7 Cs of Effective Communication

7 Cs of Effective
Communication
7 Cs of Effective Communication
COMPLETENESS
CONCISENESS
CONSIDERATION
CLARITY
CONCRETENESS
COURTESY
CORRECTNESS
SESSION # 2 2
7 Cs of Communication
Completeness
Business message is complete when it contains all facts
the reader or listener needs for the reaction you desire.
For completeness, make sure to:
Provide all necessary information
Answer all questions asked
Give something extra when desirable
Check for five Ws & one H
SESSION # 2 3
Completeness
Provide All Necessary Information
Answering the five Ws helps make messages clear:
Who
What
When
Where
Why and How
SESSION # 2 4
Completeness
Answer All Questions Asked
Look for questions
Some may even appear buried within a paragraph.
Locate them and then answer precisely.
SESSION # 2 5
Completeness
Give Something Extra, When Desirable
Use your good judgment.
Offer additional material incomplete messages.
SESSION # 2 6
Completeness
Check for 5 Ws and How
Who
What
When
Where
Why and
How
SESSION # 2 7
Completeness
Bad Example
Hi everyone,
I just wanted to send you all a reminder about the
meeting we're having tomorrow!
See you then,
Chris
SESSION # 2 8
Completeness
Bad Example
Analysis
This message is not complete, for obvious reasons. What
meeting? When is it? Where? Chris has left his team
without the necessary information.
SESSION # 2 9
Completeness
Good Example
Hi everyone,
I just wanted to remind you about tomorrow's meeting on
the new telecommuting policies. The meeting will be at
10:00 a.m. in the second-level conference room. Please
let me know if you can't attend.
See you then, Chris.
SESSION # 2 10
Completeness
Exercise-1
How would you reply to this letter keeping in mind
Completeness of the message?
SESSION # 2 11
Completeness
You are the president of an industry association and have
received the following inquiry from an out of town
member:
I think I would like to attend my first meeting of the
association, even though I am not acquainted with your
city. Will you please tell me where the next meeting is
being held?
SESSION # 2 12
Conciseness
Eliminate wordy expressions
Include only relevant statements
be focused
Shorten & avoid long explanations
avoid gushing politeness
Avoid unnecessary repetitions
use short forms the second time
SESSION # 2 13
Conciseness
Eliminate wordy expressions
Include only relevant statements
be focused
Shorten & avoid long explanations
avoid gushing politeness
Avoid unnecessary repetitions
use pronouns
SESSION # 2 14
Conciseness
Bad Example
SESSION # 2 15
7 Cs of Communication Hi Matt,
I wanted to touch base with you about the email marketing
campaign we kind of sketched out last Thursday. I really think that our
target market is definitely going to want to see the company's
philanthropic efforts. I think that could make a big impact, and it
would stay in their minds longer than a sales pitch.
For instance, if we talk about the company's efforts to become
sustainable, as well as the charity work we're doing in local schools,
then the people that we want to attract are going to remember our
message longer. The impact will just be greater.
What do you think? Jessica.
SESSION # 2 16
Conciseness
Analysis
This email is too long!
There's repetition, and
There's plenty of "filler" taking up space.
SESSION # 2 17
Conciseness
Good Example
Watch what happens when we're concise and take out
the filler words:
SESSION # 2 18
Conciseness
Hi Matt,
I wanted to quickly discuss the email marketing campaign
that we analyzed last Thursday. Our target market will
want to know about the company's philanthropic efforts,
especially our goals to become sustainable and help
local schools.
SESSION # 2 19
Conciseness
This would make a far greater impact, and it would stay in
their minds longer than a traditional sales pitch.
What do you think?
Jessica
This is what happens when we're concise and take out

the filler words.
SESSION # 2 20
Conciseness
Lets learn the basics of conciseness
SESSION # 2 21
Conciseness
Eliminate Wordy Expressions
Use single words in place of phrases.
Use simple, one syllable words.
SESSION # 2 22
Conciseness
Example
Wordy: At this time
Concise: Now
Wordy: Due to the fact that

Concise: Because
SESSION # 2 23
Conciseness
Single word substitutes for some phrases:
With regard to About
Despite the fact that Although
At the present writing Now
Is of opinion that Thinks
In the first place First
At a rapid rate Fast
SESSION 1 24
Conciseness
Lets Try Some More Examples
SESSION # 2 25
Conciseness
Due to the fact that Because
Employed the use of Used
Basic fundamentals Fundamentals
Completely eliminate Eliminate
Alternative choices Alternatives
Actual experience Experience
SESSION 1 26
Conciseness
Connected together Connected
Final result Result
Prove conclusively Prove
In as few words as possible Concisely
SESSION 1 27
Conciseness
Include Only Relevant Material
Wordy:
We hereby wish to let you know that our company is
pleased with the confidence you have respond in us.
Concise:
We appreciate your confidence.
SESSION # 2 28
Conciseness
Exercises
Rewrite the following by omitting articles, trite (worn out)
expressions, wordy sentences and repetitions:
SESSION # 2 29
Conciseness
Exercise 1
At this time I am writing to you to enclose the post paid
appointment for the purpose of arranging a convenient
time when we might get-together for a personal
interview.
SESSION # 2 30
Conciseness
Exercise 2
Will you ship us sometime, any time during the month of
October , or even November if you are rushed , for
November will suit us just as well , in fact a little bit better
, 300 of the regular three and a half inch blue arm
bands with white sewn letter in the middle.
SESSION # 2 31
Consideration
Consideration means:
Preparing every message with the message receivers
in mind.
Trying to put yourself in their place.
Being considerate.
Not losing temper.
Not accusing or charging without sufficient evidence.
SESSION # 2 32
Consideration
The thoughtful consideration is also called
SESSION # 2 33
Consideration
You Attitude
SESSION # 2 34
Consideration
Focus on YOU instead of I & WE
Show reader benefit & interest
Emphasize on positive & pleasant
Apply integrity & ethics
SESSION # 2 35
Consideration
Focus on You Instead of I or We
Using you does help project a you-attitude.
But overuse can lead to a negative reaction.
SESSION # 2 36
Consideration
Show Audience Benefit or Interest in the Receiver
Reader may react positively when benefits are shown
them.
Benefits must meet recipients:
needs
address their concerns, or
offer them rewards
SESSION # 2 37
Consideration
Show Audience Benefit or Interest in the Receiver
Most important they must be perceived as benefits by
the receivers.
Let us exemplify this
SESSION # 2 38
Consideration
A tells B that he is not able to concentrate on his studies.
Bs response can be any one of the following:
Why is it so?
You should try harder.
I know how difficult it is to concentrate on studies,
given the situation you are in.
Lets analyze all the responses one by one
SESSION # 2 39
Consideration
Why is it so?
This is searching response and reveals curiosity
You should try harder.
This is advising response from a superior position
Now lets consider the 3rd response
I know how difficult it is to concentrate on studies, given
the situation you are in.
SESSION # 2 40
Consideration
This is empathizing response which reveals a person of
understanding nature
This is known as You attitude
The same You attitude should be incorporated in
written communication.
It gives the letter a pleasant and positive overtone.
SESSION # 2 41
Consideration
Lets have a look at some announcements in different
context, but on the same subject.
Give your feedback on both of them.
SESSION # 2 42
Consideration
We are happy to You will be (or customers
announce that transaction will be) able to do
can be made even after transactions after office
3.00 PM till 5.00 PM at the hours, at the Teller counter
teller-counter. till 5.00 PM.
SESSION 1 43
Consideration
The second announcement prioritizes customer benefit
and so is more considerate.
But using you cannot be always receiver sensitive.
Letters putting the blame on the receiver can have a
negative impact.
Look at the following statements.
SESSION # 2 44
Consideration
You have failed to pay the The dues for . for the
dues for the month of July month of July remain
for your cable connection. unpaid.
SESSION 1 45
Consideration
The first one is insensitive and the second one is more
considerate.
In business communication, receiver / reader benefit
appeals to the reader and so results in promoting
business and building goodwill.
Consideration also means emphasizing positive and
pleasant facts.
SESSION # 2 46
Consideration
INSTEAD OF USE
Goods in bad condition Goods in good condition

and without the bill will accompanied by bills can
not be exchanged. be exchanged.
No travelling allowance Travelling allowance will be
will be paid for distances paid for travels extending
less than 10 KMs. beyond 10 KMs.
SESSION 1 47
Consideration
Analysis
Both sentences in each case mean the same but
The second one is more positive and assertive.
Very few customers will make attempts to exchange
goods without the bill in the first case and to claim
travelling allowance within 10 KMs in the 2nd case.
SESSION # 2 48
Consideration
Compare the following pairs of sentences.
In each pair, the second one is more considerate than
the first one which is slightly insensitive.
SESSION # 2 49
Consideration
LESS CONSIDERATE MORE CONSIDERATE
It is not possible for us to Extending locker facility

extend locker facility to will be attended to as
you since you do not soon as we receive an
have a fixed / term investment in FD/TD from
deposit in our bank. you.
SESSION 1 50
Consideration
You are wrong...!!! Our perceptions appear

to be different.
SESSION 1 51
Consideration
The car left by you for The car given to us for

service cannot be service will be delivered
delivered before the end after thorough service by
of the month. the end of the month.
SESSION 1 52
Consideration
Exercise
Add You Attitude
I want to send my congratulations for --
(Congratulations to you.)
We will ship soon the goods of your order---
We pay eight percent interest on -----
SESSION # 2 53
Consideration
Exercise
Avoid negative unpleasant words to show
consideration
It is impossible to open an account for you today.
When you travel on company expense, you will not
receive approval for first class fare.
SESSION # 2 54
Consideration
Exercise
Show reader benefit or interest
Because we have not written to you in sometime ,
please help us bring our record by filling and returning
the other half of the card.
SESSION # 2 55
Consideration
Exercise
We have been pleased to sell fine furniture items for more
than two decades. We supply the finest products to
customers from all over the country. We are proud to be
the only dealer in this area for both the AB & Co and BC &
Co. Our record shows at least a ten percent increase in
sales every year since Classic furniture was founded in 1965.
SESSION # 2 56
Concreteness
Being specific, definite, and vivid rather than vague
and general.
Using donatives (direct, explicit, often dictionary
based) rather than connotative words (ideas or notions
suggested by or associated with a word or phrase).
Using more adjectives and adverbs.
SESSION # 2 57
Concreteness
A concrete message, gives audience a clear picture of
what you're telling them.
Necessary details and vivid facts, and there's laser-like
focus.
Your message is solid.
SESSION # 2 58
Concreteness
To maintain concreteness in the message use the
following:
Use clear and image building words.
Put actions in your words.
Choose Vivid, Image-Building Words.
SESSION # 2 59
Concreteness
VAGUE, GENERAL,
CONCRETE, PRECISE
INDEFINITE
Student GMAT scores are In 1996, the GMAT scores
higher. averaged 600; by 1997
they had risen to 610.
SESSION 1 60
Concreteness
Put Actions In Your Verbs
Verbs can activate other words and help make your
sentences alive, more vigorous.
Use active rather than passive verbs.
Put action in your verbs rather than nouns
SESSION # 2 61
Consideration
UNCLEAR & VAGUE VIVID & CLEAR
This is a long letter. This letter is three times as

long as you said it would.
He is very intelligent Alis GPA in B.Sc.
student of class and Electrical Engineering
stood first in the class 2k3-f session was 3.95/4.0,
he stood first in his class.
SESSION 1 62
Consideration
UNCLEAR & VAGUE VIVID & CLEAR
This year we sold more Last year we sold 1200

AC than last year. AC and this year we sold
1500 AC.
SESSION 1 63
Concreteness
Choose Vivid, Image-Building Words
Business writing uses less figurative language than does
the world of fiction.
SESSION # 2 64
Concreteness
Hilltop Resort is the best resort. Do come to us on your
next holiday.
SESSION # 2 65
Concreteness
This is a vague advertisement.
It is made to sound like just another resort
advertisement among a hundred others.
The audience will never remember this ad message.
There are no concrete details to take away from this
message.
SESSION # 2 66
Concreteness
Hilltop Resort is the jewel of the western hills. Take a
break from your work. Escape from lifes chaos and
stress. Relax and rejuvenate yourself at Hilltop. Go back
fresh and energized!
SESSION # 2 67
Concreteness
This message gives you visualizing details.
The reader can actually imagine being in a beautiful
resort breathing fresh air and swimming in a pool
instead of slogging away at his or her office.
That is a concrete message conveyed to the
audience.
SESSION # 2 68
Concreteness
Exercise
Rewrite the following in concrete form
Our product has won several prizes.
These brakes stop a car within a short distance.
SESSION # 2 69
Concreteness
Use Vivid, Image-Building Words
The camera has a system that gives good pictures.
SESSION # 2 70
Clarity
Getting the meaning from your head to the head of
your reader (accurately) is the purpose of clarity.
Of course you know it is not simple. We all carry around
our own unique interpretations, ideas, experiences
associated with words.
When writing or speaking to someone, be clear about
your goal or message.
SESSION # 2 71
Clarity
What is your purpose in communicating with this
person?
If you're not sure, then your audience won't be sure
either.
To be clear, try to minimize the number of ideas in each
sentence.
SESSION # 2 72
Clarity
Make sure that it's easy for your reader to understand
your meaning.
People shouldn't have to "read between the lines" and
make assumptions on their own to understand what
you're trying to say.
SESSION # 2 73
Clarity
Clarity is achieved through:
Short , familiar & conversational words.
Effective sentences and paragraphs by unity of idea
and sequencing.
Appropriate readability by using formal & informal
language.
Examples, illustrations & visual aids.
SESSION # 2 74
Clarity
UNFAMILIAR FAMILIAR
Subsequent Later
Accede Agree
Endeavour try
Supersede replace
Disclose show
SESSION 1 75
Clarity
UNFAMILIAR FAMILIAR
After our perusal of The data we studied

pertinent data, the shows that your property
conclusion is that a is profitable and in high
lucrative market exists for demand.
the subject property.
SESSION 1 76
Courtesy
True courtesy involves being aware not only of the
perspective of others, but also their feelings.
Courtesy stems from a sincere you-attitude.
courteous tone comes when you:
Are Sincere , tactful, thoughtful and appreciative.
Omit expressions that hurt , irritate, or insult.
Grant apologies graciously.
SESSION # 2 77
Courtesy
Be Sincerely Tactful, Thoughtful, and Appreciative
Though few people are intentionally abrupt or blunt,
these negative traits are a common cause of
discourtesy.
No reader wants to receive message that offend.
SESSION # 2 78
Courtesy
TACTLESS & BLUNT MORE TACTFUL
Stupid letter; I cant Its my understanding

understand any of it.
Clearly, you did not read Sometimes my wording is
my latest fax. not precise; let me try
again
SESSION 1 79
Courtesy
Your letter is not clear at Could you assist me in

all. understanding some of
the points in your letter?
SESSION 1 80
Courtesy
Obviously, if you would Could you please consult

read your policy carefully the policy to answer
you will be able to these questions?
answer these questions
yourself.
SESSION 1 81
Courtesy
Skip Irritating Expressions
You are offending
You failed to
Contrary to your inference
Inexcusable
Simply nonsense
SESSION # 2 82
Courtesy
Examples
Wow thats an amazing idea where are you before
when we are in a great trouble but it was a great job
your idea gave us energy it will also push our project to
next level.
SESSION # 2 83
Courtesy
Examples
I wanted to take a moment to say how much I
appreciated the great insight you offered at this
mornings brainstorming session. Your idea got us all
energized about the road ahead, and is just the kind of
innovative thinking we needed to push our project to
the next level.
SESSION # 2 84
Courtesy
Choose Nondiscriminatory Expressions
Another requirement for courtesy is the use of
nondiscriminatory language that reflects equal
treatment of people regardless of gender, race, ethnic
origin, and physical features.
SESSION # 2 85
Courtesy
INSTEAD OF USE
Freshman New student, Entering

student
Manpower Workers, Employees
Man-made Constructed,
Manufactured, Built
Chairman Chairperson, Chair
SESSION # 2 86
Courtesy
Singular pronouns
For example:
Anyone who comes to the class late will get his
grade reduced.
Each manager has an assigned parking place. He
should park his car.
SESSION # 2 87
Courtesy
Titles
Mr.
Miss
Mrs.
Ms.
SESSION # 2 88
Correctness
This means the correct use of grammar, punctuation,
and spelling.
However a message may be perfect grammatically
and mechanically but still insult or lose a customer.
SESSION # 2 89
Correctness
Use the right level of language
Check accuracy of facts, figures and words
Maintain acceptable writing mechanics
Choose non discriminatory language
Use parallel language
SESSION # 2 90
Correctness
The Right Level Of Language
Select the right level of language for your
communication either formal or informal.
Realize that formal language is most often used in
business communication.
Lets see some handouts to further our knowledge on
this.
SESSION # 2 91
Correctness
Use Of Acceptable Mechanics
Apply the principles of accepted mechanics to your
writing.
SESSION # 2 92
Correctness
Check Accuracy of Figures, Facts, and Words
A good check of data is to have another person read
and comment on the validity of the material.
SESSION # 2 93

7 Cs of Effective Communication

Cargado por

Información del documento

Derechos de autor

Formatos disponibles

Compartir este documento

Compartir o incrustar documentos

Opciones para compartir

¿Le pareció útil este documento?

¿Este contenido es inapropiado?

Copyright:

Formatos disponibles

7 Cs of Effective Communication

Cargado por

Copyright:

Formatos disponibles

7 Cs of Effective

I just wanted to send you all a reminder about the

meeting we're having tomorrow!

See you then,

This message is not complete, for obvious reasons. What

meeting? When is it? Where? Chris has left his team

without the necessary information.

This is what happens when we're concise and take out

Lets learn the basics of conciseness

Wordy: Due to the fact that

Lets Try Some More Examples

The thoughtful consideration is also called

Goods in bad condition Goods in good condition

It is not possible for us to Extending locker facility

You are wrong...!!! Our perceptions appear

The car left by you for The car given to us for

This is a long letter. This letter is three times as

This year we sold more Last year we sold 1200

After our perusal of The data we studied

Stupid letter; I cant Its my understanding

Your letter is not clear at Could you assist me in

Obviously, if you would Could you please consult

Freshman New student, Entering

También podría gustarte