Improving Verbal Communication Skills

In any professional field mastering the art of verbal communication can be difficult at best and job-threatening at worst! We are all aware of coworkers who struggle to get their point across effectively, or maybe that coworker is you! Accounting is filled with financial details that can be confusing to your clients. Learning how to communicate well verbally can help put them at ease and strengthen your client relationships.

Communication Methods
According to experts the most effective verbal communication methods are words, tone of voice and non-verbal clues. You might be surprised to know that non-verbal clues are considered the most important, followed by tone of voice and last, our actual words! In other words what you say is not nearly as important as how you say it. What is your body language saying? Are your arms crossed, should you stand or sit, are you relaxed or tense? What is the emotion of the sender and receiver of the commication? Are you yelling your message? Are you enthusiastic when you deliver your message to your audience? You have to put thought and consideration into each aspect.

Communication Elements
There are two important sets of elements to be aware of and develop in order to create a connection between you and your clients.

Speaking Elements

• Body language
• Voice quality
• Eye contact
• Self-concept and concept of others
• Emotional content, energy, strength
• Clarity
• Purpose of communication
• Knowledge of subject matter

Listening Elements

• Attentiveness to speaker
• Eye contact
• Openess
• Feedback
• Body language
• Expectations

It is important to note that your verbal communication will be best received if you are both speaking well and listening well. Your clients not only want to hear what you have to say, but they also want to know that they have been heard! Finally, incorporate the "tactful rule" when your are using verbal communication:

T - Think before you speak

A - Apologize quickly when you blunder

C - Converse, don't compete

T - Time your comments

F - Focus on behavior, not on personality

U - Uncover hidden feelings

L - Listen for feedback