Gateways to Effective Communication

Two-way Channel
Mutual Trust
Clarity of Message
Timely Message
Consistency of Message
Good Relation
Feedback
Empathetic Listening
Flexibility
 Effective Communication

7 Cs (Francis J Bergin)
 7 Cs 0F Communication
COMPLETENESS
CONCISENESS
CONSIDERATION
CLARITY
CONCRETENESS
COURTESY
CORRECTNESS
 COMPLETENESS
Business message is complete when it contains all facts
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
Check for five Ws & one H
Who
What
When
Where
Why and
How
 Provide All Necessary Information
Answering the five Ws 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 senders message was
incomplete.
 CONCISENESS
1. Eliminate wordy expressions
Use single words in place of phrases.
Wordy: At this time
Concise: Now

Wordy: Due to the fact that

Concise: Because
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
 CONCISENESS important notes

o Due to the fact that

o Employed the use of
o Basic fundamentals
o Completely eliminate
o Alternative choices
o Actual experience
o Connected together
o Final result
o Prove conclusively
o In as few words as
possible
 CONCISENESS

o Due to the fact that o Because

o Employed the use of o Used
o Basic fundamentals o Fundamentals
o Completely eliminate o Eliminate
o Alternative choices o Alternatives
o Actual experience o Experience
o Connected together o Connected
o Final result o Result
o Prove conclusively o Prove
o In as few words as o Concisely
possible
 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
 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.
Focus on YOU instead of I & WE
Show reader benefit & interest
Emphasize on positive & pleasant
Apply integrity & ethics
Focus on You Instead of I or We

Using you does help project

a you-attitude. But overuse
can lead to a negative
reaction.
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.
 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).
Use specific facts and figures
Put action into words
Choose vivid image building words by comparison &
figurative language
Use more adjectives and adverbs
 Use Specific Facts and Figures
It is desirable to be precise and concrete in both
written and oral business communication.
Vague, General, Concrete, Precise
Indefinite

Student GMAT In 1996, the GMAT

scores are higher. scores averaged 600;
by 1997 they had
risen to 610.
 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
Passive : The memo was sent by the manager
Active:
 CLARITY
Getting the meaning from your head to the head
of your reader (accurately) is the purpose of clarity.
Everyone carries around ones own unique
interpretations, ideas, experiences associated with
words.
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
 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.
 Construct Effective Sentences and
Paragraphs

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
 COURTESY
True courtesy involves being aware not only of the
perspective of others, but also their feelings.
Courtesy stems from a sincere you-attitude.
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
 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.
Use the right level of language
Check accuracy of facts, figures and words
Maintain acceptable writing mechanics
Choose non discriminatory language
Use parallel language