communication skills you need to succeed in tax · how did you contribute to your employer’s...

COMMUNICATION SKILLS YOU NEED TO SUCCEED IN TAX

How to write, listen, speak, network and interact effectively for your career in tax

Communication skills for tax professionals - 2THE TAX INSTITUTE

CONTENTS

3 Introduction

4 Writing

8 Listening

11 Speaking

14 Networking

17 Workplace communication


INTRODUCTION

If you want to become a successful tax adviser, you’ll need to demonstrate an aptitude for study, a willingness to learn and to take initiative, and the capacity to solve technical problems.

No less important, however, are finely-tuned communication skills.

The ability to communicate involves digesting information and explaining solutions – in writing and in person. It also requires the capacity to write clearly, listen actively and speak persuasively.

Successful tax advisers are able to write concise, yet comprehensive letters of advice. They know how to articulate the details and implications of complex legislation to their clients in face-to-face meetings. They also know how to interact effectively with their colleagues, in person and in writing.

Even the process of securing employment in tax will require you to demonstrate your expertise in communication through your professional resume, a compelling cover letter and the capacity to engage freely and authentically in the context of an interview.

Mastering communication is as important as mastering your technical education to begin and maintain a successful career in tax.

The tax profession can be a stimulating, challenging, rewarding career choice for anyone with the right mindset and interests.

T

A

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WRITING

Tax advisers who succeed know how to express their thoughts, beliefs, ideas and conclusions professionally in writing.

They can communicate clear messages in the most appropriate way to specific target audiences through their media of choice – including letters, emails, reports and even social media updates.

thoughts beliefs

ideas conclusions


W R I T I N G

W R I T I N G

Here are five tips:

1 What is the employer looking for? Customise your resume for each position and company. Carefully read the job advertisement, identify the specific skills sought, and clearly describe your matching abilities in your application.

2 List academic achievements. While experience is important, new graduates will find that academic achievements can also catch an employer’s eye. Begin your resume with the ‘Education’ section and include brief details of your grades.

3 Relate work experience to skills. Whether or not you have a lengthy work history, identify any work achievements (paid or volunteer) related to your career goals. Highlight skills that are relevant to your chosen profession.

4 Tell your best story. Highlight your achievements rather than just activities. How did you contribute to your employer’s success.

5 Keep it simple. Be concise and use simple, clear and professional language to describe your skills and experience. Then, once you’ve written your first draft, review and refine your resume, and ask a trusted friend or relative to proofread it for any grammatical or spelling errors.

It starts with your resumeDemonstrating your ability to write begins with the way you present your resume.

Creating a resume that shines the best light on your skills, qualifications and achievements can help you nail your first job in tax.

Writing a winning resume takes time and often requires thinking outside the box. A well-written resume places you in the best position to connect with your employer and secure your dream job.


W R I T I N G

W R I T I N G

✔ Do:

� Use the subject field to clearly summarise your email message: This helps the recipient immediately comprehend the email’s key message. Many people won’t even open an email that has an ambiguous subject line.

� Open and sign-off formally: Err on the side of formal rather than casual or familiar. If addressing an employer called Michael Chen, best not to open with ‘Hey Mike’. Better to begin with ‘Dear Mr Chen’ and end with ‘Sincerely’ or ‘Kind regards’. The reply (usually less formal) will indicate the level of engagement the recipient prefers. Try to avoid going below that level.

� Begin a new paragraph for each new idea or action item: Each paragraph need only be a sentence or two long and should serve a purpose. In fact, the entire message should be as concise as possible. Even when the recipient only scans the email, they should clearly understand who you are and what you want.

� Check your email before sending it: Ensure your spelling, punctuation and grammar are acceptable, and that any attachments mentioned are actually attached. You may even decide to read the email aloud before sending to check that it makes sense.

� Use an email signature block: Even a basic signature that includes your contact details looks more professional than none. It helps the recipient to locate your contact details when they need to.

Tips for professional emailTo smarten up your email correspondence, consider these suggestions:

✖ Don’t:

� Use an email address that may reflect badly on you: Remember that email address you had when you were 15 – perhaps [email protected] or [email protected]? Best not to use it for professional correspondence.

� Use emoticons, slang or swear words: Even if you know the recipient well, the email may be forwarded to others who don’t know you.

� Forget why you’re sending the email: The email has a purpose. Make sure everything in it serves that purpose, whether that’s supporting your application for a position or eliciting a specific answer to a question.

� Pester the recipient: Just because an email is easy to send doesn’t mean you should repeatedly ask for updates. If you’re concerned at the lack of response – especially if the recipient said they’d get back to you by a certain time – pick up the phone and call them. If the recipient is unavailable, you may be able to speak with someone else.

Developing good habits now will help you communicate with clients and colleagues in a more effective way for years to come.


W R I T I N G

T I T L E

1 Who’s the reader? Put yourself in your client’s shoes and ask, “What do they need to know?” The letter of advice is to the client and for the client. Understanding who you’re writing for can be the difference between a letter of advice and an effective letter of advice.

2 Tone of voice: formal vs informal. A letter of advice isn’t the same as an email or internal memo. It’s more formal and represents your advice to your client. It also reflects your firm’s brand. However, formal doesn’t mean stuffy! You should still communicate in a way that your client can easily digest.

3 Grammar, spelling and punctuation. Typos, convoluted syntax and long-winded sentences only confuse and bore readers. When in doubt, insert that full stop and start a new sentence.

4 Paragraphs and sentences. Write short, concise paragraphs and short, concise sentences. They’re easier on the eye.

5 Use headings, subheadings and bullet points. Don’t be afraid to break up your prose frequently with headings, subheadings and bullet points. A letter of advice isn’t an essay. Creating white space on a page or screen help ensure the words are easier to scan and you get your point across quicker.

6 Carefully select your words – they matter! The power of words cannot be underestimated here. For example, what would your client do if you wrote: you ‘are’ operating a business vs you ‘may’ be operating a business. Does your language open potential risk issues? Consider words like ‘should’, ‘may’, ‘probable’ and ‘reasonably arguable’.

The letter of adviceA key item of written communication for tax professionals is a letter of advice for clients.

Here are 6 helpful tips to help you craft a letter of advice that will satisfy the needs of your client and your employer. It can even help you achieve a higher level of job satisfaction:

The document is designed to enable your client to make sound business decisions. Ensure they can easily digest the information and don’t miss or misinterpret any valuable information.


Active listening is a cornerstone of effective interpersonal communication. It’s therefore an essential skill for tax professionals.

LISTENING


L I S T E N I N G

Active listening involves both hearing what your client or colleague is saying and letting them know that you hear what they’re saying.

It helps you to build rapport with your clients and colleagues. It demonstrates your respect for them. It also helps you to earn their trust.

They’ll know that any recommendations you subsequently present will be based on a deep understanding of their specific needs.

Suspend judgmentBefore you begin listening to someone, try to ensure that you approach the conversation with an open mind.

It helps to let go of any negative, pre-conceived notions you may have about what the other person may be about to say, or even about their personality.

If you decide, beforehand, that the person may be ignorant, misguided or obstinate, this hypothesis is likely to affect your ability to hear or understand the information they give you.

Become comfortable with silenceIt’s OK to give the other person time to think about what they wish to say in response to your initial question or statement.

The more time they have to think and reflect, the more likely they’ll be able to articulate their ideas in a clear, comprehensive manner.

So don’t be too quick to interrupt their thinking process just because you may be slightly unnerved by an extended break in the conversation.

Give verbal feedbackWhen the other person begins to speak, your verbal response should simply be in the form of encouraging remarks that reassure them that you hear and understand what they’re saying.

Remember, giving appropriate verbal feedback is the opposite of interrupting.

Simple words or phrases like ‘Yes’, ‘I see’ and ‘What happened then?’ can encourage the other person to continue speaking and to elaborate on a topic.

You might repeat back – in their words or your paraphrasing of their words – some of their key statements. This demonstrates that you’re keenly interested in the information they’re giving you, and that you understand it.

After they’ve spoken for an extended period, you can also summarise their message in your own words. Again, this confirms your understanding and gives them an opportunity to fill gaps in their communication or to correct errors in your comprehension.

L I S T E N I N G


L I S T E N I N G

T I T L E

Be aware of non-verbal communicationIf you’re speaking with someone in person, rather than on the telephone, your body language will contribute significantly to the effectiveness of your interaction.

For example, by maintaining eye contact (without staring), you continually reassure the other person that they have your attention.

Likewise, your gestures (including nodding and smiling) can silently encourage the person to open up, continue speaking or elaborate.

At the same time, your awareness of the other person’s non-verbal communication can help you ascertain their underlying attitude and feelings.

Practice makes perfectActive listening is an ability you can develop and master with practice. And you don’t need to restrict active listening to client interactions. In fact, you can use the techniques described above in almost every conversation – professional and personal.

Good listeners are generally well-liked, and you may find that the benefits of active listening extend to many areas of your life and help you to build stronger relationships of all kinds.

Ask questionsWhenever the other person appears reticent or reluctant to speak in detail, it’s useful to prompt them with relevant questions.

This will reassure them that you’re paying attention and are interested in what they have to say.

Try to ensure, however, that your questions are open-ended and encourage the other person to elaborate. Closed questions, that prompt no more than a ‘yes’ or ‘no’ answer, will slow the conversation down.

Take notesTaking notes as the other person speaks is a good way of maintaining your focus on the subject matter at hand. It demonstrates to the other person that you value the information they are giving you. It will also help you remember the information at a later date.

Be careful, however, that your note-taking doesn’t make you appear disengaged from the conversation. It’s useful to look up regularly and to re-establish eye contact.


The ability to speak and present an argument effectively to a client or group of clients is essential for anyone who wants to build a successful career in tax.

To become a master presenter, you’ll need to focus on ensuring the content of your presentation is compelling, and that you deliver this content with confidence.

SPEAKING


S P E A K I N G

ContentYour first consideration in vits content, which comprises three elements:

S P E A K I N G

1 Originality: The content of your presentation should be new or different enough to engage your audience. If your topic is unavoidably mundane, you can spruce it up with images, humour or even props that present it in a new way.

2 Structure: Your time to present is limited, so a clear structure can be an effective way of conveying complex ideas. Create a logical framework and a sensible order (e.g. chronology or premise-argument-consequence-implication).

3 Authority: You should have expertise in your topic and know, by heart, the way you plan to present it. Once you’ve developed the structure and words, practise your presentation. This will also help your confidence when you’re in front of your audience.


S P E A K I N G

T I T L E

1 Body language: Stand or sit up straight and face your audience. Breathe deeply and slowly. Release the tension in your body and try to spend the time looking at the audience more than at your notes. It’s okay to pace or move around if you need to, but such movement should be measured.

2 Voice: If there’s no microphone, project your voice loudly and clearly – clarity is crucial, with or without an amplifier. Many people rush their words when nervous, so be mindful of the flow and pace of your presentation. Include pauses, giving time for your words to sink in.

3 Rapport: Try to build a warm rapport with your audience. Find out something about them beforehand that you can mention at the beginning. Many presenters also break the ice with a joke or an anecdote, or use techniques such as rhetorical questions.

Get to know how you behave in front of an audience, accentuate the good traits and reduce undesirable habits. If you get nervous when people stare at you, it may help to use visual aids that they can look at instead. If you speak too fast, invest in a metronome to help you practise speaking at a slower pace. And if your hands tremble, hold a prop like a pen to still them.

ConfidenceThe best presenters project confidence, and confidence initially develops from being comfortable with your content. If you believe you’re an expert in terms of your subject matter, you’ll find it easier to feel confident and to project confidence.

You can also consider the following techniques for improving your confidence levels:

The way you present yourself, your work and your ideas will inevitably influence how your abilities are viewed in the workplace. Give your career the best chance by honing your presentation skills at the beginning.


Networking is a skill that can potentially accelerate your career in tax faster than anything else. However, you need to take an astute approach from the outset.

NETWORKING


N E T W O R K I N G

SocialiseYour main aim at a networking event may be to speak with the person in the room with the highest status. However, that doesn’t mean you should go in ‘all guns blazing’.

Remember, this is both a social and professional event, so first you’ll be expected to socialise. Developing new working relationships should be a natural, fun process – not forced.

You won’t always know, in advance, just who at the event can help you in your career. So relax and be as friendly as you can to as many people as possible.

Be genuine and approachableThe best approach, at any networking event, is to connect with people on an authentic, personal level.

People respond to passion, so be prepared to share your personal interests with other attendees. The more compelling and believable the information you share, the more likely they’ll be to respond with the same enthusiasm.

They may even remember you by the association you create: “Joe studies tax accountancy is passionate about a charity in Cambodia.”

Be specificIf you manage to lock down an ideal target prospect – such as an executive from a top-tier firm – be genuine and specific.

The typical day-to-day role of an executive often means they’re thinking about a number of things at once, from the present state of their business to forecasting years in advance.

Create a memorable impression by providing something tangible to consider. Are you looking for an internship over the summer break or a graduate position? What can you offer them, and how might they benefit from accepting your proposal? Whatever it may be, arrive prepared and capitalise on your moment.

CirculateYou may have a few industry heavyweights in your sights at the start of the event, but that doesn’t mean you should exclude connections that aren’t obviously top dogs.

A diverse network of connections – with a range of job titles, industries and locations – can offer opportunities for your career that you may never have envisioned. You just never know how or how well people at a networking event are connected.

Here are some tips for networking as a graduate student.

N E T W O R K I N G


N E T W O R K I N G

T I T L E

Follow throughOnce you have made an initial impression, enhance your credibility with the follow-up.

If, for example, you’ve locked in a proposal or a catch-up over coffee, delivering on that commitment will help you build a reputation for integrity and reliability.

A strong reputation in the tax profession can build the confidence others have in your abilities. It can offer you rewards well beyond one evening’s interaction.

A successful networking event can have immediate as well as long-term benefits for your tax career. As long as you maintain enthusiasm and have a firm approach, it could be the determining factor that sets your career in motion.


WORKPLACE COMMUNICATION

Getting along with colleagues – and creating long-lasting professional relationships with them – is essential for tax professionals. Nurturing positive relationships with co-workers creates a richer work environment and can help your future in the profession.


W O R K P L A C E C O M M U N I C A T I O N


1 Prioritise interpersonal communication

When the workplace is busy and clients are demanding, it’s easy to focus only on the work at hand and to neglect the needs and feelings of your colleagues.

Over the long term, however, this can be a big mistake. Things can go awry when there is miscommunication, especially when office stress and multiple deadlines are added to the mix.

Clarity in communicating with colleagues – about collaborative projects, your workload or the expectations of your role – can help you avoid any unnecessary conflict.

If you’re ever in doubt about a task or project, following up with questions is the best way to side-step confusion. Professional relationships thrive on open and honest communication.

2 Be positive

No one likes a ‘negative Nancy’.

Even if you think you’re just innocently venting about problems, people will soon peg you as a pessimist or chronic complainer. Having a positive ‘can-do’ attitude, on the other hand, puts other people at ease and shows you’re capable and interested in your work.

The next time you feel the urge to complain, take a step back and look on the bright side. Positivity is infectious, and your vibe will rub off on your colleagues, leading to a happier work environment for everyone.

3 Learn to listen

Active listening is not something we reserve only for clients.

During conversations with colleagues, our minds are often focused on the long list of other things we need to get done, meaning that we may miss important information. So make a conscious effort to focus on what the other person is saying, and use the ‘active listening’ techniques we described earlier.

Practising this can help you understand your co-worker’s needs and will build their trust in you.

4 Be reliable

Speaking of trust, your reliability is key to ensuring your colleagues trust and admire you.

Get to the office on time, produce high-quality work and be there for your team when they need you. Down the track, when your superiors are determining who best to promote or entrust with the next big project, your hard work will pay off.

Create a positive work attitude, built on effective skills and reliability, and you’ll be the ‘go-to’ professional in your office.

While some personalities occasionally clash, developing the skills to handle such situations is key for building a successful career.

Here are tips for building rapport with your colleagues and showing your team your good side.


THE TAX INSTITUTE Communication skills for tax professionals - 19


Nurturing positive relationships with co-workers creates a richer work environment and can help your future in the profession.

The Tax Institute has been Australia’s leading professional association in tax since 1943.

With over 12,000 members, we enhance the credentials of tax professionals through education, information products, events and our internationally respected Chartered Tax Adviser (CTA) designation.

For further information, please visit taxinstitute.com.au or call 1300 829 338.

1300 829 338taxinstitute.com.au

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