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, , 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 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: – 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