BUSINESS BUSINESS COMMUNICATIONCOMMUNICATION

THE SEVEN C’s OF THE SEVEN C’s OF EFFECTIVEEFFECTIVE

COMMUNICATIONCOMMUNICATION

THE SEVEN C’sTHE SEVEN C’s

CompletenessCompleteness ConcisenessConciseness ConsiderationConsideration ConcretenessConcreteness ClarityClarity CourtesyCourtesy CorrectnessCorrectness

COMPLETENESSCOMPLETENESS

Business message is complete when it Business message is complete when it contains all facts the reader or listener contains all facts the reader or listener needs for the reaction you desire.needs for the reaction you desire.

As you strive for completeness, keep the As you strive for completeness, keep the following guidelines in mind;following guidelines in mind;

Provide all necessary information.Provide all necessary information. Answer all questions asked.Answer all questions asked. Give something extra when desirable.Give something extra when desirable.

Provide All Necessary Provide All Necessary InformationInformation

Answering the five W’s helps make messages Answering the five W’s helps make messages clear: Who, What, When, Where, and Why.clear: Who, What, When, Where, and Why.

Answer All Questions AskedAnswer All Questions AskedLook for questions: some may even appear Look for questions: some may even appear

buried within a paragraph. Locate them buried within a paragraph. Locate them and then answer precisely.and then answer precisely.Give Something Extra, When Give Something Extra, When

DesirableDesirableUse your good judgment in offering Use your good judgment in offering

additional material if the sender’s additional material if the sender’s message was incomplete.message was incomplete.

CONCISENESSCONCISENESS

Conciseness is saying what you want to Conciseness is saying what you want to say in the fewest possible words say in the fewest possible words without sacrificing the other C without sacrificing the other C qualities. A concise message is qualities. A concise message is complete without being wordy.complete without being wordy.

To achieve conciseness, observe the To achieve conciseness, observe the following suggestions;following suggestions;

Eliminate wordy expressions.Eliminate wordy expressions. Include only relevant material.Include only relevant material. Avoid unnecessary repetition.Avoid unnecessary repetition.

Eliminate Wordy Eliminate Wordy ExpressionsExpressions

Use single words in place of phrases. Even Use single words in place of phrases. Even Winston Churchill made extensive use of Winston Churchill made extensive use of simple, one syllable words.simple, one syllable words.

ExampleWordy: At this timeConcise: Now

Wordy: Due to the fact thatConcise: Because

Include Only Relevant Include Only Relevant MaterialMaterial

Wordy: We hereby wish to let you know Wordy: We hereby wish to let you know that our company is pleased with the that our company is pleased with the confidence you have respond in us.confidence you have respond in us.

Concise: We appreciate your confidence.Concise: We appreciate your confidence.

ExamplExample;e;

CONSIDERATIONCONSIDERATIONConsideration means preparing every Consideration means preparing every

message with the message receivers in message with the message receivers in mind; try to put yourself in their place. mind; try to put yourself in their place. You are considerate, you do not lose your You are considerate, you do not lose your temper, you do not accuse and you do not temper, you do not accuse and you do not charge them without facts. the thoughtful charge them without facts. the thoughtful consideration is also called “you-attitude”.consideration is also called “you-attitude”.

Focus on “You” instead of “I” and “We”.Focus on “You” instead of “I” and “We”. Show audience benefit or interest in the Show audience benefit or interest in the

receiver.receiver. Emphasize positive, pleasant facts.Emphasize positive, pleasant facts.

Focus on “You” Instead of Focus on “You” Instead of “I” or “We”“I” or “We”

Using “you” does help project a you-attitude. Using “you” does help project a you-attitude. But overuse can lead to a negative reaction.But overuse can lead to a negative reaction.

ExampleExampleWe-Attitude: I Am delighted to announce that we will be extending our hours to make shopping more convenient.

You-Attitude: You will be able to shop evenings with the extended hours.

Show Audience Benefit or Show Audience Benefit or Interest in the ReceiverInterest in the Receiver

Reader may react positively when Reader may react positively when benefits are shown them. Benefits benefits are shown them. Benefits must meet recipients needs, address must meet recipients needs, address their concerns, or offer them their concerns, or offer them rewards. Most important they must rewards. Most important they must be perceived as benefits by the be perceived as benefits by the receivers.receivers.

CONCRETENESSCONCRETENESSCommunicating concretely means being Communicating concretely means being

specific, definite, and vivid rather than specific, definite, and vivid rather than vague and general. vague and general.

The following guidelines should help you The following guidelines should help you compose concrete, convincing message;compose concrete, convincing message;

Use specific facts and figures.Use specific facts and figures. Put action in your verbs.Put action in your verbs. Choose vivid, image building words.Choose vivid, image building words.

Use Specific Facts and Use Specific Facts and FiguresFigures

It is desirable to be precise and concrete in both It is desirable to be precise and concrete in both written and oral business communication.written and oral business communication.

Concrete, Precise

In 1996, the GMAT scores averaged 600; by 1997 they had risen to 610.

Vague, General, IndefiniteStudent GMAT scores are higher.

Put Action in Your Put Action in Your VerbsVerbs

Verbs can activate other words and Verbs can activate other words and help make your sentences alive, help make your sentences alive, more vigorous.more vigorous.

Use active rather than passive Use active rather than passive verbs.verbs.

Put action in your verbs rather than Put action in your verbs rather than nouns and infinites.nouns and infinites.

Choose Vivid, Image-Choose Vivid, Image-Building WordsBuilding Words

Business writing uses less figurative Business writing uses less figurative language than does the world of fiction.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.

CLARITYCLARITY

Getting the meaning from your head to the Getting the meaning from your head to the head of your reader (accurately) is the head of your reader (accurately) is the purpose of clarity. Of course you know it purpose of clarity. Of course you know it is not simple. We all carry around our is not simple. We all carry around our own unique interpretations, ideas, own unique interpretations, ideas, experiences associated with words.experiences associated with words.

Choose precise, concrete and familiar Choose precise, concrete and familiar words.words.

Construct effective sentences and Construct effective sentences and paragraphs.paragraphs.

Choose Precise, Concrete, Choose Precise, Concrete, and Familiar Wordsand Familiar Words

Clarity is achieved in part through a balance Clarity is achieved in part through a balance between precise language and familiar between precise language and familiar language. Precise words need not be language. Precise words need not be pretentious.pretentious.

Familiar

PretentiousAbout

After

Home

For example

Circa (L)

Subsequent

Domicile

e.g. (L)

Construct Effective Construct Effective Sentences and ParagraphsSentences and Paragraphs

At the core of clarity is the sentences. At the core of clarity is the sentences. This grammatical statement, when This grammatical statement, when clearly expressed, moves thoughts clearly expressed, moves thoughts within a paragraph. Important within a paragraph. Important characteristics to consider are length, characteristics to consider are length, unity, coherence, and emphasis.unity, coherence, and emphasis.

Unclear: Being an excellent lawyer, I am sure you can help us.

Clear: Being an excellent lawyer, you can surely help us.

COURTESYCOURTESY

True courtesy involves being aware not only True courtesy involves being aware not only of the perspective of others, but also their of the perspective of others, but also their feelings. Courtesy stems from a sincere feelings. Courtesy stems from a sincere you-attitude.you-attitude.

The following are suggestions for generating The following are suggestions for generating a courteous tone;a courteous tone;

Be sincerely tactful, thoughtful, and Be sincerely tactful, thoughtful, and appreciative.appreciative.

Use expressions that show respect.Use expressions that show respect. Choose nondiscriminatory expressions.Choose nondiscriminatory expressions.

Be Sincerely Tactful, Be Sincerely Tactful, Thoughtful, and Thoughtful, and

AppreciativeAppreciativeThough few people are intentionally Though few people are intentionally

abrupt or blunt, these negative traits abrupt or blunt, these negative traits are a common cause of discourtesy.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

Use Expressions that Show Use Expressions that Show RespectRespect

No reader wants to receive message that offend.No reader wants to receive message that offend.

You are delinquentYou are delinquentYou failed toYou failed toContrary to your Contrary to your inferenceinferenceInexcusableInexcusableSimply nonsense

Skip Irritating Skip Irritating ExpressionsExpressions

Choose Nondiscriminatory Choose Nondiscriminatory ExpressionsExpressions

Another requirement for courtesy is the use of Another requirement for courtesy is the use of nondiscriminatory language that reflects nondiscriminatory language that reflects equal treatment of people regardless of equal treatment of people regardless of gender, race, ethnic origin, and physical gender, race, ethnic origin, and physical features.features.

Questionable

More DesirableFreshman

Manpower

Entering students; first year student.

Workers; employees; work force personnel

CORRECTNESSCORRECTNESS

At the core of correctness is proper At the core of correctness is proper grammar, punctuation, and spelling.grammar, punctuation, and spelling.

However a message may be perfect However a message may be perfect grammatically and mechanically but still grammatically and mechanically but still insult or lose a customer. The insult or lose a customer. The correctness, as applied to business correctness, as applied to business messages, also means the following messages, also means the following three characteristics:three characteristics:

Use the right level of language.Use the right level of language. Check accuracy of figures, facts, and Check accuracy of figures, facts, and

words.words. Maintain acceptable writing mechanics.Maintain acceptable writing mechanics.

Use the Right Level of Use the Right Level of LanguageLanguage

Informal writing is more characteristics of Informal writing is more characteristics of business writing—even more so if that business writing—even more so if that writing occurs in an E-mail message.writing occurs in an E-mail message.

More Formal Less Formal

Participate

Procure

Endeavor

Join

Get

Try

Check Accuracy of Figures, Facts, Check Accuracy of Figures, Facts, and Wordsand Words

A good check of data is to have another A good check of data is to have another person read and comment on the validity person read and comment on the validity of the material.of the material.

Barriers to Barriers to CommunicatioCommunicatio

nn

Linguistic barriers Linguistic barriers Physical barriersPhysical barriers Psychological barriersPsychological barriers Other barriersOther barriers

Linguistic BarriersLinguistic Barriers Lack of Common LanguageLack of Common Language

Grammatical ErrorsGrammatical Errors

ColloquialismColloquialism

Informal words or phrasesInformal words or phrases

Used by young generationUsed by young generation

Contd…Contd…Double MeaningDouble Meaning More than one meaningMore than one meaning

JargonsJargons Example : Newspaper states ”The SC has Example : Newspaper states ”The SC has

ordered to maintain ordered to maintain status-quo status-quo at the at the disputed site” disputed site”

Regional AccentRegional Accent Biased languageBiased language

Physical BarriersPhysical Barriers External Noise/poor listeningExternal Noise/poor listening

Distance Distance

Technical ProblemTechnical Problem

Psychological barriersPsychological barriers

FilteringFiltering Selective perceptionSelective perception Information overloadInformation overload Emotional disconnectsEmotional disconnects Lack of source familiarity or Lack of source familiarity or

credibilitycredibility

Other BarriersOther Barriers Difference in ExposureDifference in Exposure

Use of wrong channelUse of wrong channel

Frequent InterruptionsFrequent Interruptions

Lack of FeedbackLack of Feedback

Lack of involvementLack of involvement

Gender differences Gender differences

Overcoming Overcoming Barriers to Barriers to Effective Effective

CommunicatioCommunicationn

1. Control the Length of 1. Control the Length of the Sentencethe Sentence

No such key ruleNo such key rule

Wiser to use short sentences, as they Wiser to use short sentences, as they are simple and easy to understandare simple and easy to understand

2. Think Clearly2. Think Clearly Clarity of mind gives clarity to Clarity of mind gives clarity to

ideas and in turn clarity to ideas and in turn clarity to communicationcommunication

A communicator cannot expect the A communicator cannot expect the audience to grasp the meaning of audience to grasp the meaning of what he/she wants to communicate what he/she wants to communicate if he is not clear what he is trying if he is not clear what he is trying to conveyto convey

3. Prefer Simple 3. Prefer Simple WordsWords

It is very simple to make communication It is very simple to make communication more complicatedmore complicated

For Eg, We express the hope that you For Eg, We express the hope that you will deal with the matter expeditiouslywill deal with the matter expeditiously

We hope you will deal with the matter We hope you will deal with the matter promptlypromptly

4. Consider the 4. Consider the AudienceAudience

Always analyze the audience Always analyze the audience before preparing to address it.before preparing to address it. Will they Understand technical termsWill they Understand technical terms What is their education levelWhat is their education level

Use jargons with caution. Select Use jargons with caution. Select words that the audience can words that the audience can understand.understand.

5. Use Familiar 5. Use Familiar WordsWords

Its advisable to use familiar words Its advisable to use familiar words rather than unfamiliar foreign rather than unfamiliar foreign wordswords

Eg. Antiquated MachinesEg. Antiquated Machines

ANY QUESTIONS ?

MANY MANY

THANKSTHANKS FOR FOR YOUR YOUR ATTENTIONATTENTION