Dr. John Ball describes communication as the "core activity" of the accountancy profession. Writing on ACCA's website, Ball highlights communication's positive impact on coordinating and controlling individuals, developing cohesive teams, removing bias, and managing conflict. Effective communication is also at the heart of all successful client relationships. However, "communication" skills are actually a set of diverse competencies, which can make calls to improve communication feel vague or ineffective.
To explore the components of communication, US researchers David Christensen and David Rees of Southern Utah University surveyed members of two American accountancy institutes (AICPA and IMA). They asked respondents to rate the importance of 32 different communication skills on a scale of 1-5. Over 2000 responses revealed seven skills with an average score above 4 out of 5, considered "very important."
Four of these seven skills involved spelling, writing, and grammar, while another focused on the appropriate use of business terms. However, the skill rated highest of all was listening effectively. John McCarthy of GAA Accounting emphasizes this by listing the three most important attributes of a trusted adviser as:
- Listen;
- Listen;
- Listen.
So how effective are your listening skills? And how can you improve them? Here are eight tips to help you assess and enhance your listening habits. Consider which of these you do well and where you might improve:
- Stay focused: Give your full attention to the speaker and allow them enough time to express themselves. Avoid multitasking or rushing them, which may lead to missing key points or appearing disinterested.
- Don't be afraid of silence: Pausing before responding can give the speaker an opportunity to share more.
- Demonstrate that you're listening: Use body language such as maintaining eye contact, nodding, smiling, or leaning forward to show engagement.
- Ask questions to clarify meaning: Wait for the speaker to finish before posing questions. Taking notes can help you keep track of points to address later.
- Pay attention to non-verbal cues: Observe whether the speaker appears confident or nervous and notice their physical reactions to your comments or questions.
- Reflect back your understanding: Summarize what you've heard using phrases like "So, it sounds like you're saying…" to confirm your understanding, rather than vague responses like "I know what you mean."
- Validate the speaker's message: Use bridging phrases like "That's interesting. Now I'd like to learn more about…" before transitioning to another topic.
- Keep your ego in check: Resist the urge to dominate the conversation with your own stories or opinions. Focus on listening rather than talking about yourself.
Check out our wide range of verifiable CPD on professional skills here!