7 cs (3)

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THE 7C’S OF EFFECTIVECOMMUNICATION

1. Completeness

2. Conciseness

3. Consideration

4. Clarity

5. Concreteness

6. Courtesy

7. Correctness.

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Completeness

Example-1

Hi everyone,

I just wanted to send

you all a reminderabout the meetingwe're havingtomorrow!

See you then, Chris

Example-2

Hi everyone,

I just wanted to remind

you about tomorrow'smeeting on the newtelecommuting policies.

The meeting will be at" a.m. in the second#level con$erence room.

%lease let me &now i$ youcan't attend.

See you then,

Chris

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COMPLETENESS

`

•It should convey all facts required by the audience.

•The sender must take into consideration the receiver’s mind

set and convey the message accordingly.

•It enhances the reputation of the organization.

•It leaves no question in the minds of the receiver.

•It helps in better decision making as it serves all the desired

and crucial information.

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Tips"

• %rovide all necessary in$ormation.

• To ma&e your message completeanswer the ve ()s.

• (ho*

• (hat*

• (hen*• (here*

• (hy*

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CONCISENESS

•It means communicating in least possible words.

•It provides short and essential message in limited words.

•It is more appealing and comprehensive to the audience.

•oncise messages are non repetitive in nature.

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+liminate wordy epressions

(ordyConcise-t this time ow

/ue to the $act that 0ecause

In close proimity to nearby Tips" Include only relevant material -void unnecessary repetition 1rgani2e your message well

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CONSIDERATION

•It takes audience into consideration by knowing theirviewpoints! back ground! mindset! educational level! etc.

•It implies "stepping into the shoes of others’.

•It ensures that the self respect of the audience ismaintained and their emotions are not harmed.

Tips#

• $ocus on %you& instead of "I’ or %we&• 'how audience benefit.•(mphasize positive ) pleasant facts.

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3se 4you#attitude) instead o$4I)

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CLARITY

• (mphasizing on a specific goal or ob*ective at a time! rather

than trying to move away from track.

•It helps to understand the message easily.

•larity of thoughts and ideas enhances the meaning of

message.

Tips#

• +lways choose familiar and easy words.•onstruct effective sentences.

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-void pompous words and usesimple words

%ompous (ords Simple(ords

demonstrate show

utilise use

compensate pay

terminate end

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CONCRETENESS

•It implies being particular and clear rather being fuzzy and

general.

•It shows good level of confidence.

•It helps to strengthen the reputation of the organization.

•oncrete information cannot be misinterpreted.

Tips#

•,se specific facts ) figures.•hoose vivid! Image-uilding words.

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-void vague statements and useconcrete

5ague statements Concrete statements

67oods are soon 67oods will be0eing dispatched8 dispatched on 9nd

:uly.86 ;ou would earn a 6 you would earnHigh rate o$ interest8 <= interest.8

6 There has been a 6 The sales guresconsiderable rise in the have risen bysales.8 >= in one year.?

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COURTESY

•It means being polite! kind! *udicious! enthusiastic and

convincing.

•It reflects the nature and character of the sender of themessage.

•It is the same as give respect and then e/pect the same.

Tips#

• ,se e/pressions that show respect for others.•e sincerely tactful! thoughtful ) appreciative.

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CORRECTNESS

•It implies that the correct information is conveyed throughmessage.

•$ree from grammatical errors and use of appropriate and

correct language.

Tips#

•,se 0ight level of language.

•,se correct grammar! spelling! punctuation! and accurate

facts and figures in the message.

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Correctness

Hi /aniel,

Than&s so much $or meeting me atlunch today! I enjoyed our conservation,

and I'm loo&ing $orward to movingahead on our project. I'm sure that thetwo#wea& deadline won't be an issue.

Than&s again, and I'll spea& to you soon!

@egards,

:ac& Ailler

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Correctness

Hi /aniel,

Than&s so much $or meeting me atlunch today! I enjoyed our conservation,

and I'm loo&ing $orward to movingahead on our project. I'm sure that thetwo#wea& deadline won't be an issue.

Than&s again, and I'll spea& to you soon!

@egards,

:ac& Ailler

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Communication 0arriers

The term 4barrier)means 4hurdle),

4hindrance) or4obstacle).

0arrier tocommunicationre$ers to anyobstacle which

comes in the way o$Bow o$ in$ormationbetween the sender the receiver.

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Types o$ Communication0arriers

• %H;SIC-D 0-@@I+@S

• S+A-TIC 0-@@I+@S

• S1CI1#%S;CH1D17IC-D 0-@@I+@S

• 1@7-IE-TI1-D 0-@@I+@S

• IT+@%+@S1-D 0-@@I+@S

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%H;SIC-D 0-@@I+@S

• 1IS+

• TIA+ /IST-C+

• A+CH-IC-D 0@+-F/1(

• +T(1@F G-CIDIT;

• IG1@A-TI1 15+@D1-/

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S+A-TIC 0-@@I+@S

• /IGG+@+T D-73-7+

• :-@71

• G-3DT; T@-SD-TI1

• (1@/S (ITH /IGG+@+T A+-I7S

• /+1T-TI1S C11T-TI1S

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S1CI1#%S;CH1D17IC-D0-@@I+@S

• /IGG+@+C+ I %+@C+%TI1

• I-TT+TI1

• /IGG+@+C+ I -TTIT3/+

• +A1TI1S

• C3DT3@-D /IGG+@+C+S

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1@7-IE-TI1-D 0-@@I+@S

D-CF 1G C1AA3IC-TI1 %1DIC;

-3TH1@IT-@I- -TTIT3/+ 1G A--7+A+T

1@7-IE-TI1-D G-CIDITI+S

ST-T3S /IGG+@+C+S

C1A%D+ 1@7-IE-TI1 ST@3CT3@+

@3D+S @+73D-TI1S

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IT+@%+@S1-D 0-@@I+@S

• -TTIT3/+ 1G S3%+@I1@S

• D-CF 1G C1GI/+C+ IS301@/I-T+

• -TTIT3/+ 1G S301@/I-T+S

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7-T+(-;S T1 +GG+CTI5+C1AA3IC-TI1

• larity in idea

• ,se of appropriate language

• ,se of appropriate medium

• $eedback• 1ood listening

• Two way communication

• 2utual trust

• Timely message• +void premature evaluation

• $ollow 3 ’s of effective communication

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Cross culturalcommunication

• Cross-cultural

communication is aeld o$ study that loo&sat how people $rom

diering cultural bac&groundscommunicate, in similarand dierent waysamong themselves ,and how they endeavorto communicate acrosscultures.

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“The sum total of learned beliefs,values,andcustoms that serve todirect the consumer

behavior of members ofa particular society.”

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Characteristics o$ culture

• Culu!e "# lea!$%

Culture is not inborn. It is learnt. Culture is o$tencalled ?learned ways o$ behaviour?. sha&inghands, saying than&s' or 'namas&ar', dressing etc.are cultural behaviour.

• Culu!e "# !a$#m"##"&e%

Culture is transmissive as it is transmitted $romone generation to another. Danguage is the mainvehicle o$ culture.

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• Culu!e "# #'a!e(%

Culture in sociological sense is shared. Goreample, customs, traditions, belie$s, ideas,values, morale etc. are all shared by people o$ agroup or society.

• Culu!e "# #)*"al%

Culture does not eist in isolation. It is a producto$ society. It develops through social interaction.o man can acJuire culture without associationwith others.

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• Culu!e "# (+$am"*%

o culture ever remains constant orchangeless. It is subject to slow butconstant change. Culture isresponsive to the changingconditions o$ the physical world.

Hence culture is dynamic.

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/imensions o$ Culture

• High Contet vs. Dow contet culture

• Individualism vs. Collectivism

High Contet vs Dow contet

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High Contet vs. Dow contetculture

• H",' C)$ex%

These are the culture in which thecontet o$ the situation ta&es primeimportance while interpreting orderiving meaning. Communication insuch contets have multiple

meanings and need to be interpretedby reading the situation and the nonverbal clues as well.

High Contet vs Dow contet

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High Contet vs. Dow contetculture

• L) C)$ex%

In low contet cultures people tendto be more deal oriented i.e. peoplemeet to accomplish objectives andadopt a direct $ocusedcommunicative style. In such cultures

word mean eactly what people say.7erman, Swiss, orth -mericancultures are low contet.

n v ua sm vs

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n v ua sm vs.Collectivism

• I$("&"(ual"#m%

• In individualistic cultures the individual isetremely important and individual

decisions prevail over group decisions.Individuals in this culture ta&eresponsibilities o$ their actions $rom a veryyoung age.

• -n -merican youth between K#L years$eels independent enough to start out onhis own by ta&ing his own decisions.

n v ua sm vs

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n v ua sm vs.Collectivism

• C)lle*"&"#m%

• In collectivist cultures group decisionsoverride individualistic decisions.

collectivist cultures stress oncooperation, conBict avoidance, loyaltyand relationships gain over tas&s.

• Aarriage decision in most parts o$ Indiais more o$ a collective decision ta&enby the $amily.

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C!)##-Culu!al Ca#eSu(+

.Aonsooned)

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• Re/e**a )!0# "' U$"e( Te*'$)l),"e# a C'"*a,) /a#e(*)mpa$+ S'e "# al0"$, )$ 'e p')$e ) A/'"$a& 'ema$a,e! )3 )$e )3 U$"e( Te*'$)l),"e# &e$()!# 3)!*u#)me! #e!&"*e )u#)u!*"$,

• Re/e**a% (e really need to get all o$ the customer service

representatives trained on our new process in the net two wee&s.

Can you get this done*

• A/'"$a&% That timeline is pretty aggressive. /o you thin& it)s

possible*

• Re/e**a% I thin& it will reJuire some creativity and hard wor&, but I

thin& we can get it done with two or three days to spare

• A/'"$a&% 1&.

• Re/e**a% ow that our business is settled, how is everything else*

• A/'"$a&% -ll)s well, although the heavy monsoons this year are

causing a lot o$ delays getting around the city.

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• Two weeks later…

• A/'"$a&% (e)ve pulled all o$ our resources and I)m happy to

say that K= o$ the customer service representatives are now

trained in the new process. The remaining M= will complete

the training in the net two wee&s.

• Re/e**a% 1nly K=* I thought we agreed that they all would be

trained by now!• A/'"$a&% ;es . The monsoon is now over so the rest o$ the

training should go Juic&ly.

• Re/e**a% This training is critical to our results. %lease get it

done as soon as possible.

• A/'"$a&% I am certain that it will be done in the net two

wee&s.

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C-S+ 9

C@1SS C3DT3@-DC1AA3IC-TI1

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• Ar. :ones" It loo&s li&e we)re going to have to &eepthe production line running on Saturday. Ar. (u" Isee.

• Ar. :ones" Can you come in on Saturday*

• Ar. (u" ;es. I thin& so. Nwith a hesitative tone O

• Ar. :ones" That)ll be a great help.

• Ar. (u" ;es. Saturday)s a special day, did you&now*

• Ar. :ones" How do you mean* Ar. (u" It)s my son)sbirthday.

• Ar. :ones" How nice! I hope you all enjoy it verymuch.

• Ar. (u" Than& you. I appreciate yourunderstanding.

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Need for CrossculturalCommunication

Success o$ anyInternational business

-llows wor&ers $romdierent cultures to

wor& together as agroup.

(orldwide mar&eting

campaign.

-n increase ininternational0usiness.

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Examples for Culturaldifferences

• In -merica, peoplesha&e hands ,andeven hug each

other. 0ut in Indiawe just join handsto say namas&ar.

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• -rabic language iswritten $rom rightto le$t and almost

all other languagesare written $romle$t to right

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• The thumbs up sign in-merica and most o$ +uropemeans that something isgood, or that you approve. This sign is considered rude

in many -sian and Islamiccountries.

• @aising your hand up meansstop in -merica or +ngland.

In some -sian countries thisgesture is used when as&ing$or permission to spea&.

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• -N)!' Ame!"*a$# view direct eye

contact as a sign o$honesty

• -A#"a$# viewdirect eye contactas a $orm o$disrespect

7l b li i d

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7lobali2ation and cross#cultural communication

• (ith increasing globali2ationinteraction between people $romdierent societies and cultures has

become unavoidable.

• %eople travel as tourists, stay in

$oreign country $or business, higherstudies and employment.

I $ C C l l

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Impact o$ Cross CulturalCommunication

The ew 7lobal Aantra" 7o Docal

• The representatives o$ T-T- Consultancyservices NTCSO in Datin -merica converse

in Spanish and %ortuguese.

• The +ecutives o$ Aahindra Aahindra

NAAO wor&ing in China undergotraining in Chinese language, culture social Customs.

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Cultural sensitivity

• -wareness about the client)s culturalSensitivities o$ten result in a positiveadvantage.

• +ecutives see&ing global businesso$ten join $ormal classes to get a $eel

$or local cultures.

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Aeetings Social 5isits

-t $ormal meetings and social gatheringstwo persons or group $rom dierentculture might behave according to their

own culture.

Gor eample in +nglish one may say6pleased to meet you8 or 6how do you

do8. In :apanese one says 6hajimemashite8 Nit

is beginingO

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Continued....

• :apanese eecutives rst echangebusiness cards instead o$ verballyintroducing themselves.

• -merican usually approachreceptionist and verbally announce

their arrival.

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7roup 0ehaviour

• Cultural dierences are also noticeablein the way people in groups act whenthey are joined by a new person.

• In -merica, when a new person joins agroup they drop the ongoing discussion.

• :apanese $ollow the practice o$

continuing with the ongoing discussion.

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7 cs (3)