7 c's communication

7/29/2019 7 C's Communication

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The Seven Cs of Effective

Communication



7 Cs of Effective communication

Completeness

Conciseness

Consideration

Concreteness

Clarity

Courtesy

Correctness



7 Cs of Effective communication -

completeness

Completeness A business message is complete when it

contains all facts the reader or listener

needs for the reaction the sender desires.

Completeness offers 4 important benefits:

Brings the desired result.

Builds goodwill.

Avoids misunderstanding and hence averts

costly lawsuits.




completeness

In order to make the message

complete, use following

guidelines: Provide All Necessary Information

Answer All Questions Asked

Give Something Extra, WhenDesirable




completeness

Provide All Necessary Information

Provide all necessary information

the receiver would need to act uponin a way desired by the sender.

Usually a complete message should

be capable of answering the five ―W‖

and one ―H‖ questions.




completeness

Answer All Questions Asked

Your reply to an inquiry must

answer all the questions asked. If some answers are unfavorable to

you or reflect your weak points,

handle them with tact and honesty.

Remember that ―omissions cast

suspicions‖.




completeness

Give Something Extra, When

Desirable

The words ―when desirable‖ areimportant here.

In reply to a query, if certain details

are not asked, but if you feel they

are desirable to make the messagecomplete, give extra information.




conciseness

Conciseness

Conciseness is saying what you

want to in the fewest possible wordswithout sacrificing the other Cs of

effective communication.

A concise message saves both time

and expense for both – the senderand the receiver.




conciseness

Remember the following to make

your Message Concise:

Eliminate Wordy Expressions Include Only Relevant Material

Avoid Unnecessary Repetition




conciseness

Eliminate Wordy Expressions:

Use single-word instead of phrase.

Omit unnecessary expressions.

Avoid overusing empty phrases.

Omit ―which‖ and ―that‖ clauseswhenever possible.

Eliminate unnecessary propositionalphrases.

Limit use of passive voice.




conciseness

Include Only Relevant Material

Stick to the purpose of the message.

Delete irrelevant words and ramblingsentences.

Omit information obvious to the

receiver.

Avoid long introductions, unnecessary explanations, excessive adjectives.

Get to the point tactfully.




conciseness

Avoid Unnecessary Repetition

Use shorter names once they are

mentioned.

Use pronouns or initials rather than long

names.

Remove phrases and sentences that are

needlessly getting repeated.

E.g. We hereby wish to let you know that

our company is pleased with the

confidence you have reposed in us.




consideration

Consideration

Consideration means preparing

every message with the messagereceivers in mind.

It is basically ―You-attitude‖,

empathy, and understanding of

human nature.




consideration

Three way to indicate

Consideration are:

Focus on ―You‖ Instead of ―I‖ or―We‖

Show Audience Benefit or Interest in

Receiver

Emphasize Positive, Pleasant Facts




consideration

Focus on ―You‖ Instead of ―I‖ or ―We‖

Focus on audiences’ benefits.

It does not mean using ―You‖ in every

sentences that are communicated.

The use of ―you‖ in negative situation can

be avoided using the passive voice.

E.g. I am delighted to announce that we

will be extending our hours to make

shopping more convenient.




consideration

Show Audience Benefit or Interest

in Receiver

Show how audience will benefit fromthe message.

Merely inserting ―you‖ does not

ensure you-attitude.




consideration

Emphasize Positive, Pleasant Facts

Stressing on what can be done insteadof what cannot be done is third way to

show consideration. Among positive words to which people

react favorably are benefit, cordial,happy, help, generous, loyal, pleasure,

thanks, thoughtful. Words with negative connotation are

blame, complaint, failed, fault,negligence, regret, reject, trouble, unfair,and many others.




concreteness

Concreteness Communicating concretely means

being specific, definite, and vividrather than vague and general.

It often means using denotative (direct, specific and dictionary-based) rather than connotative words (ideas or notions associatedwith a word or phrase).




concreteness

The following guidelines help

compose Concrete Message:

Use Specific Facts and Figures Put Action in your Verbs

Choose Vivid, Image-Building Words




concreteness

Use Specific Facts and Figures Whenever possible, use an exact,

precise statement or a figure in

place of a general word to make your message more concrete.

Avoid being specific if it sounds tooharsh, especially whilecommunicating negative message.

e.g. Student scores are higher




concreteness

Put Action in your Verbs Use active voice as far as possible.

E.g. The test was administered by

professors. Put action in verbs, not in nouns and

infinitives.

E.g. Students held the meeting in the office

Choose vivid, image-building wordsE.g. Some women were stopped in their

promotions




clarity

Clarity

Clarity of communication means

transferring the meaning from themind of communicator to the mind

(s) of receiver (s) accurately.




clarity

In order to be Clear in

communication,

Choose Precise, Concrete, andFamiliar Words

Construct Effective Sentences and

Paragraphs




clarity

Choose Precise, Concrete, and

Familiar Words

Clarity is achieved by balancing between

precise language and familiar language.

Use familiar words instead of pretentious

words.

The efficacy of hydrochloric acid is

indisputable, but he corrosive residue isincompatible with metallic permanence.




clarity

Construct Effective Sentences and

Paragraphs

Sentence formation is the core of clarity.

Ensure appropriateness of length, unity,

coherence, and emphasis while forming a

sentence and a paragraph.

E.g After planting 10,000 berry plants,

the deer came into our botanist’s farm andcrushed them.




courtesy

Courtesy Being aware of the perspective of

others and their feeling is true

courtesy in communication.

Mere mechanical insertions of politewords such as ―please‖ or ―thank

you‖ doesn’t help much.

It is politeness that grow out of respect and concern for others.




courtesy

One can show Courtesy by using

the following:

Be Sincerely Tactful, Thoughtful,and Appreciative

Use Expressions That Show Respect

Choose Nondiscriminatory

Expressions




courtesy

Be Sincerely Tactful, Thoughtful,

and Appreciative

Being blunt or abrupt are commoncause of discourtesy.

Be thoughtful and courteous when

communicating with other culture –

especially Asian cultures.




courtesy

Use Expressions That Show Respect Omit irritating expressions. [Use “the fact

that…” instead of “I do not agree with you.”]

Laughter to one person may be disgust toanother. Use humor with caution.

E.g Hey, dude, what’s this I hear aboutthe good news? You sure pulled a fast onethis past weekend —and then didn’t tell

any of us about it. Give my regards to thelittle lady-and wish her the best : she’llneed it.




courtesy

Choose Nondiscriminatory

Expressions

Avoid using sexist terms such as―chairman‖, ―he‖, ―his‖, etc.)

When using the names, treat each

gender with respect.




correctness

Correctness

At the core of correctness is proper

grammar, punctuation, andspelling.

Incorrect message may cause loss of

a customer or end of a business

relation.




correctness

In the context of business

communication, Correctness also

means: Use the Right Level of Language

Check Accuracy of Figures, Facts,

and Words

Maintain Acceptable Writing

Mechanics




correctness

Use the Right Level of Language Choose the right level of language: formal, informal and substandard.

Formal writing is often associatedwith scholarly writing such asdoctoral theses, legal documents,agreements, articles, etc.

Informal writing is morecharacteristic of business writing.

Avoid substandard language.




correctness

Check Accuracy of Figures, Facts,and Words

Message must be communicated asprecisely as possible. Hence acommunicator must check andensure the accuracy of figures,facts, and words.

A good check of the message is haveanother person read and commenton the validity of the material.




correctness

Maintain Acceptable Writing

Mechanics

use acceptable writing mechanics,word processing and appearance of

business messages.

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