CPAs "Four Rs" of Communicating: Talking, Listening, Writing, and Presenting

• Chapter 1 – Overview
  • Four Communication Topics
  • Benefits of Good Communication
• Chapter 2 – The Key to Effective Listening
  • Learning Objectives
  • Introduction
  • Listening Background
    • Lack of Training
    • Listening Skills Assessment
  • Listening Limitations
  • Action Plan
  • Definition
    • Example
  • Past Experiences
    • Exercise
    • Exercise
    • Misunderstandings
  • Conflict
    • Example
  • Solution
    • Example
    • LUNA
  • Exercise
    • Directions
  • Wrap Up
  • Action Plan
  • Summary
• Chapter 3 – Overcome Listening Traps
  • Learning Objectives
  • Introduction
  • Background
  • Trap One: Focus
    • Example
    • Filters
    • Choices
  • Listening Situations
    • Exercise
  • Action Plan
  • Trap Two: Faking It
    • Can't Listen Well Now
  • Action Plan
  • Trap Three: One Size Fits All
    • Natural Listening Style
    • Adapting Your Natural Approach
    • Solution
  • Action Plan
  • Trap Four: Sidetracks
    • Exercise
    • Exercise
    • Experiment
    • Solution
  • Action Plan
  • Wrap Up
  • Effort
  • Final Exercise
    • Author's Note
  • Summary
• Chapter 4 – Business Writing: Planning, Purpose, and Execution
  • Learning Objectives
  • Introduction
  • The Writing Process
  • Getting Started: Conquering Writer's Block
    • Voice and Expression
    • Purpose
    • Subject Matter
    • Organization
    • Audience
    • Energy Level
    • Peak Performance Time
  • What Kind of Writer Are You?
    • The Methodical Plodder
    • The Brainstormer
    • The Split Personality
  • Know Your Audience
    • Identifying the Audience
    • Evaluating the Audience
    • Single and Multiple Readers
    • Politics
    • Request
    • Respond
    • Persuade
    • Thank or Congratulate
    • Report
    • Document
    • Inform
  • Writing Options and Choices
• Chapter 5 – Business Writing: Style and Organization
  • Learning Objectives
  • Introduction
  • Finding Your Voice
    • Writing and Speaking Voice
  • How Good Does It Have to Be?
  • Audience Focused Messages
  • I, You, We, and No One
  • Clear, Simple, and Concise
    • Writing Concisely
    • Using Simple Language
    • Writing in Plain English
  • Sentence Length and Rhythm
  • Sound
  • Paragraph Length
  • Writing Expansively
  • Writing Confidently
    • Confident Written Communications that Request/Persuade
    • Confident Written Communications that Report/Inform
  • Active and Passive Voices
  • On Being Positive
  • Organization, Design, and Layout
    • Structure and Purpose
    • Structure and Document Type
    • Organizing Topics
    • Message Placement
    • Organizing Text
    • Page Design
    • Page Layout
  • Graphics and Non-textual Material
    • Tables
    • Charts
• Chapter 6 – The Power of Professional Language: Overview
  • Learning Objectives
  • Introduction
  • Background
    • Example
  • Word Choice
    • Exercise
  • Summary
• Chapter 7 – The Power of Professional Language: Positive Wording
  • Learning Objectives
  • Introduction
  • Turn Negative Statements into Positive Statements
    • Example
    • Negative Example
    • Positive Example
    • Exercise
    • Disclaimer
    • Exercise
  • You Don't "Have" to Do Anything
    • I'll Have to
    • You'll Have to
    • Action Plan
  • Don't Turn Positive Statements into Negative Ones
    • Example
    • Negative Transitions
    • Solution
  • Use Caution with the Word "Only"
    • When to Use
    • Positive
    • Negative
    • Wrap Up
    • Action Plan
  • Focus on What You Can Do
    • Proactive
    • Alternatives
    • Exercise
    • Action Plan
  • Reminder
  • Summary
• Chapter 8 – The Power of Professional Language: Descriptive Wording
  • Learning Objectives
  • Introduction
  • Interpretation and Perception
    • Exercise
    • Discussion
  • Solution
    • Example
    • Exercise
    • Discussion
  • When Others Are Vague
    • Determining Needs
  • Wrap Up
    • Exercise
  • Summary
• Chapter 9 – The Power of Professional Language: Credibility Robbers
  • Learning Objectives
  • Introduction
  • Definition
  • Qualifiers
    • Little Words
    • Phrases
  • Tag Lines
    • Example
    • Consensus
  • Voice Inflection
    • Exercise
    • Solution
  • Laughter
    • Inappropriate Laughter
    • Nervous Laughter
  • Fillers
    • Example
    • Costly Mistakes
    • Solution
  • Exercise
  • Section Wrap Up
  • Summary
• Chapter 10 – Developing a Presentation
  • Learning Objectives
  • Introduction
  • Types of Presentations
  • Questionnaire
    • Example
  • Know the Audience
    • Demographics
    • Application
    • Subject Knowledge
    • Audience Reaction
    • Sensitive Issues
  • Achieve Maximum Impact
  • Systematic Speech-Writing Process
    • First Things First
    • Five Steps to the Systematic Speech-Writing Process
    • Exercise
  • Informal Approach to Writing
    • Example
  • Summary
• Chapter 11 – Presenting Techniques
  • Learning Objectives
  • Introduction
  • Overview
  • Your Role
    • Your Role as Leader
    • Your Role as Speaker
  • Control the Environment
    • Arrive Early
  • While You Are Waiting to Speak
    • Relaxation Exercises
    • Plan Your Approach
    • Set Up
    • Almost Ready
  • Presenting Overview
  • Posture
  • Movement – What To Do
    • One: Make Eye Contact
    • Two: Use Gestures
    • Three: Walk Around
    • Four: Use Facial Expressions
  • Movement – What To Avoid
    • Credibility
    • Exercise
  • Microphones
    • Test
    • Observe
    • General Rule
  • Sound – Yours
    • One: Water
    • Two: Volume
    • Three: Laughter
  • Mistakes
    • Methods for Coping
    • Exercise
    • Perspective
  • Lecterns
    • Definition
    • Behind the Lectern
    • Not behind the Lectern
    • Pitfalls
  • Summary
• Chapter 12 – Ethics Focus: Business and Industry
  • Ethics Overview
  • Interpretation 101-3
  • Key Ethical Dilemmas
  • Addressing Ethical Dilemmas
  • Available Resources
• Chapter 13 – Latest Developments

Chapter 1 - Overview

Out of every 40-hour work week, 14% of that time is wasted (almost six hours per week) - due to poor communication between staff and managers. Of all communication, 70 to 90% is misunderstood. As a busy manager, you simply cannot afford to waste that much time because of ineffective communication.

This course will focus on the communication skills CPA managers need in order to be more effective and efficient. The content and examples in this course are aimed at managers in all areas of the CPA field - from public firms to industry to government to education to small firms to non-profits. If you are a CPA and you have managerial responsibilities, then this course was written for you.

Four Communication Topics

This program is divided into four areas of concentration. These four communication topics were chosen because of their importance and relevance to CPA managers.

1. Listening - Avoiding conflict and costly errors while improving relationships with staff, colleagues, and clients
2. Writing - Producing clear and concise correspondence quickly
3. Talking - Using the power of professional language to create a positive, credible impression, while avoiding potential miscommunication
4. Presenting - Developing and giving small group presentations

Benefits of Good Communication

There are numerous benefits to improving your communication skills as both a CPA and a manager. You can save your company or firm money by avoiding costly errors or misunderstandings. You will avoid conflict and build stronger relationships with staff, as well as colleagues and clients (internal and external).

In addition, you will be able to get more done by working more efficiently. And, you will no longer be bogged down dealing with troublesome situations that arise due to poor communication.

Lastly, you will be able to convey a positive, professional image. When you exhibit good communication skills, people will perceive you as a credible CPA, as well as an effective manager.

Chapter 2 - The Key to Effective Listening

Learning Objectives

• Understand that the form of communication you use the most during your work day is listening.
• Realize that most people have never had any type of formal training in how to be a good listener.
• Recognize that anyone can learn techniques and methods that will improve his/her ability to be an effective listener.
• Understand that you interpret what speakers say based on your own perceptions.
• Learn techniques to avoid miscommunication.
• Discover the meaning of the acronym LUNA and why it is the most important element in effective listening.
• Recognize how to focus on the speaker's perspective to understand his/her underlying meaning.

Introduction

Listening is about paying attention and focusing.

Example

I have a son, Ethan, who is five and a half years old. Like most boys, he is quite energetic. (I guess that is a nice way of putting it.) Getting him to calm down and pay attention is always a challenge.

I will say, "Ethan, are you listening?" Silence. "Ethan, are you listening?" Silence. "Ethan, are your ears on?" Finally, he will say, "Yes, Mommy, I'm listening."

Now, here is the same question for you. Do you have your ears on? Are you paying attention when others speak?

This portion of the course will concentrate on listening skills and will encompass two chapters. The focus will be on the skills you need to become a more effective listener in the CPA world.

In a typical work day, you listen to all types of people - clients (internal and external), staff, coworkers, firm partners, corporate department heads, vendors, suppliers, consultants, etc.

Although the emphasis will be on your role as a CPA in the professional world, recognize that the same techniques apply to people in your personal life, too. You interact with a lot of people in a day's time. Are you listening to them?

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