Seven Cs of Effective Communications 100109155151 Phpapp01

8/9/2019 Seven Cs of Effective Communications 100109155151 Phpapp01

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BUSINESSBUSINESSCOMMUNICATIONCOMMUNICATION

THE SEVEN Cs OF EFFECTIVETHE SEVEN Cs OF EFFECTIVE

COMMUNICATIONCOMMUNICATION


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Presenter:Presenter:

Syed Aamir AliSyed Aamir Ali

Presented To:Presented To:Sir Khalil AhmedSir Khalil Ahmed

& Rest of the Class Members.& Rest of the Class Members.


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THE SEVEN CsTHE SEVEN Cs

CompletenessCompleteness

ConcisenessConciseness

ConsiderationConsideration

ConcretenessConcreteness

ClarityClarity

CourtesyCourtesy

CorrectnessCorrectness


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COMPLETENESSCOMPLETENESS

Business message is complete when it contains allBusiness message is complete when it contains all

facts the reader or listener needs for the reactionfacts the reader or listener needs for the reaction

you desire.you desire.As you strive for completeness, keep the followingAs you strive for completeness, keep the following

guidelines in mind;guidelines in mind;

Provide all necessary information.Provide all necessary information.

Answer all questions asked.Answer all questions asked.

Give something extra when desirable.Give something extra when desirable.


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Provide All Necessary InformationProvide All Necessary Information

Answering the five Ws helps make messages clear: Who,Answering the five Ws helps make messages clear: Who,

What, When, Where, and Why.What, When, Where, and Why.

Answer All Questions AskedAnswer All Questions AskedLook for questions: some may even appear buried withinLook for questions: some may even appear buried within

a paragraph. Locate them and then answer precisely.a paragraph. Locate them and then answer precisely.

Give Something Extra, When DesirableGive Something Extra, When DesirableUse your good judgment in offering additional material ifUse your good judgment in offering additional material if

the senders message was incomplete.the senders message was incomplete.


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CONCISENESSCONCISENESS

Conciseness is saying what you want to say in theConciseness is saying what you want to say in thefewest possible words without sacrificing thefewest possible words without sacrificing theother C qualities. A concise message is completeother C qualities. A concise message is complete

without being wordy.without being wordy.

To achieve conciseness, observe the followingTo achieve conciseness, observe the followingsuggestions;suggestions;

Eliminate wordy expressions.

Eliminate wordy expressions.

Include only relevant material.Include only relevant material.

Avoid unnecessary repetition.Avoid unnecessary repetition.


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Eliminate Wordy ExpressionsEliminate Wordy Expressions

Use single words in place of phrases. EvenUse single words in place of phrases. EvenWinston Churchill made extensive use of simple,Winston Churchill made extensive use of simple,one syllable words.one syllable words.

Example

Wordy: Atthis time

Concise: Now

Wordy: Dueto the factthat

Concise: Because


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Include Only Relevant MaterialInclude Only Relevant Material

Wordy: We hereby wish to let you knowthatWordy: We hereby wish to let you knowthatourcompany is pleased with theconfidenceourcompany is pleased with theconfidence

you haverespond in us.you haverespond in us.

Concise: We appreciate yourconfidence.Concise: We appreciate yourconfidence.

Example;Example;


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CONSIDERATIONCONSIDERATION

Consideration means preparing every messageConsideration means preparing every message

with the message receivers in mind; try to putwith the message receivers in mind; try to put

yourself in their place. You are considerate, youyourself in their place. You are considerate, you

do not lose your temper, you do not accuse anddo not lose your temper, you do not accuse andyou do not charge them without facts. theyou do not charge them without facts. the

thoughtful consideration is also called youthoughtful consideration is also called you--

attitude.attitude.

Focus on You instead of I and We.Focus on You instead of I and We.

Show audience benefit or interest in the receiver.Show audience benefit or interest in the receiver.

Emphasize positive, pleasant facts.Emphasize positive, pleasant facts.


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Focus on You Instead of I orFocus on You Instead of I or

WeWeUsing you does help project a youUsing you does help project a you--attitude. Butattitude. But

overuse can lead to a negative reaction.overuse can lead to a negative reaction.

ExampleExampleWe-Attitude: I Am delightedto announce

that we will beextending our hours to make

shopping moreconvenient.

You-Attitude: You will be ableto shop

evenings with theextended hours.


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Show Audience Benefit or Interest inShow Audience Benefit or Interest in

the Receiverthe Receiver

Reader may react positively when benefits areReader may react positively when benefits are

shown them. Benefits must meet recipientsshown them. Benefits must meet recipientsneeds, address their concerns, or offer themneeds, address their concerns, or offer them

rewards. Most important they must be perceivedrewards. Most important they must be perceived

as benefits by the receivers.as benefits by the receivers.


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CONCRETENESSCONCRETENESS

Communicating concretely means being specific, definite,Communicating concretely means being specific, definite,and vivid rather than vague and general. Often it meansand vivid rather than vague and general. Often it means

using donatives (direct, explicit, often dictionary based)using donatives (direct, explicit, often dictionary based)

rather than connotative words (ideas or notionsrather than connotative words (ideas or notions

suggested by or associated with a word or phrase).suggested by or associated with a word or phrase).The following guidelines should help you composeThe following guidelines should help you compose

concrete, convincing message;concrete, convincing message;

Use specific facts and figures.Use specific facts and figures.

Put action in your verbs.Put action in your verbs.

Choose vivid, image building words.Choose vivid, image building words.


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Use Specific Facts and FiguresUse Specific Facts and Figures

It is desirable to be precise and concrete in bothIt is desirable to be precise and concrete in both

written and oral business communication.written and oral business communication.

Concrete, Precise

In 1996, theGMAT

scores averaged 600;by 1997 they had

risento 610.

Vague, General,

Indefinite

StudentGMATscores are higher.


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Put Action in Your VerbsPut Action in Your Verbs

Verbs can activate other words and help makeVerbs can activate other words and help make

your sentences alive, more vigorous.your sentences alive, more vigorous.

Use active rather than passive verbs.Use active rather than passive verbs. Put action in your verbs rather than nouns andPut action in your verbs rather than nouns and

infinites.infinites.


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Choose Vivid, ImageChoose Vivid, Image--BuildingBuilding

WordsWordsBusiness writing uses less figurative language thanBusiness writing uses less figurative language than

does the world of fiction.does the world of fiction.

Bland Image

This is a long

letter.

More Vivid Images

This letter is three

times as long as you

said it would.


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CLARITYCLARITY

Getting the meaning from your head to the headGetting the meaning from your head to the head

of your reader (accurately) is the purpose ofof your reader (accurately) is the purpose of

clarity. Of course you know it is not simple. Weclarity. Of course you know it is not simple. We

all carry around our own unique interpretations,all carry around our own unique interpretations,

ideas, experiences associated with words.ideas, experiences associated with words.

Choose precise, concrete and familiar words.Choose precise, concrete and familiar words.

Construct effective sentences and paragraphs.Construct effective sentences and paragraphs.


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ChoosePrecise, Concrete, andChoosePrecise, Concrete, and

Familiar WordsFamiliar WordsClarity is achieved in part through a balanceClarity is achieved in part through a balance

between precise language and familiar language.between precise language and familiar language.

Precise words need not be pretentious.Precise words need not be pretentious.

Familiar Pretentious

About

After

Home

Forexample

Circa (L)

Subsequent

Domicile

e.g. (L)


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Construct Effective Sentences andConstruct Effective Sentences and

ParagraphsParagraphsAt the core of clarity is the sentences. ThisAt the core of clarity is the sentences. This

grammatical statement, when clearly expressed,grammatical statement, when clearly expressed,moves thoughts within a paragraph. Importantmoves thoughts within a paragraph. Important

characteristics to consider are length, unity,characteristics to consider are length, unity,coherence, and emphasis.coherence, and emphasis.

Unclear: Being anexcellent lawyer, I am sure

you can help us.

Clear: Being anexcellent lawyer, you can

surely help us.


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COURTESYCOURTESY

True courtesy involves being aware not only of theTrue courtesy involves being aware not only of the

perspective of others, but also their feelings.perspective of others, but also their feelings.

Courtesy stems from a sincere youCourtesy stems from a sincere you--attitude.attitude.

The following are suggestions for generating aThe following are suggestions for generating a

courteous tone;courteous tone;

Be sincerely tactful, thoughtful, and appreciative.Be sincerely tactful, thoughtful, and appreciative.

Use expressions that show respect.Use expressions that show respect.

Choose nondiscriminatory expressions.Choose nondiscriminatory expressions.


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Be Sincerely Tactful, Thoughtful,Be Sincerely Tactful, Thoughtful,

and Appreciativeand AppreciativeThough few people are intentionally abrupt orThough few people are intentionally abrupt or

blunt, these negative traits are a common causeblunt, these negative traits are a common causeof discourtesy.of discourtesy.

Tactless, Blunt More Tactful

Stupid letter; I cant

understand any of it.

Clearly, you didnot

read my latest fax.

Its my understanding

Sometimes my wordingis not precise; let metry

again


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Use Expressions that Show RespectUse Expressions that Show Respect

No reader wants to receive message that offend.No reader wants to receive message that offend.

You aredelinquentYou aredelinquent

You failedtoYou failedto

Contrary to your inferenceContrary to your inferenceInexcusableInexcusable

Simply nonsense

Skip Irritating ExpressionsSkip Irritating Expressions


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Choose NondiscriminatoryChoose Nondiscriminatory

ExpressionsExpressionsAnother requirement for courtesy is the use ofAnother requirement for courtesy is the use of

nondiscriminatory language that reflects equalnondiscriminatory language that reflects equal

treatment of people regardless of gender, race,treatment of people regardless of gender, race,

ethnic origin, and physical features.ethnic origin, and physical features.

Questionable More Desirable

Freshman

Manpower

Entering students; first yearstudent.

Workers;employees; work

force personnel


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CORRECTNESSCORRECTNESS

At the core of correctness is proper grammar,At the core of correctness is proper grammar,punctuation, and spelling.punctuation, and spelling.

However a message may be perfect grammaticallyHowever a message may be perfect grammaticallyand mechanically but still insult or lose aand mechanically but still insult or lose acustomer. The correctness, as applied tocustomer. The correctness, as applied tobusiness messages, also means the followingbusiness messages, also means the followingthree characteristics:three characteristics:

Use the right level of language.Use the right level of language.

Check accuracy of figures, facts, and words.Check accuracy of figures, facts, and words.

Maintain acceptable writing mechanics.Maintain acceptable writing mechanics.


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Usethe RightLevel ofLanguageUsethe RightLevel ofLanguage

Informal writing is more characteristics of businessInformal writing is more characteristics of businesswritingwritingeven more so if that writing occurs in an Eeven more so if that writing occurs in an E--mail message.mail message.

More Formal Less Formal

Participate

Procure

Endeavor

Join

Get

Try

Check Accuracy of Figures, Facts, and WordsCheck Accuracy of Figures, Facts, and WordsA good check of data is to have another person readA good check of data is to have another person readand comment on the validity of the material.and comment on the validity of the material.


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ANY QUESTIONS ?


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MANYMANYTHANKSTHANKSFOR YOURFOR YOUR

ATTENTIONATTENTION

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Seven Cs of Effective Communications 100109155151 Phpapp01