7 CS' Of Communication.ppt
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The document discusses the 7 C's of communication that are important for effective business communication: completeness, conciseness, consideration, clarity, concreteness, courtesy, and correctness. It provides guidelines and examples for each C, such as including all necessary information for completeness, eliminating unnecessary words for conciseness, focusing on the reader's perspective in a tactful manner for consideration, using simple language for clarity, being specific rather than vague for concreteness, avoiding expressions that could offend for courtesy, and maintaining proper grammar and accuracy for correctness. Mastering these 7 C's can help create effective and appropriate business messages.
7 CS' Of Communication.ppt
- 1. 7 C’s of Communication 1
- 2. 7 Cs 0F Communication • COMPLETENESS • CONCISENESS • CONSIDERATION • CLARITY • CONCRETENESS • COURTESY • CORRECTNESS 2
- 3. COMPLETENESS Business message is complete when it contains all facts that the reader or listener needs for the reaction you desire. As you strive for completeness, keep the following guidelines in mind; Provide all necessary information Answer all questions asked Give something extra when desirable 3
- 4. COMPLETENESS • Answer all questions that are asked • Give something extra when desirable • Check for five Ws & one H – Who – What – When – Where – Why and – How 4
- 5. 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. 5
- 6. Example Apply 5 W’s here in this email. Hi all, Let us meet tomorrow to discuss the product launch event. Please be there on time. Thanks Chris 6
- 7. Exercise-1 • You are the president of an industry association and have received the following inquiry from an out of town member: “I think I would like to attend my first meeting of the association, even though I am not acquainted with your city. Will you please tell me where the next meeting is being held?” • How would you reply to this letter keeping in mind Completeness of the message? 7
- 8. CONCISENESS 1. Eliminate wordy expressions 2. Include only relevant statements – be focused – Shorten & avoid long explanations – avoid gushing politeness 3. Avoid unnecessary repetitions – use short forms the second time – use pronouns 8
- 9. Eliminate Wordy Expressions Use single words in place of phrases. Even Winston Churchill made extensive use of simple, one syllable words. Example Wordy: At this time Concise: Now Wordy: Due to the fact that Concise: Because 9
- 10. CONCISE Exercise • Due to the fact that • Employed the use of • Basic fundamentals • Completely eliminate • Alternative choices • Actual experience • Connected together • Final result • Prove conclusively • In as few words as possible 10
- 11. CONCISE o Due to the fact that o Employed the use of o Basic fundamentals Completely eliminate o Alternative choices o Actual experience o Connected together o Final result o Prove conclusively o In as few words as possible o Because o Used o Fundamentals o Eliminate o Alternatives o Experience o Connected o Result o Prove o Concisely 11
- 12. Include Only Relevant Material Wordy: We hereby wish to let you know that our company is pleased with the confidence you have respond in us. 12
- 13. • Concise: We appreciate your confidence. 13
- 14. Exercise • Find single word substitutes for the phrases: With regard to about Despite the fact that although At the present writing now Is of opinion that thinks In the first place first At a rapid rate fast 14
- 15. Exercise • Rewrite the following by omitting articles, trite (worn out) expressions, wordy sentences and repetitions: 15
- 16. Exercise –contd. • At this time I am writing to you to enclose the post paid appointment for the purpose of arranging a convenient time when we might get-together for a personal interview. 16
- 17. Exercise –contd. • Will you ship us sometime, any time during the month of October , or even November if you are rushed , for November will suit us just as well , in fact a little bit better , 300 of the regular three and a half inch blue arm bands with white sewn letter in the middle . 17
- 18. CONSIDERATION Consideration means preparing every message with the message receivers in mind; try to put yourself in their place. • You are considerate • you do not lose your temper • you do not accuse and you do not charge them without facts • the thoughtful consideration is also called “you-attitude”. 18
- 19. CONSIDERATION • Focus on YOU instead of I & WE • Show reader benefit & interest • Emphasize on positive & pleasant • Apply integrity & ethics 19
- 20. Focus on “You” Instead of “I” or “We” Using “you” does help project a you-attitude. But overuse can lead to a negative reaction. 20
- 21. Show Audience Benefit or Interest in the Receiver Reader may react positively when benefits are shown them. Benefits must meet recipients: – needs – address their concerns, or – offer them rewards • Most important they must be perceived as benefits by the receivers. 21
- 22. Ex.- Write with a ‘you ‘ attitude , it shows consideration • I want to send my congratulations for -- (Congratulations to you….) • We will ship soon the goods of your order--- • We pay eight percent interest on ----- 22
- 23. Ex -Avoid negative – unpleasant words to show consideration • It is impossible to open an account for you today. • When you travel on company expense, you will not receive approval for first class fare. 23
- 24. Ex : Show reader benefit or interest • Because we have not written to you in sometime , please help us bring our record by filling and returning the other half of the card. 24
- 25. CONCRETENESS Communicating concretely means being specific, definite, and vivid rather than vague and general. Often it means using donatives (direct, explicit, often dictionary based) rather than connotative words (ideas or notions suggested by or associated with a word or phrase) 25
- 26. CONCRETENESS • Use specific facts and figures • Put action into words • Choose vivid image building words by comparison & figurative language • Use more adjectives and adverbs 26
- 27. Use Specific Facts and Figures It is desirable to be precise and concrete in both written and oral business communication. 27
- 28. Example Vague, General, Indefinite • Student GMAT scores are higher. Concrete, Precise • In 1996, the GMAT scores averaged 600; by 1997 they had risen to 610. 28
- 29. Put Action in Your Verbs Verbs can activate other words and help make your sentences alive, more vigorous. Use active rather than passive verbs. Put action in your verbs rather than nouns 29
- 30. Example • Passive : The memo was sent by the manager Active: • Passive: The scientist discovered the formula. Active: 30
- 31. Choose Vivid, Image-Building Words Business writing uses less figurative language than 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. 31
- 32. Ex- Rewrite the following in concrete form as the sentences are too general and vague • Our product has won several prizes. • These brakes stop a car within a short distance. 32
- 33. Ex: Put action into the words by using active instead of passive voice • Tests were made by us. • A full report will be sent to you by the supervisor. • Mr. Singh will give consideration to the report… 33
- 34. Ex : Use vivid image building words – adjectives and adverbs , and use less of abstract nouns • The camera has a system that gives good pictures. 34
- 35. CLARITY Getting the meaning from your head to the head of your reader (accurately) is the purpose of clarity. Of course you know it is not simple. We all carry around our own unique interpretations, ideas, experiences associated with words. 35
- 36. CLARITY • Choose short , familiar & conversational words • Construct effective sentences and paragraphs by unity of idea and sequencing • Achieve appropriate readability by using formal & informal language • Include examples, illustrations & visual aids 36
- 37. Choose precise, concrete and familiar words Unfamiliar: After our perusal of pertinent data, the conclusion is that a lucrative market exists for the subject property. 37
- 38. Choose precise, concrete and familiar words Unfamiliar: After our perusal of pertinent data, the conclusion is that a lucrative market exists for the subject property. Familiar: The data we studies show that your property is profitable and in high demand. 38
- 39. At the core of clarity is the sentences. This grammatical statement, when clearly expressed, moves thoughts within a paragraph. Important characteristics to consider are: – Length – Unity – Coherence – Emphasis Construct Effective Sentences and Paragraphs 39
- 40. Ex : Use simple words • Subsequent • Accede • Endeavour • Supersede • Disclose 40
- 41. Ex : Use simple words • Subsequent later • Accede agree • Endeavour try • Supersede replace • Disclose show 41
- 42. COURTESY True courtesy involves being aware not only of the perspective of others, but also their feelings. Courtesy stems from a sincere you- attitude. 42
- 43. COURTESY The following are suggestions for generating a courteous tone; • Be sincere , tactful, thoughtful and appreciative • Omit expressions that hurt , irritate, or insult • Grant apologies graciously 43
- 44. Be Sincerely Tactful, Thoughtful, and Appreciative Though few people are intentionally abrupt or blunt, these negative traits are a common cause of discourtesy. Tactless, Blunt More Tactful Stupid letter; I can’t understand any of it. Clearly, you did not read my latest fax. It’s my understanding… Sometimes my wording is not precise; let me try again 44
- 45. Use Expressions that Show Respect No reader wants to receive message that offend. You are offending You failed to Contrary to your inference Inexcusable Simply nonsense Skip Irritating Expressions 45
- 46. Activity • Bring courtesy in the following text: Hey man, what’s this I hear about the good news? You sure pulled a fast one this past weekend-and then didn’t tell any of us about it. Give my regards to the little lady. And wish her the best; she’ll need it. 46
- 47. More courteous Warm congratulations on your wedding! Well, you certainly took us by surprise. In fact, just a few of us even suspected you were taking off to get married. But even though we did not hear about it, we wish you the best. Give our warm regards to your new partner. 47
- 48. Choose Nondiscriminatory Expressions Another requirement for courtesy is the use of nondiscriminatory language that reflects equal treatment of people regardless of gender, race, ethnic origin, and physical features. 48
- 49. Terms: “Man” words • Freshman New student, Entering student • Manpower Workers, Employees • Man-made Constructed, Manufactured, Built • Chairman Chairperson, Chair 49
- 50. Singular pronouns • Anyone who comes to the class late will get his grade reduced. • Each manager has an assigned parking place. He should park his car………. 50
- 51. Names • Treat each gender with respect. Examples: • Ted Aprill and Ruth Ted and Ruth Aprill • Mrs Aprill and Ted Ms. Aprill and Mr. Aprill 51
- 52. Titles • Mr. • Miss • Mrs. • Ms 52
- 53. Ex : Show courtesy by avoiding tactless & blunt language • Your letter is not clear at all: • Obviously, if you would read your policy carefully you will be able to answer these questions yourself. 53
- 54. Ex : Use gender friendly substitutes • The best man for the job • Manpower • Salesman • Chairman 54
- 55. CORRECTNESS At the core of correctness is proper grammar, punctuation, and spelling. However a message may be perfect grammatically and mechanically but still insult or lose a customer. 55
- 56. CORRECTNESS • Use the right level of language • Check accuracy of facts, figures and words • Maintain acceptable writing mechanics • Choose non discriminatory language • Use parallel language 56
- 57. The right level of language, accuracy, and acceptable mechanics • Select the right level of language for your communication either formal or informal. • Realize that formal language is most often used in business communication. • Check for correct figures, facts, and words. • Apply the principles of accepted mechanics to your writing. 57
- 58. Use the Right Level of Language • Formal and Less Formal Language More Formal Less Formal Participate Procure Endeavor Join Get Try Check Accuracy of Figures, Facts, and Words A good check of data is to have another person read and comment on the validity of the material. 58
- 59. Few tips for effective verbal messages • Be direct • Consider your audience • Be clear • Watch your non- verbal signals • Pay attention to the receivers • Repeat when needed • Communicate bit by bit • Use varying techniques • Auditory/Visual/Kine sthetic 59
- 60. Summary • What is Business writing? • Types? • 7 Cs of Communication – COMPLETENESS – CONCISENESS – CONSIDERATION – CLARITY – CONCRETENESS – COURTESY – CORRECTNESS 60