EFFECTIVE COMMUNICATIONS FOR REVENUE DEPARTMENTS

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EFFECTIVE COMMUNICATIONS FOR REVENUE DEPARTMENTS
Prof. Atul Tandan Director MICA Ahmedabad 380
058 www.mica-india.net
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Revenue Sources to Government of India

• Direct taxes
• Income tax
• Gift tax
• Wealth tax
• Interest tax
• Expenditure tax
• Indirect Taxes
• Excise duty tax
• Custom duty tax

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Department of Income Tax (DiT)

• DiT Vision
• The Department will be recognised as a
  professional organisation, collecting resources
  efficiently, considerate towards its clients,
  adapting and improving and promoting voluntary
  compliance.
• DiT Mission
• To promote compliance with our direct tax laws,
  through caring taxpayer service and strict
  enforcement and thus realize maximum resources
  for the Nation.
• DiT Values
• Integrity of conduct, Dedication to our duties
  and values, Professionalism in our work, Attitude
  of service to our clients and Fostering mutual
  confidence.
• Source http//incometaxindia.gov.in/Ao/Vision.asp
  

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• A key element in any communication activity is
  the values and ethics of the organisation

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Values and Ethics of the Organisation

• Values
• Primacy of the customer (tax payer)
• Honesty and integrity
• Respect for others
• Importance for every person
• Maintenance of high professional standards
• Fair treatment
• Innovative thinking
• Quality service
• Creativity
• Reliance on ethical standards
• Profitable returns to shareholders (department)

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Values and Ethics of the Organisation

• Ethics
• Maintain candor
• Keep message accurate
• Avoid deception
• Behave consistently
• Keep confidences
• Ensure timeliness of communication
• Confront unethical behaviour
• Cultivate empathic listening

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Effective Communication

• Effective communication requires effective
  listening to
• The message
• Understand
• Judge
• Evaluate the content

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Elements of Effective Communication

• Positive and pleasant approach
• Appropriate tone, pitch, quality, force and
  intensity of voice
• Clarity of purpose and objective of communication
• Clarity of thought and expression
• Adequate knowledge of subject
• Adequate knowledge of the communication receiver

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Elements of Effective Communication

• Objective and realistic approach
• Self-confidence and conviction
• Organisation of message
• Proper selection and use of the media
• Proper selection and use of the channel
• Appropriate formality
• Patience
• Adaptability

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Elements of Effective Communication

• Attentiveness
• Attitude
• Courtesy
• Time consciousness
• Conciseness and relevance
• Correctness
• Completeness

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Communication Model
TV, Radio, Newspaper, Magazines, Internet,
E-mail, Phone
DiT
Tax Payers
Ad Letter Notice
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Media
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Advertising

• Television
• Print
• Newspaper
• Magazine
• Radio
• Cinema
• Outdoor
• Internet

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Public Relations

• DiT image building
• Media relations
• Crisis management
• Corporate communications
• Employee relations
• CAs and IT Practitioners relations

Stakeholders (tax payers)
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Word of Mouth (WOM)

• People talk to each other about
• DiT
• DiT Employees

No amount of advertising or expert selling can
compete with a trusted colleague, friend or
influencer
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Model of Strategic Communication

• Situational knowledge
• Goal setting
• Communication competence
• Anxiety management

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Strategic Communication
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Good Listening Skills

• Maintain steady eye contact
• Devote full attention to speaker
• Keep posture and demeanor alert
• Give verbal cues
• Paraphrase to clarify
• Demonstrate empathy
• Be patient
• Share the limelight
• Indicate an open mind
• Leave the answer for the speaker
• Listen for intent as well as content

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Bad Listening Skills

• Interrupt
• Be inattentive and get easily distracted
• Use negative body language
• Change the subject
• Give no short verbal prompts
• Be very critical
• Be impatient
• Take over the conversation
• Get discarded
• Play Mr. Fix it
• Think what they will say next

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Techniques for questioning

• Closed
• Open
• Probing
• Leading
• Reflective

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Nonverbal Behaviour and Interactive Listening
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Making the Most of Listening Situation
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Making the Most of Listening Situation
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Verbal communication

• Attributes
• Speed
• Record
• Precision and accuracy
• expense

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Verbal communication

• Oral Communication
• Face to face conversation
• Telephone
• Presentation
• Public speech
• Interview
• Meeting

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Verbal communication

• Written Communication
• Letter
• Memo
• Notice
• Circular
• Report
• Minutes

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Non-Verbal Communication

• Methods of non-verbal communication
• Visual symbol
• Colour
• Pictorial presentation
• Posters
• Graphs and charts
• Maps
• Signs and signals

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Non-Verbal Communication

• Methods of non-verbal communication
• Auditory symbols
• Sound signals
• Tunes
• Body language
• Voice
• Silence
• Facial expression
• Eye contact
• Gesture
• Posture
• Space
• Time
• Energy
• Clothing
• Appearance

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Leadership - Trust
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Leadership - Trust

• Building trust is long and slow process
• Faith and confidence has to be earned and
  re-earned by the department from the stakeholders
• Mutual trust is important for tax payers and
  department
• Trusting tax payers will increase respect
• Mutual trust will bring revenue to the department
• Trust has high fragility
• One or two betrayals may lose faith
• Trust is an important ingredient for department

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Trust

• Sustaining trust requires
• Constancy
• Congruity
• Reliability
• Integrity
• Problems with mistrust

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Campaigns
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DIT Campaign
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DIT Campaign
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DIT Campaign
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DIT Campaign -
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DIT Campaign
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DIT Campaign
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DIT Campaign -
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DIT Campaign
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DIT Campaign -
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DIT Campaign
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DIT Campaign -
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DIT Campaign -
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DIT Campaign
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DIT Campaign
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DIT Campaign -
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DIT Campaign -
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Vehicle Tax
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Service Tax
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PAN No.
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Filing Tax Return
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Vehicle Tax
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And finally
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Indian Army
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Thanking YouProf. Atul Tandanpat_at_mica.ac.
in