cs -lecture_4

Communication SkillsSession : 4

Conditions for Effective Communication

What is Effective Communication?

• The message is properly understood by the receiver

• The purpose of the sender is fully

achieved• The sender and receiver of the message

remain linked through feedback

Five Rules of Communication Keith Davis Approach

Receive

Understand

AcceptUse

Give Feedback

Sender

Ten Commandments – AMA Approach

• Clarify idea before communication• Purpose – Why?• Understand Physical & Human Environment of

Communication• Consult Others in Planning Communication• Prepare – Contents & Overtones• Understand the Value • Follow – Up Action• Understand Importance• Action / Communication Congruency• Good Listening

Seven Cs of Communication – Francis J Bergin’s Approach

Candidness or Consideration

Completeness

Conciseness

Correctness

Concreteness

Courtesy

Clarity

Focus on “You”, not “I” or “We”

Use Familiar & Accurate Words

Provide All Necessary Information

Avoid Wordy Expression & Repetition

Use the Right Lovely Words

Avoid Using Vague Words

Be Thoughtful, Tactful & Appreciative

Seven Cs of Communication – An Illustration

Candidness

“I am delighted to announce that we will be extending hours to enable the students to clarify their problems with the help of faculty members present in extra hours“

“You will be able to clarify your problems with the help of your teachers in extended teaching hours“

Seven Cs of Communication – An Illustration

Candidness

“You failed to enclose your cheque of fees with envelope“

“The cheque was not enclosed“

“The envelope we received did not have a cheque in it“

You Attitude – An Exercise

“I have negotiated an agreement with Apex Rent-a-car that gives you a discount on rental cars“

“As an employee of this organization you can now………….. “

“We provide health Insurance to all employees “

“You receive health insurance as a full time P&G employee“

“You made no allowance for inflation in your estimate“

“No allowance for inflation has……… ““The estimate makes no allowance……..”

You Attitude – An Exercise

“We have failed to finish taking Inventory“

“We haven't finished taking inventory““We will be finished taking Inventory by Friday”

“We will not allow you to charge more than $1500 on your Visa card“

“You may charge up to……………………………

“A one year Subscription to the magazine costs $49.97. this rate is not as low as some of the other magazines“

“A one year Subscription to the magazine costs $49.97“

Seven Cs of Communication – An Illustration

Clarity

Seven Cs of Communication – An Illustration

Completeness

“I keep six honest serving-men(They taught me all I knew);

Their names are What and Why

and When And How and

Where and Who”

Rudyard Kipling

Seven Cs of Communication – An Illustration

Conciseness

Seven Cs of Communication – An Illustration

Correctness'

Seven Cs of Communication – An Illustration

Concreteness

Student GMAT Scores are higher

Concreteness – An Illustration

In 2008, the GMAT Scores were averaged ….. In 2009, they had risen by

Indian economy has grown since before

India is the 4th largest economy of the world after US, China and Japan

Use more active voice

Put an action in verbs, not in nouns

Concreteness – An Illustration

The function of this office is the collection of payments and the compilation of statements

This office collects ……….

Forceful, sensory appeal, comparisons, well chosen adjectives

Choose vivid image building words

Seven Cs of Communication – An Illustration

Courtesy

Four S’ of Communication – Francis J Bergin’s Approach

Shortness

Strength

Sincerity

Simplicity

Increases Readability

Reveals clarity of thought

Convinces

Appeals

KISS Principal of Communication – Keep it Short & Sweet