case study on 7c's of communication

8/13/2019 Case Study on 7c's of Communication

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Case Study on 7 Cs of EffectiveCommunication

Submitted By: ________ ________

Class: FY BSc. (IT)-A

Submitted To: Miss/Sir ________

Subject: Professional Communication Skills


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Index Introduction 3

Completeness 4

Conciseness 5

Consideration 6

Concreteness 7

Clarity 8

Courtesy 9

Correctness 10


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Introduction Effective Communication means making people understand our meaning and making them reply in

terms that move the exchange of ideas forward. Communication is heavily based on senders orreceivers attitude. Things to be kept in mind while trying to have an effective communication are:

Be clear in your own mind about what you want to communicate. Deliver the message concisely. Ensure that the message has been clearly and correctly understood

The 7cs of effective communication are as follows:

1. Completeness2. Conciseness3. Consideration4. Concreteness5. Clarity6. Courtesy7. Correctness

Each of the above mentioned C quality is discussed in wider aspect in next pages. Our attitudetowards others greatly influences our communication style. Some important points to be kept in ourmind while trying to have an effective communication:

Give full attention to people while they are talking to you. Encourage other people to talk, and ask appropriate questions. Present your ideas so that others are receptive to your point of view. Treat people fairly and let others know how you want to be treated. Value teamwork and know how to build cooperation and commitment. Show respect for peoples ideas and feelings, e ven when you disagree with them. Accept differences and conflict as a normal part of any work environment, and know how to

address them constructively. Strive to understand other people and to be empathetic i.e. try to understand other person.

Be open to negative feedback, and communicate difficult truths in a respectful way. Be able to easily win peoples trust and respect. Check to make sure you have understood what other people are trying to communicate. Be confident and at ease giving a presentation. Avoid making absolutist judgments about people (e.g . He/she is always that way.) Follow through on your commitments. Be able to work with people you having difficulties with without becoming negatively

yourself.


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1. Completeness

Every communication must be complete and adequate. Incomplete messages keep the receiverguessing, create misunderstanding and delay actions. Every person should, therefore, be providedwith all the required facts and figures. It also helps in building goodwill and a sense of concern forother party as both the reader and sender may have different background, culture, viewpoint, needsand experience. Completeness comprises of the following points to be kept in mind

a) Providing all necessary information: It means to provide entire information keeping in mind thereaders point of view for their better understanding. It can be done by answering all WHquestions i.e. who, what, when, where, why and other essentials like how?

b) Answer All Questions Asked: A reply or reaction to an incomplete reply is most likely to beunfavorable. Not answering all the questions builds an image of being careless or trying to hidesome weak spots, leading to question on our honesty.

c) Give Something Extra, When Desirable: It refers to providing some extra information related tothe question asked by the opposite party. Giving a satisfactory reply is the main issue whichwould attract the opposite party for an interaction. For example if a new member in your societywants to know about the place where the next meeting will be held. So your reply should notonly consist of the place where the meeting would be held, it should also consist of otherinformation relevant to the meeting like at what time, where, when, objective behind themeeting should be mentioned and an invitation to him in the end will make the reader moreeager to attend the meeting

Example:

Incomplete letter to a new savings depositor:

Thank you for the confidence you have shown us by the account you recently opened. All

our facilities are at your disposal, and anytime we can be of service, please call on us. Ourappreciation is best expressed by our service being of to you.

Revised, complete letter to the new savings depositor:

Thank you for the confidence you have shown in us by opening the savings account. Our

goal is to make all our services available to you both helpful and pleasant. Your accountoffers you the following benefits:

YOUR PASSBOOK DEPOSITS EARN 7% interest compounded half-yearly

BETTER-THEN-CHECKING facility helps you make online transactions and even 24 hourATM

(Automatic Teller Machine) facility

You are most welcome to come in whenever we can assist you. Please consider thisassociation as your financial head-quarters for your savings and borrowing needs. Waiting

eagerly to see you in our premises


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2. Conciseness

Conciseness refers to saying whatever we want in fewest in possible words without sacrificing theother C qualities. A concise message saves time and expense for both sender and receiver.Conciseness refers to elimination of unnecessary words and inclusion of interesting topics for therecipients. Conciseness comprises of following points to be kept in minda) Eliminating wordy expressions:It refers to replacing of long wordy expressions by shorter terms of same meaning and avoidingoverusing empty phrases and limiting the use of passive voice

Example:Wordy: At this timeConcise: Now

Wordy: She bought desk that are of executive typeConcise: She bought executive-type desks

b) Include only relevant material:The effective message should not only omit unnecessary word expression but also irrelevantmaterial. It can be done in the following manner

1. Stick to the purpose of the message.2. Delete irrelevant words and rambling sentences3. Avoid long introductions, unnecessary explanation, excessive adjective4. Omit obvious information to the receiver

Example:

Wordy: We hereby wish to let you know that our company is pleased with the confidenceyou have reposed in us.Concise: We appreciate your confidence.

c) Avoid unnecessary repetition:Sometimes repetition is necessary for emphasis but when same thing is repeated two or three timeswithout any reason the message becomes wordy and boring. These can be done by sticking to thefollowing points.1. Use of shorter name i.e. for example if once you have mentioned Gonsalo Garcia College once,you can write GG College instead of such a long name.2. Use pronouns or acronyms or initials rather than repeating long names i.e. for example you should

write ICC instead of writing INTERNATIONAL CRICKET COUNCIL again and again.3. Cut out all needless expressions and repetition of phrases of sentences.


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4. Concreteness Concreteness refers to being more specific, definite, and vivid rather than and general and

repetitive. The main benefit of being concrete is obvious that the receiver knows exactly what isrequired or desired. The other benefit of being concrete is that the reply might be in the same waythat may be interrupted by you as the receiver. Concreteness comprises of the following points to bekept in mind:

a) Using specific facts and figures:

Whenever possible use specific, exact, precise statement or figure instead of general words whichhelps in making your message more concrete

Examples:

No. General, Indefinite Concrete, Precise1 Shes a brain. Her percentage have increased from 84% in S.S.C

to 88% in H.S.C.2 Eastern Europe is making progress in obtaining

investmentsIn 1990 investments in Eastern Europe were aboutUS $30 million; today that figure has increased by12%But sometimes when you dont know the exactfigures and want to be concrete you can write ashalf the committee was present

b) Put Action in your verbs:

Verbs can bring your concreteness back to being alive and more dynamic. Use of verbs, especiallythe active verbs, makes your sentence more Specific, Personal and Concise. Even the passive verbsare more useful sometimes when you want to avoid any personal or accusing comments.

Examples:

1) The Principal Has decided is more specific then A decision has been made.

2) You will note is both personal and specific than It will be noted.

c) Selection of more vivid and image-building words:

This section refers to the use of language or words which are capable of creating an atmosphere inthe mind of the reader that he imagines himself, being, in that situation rather than using wordswhich would bounce over the gray matter. The inclusion of vivid words also helps in creating ascenario that the writer or speaker has a wider scope of imagination instead having an image ofsticking to the basics.


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5. Clarity Getting the meaning from your head to the readers head accurately is the purpose of clarity. Of

course, you know it is not simple. We all carry around our own unique interpretations, ideas,thinking, experiences associated with the words .Clarity comprises of the following points to be keptin mind:

a) Selection of precise, concrete and clear words:

Clarity is achieved in part through a balance between precise words and familiar words. Although itis appropriate to use technical terms and business jargons in professional institutions, but they needto be avoided when communicating with a person who is not acquainted with the terminology.

No Possibly unfamiliar Familiar to the layperson

1 Assessed valuation Property value for tax purposes2 Charge to your principal (banking) Increase the balance of your loan3 Buyouts Purchase by other company4 People plying on skywalks People moving on over bridge

b) Constructing effective sentences and paragraphs:

In this, important characteristics to consider are length, unity and coherence.

1) Length: Generally short sentences are preferred, the suggested average sentence

length should be about 17-20 words because longer sentences may cause lack ofconcentration in sentences.2) Unity: In a sentence whether it is simple, compound or complex the link i.e. the

unity matters which means to have one main idea traveling through the entireconversation. Every sentence or word must be closely related to each other.

c) Coherence:

Coherence in sentences means the words should be correctly placed or arranged so that ideasclearly reflect the intended meaning.

Emphasis: It refers to the quality that gives force to important parts of the sentences and

paragraphs. The writer must know when and where the emphasis is required which helps inmaking the letter more clear along with other C qualities.


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6. Courtesy True courtesy involves being aware not only of the perspective of others but also their feelings. It is

merely politeness and mechanical insertions of please and thank -you . Courtesy comprises of thefollowing points to be kept in mind:

a) Being sincerely tactful, thoughtful and appreciative:

1) Tact: Though few people are intentionally waiting for someone to argue, so being tactfulavoids any cause of discourtesy and avoiding any negative feedback from the sender.

Example:

Clearly, you did not read my latest fax can be written as Sometimes my wordings are not precise;

let me try again.

2) Thoughtfulness and Appreciation: It means bringing a thought in the entireconversation and appreciating the reply from the other party.

b) Use expressions showing respect:

No reader wants to receive message that offends. This can be done by eliminating irritating expressions and Questionable humor because humor to one person may be disgust for another aseveryone has different sense of humor.

c) Choose nondiscriminatory expressions:

Another requirement for courtesy is the use of nondiscriminatory language that reflects equaltreatment of people regardless of their gender, race, age and physical features. Some of theexamples are given below

No Questionable More desirable1 Each customer will have the new changes

noted on his billCustomers will have the changes noted on their bill.

2 Our criteria are firm; he is to be a scholar,he is to be a good teacher.

Our criteria suggest he or she is supposed to be a scholarand a good teacher.


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case study on 7c's of communication

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