PwC
The Art of Communication
A management consultants view
Successful communication & conversation
“Without strong communication skills
and solid business etiquette, you limit
your potential, risk your image, jeopardize
relationship that are fundamental to business
success.”
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Debunking the myth –
Hairdressers and opticians?
Clients pay huge sums of money
for highly paid magicians to
appear and make problems go
away with the wave of a wand…
“ Seek first to understand
then to be understood”
Franklin Covey
Trusted advisors is engaged because of their
ability to listen to a client’s problem,
deconstruct complex issues into tangible
terms and apply their experience to find a
mutually beneficial solution. All of these rely on
our ability to effectively communicate.
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Preparing to communicate
cannot not communicate.
Everything you do or say, don’t do or don’t
say communicates something.”
“You
- A very wise, but anonymous person
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Preparing to communicate – pop quiz
What's the most effective means of communication?
Words
WORDS
7%
Listening
HEAR
38%
Sight
SEE
55%
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Practice Viewpoint
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Be confident, creative and daring
Be inquisitive & love learning
Be engaging & insightful
Be Different
Read your audience
Be sympathetic to outcomes
Be experiential/anecdotal
Be ‘real’
Be prepared
Be flexible and like the challenge of
uncertainty
• Listen, listen… speak
• Love what you do.. They’ll love who you are
• Above all…. HAVE FUN!!!
No ‘I’ in team
F - Fun
I - Intelligent
T - Team Player
When presenting
V - Variety of methods
I - Interactive
V – Visual
E - Examples
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A word from the wise – McKendry’s pearl
Do
“If you want to learn, take risks and don’t be afraid to try. You cant
always do things you know well”
Don’t
“Make sure you manage expectations – don’t promise the
universe and deliver an island. Your client comes first, whether
that’s external or your manager, VP or colleague”
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Preparing to communicate
60 second elevator pitch
Three steps:
- Plan
(what’s the goal of the meeting)
- Prepare (what you want to say)
- Preview (all supporting materials)
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Successful communication & conversation
Types of communication
VERBAL
• In Person/Phone
• Volume/Intonation/Pace/Clarity
NON-VERBAL
• Written (email, correspondence)
• Presence and Body Language
• Eye Contact & Handshake
• Attire
• Perfume/Cologne
• Eating
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Successful communication & conversation
Interviews
Arrival
Building Rapport
Effective Listening
Body Language & Eye Contact
Honesty
Follow-up
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Successful communication & conversation
Communicating with leadership
One Point of Contact
Respect the audience and their time
Confirm details in writing
Honor Your Commitments
Leaving voicemails
Be honest and be fair
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Successful communication & conversation
Conversation includes listening
We speak at a rate of 120-150 words
per minute
3
Brain can process more than 500
words per minute
Filtering what you hear
Consider speaker’s motivation
Connect
Consider
Clarify
Eliminate distractions
Clarify messages with the speaker
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Successful communication & conversation
Common pitfalls
Cell Phone
Fast Speaking
Interruption
Slang
Eye Contact with Audience
Attire
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Building relationship
Networking
Creating communication that is warm and sincere
establishes rapport and connects with people
Key is to be genuinely interested in getting to meet and
know others (even if only briefly)
It is called Net-work-ing
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Building the relationship
Networking Dos
Appropriate dress & hygiene
Business demeanor & manners
Smile, stay connected and upbeat
First to shake hands – firm but relaxed
Initiate & generate conversation
Open ended questions, keep conversation flowing
Remember who you have met
Remember you are a seller and a buyer
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Building the relationship
Networking Don’ts
Talk too much, or too long to one person
Use poor humor
Check voice or email messages
Drink alcohol in excess
Sit down, flirt, or leave for a smoke
Look around while talking with someone
Approach with questions in restroom
Linger all night when the event is over
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Action plans
Career center seminars and training sessions
Toastmasters
Youtube!
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Questions?
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