the seven c’s of effective communication-9724949948
TRANSCRIPT
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 1/32
CHAPTER 2.
The Seven C’s of Effective
Communication
pRiNcE
Dudhatra-+
91972494
9948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 2/32
SEVEN C’S
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness5. Clarity
6. Courtesy
7. Correctness
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 3/32
ALL SEVEN C’S CAN APPLY TO BOTHORAL AND WRITTENCOMMUNICATION
COMPLETENESS:
Message receivers-either listeners or readers desirecomplete information to their questions.
Completeness offers numerous benefits
First: complete messages are more likely to bring thedesired results without the expense of additionalmessages.
Second: they can do better job of building goodwill.
Third: complete messages can help avert costlylawsuits that may result if important information is
missing.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 4/32
KEEP THE FOLLOWING GUIDELINES IN
MIND:
Provide all necessary information:
Answering the five W’s helps make messages clear:
who, what, when, where, and why.
Answer all questions asked:Look for questions: some may even appear buried within
a paragraph. Locate them and then answer precisely.
Give something extra, when desirable:
use your good judgment in offering additional material if the sender’s message was incomplete.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 5/32
CONCISENESS
conciseness is saying what you have to say in thefewest possible words without sacrificing the otherC qualities.
Conciseness contributes to emphasis; by eliminatingunnecessary words, you let important ideas standout.
To achieve conciseness, observe the followingsuggestions:
Eliminate wordy expressions.
Include only relevant material.
Avoid unnecessary repetition.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 6/32
Eliminate wordy expressions.
Use single – word substitutes instead of phrases.
1. Wordy: At this time
Concise: Now
2.Wordy: Due to the fact thatConcise: Because
3. Wordy: We hereby wish to let you know thatour company is pleased with confidence you havereposed in us.
Concise: We appreciate your confidence.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 7/32
Include only Relevant Material:
The effective, concise message should omit notonly unnecessarily wordy expressions but alsoirrelevant statements.
Observe the following suggestions:
1. Stick to the purpose of the message.
2. Delete irrelevant words and rambling sentences.
3. Omit information obvious to the receiver.
4. Avoid long introductions, unnecessaryexplanations, excessive adjectives andprepositions, pompous words, gushy politeness.
5. Get to the important point tactfully and concisely.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 8/32
Avoid unnecessary Repetition:
When the same thing is said two or threetimes without reason, the message becomeswordy and boring.
Three ways to eliminate unnecessaryrepetition:
1. Use a shorter name after you havementioned the long one once.
2. Use pronouns or initials rather than repeatlong names.
3. Cut out all needles repetition of phrases andsentences.
pRiNcE
D
u dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 9/32
For example: Wordy: Will you ship us sometime, anytime during
the month of October would be fine, or evenNovember if you rushed (November would suit us justas well in fact a little bit better) 300 of the regular 3-
by 15-inch blue felt armbands with white sewn lettersin the center.
Thank you in advance for sending these along to usby parcel post and not express as express, is tooexpensive.
Concise: Please ship parcel post, before the end of November 300 regular 3-by 15-inch blue feltarmbands with white sewn letters in the center.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 10/32
CONSIDERATION
Means preparing every message with themessage receives in mind; try to put yourself in their place:
Three specific ways to indicate considerationare:
Focus on “you” instead of “I” and “We”.
Show audience benefit or interest in thereceiver.
Emphasize positive, pleasant facts.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 11/32
CONCRETENESS
Communication concretely means beingspecific, definite, and vivid rather than vagueand general.
Misunderstandings of words have producedtragedies in both war and peace, in businessand non business situations.
The following guidelines should help youcompose concrete, convincing
messages: Use specific facts and figures.
Put actions in your verbs.
Choose vivid, image-building words.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 12/32
USE SPECIFIC FACTS AND FIGURES:
Whenever possible, use an exact, precisestatement or a figure in place of a generalword to make your message more concrete.
Vague, General,Vague, General,IndefiniteIndefinite
Concrete, preciseConcrete, precise
Student GMAT scores arehigher.
In 1996 the GMAT scoresaveraged 600;by 1997they had risen to 610.
She’s a brain Her grade-point averagein 1996 was 3.9 on a four-point scale.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 13/32
PUT ACTIONS IN YOUR VERBS
Verbs can activate other words and helpmake your sentences alive, more vigourous.
Use active rather than passive verbs
Put action in your verbs rather than in nounsand infinitives.
Use the Active Voice
Passive (Subject Receivesthe action)
Active (Subject Performsthe action)
The tests were administeredby the professors.
Professors administered thetests.
Grades of students will besent to you by the school.
The school will send studentstheir grades.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 14/32
ACTIVE WORDS MAKE YOURSENTENCES MORE
Specific – “The dean decided” is moreexplicit than “A decision has been made.”
Personal – “You will note” – personal
“ it will be noted” – Impersonal Concise – “Figure shows”
“It is shown by figures”
Emphatic – “The students held a contest”
“A contest was held by thestudents.”
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 15/32
PUT ACTIONS IN VERBS, NOT INNOUNS
Seven verbs- be, give, have, hold, make, put, andtake-(in any tense) might be designated as “deadly”when the action they introduce is hidden in a “quietnoun.”
The examples below show how much each deadlyverb with the noun and preposition (all underlined)can be changed into an action verb that shortens thesentence.Action hiding in a
“Quiet” NounAction in the Verb
The proposal has a
requirement for…….
The proposal requires
that……
Students held themeeting in the office.
Students met in theoffice.
Professor X. will giveconsideration to the
report.
Professor X. will considerthe report.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 16/32
CHOOSE VIVID, IMAGE-BUILDINGWORDS
Business writing uses less figurative language thandoes the world of fiction.
Sensory Appeal: Concrete language often evokes asensory response in people; it appeals to one or more
of the five senses. Comparisons: Analogies or comparison can make an
unclear idea clear or make an idea more vivid.
Bland Image More Vivid Image
Proposals submitted this quarter
were uninteresting.
Too many simple sentences, too
many simplistic ideas gave theimpression of the writing of afirst student.
This is a long letter This is three times as long as yousaid it would be.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 17/32
Figurative Language
Use figures of speech with caution.
Literal(and Dull) More Vivid, Figurative
Her work in groups wasexemplary.
She could be called “thespark plug of the group.”
Some women were stoppedin their promotions.
Many women faced the“glass ceiling” in theircompany.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 18/32
CLARITY
Getting the meaning from your head of yourreader – accurately – is the purpose of Clarity.
Choose precise, concrete and familiar words.
Construct effective sentences andparagraphs.
When in doubt, use more familiar words;audiences will understand them better.
Familiar Pretentions
about Circaafter Subsequent
home domicile
For example e.g.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 19/32
CONSTRUCT EFFECTIVE SENTENCESAND PARAGRAPHS:
Length: Sentence should between 17 10 20words.
Unity: In a sentence-whether simple,compound, or complex-you have one mainidea, and any other ideas in the sentencemust be closely related to it.
Coherence: In a coherent sentence the wordsare correctly arranged so that the ideas
clearly express the intended meaning.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 20/32
EMPHASIS
Most often, put main ideas up front within asentence.
The quality that gives force to importantparts of sentences and paragraphs isemphasis.
In a complex sentence the main idea shouldbe placed in the main clause; the lessimportant points are in
subordinate(dependent) clauses or phrases.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 21/32
FOR INSTANCE:
Little emphasis: The airplane finallyapproached the speed of sound, and itbecame very difficult to control.
Better emphasis: As it finally approached thespeed of sound, the airplane became verydifficult to control.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 22/32
COURTESY:
True courtesy involves being aware not onlyof the perspective of others, but also their
feelings.
It is not merely politeness with mechanicalinsertions of “please” and “thank you”,
although applying socially accepted mannersis a form of courtesy.
pRiNcE
Du
dhatra-+
919724949
948
THE FOLLOWING ARE SUGGESTIONS
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 23/32
THE FOLLOWING ARE SUGGESTIONSFOR GENERATING A COURTEOUSTONE:
Be sincerely tactful, thoughtful, andappreciative.
Use expressions that show respect. Choose nondiscriminatory expressions.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 24/32
BE SINCERELY TACTFUL,THOUGHTFUL, AND APPRECIATIVE
Tact: Though few people are intentionallyabrupt or blunt, these negative traits are acommon cause of discourtesy.
Tactless, Blunt More TactfulClearly, you did not readmy latest fax.
Sometimes my wording isnot precise; let me tryagain.
I rewrote that letter threetimes; the point was clear.
I’m sorry the point wasnot clear; here is anotherversion.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 25/32
THOUGHTFULNESS ANDAPPRECIATION:
Writers who send cordial, courteousmessages of deserved congratulations andappreciation help build goodwill.
Be especially thoughtful and courteous whencommunicating with Asian cultures; they likethe soft, more polite approach in both oraland written communication.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 26/32
USE EXPRESSIONS THAT SHOWRESPECT
No reader wants to receive message thatoffend.
Such questions are discussed in two groups:irritating expressions and questionable
humor. Omit irritating expressions:
Avoid these expressions particularly usedwith “you” or “your”.
I do not agree with you
Surely you don’t expect
You did not tell usYou leave us no choice
Your complaint
Your failure
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 27/32
OMIT QUESTIONABLE HUMOR:
Laughter to one person is disgust foranother; each of us has a different sense of humor. When in doubt be more formal.
Informal notes:
Note 1. Offensive: hey man, what I hearabout the good news? You sure pulled a fastone this past weekend-and then didn’t tellany of us about it.
Note 2. More Courteous:Warm congratulations on your wedding!
Well, you certainly took us by surprise. Infact, just a few of us even suspected you
were talking off to get married.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 28/32
CHOOSE NONDISCRIMINATORYEXPRESSIONS
Use of nondiscriminatory language thatreflect equal treatment of people regardlessof gender, race, ethnic origin, and physicalfeatures.
“Man” wordsIn western culture there is more concern
than in other cultures about using the termman.
Questionable More desirable
Freshman Entering students ; first yearstudents
Manpower Workers; employees:; workforce; personnel
Man-made Manufactured; constructedbuilt
The best man for the position The best person; the best
candidate for the position.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 29/32
SINGULAR PRONOUNS
English lacks a neuter singular pronounsignifying “he” or “she”.
The trend today is to avoid using he, him,and his, when referring to the hypothetical
person or humanity in general.
Questionable More Desirable
Anyone who comes toclass late will get his
grade reduced
Students who come lateto class will have their
grade reduced.“You guys should all beconcerned about theissue”
Both men and women, allof you should beconcerned about theissue.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 30/32
CORRECTNESS
At the core of correctness is proper grammar,punctuation, and spelling.
The term correctness, as applied to businessmessages, also means the following three
characteristics:
Use the right level of language.
Check accuracy of figure, facts and words.
Maintain acceptable writing mechanics.
pRiNcE
Du
dhatra-+
919724949
948
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 31/32
USE THE RIGHT LEVEL LANGUAGE
More Formal Less Formal
Participate Join
Procure GetEndeavour Try
Ascertain Find out
Deem Think (believe)
edifice Building
pRiNcE
Du
dhatra-+
919724949
948
CHECK ACCURACY OF FIGURE FACTS
8/7/2019 The Seven C’s of Effective Communication-9724949948
http://slidepdf.com/reader/full/the-seven-cs-of-effective-communication-9724949948 32/32
CHECK ACCURACY OF FIGURE, FACTSAND WORDS.
A good check of your data is to have another
person read and comment on the validity of the material.
Figures and Facts:
1. Verify your statistical data.
2. Double-check your totals.
3. Avoid guessing at laws that have an impacton you, the sender, and your messagereceiver.
pRiNcE
Du
dhatra-+
919724949
948