CPA Practice Advisor - 7

FROM THE TRENCHES
But what does it take for good
communication to take place? Alessandra Martelli suggests and explains
this list:
■ Completeness
■ Conciseness
■ Consideration
■ Concreteness
■ Courtesy
■ Clearness
■ Correctness
Terry Corbell suggests 10 Management Attributes for Effective
Communication:
1. Listening
2. Awareness of others
3. Empathy
4. Inspiration with encouragement
5. Humor
6. Fairness
7. Avoidance of unnecessary conflict
8. Positive attitudes
9. Minimal stress
10. Courage
While I could continue to cite lists
and summaries of communications,
two final lists from Jane Taylor are
published on Habits for Wellbeing. Some
reminders of the simple ideas for you
to consider include:

FIVE BARRIERS
TO EFFECTIVE
COMMUNICATION
1. Judging the other person
2. Not paying attention to the person
you are talking to
3. Using technical language
4. Giving solutions or unwanted advice
5. Avoiding the concerns of others

NINE EFFECTIVE COMMUNICATION SKILLS
1. Active listening
2. Non-verbal communication
3. Asking questions
4. Being clear and succinct
5. Clarifying and summarizing
6. Being empathetic
7. Providing feedback
8. Developing trust and rapport
9. Being present

AND HOW CAN I APPLY
THIS?
What I was hoping to do throughout
this year of "vision" articles was to
provide insight into various topics
monthly. Perhaps you have observed
this year that many are having
issues communicating clearly. It
has become more difficult, with
less face-to-face encounters. I have
been appalled by statements made
in email, on the phone, in video
calls and on social media by CPA
professionals. I'm sure others have
been equally offended by my own
faux pas in this time of stress and
political incorrectness. Consider the
following situations that illustrate
poor communication:
■ Using smartphones, often for social
media or email, while in another
conversation.
■ Continuing a text conversation that
could have been handled much
quicker another way.
■ Using email when a phone call
would have been faster.
■ Being confused about the best way
to reach someone. Email? Text?
Social media? Call?
At a professional level, we have
maintained client communication
preferences for some time including
opt-in or opt-out, sometimes enforced
by laws such as the CAN-SPAM Act.
Mail vs. email vs. phone vs. text
has been augmented by WhatsApp,
LinkedIn, Facebook, and other
social media. But is an omnichannel
approach to communication best?
Shouldn't you know your clients' (and
family members') preferred way to
communicate and use that approach?
What is best for you is not necessarily
best for them. And communication
in bulk or being distracted while
trying to communicate may be like
no communications at all.
Further, it became apparent
during the COVID-19 pandemic
that people needed interaction and
wanted to speak more, even though
their work burdens had increased.

Countless articles have been written about the stress and impact of
video calling during this period. The
increased use of cameras and the
acceptance of home settings, and less
than professional backgrounds, have
become a new normal. Still, only time
will tell if that becomes a permanent,
acceptable normal. Discern if your
family members or clients need more
time for a conversation now and
spend that time at the beginning or
at the end of any interaction that you
have with them.
You are likely to get the best
results in business and life if you
can communicate effectively. For
me, it matters most that I communicate effectively among my family.
Sometimes I fall down, but I always
try to focus on any family member
that makes a request. Sure, I am busy,
and it takes discipline to stop, listen,
and respond thoughtfully.
In business, occasionally I use

OCTOBER 2020 ■

the wrong words, am not thoughtful enough, or must communicate
unpopular or bad news. I am sure you
do, too. What is the best way to have
positive or difficult communication
with your clients? Lynn Kirkham
suggests these ways to THINK (True,
Helpful, Inspiring, Necessary, or Kind)
before you speak.
■ Determine if what you want to say
is true
■ Say something if it is helpful, or stay
silent if it is not
■ Identify whether your comment
might be inspiring to other people
■ Speak if your comment is necessary
■ Stop yourself from speaking if what
you want to say is not kind
If you can have just one better
communication because you spent
the time to read this column, I would
be pleased. It would be even better if
you can make better communication
a habit. Good communication habits
would be best for us all. ■

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