transactions.
Assess likelihood of misstatements in
financial statements.
No
Summary of the Audit Process Phase III (End of Fieldwork)
From
Phase II
Likelihood of Misstatement
in Financial Statements
Low
Medium High or
unknown
Perform analytical procedures.
Perform tests of key items.
Perform additional tests of details of balances.
Summary of the Audit Process Phase IV (Wrap-Up)
From
Phase III
Review for contingent liabilities.
Review for subsequent events.
Accumulate final evidence.
Evaluate results.
Issue audit report.
Communicate with audit
committee and management.
What is communication
 The ability to communicate is the
primary factor that distinguishes human
beings from animals. And it is the ability
to communicate well that distinguishes
one individual from another.
 Integral part of personality
 First impression lasts.
 Key to success.
 Impression.
…IMPORTANCE
 Being a good communicator is half the
battle won.
 With good communication skills, one can
sell the garbage. With bad communication
skills, one can not sell even gold.
 Important in office, important at home.
 If one speaks and listens well, then there is
little or no scope for misunderstanding.
Unit One
Past Experiences Shape Communication Style
•Communication doesn’t just happen; your style is based on your experiences that
over time have developed into a pattern of attitudes and actions.
•It is a continuous cycle. Your experiences influence your thoughts. Your
thoughts, over time, become your attitudes. These attitudes become the blueprint
for new experiences, which develop into patterns of behavior.
•An awareness of your personal style is critical to begin to transform negative
attitudes and behaviors into positive ones.
•Remember, the only person you can
ever really control or change is yourself.
 You Spend Most of Your Time at Work
Communicating.
 Your Success- Based on Strong Communication
Skills.
 Communication Is Becoming in Increasingly
Important In Increased Globalization, Diversity
Workplace Specialization.
 Communication Tech Offers New Opportunities of
Communicate More Often & More Efficiently Than
Ever Before.

Manager as monitor
Gathers external info
(through liaison role) form
contacts, informers, peers,
& experts
Manager as monitor
Gathers internal info
(through leader role)
Form subordinates
Manager as nerve center in information-processing network
Mgr as disseminator
Distributes information
to subordinates
Mgr as spokesperson
Why is
communication
important ?
•
•
•
•
•
Inspires confidence
Builds respect
Helps make friends
Reveals your ability to others
Develops a distinct personality
29 April 2017
17
We need to
improve communication... as
70 % of our communication efforts are:
 misunderstood
 misinterpreted
 rejected
 distorted or
 not heard
29 April 2017
18
Importance Of Communication
 Organizational / Functional: greater info access &









awareness
Improves coordination: reduces logical gaps
Encourages cooperation: helps bring everyone in the
mainstream
Gives a direction: to tasks and activities
Morale and empowerment
Decision making aid
Speeds up processes
Better focus on customer requirements
Generates a greater sense of commitment &
involvement
A Problem Solving Tool: by clarity, preciseness &
feedback
DEFINITION
 Communication skills is the set of skills that
enables a person to convey information so
that it is received and understood.
What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND
ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE
PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
Communication
Blah, Blah, Blah
What is it?
 Act of imparting information, feelings
 Exchange of information/feelings/emotions
(movement/transportation)
 Two-way affair
Exposure
Feedback
Types Of Communication
 Verbal Communication
(words)
Oral Communication
Written Communication
 Vertical
Communication
 Upward
 Downward
 Nonverbal
Communication

gestures, body
language
 Horizontal
Communication
Types of Communication
Downwards Communication :Highly Directive, from Senior to subordinates, to assign duties,
give instructions, to inform to offer feed back, approval, to
highlight problems etc.
Upwards Communications
:It is non directive in nature from down below, to give feedback,
to inform about progress/problems, seeking approvals.
Lateral or Horizontal Communication :Among colleagues, peers at same level for
information level for information sharing for
coordination, to save time.
In modern business environment communication extends beyond written or spoken words to
listened words. Visual dimension added by T.V., computers has given to new meaning to
communication.
COMMUNICATION NETWORKS
Formal Network
:
Virtually vertical as per chain go command within the hierarchy.
Informal Network
:
Free to move in any direction may skip formal chain of
command. Likely to satisfy social and emotional needs and
also can facilitate task accomplishment.
What are the most common ways
we communicate?
Written Word
Elements of communication
process
 Message
 Sender
 Coding
 Decoding
 Receiver
 Feedback
The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)
Session II
When the desired effect is not
achieved…
what could be the reason??
Barriers to Effective communication (Noise)
Physi
cal
barrie
rs
Attitu
des
(resistance
Lang
uage
to change)
Ambig
uity
Inform
ation
Overlo
ad
Gender
differe
nces
Assump
tions &
jumping
to
conclusi
ons
Syste
m
desig
n
Skillful Listening
Unit Two
Barriers to Listening
Sometimes people have a barrier that impedes their listening skills. Awareness of
a barrier is the first step in being able to overcome it.
Barriers to listening include:
•past experiences that influence our reaction to the speaker or the message
•worry, fear, anger, grief and depression
•individual bias and prejudice
•semantics and language differences
•noise and verbal "clutter"
•preoccupation, boredom and shrinking attention spans
Click to advance to next slide
Effective Communication in the Workplace
Barriers to
communication
•
•
•
•
•
•
•
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every
body.
Increase your knowledge on all subjects you are required to
speak.
Speak clearly and audibly.
Always pay undivided attention to the speaker while listening.
Always ask for clarification if you have failed to grasp other’s
point of view.
ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood
by majority of people.
Do not speak too fast or too slow.
Do not assume that every body understands you.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood
every thing.
The Communication Equation
 What you hear
 Tone of voice
 Vocal clarity
 Verbal expressiveness
40% of the message
 What you see or feel





Facial expression
Dress and grooming
Posture
Eye contact
Touch
 Gesture
 WORDS …
50% of the message
10% of the message!
Good verbal communication skills










Speaking fluently is good but not the only skill.
Use of gestures and body language.
Communication should be receiver oriented.
Loud enough (verbal)
Clear, precise, focused
Backed by good subject knowledge.
Clarity of thought
Listen emphatically.
Assert respectfully.
Correct pronunciation, no mincing of words, complete
sentences.
 Pictorial, use of audio-visual.
Barriers to effective
communication
 Verbal barriers
 Non-verbal barriers

Interrogating
Criticizing
Blaming
Shaming
Advising
Diagnosing
Endorsing Power
Ordering
Threatening
Commanding
Shouting
Refusing to talk
Flashing eyes
Rolling eyes
Quick movements
Slow movements
Arms crossed
Legs crossed
Gestures out of exasperation
Slouching (drooling)
Hunching (bending)
Lack of personal hygiene
Avoiding eye contact
Staring at people
Effective Communication Skills
Eye contact & visible mouth
Some questions
Encouragement
to continue
Body language
Effective
Communication skills
Silence
Smiling face
Summarising
what has been said
Checking
for understanding
Barriers to Effective Communication
Language
Time
Noise
Other people
Distractions
Barriers to
effective
communication
Put downs
Too many questions
Lack of interest
Distance
Discomfort
with the topic
Disability
Effective Presentations
 Analyse….
 Why is the presentation required ?



Who requested you?
Why (need)
Expected benefits - for you, organisers,
audience
 The Audience


Category / Size
Familiarity with content (expected reaction)
 Subject of Presentation
 Planning, resource material, problems
 Visual aids
 Timing
 Date and duration
 Where
 Physical location
 Space, equipment, assistance
Be careful :
 Know your audience
 Know their language
 Technical/lay terminology
 Know their habits
 Speak to the audience
 Face audience
 Speak slowly and clearly
 Maintain eye contact
 Body language
 Stand / sit straight
 Hands visible
 Gestures
41
SOME MORE TIPS FOR PRESENTATIONS
A. Speak slowly and consciously articulate each word.
B. Be comfortable with your own voice.
C. When fear overcomes you, pause, breathe slowly,
deliberately loosen your head, neck and shoulder
muscles. Try to relax.
D. Audience wants to hear from you. So you are fully
entitled to express your opinion.
E. Plan, prepare and present.
Effective Audio - visuals
Rate of Memory Retention
 Why audio-visuals
 Longer retention
 easier understood
AV
 “a picture is worth a
thousand words”
 low chances of
misinterpretation /
misunderstanding
Visual
Aural
Written
% 0
20
40
60
80
TO SUM UP ….
Words
How we say it
What is expected
What else to do
Use simple words
Avoid jargon
Use expression in voice
Build in pauses
Develop a range of tone & pitch in voice
Speak clearly
Look at the audience
Smile
Avoid creating physical barrier
Be natural
Ensure audience participation
Make a question and answer session
Pause if you are lecturing
EFFECTIVE WRITING
 Purpose of the author
 Consequences for the author/reader
 Who are the readers ?
 Qualifications, Knowledge, Culture
 How much technical knowledge does reader have?
 How much does reader want to know
 Why will reader read this text
 Likely reactions - (favourable/unfavourable)
THE SEVEN Cs OF ORGANIZATONAL
COMMUNICATION
•
•
•
•
•
•
•
Completeness (includes all five Ws: what, when, who, where
and why of any message.
Conciseness (no repetition, only relevant information).
Consideration (Focus on positivity i.e. what can be done,
truthfulness and sincerity).
Concreteness (use of specific facts and figures and avoiding
uncertainty).
Clarity (it requires short, familiar words, use of examples and
illustrations).
Courtesy (thoughtfulness).
Correctness (factual,evidence)
Completeness
Every communication must be complete and adequate.
Incomplete messages keep the receiver guessing, create
misunderstanding and delay actions.
Every person should, therefore, be provided with all the required facts
and figures.
Any assumptions behind the messages should also be clarified.
Conciseness
In communication, you should be brief and be able to say
whatever you have to say in fewest possible words without
sacrificing the other C qualities.
Conciseness is desired because of the following benefits:
1. A concise message saves time and expense for both sender and
receiver.
2. Conciseness contributes to emphasis; by eliminating
unnecessary words, you let important ideas stand out.
Consideration
1. Consideration means that you prepare every message with the recipient
in mind and try to put yourself in his or her place.
2. Try to visualize your readers (or listeners)—with their desires, problems,
circumstances, emotions, and probable reactions to your request.
3. Then handle the matter from their point of view
4. This thoughtful consideration is also called "you-attitude," empathy, the
human touch, and understanding of human nature. (It does not mean,
however, that you should overlook the needs of your organization.)
Concreteness
• Communicating concretely means being specific,
definite, and vivid rather than vague and general.
• Use specific facts and figures.
• Put action in your verbs.
• Choose vivid, image-building words.
Clarity
1. Clarity means getting your message across so the receiver will
understand what you are trying to convey.
2. You want that person to interpret your words with the same meaning
you have in mind.
3. Accomplishing that goal is difficult because, as you know, individual
experiences are never identical, and words have different meanings to
different persons.
Here are some specific ways to help make your messages clear:
1. Choose short, familiar, conversational words.
2. Construct effective sentences and paragraphs.
3. Include examples, illustrations, and other visual aids, when desirable.
Courtesy
• Courteous messages help to strengthen present business friendships,
as well as make new friends.
• Courtesy stems from sincere you-attitude.
• It is not merely politeness with mechanical insertions of "please's" and
"thank-you'd."
• Be sincerely tactful, thoughtful, and appreciative.
• Omit expressions that irritate, hurt, or belittle.
• Grant and apologize good-naturedly.
Correctness
1. The term correctness means right level of language and accuracy of
facts, figures and words.
2. If the information is not correctly conveyed, the sender will lose
credibility.
3. Transmission of incorrect information to superiors will vitiate decision
making process.
5. To convey correct messages, grammatical errors should also be avoided.
6. You should not transmit any message unless you are absolutely sure of
its correctness.
summary
 Effective oral skills
1. Be engaged listener
2. Attentive to non verbal signals
3. Check stress
4. Assert yourself
 Effective written skills
1. Strategy/planning
2. Clear/concise
3. Logical
4. Formatting
5. Appropriate tone and style
6. less error
Thank You