power skills | communication
THE SOFT SKILLS THAT CAN MAKE ALL THE DIFFERENCE
How to communicate effectively
Communicating effectively is key to building relationships with clients and colleagues and powering up your accountancy career, reports Marianne Curphey.
At a glance
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Good communication helps you build trust and rapport with clients
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When talking, be clear, concise and professional
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Practice active listening and pay attention to feedback
People often focus on how to get their message across in the best way possible, but truly great communication skills are as much about listening to the other person as putting your own point of view.
When you start in your first job, it can be intimidating to have to communicate with clients and partners, but learning this skill will set you up for a lifetime of success.
Why is good communication so important?
“One of the important things I look for when we are interviewing for new staff is how that person will interact with our clients,” says Ryan Day, partner at Moore Kingston Smith (MKS), a firm of accountants and business advisers.
“This is because they will spend more time with the client than I will as partner. They could have three or four weeks of interactions, whereas I might only have an hour or two every couple of months.”
Ryan, who started at MKS as a school leaver, says he is looking for people with the ability to communicate well and in a mature way.
“A key task in accountancy is holding a productive conversation and extracting information from clients,” he explains.
When you are trying to raise your visibility in a company, you need to have the courage to put yourself forward and volunteer for opportunities within the organisation.
“Quite often we sit in feedback discussions and although an apprentice has been getting through their work fine, they have been keeping a low profile,” he says. “When you're a first or second year trainee it's quite hard to make an impression on senior managers, but one way to overcome that is to get involved in social events, which are more informal. Also, pay attention to your demeanour, appearance and attitude in the office, as this also makes an impression on colleagues and clients.”
Be clear, concise and professional
Kymberlee Medina is an executive coach and consultant who has worked with Deloitte, Nike, Red Bull and Sony. She suggests that you could open lines of communication with your boss by being proactive and seeking opportunities to engage in conversations with them.
“Don't be afraid to approach them and ask questions or seek guidance,” she says. “Remember, they were once in your shoes, so most likely they'll appreciate your initiative and willingness to learn.”
When communicating be clear, concise, and professional.
“When your bosses share feedback or instructions, pay close attention and make an effort to understand their expectations. Paraphrasing or summarising their points can be helpful to ensure you're on the same page.”
A common mistake in the workplace is failing to communicate your achievements and progress effectively.
“As a junior employee, it's essential to keep your bosses informed about your accomplishments,” she says. “Regularly update them on your projects, milestones, and any positive outcomes you've achieved. However, strike a balance between confidence and humility. Remember to present your ideas respectfully and be open to feedback or alternative viewpoints.”
Think about areas for improvement
Scrutinise your weak spots across the various communication methods, and work on them,” says Julie Phillipson, co-author of Survive & Thrive: A Graduate’s Guide to Life After University (Amazon) says. “If you've got phone fear, for example, don't hide behind instant messaging tools – schedule more calls and you'll quickly gain confidence.”
She says communication is a skill which takes practice. Just because you are great at getting your point across in an email, doesn't mean you will be as effective in a client meeting.
"If you're a junior in your first job looking for a promotion, you'll need to state your intention, and build a strong case,” she says. “This takes preparation. Set up a meeting with your manager and come armed with a list of points. Explain what you could bring to a more senior role, and why you believe you're ready for the next step. Beyond skills and traits, use real world examples to strengthen your case, and draw on feedback from colleagues."
Take time to listen
“The biggest challenge when it comes to communication is people feeling they need to provide information rather than engaging in active listening,” says Jose Ucar, an international influence and communication expert and author.
“I encourage people to practise active and empathetic listening, taking the time to put yourself in the other person's shoes,” he says. “When you have finished the conversation, take time to reflect on how it went. If you leave a positive impression, you will build trust.”
Scrutton Bland, an award-winning team of specialist local accountants serving the whole of East Anglia, believes communication skills are so important that it has introduced soft skills and communication workshops on a regular basis to help foster a greater understanding among managers and aspiring leaders.
“Good communication is essential, and developing a great reputation both individually and for the firm overall is really important,” says James Tucker, Business Advisory & Cloud Accounting Partner in charge of training at Scrutton Bland.
“Topics we cover in the workshops include having difficult conversations, understanding your image and the impact you can have, and building your confidence. We work with our people and support them during their progression to senior roles.”
Getting started
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Active listening can lead to productive communication
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Tailor your approach to the person you are talking to
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Cultivate the courage and confidence to engage on a regular basis
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