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 • 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