Chapter 2

The Seven Cs of Effective Communication

Srushti Mehta

7 Cs of Effective communication
7 Cs of Communication Completeness

Conciseness Consideration
Concreteness Clarity

Courtesy
Correctness

7 Cs of Effective communication completeness

Completeness
A business message is complete when it contains all facts the reader or listener needs for the reaction the sender desires. Benefits:

Brings the desired result. Builds goodwill. Avoids misunderstanding and hence averts costly lawsuits.

7 Cs of Effective communication completeness

Guidelines For a Complete Message: Provide All Necessary Information Answer All Questions Asked Give Something Extra, When Desirable

7 Cs of Effective communication completeness

Provide All Necessary Information:

Complete message should be capable of answering the five W (Who, What, When, Where & Why)and one H(How) questions.
Reply By answering all questions Tactfully handle your weak points instead of omitting. In reply to a query, if certain details are not asked, but if you feel they are desirable to make the message complete, give extra information

Answer All Questions Asked:

Give Something Extra, When Desirable:

Completeness

Example: I will reach Delhi airport tomorrow. Correct: I will reach Delhi international airport by Air India Airlines at 8:00 a.m. on 29th August 2013

7 Cs of Effective communication conciseness

Conciseness
Conciseness

is saying what you want to in the fewest possible words without sacrificing the other Cs of effective communication. Saves Time and Money of both sender and receiver

7 Cs of Effective communication conciseness

Guidelines For a Concise Message:

Eliminate

Wordy Expressions Include Only Relevant Material Avoid Unnecessary Repetition

7 Cs of Effective communication conciseness

Eliminate Wordy Expressions:

Use single-word instead of phrase.

Omit unnecessary expressions.

At this Time -- Now

Allow me to say how helpful your response was.

Your Last Response was helpful.

Include Only Relevant Material:

Stick to the purpose of the message. Omit information obvious to the receiver. Avoid Long introductions & unnecessary explanations.

Avoid Unnecessary Repetition:

Use shorter names once they are mentioned.

N.R. Institute of Business Management- N.R.IBM

Example

At this time I am writing to you to enclose the post paid appointment card for the purpose of arranging a convenient time when we might get-together for a personal interview Correct: Please find the enclosed post paid appointment card and inform me you convenient time for a personal interview

7 Cs of Effective communication consideration

Consideration
Consideration

means preparing every message by keeping receivers in mind. Basically You-attitude, empathy, and understanding of human nature.

7 Cs of Effective communication consideration

Guidelines For a showing Consideration are:

Focus

on You Instead of I or We Show Audience Benefit or Interest in Receiver Emphasize Positive, Pleasant Facts

7 Cs of Effective communication consideration

Focus on You Instead of I or We

Focus on audiences benefits.

Show Audience Benefit or Interest in Receiver:

Show Empathy to the Sender

Emphasize Positive, Pleasant Facts:

Stressing on what can be done instead of what cannot be done.

Example

I am Delighted to announce that we will be extending our hours to make shopping more convenient. Correct: You will be able to shop evenings with the extended hours. You are Completely off base in your proposal. Correct: The proposed plan needs more detailed clarification

It is impossible to open an Account Today Correct: As soon as your Document reaches us we will gladly open an account for you.

7 Cs of Effective communication concreteness Concreteness

Communicating

concretely means being specific and definite, rather than vague and general. Means using Denotative instead of Connotative Words.

7 Cs of Effective communication concreteness

Guidelines for Concrete Message:

Use

Specific Facts and Figures Put Action in your Verbs Choose Vivid, Image-Building Words

7 Cs of Effective communication concreteness

Use Specific Facts and Figures:

Whenever possible, use an exact, precise statement or a figure in place of a general word.

Put Action in your Verbs:

Use active instead of passive voice as far as possible.

The Students held a contest (Passive)

A Contest was held by the student ( Active)

Choose Vivid, Image-Building Words

Some Women were stopped in their promotions. (Dull)

Many Women faced the Glass ceiling in their Company. (VIVID- Image Building)

Example

Students GMAT score are higher.

Correct: In 2011 the GMAT scores averaged 700; by 2012 they had risen to 750.

Last Financial Year, the room sales for our hotel were average, and the figure went up merely by a small percentage. One may list a number of reasons for this performance. Some of the important factors can be quality of marketing activities undertaken by our company. Moreover, the recession had its impact. Correct: The financial year of 2011-12 saw a mere 5% growth in the sales of the rooms, compared to the last financial year. The major reason for this average performance was our inability to tap into the corporate space. The recessionary trend in the market was another reason.

7 Cs of Effective communication clarity

Clarity
Clarity

of communication means transferring the meaning from the mind of communicator to the mind(s) of receiver(s) accurately.

7 Cs of Effective communication clarity

Guidelines for Clear Communication:

Choose

Precise, Concrete, and Familiar

Words Construct Effective Sentences and Paragraphs

7 Cs of Effective communication clarity

Choose Precise, Concrete, and Familiar Words:

Use familiar words instead of pretentious words.

Construct Effective Sentences and Paragraphs:

Sentence formation is the core of clarity.

His report was about managers, broken down by age & gender. (Un Clear)

His report focused on age & gender of managers. (Clear)

Always check for Length & Unity in Sentences.

Example
Hi SAM, I wanted to write you a quick note about PETER, who's working in your department. He's a great asset, and I'd like to talk to you more about him when you have time. Best, JOHN

Correct
Hi SAM, I wanted to write you a quick note about PETER KEDER, who's working in your department. In recent weeks, he's helped the IT department through several pressing deadlines on his own time. We've got a tough upgrade project due to run over the next three months, and his knowledge and skills would prove invaluable. Could we please have his help with this work? I'd appreciate speaking with you about this. When is it best to call you to discuss this further? Best wishes, JOHN

7 Cs of Effective communication courtesy Courtesy

Being

aware of the perspective of others and their feeling is true courtesy in communication. insertions of polite words such as please or thank you doesnt include Courtesy.

Mechanical

7 Cs of Effective communication courtesy

Guidelines for showing Courtesy:

Be

Sincerely Tactful, Thoughtful, and Appreciative Use Expressions That Show Respect Choose Nondiscriminatory Expressions

7 Cs of Effective communication courtesy

Be Sincerely Tactful, Thoughtful, and Appreciative:

Dont Be Blunt. Be thoughtful & courteous when communicating with other culture.

Use Expressions That Show Respect:

Omit irritating expressions Use humor with caution

Choose Nondiscriminatory Expressions:

Treat each Gender, Race, Ethnic origin and Physical features with Respect (Specially while Using names)

Example

It is extremely disgusting to have you as a part of my team. Your performances have hit an all time low, and I do not see you motivated at all towards your work.

Correct: I observe that your motivational levels are down, which is reflected in your performance levels. If you feel that something is not going right, and you feel a need for a change, I would like to discuss it with you.

7 Cs of Effective communication correctness

Correctness
Correctness

means using proper grammar, punctuation, and spelling. Incorrect message may cause loss of a customer or end of a business relation.

7 Cs of Effective communication correctness

Guidelines for Correctness in Message:

Use

the Right Level of Language Check Accuracy of Figures, Facts, and Words Maintain Acceptable Writing Mechanics

7 Cs of Effective communication correctness

Use the Right Level of Language:

Choose the right level of language: formal, informal

Check Accuracy of Figures, Facts, and Words Maintain Acceptable Writing Mechanics

Example

I think the current policy does-not allow you an extra allowance during your travel. The current limit is Rs 500/per day. You will need to check this, however. In addition, you are not eligible for an air-conditioned(AC) railway ticket, and you will need to opt for a bus. Correct: The current policy does not allow employees above Scale II and III to avail themselves of the First Class-A.C. facility. However, they are entitled to travel either in bus or in the Tier-II or Tier-III A.C. Class of Train. The current policy limits the allowances to Rs 500/- a day for all employees.