1.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.
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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.
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Exercise 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 can I get there,
what is the agenda and how long the meeting might take? How would
you reply to this letter keeping in mind Completeness of the
message?
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2.CONCISENESS Conciseness is saying what you want to say in the
fewest possible words without sacrificing the other C qualities. A
concise message is complete without being wordy. To achieve
conciseness, observe the following suggestions; Eliminate wordy
expressions. Include only relevant material. Avoid unnecessary
repetition.
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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
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C ONCISE 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
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C ONCISE 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
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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.
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Concise: We appreciate your confidence. Concise: We appreciate
your confidence.
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3.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 and We. Show audience benefit or interest in the receiver.
Emphasize positive, pleasant facts.
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Focus on You Instead of I or We Using you does help project a
you-attitude. But overuse can lead to a negative reaction.
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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.
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4.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). The following guidelines should help you
compose concrete, convincing message; Use specific facts and
figures. Put action in your verbs. Choose vivid, image building
words.
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Use Specific Facts and Figures It is desirable to be precise
and concrete in both written and oral business communication.
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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.
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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 and
infinites.
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Example Passive : The memo was sent by the manager Active:
Passive: This method was ruled out. Active:
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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.
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5.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. Choose
precise, concrete and familiar words. Construct effective sentences
and paragraphs.
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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, and
emphasis.
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6.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 sincerely tactful, thoughtful, and
appreciative. Use expressions that show respect. Choose
nondiscriminatory expressions.
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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 cant understand any of it. Clearly, you did not read my
latest fax. Its my understanding Sometimes my wording is not
precise; let me try again
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Use Expressions that Show Respect No reader wants to receive
message that offend. You are delinquent You failed to Contrary to
your inference Inexcusable Simply nonsense Skip Irritating
Expressions
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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.
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7.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.
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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.
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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.
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Twelve 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
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Communication Comprises: I. 55% body language, II. 38% tone of
voice, III. 7% content of words",
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How Can You Utilize Nonverbal Cues? I. Visual II. Tactile III.
Vocal IV. Time and Space 32
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Exhibit 3.3: Means of Nonverbal Communication (continued) 33
ComponentsExamplesMeanings Communicated How things are
saidLoudness, pitch, rateDifferent meanings, e.g. Vocal
intonationsRhythm, pitch, claritySarcasm, disapproval VOCAL SPACIAL
Body closeness0 2 feetFeelings of intimacy Furniture
arrangementLarge pieces far apartFormal and serious
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Exhibit 3.3: Means of Nonverbal Communication 34
ComponentsExamplesMeanings Communicated ImageClothing,
hygieneValues, competence Facial ExpressionsFrown, smile,
sneerUnexpressed feelings Eye MovementsLooking away,
staringIntentions, state o mind PostureLeaning in, slumpedAttitude
GesturesHandshake, waveIntentions, feelings VISUAL TouchPat on the
backApproval Gentle touch on an armSupport and concern TACTILE
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What are you doing here?
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Barriers to communication Information Overload Trust and
credibility Time Emotions Message Congruency
Slide 38
Exercise Complete the worksheet The one or two areas in which I
am most strong are__________ The one or two areas in which I need
improvement are_______________ If I did only one thing to improve
in this area,it would be to______________ Making this change would
probably result in__________________
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