7 c's of effective communication - business communication course
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7 Cs for Effective Communication
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Seven Cs of Communication
The "7 Cs of Communication" is a list, first provided by
Cutlipand Centerin 1952 in Effective Public Relations
1. Completeness
2. Conciseness
3. Consideration4. Concreteness
5. Courtesy
6. Clearness
7. Correctness3
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1. COMPLETENESS
Your business message is
complete when it
contains all the facts the
reader or listener needs
for the reaction you
desire. Remember that
communicators differ in
their mental filters; they
are influenced by their --->
Backgrounds
Viewpoints Needs
Experiences
Attitudes Status
Emotions
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To get desired results For building goodwill
To help avert costly lawsuits
Reasons
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a.Answer all the questions asked
If you have no information, say NO If you have unfavorable information, reply with tact
and honesty
List the needed details before answering the inquiry
B. Give something extra, when desirable
Sometimes write more to the sender. May be they
dontknow what they want
Guidelines
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Incomplete
Thank you for the
confidence you haveshown us by the
account you recently
opened.
Complete
Thank you for the
confidence you haveshown in First Federal
by the savings account
you recently opened.
Our goal is to make allour services to you
both pleasant and
helpful.
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2. CONCISENESS
Conciseness means to convey themessage by using fewest words.
Conciseness is the prerequisite to effectivebusiness communication.
As you know that business people havevery short time. Hence a concise messagesave the time and expenses for both theparties.
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Wordy
at this time
date of the policy
in most cases
in order to
in some cases
due to the fact that
for the reason that
from the point of view of
Concise
now
policy date
usually
to
sometimes
because
because
as
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Exercise
Wordy: She bought desks that are of the
executive type.
Concise: She bought executive-type desks.
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Stick to the purpose of the message
Prune irrelevant words and rambling sentences
Omit information obvious to the receiver
Avoid long introductions, unnecessary explanations
Get to the important point tactfully and concisely
Wordy: We hereby wish to let you know that we fully
appreciate the confidence you have reposed in us. [18
words]
Concise: We appreciate your confidence in us.[6 words]
Inclusion of Relevant Statements
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Avoid Unnecessary Repetition
Cut out all needless repetition of phrases and sentences
Wordy: Will you ship us sometime, anytime during themonth of October, or even November if you are rushed,
for November would suit us just as well, in fact a little
better, 300 of the regular 3_ by 15_inch blue felt
armbands with white sewn letters in the center. [49 words]
Concise: Please ship parcel post, before the end of
November, 300 regular 3- by 15- inch blue felt armbands
with white sewn letters in the center. [25 words]
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3. CONSIDERATION
Emphasize positive, pleasant facts
Apply integrity and ethics
Apply integrity with persons outside the organization
Let your receiver know you are doing something for
their interests
Focus on youinstead of Iand We
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We-Attitude
I want to send my
congratulations for
We pay 8% interest on
May Itake this opportunity to
express my thanks for the
account you really opened
with our store. We arepleased to furnish a wide
variety of products for the
home or individual
customers.
You-Attitude
Congratulations to you on
your
You earn 8% interest on
Thank youfor the account
you recently opened at
Bekinsons. Serving you
with your needs forclothing and home
furnishings is a pleasure.
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4. CONCRETENESS
Use specific facts and figures
Whenever you can, substitute an exact statement or a figure
for a general word to make your message more concrete andconvincing.
Put Action in your Verbs
Use Active versus Passive voice; use Actions in Verbs, not in
Nouns.
Choose vivid, image-building words
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General
This computer
reproduces
campaign lettersfast.
These brakes stop
a car within a shortdistance.
Concrete
This computer types 400
personalized 150-word
campaign letters in onehour.
These Goodson power
brakes stop a 2-ton cartraveling 60-miles an
hour, within 240 feet.
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Passive
Tests were made by us.
A full report will be sent
to you by the supervisor.
These figures are
checked by the research
department.
Active
We made tests.
The supervisor will send
you a full report.
The research department
checks these figures.
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Colorless
The camera has a
system that gives yougood pictures.
Vivid
The SONY camera
has a UNIQUELYprecise metering
system that assures
you PROPERLY
exposed, true-colorpictures.
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5. COURTESY
Be tactful instead of blunt and show
thoughtfulness and appreciative efforts.
Omit expressions that Irritate, Hurt, Belittle.
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Tactless
Your letter is not clear at
all; I cantunderstand it.
Obviously, if youd read
your policy carefully,
youd be able to answer
these questions yourself.
Tactful
If I understand your letter
correctly
Sometimes policy wording
is a little hard to
understand. I am glad to
clear up these questionsfor you.
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6. CLARITY
Choose short, familiar, conversational words.
Choose effective sentences, paragraphs and topicsentence to express main idea.
Include examples, Illustrations and other visual aids
when desirable.
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Unfamiliar
After our perusal of
pertinent data the
conclusion is that alucrative market exists
for the subject property.
Familiar
The data we studied
show that your property is
profitable and in highdemand.
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7. CORRECTNESS
Use right level of language, that is, Formal Language
Check accuracy of figures and facts
Maintain acceptable writing mechanics
Refer Dictionary
Use computerized speller
Double check for any careless omissions
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Formal
Anticipate
Endeavor
Interrogate
Utilize
Informal
Expect
Try
Ask
Use
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Questions (if any)