7 C's of Effective Communication - Business Communication Course

7/26/2019 7 C's of Effective Communication - Business Communication Course

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7 Cs for Effective Communication


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Seven Cs of Communication

The "7 Cs of Communication" is a list, first provided by

Cutlipand Centerin 1952 in Effective Public Relations

1. Completeness

2. Conciseness

3. Consideration4. Concreteness

5. Courtesy

6. Clearness

7. Correctness3


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1. COMPLETENESS

Your business message is

complete when it

contains all the facts the

reader or listener needs

for the reaction you

desire. Remember that

communicators differ in

their mental filters; they

are influenced by their --->

Backgrounds

Viewpoints Needs

Experiences

Attitudes Status

Emotions

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To get desired results For building goodwill

To help avert costly lawsuits

Reasons

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a.Answer all the questions asked

If you have no information, say NO If you have unfavorable information, reply with tact

and honesty

List the needed details before answering the inquiry

B. Give something extra, when desirable

Sometimes write more to the sender. May be they

dontknow what they want

Guidelines

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Incomplete

Thank you for the

confidence you haveshown us by the

account you recently

opened.

Complete

Thank you for the

confidence you haveshown in First Federal

by the savings account

you recently opened.

Our goal is to make allour services to you

both pleasant and

helpful.

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2. CONCISENESS

Conciseness means to convey themessage by using fewest words.

Conciseness is the prerequisite to effectivebusiness communication.

As you know that business people havevery short time. Hence a concise messagesave the time and expenses for both theparties.

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Wordy

at this time

date of the policy

in most cases

in order to

in some cases

due to the fact that

for the reason that

from the point of view of

Concise

now

policy date

usually

to

sometimes

because

because

as

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Exercise

Wordy: She bought desks that are of the

executive type.

Concise: She bought executive-type desks.

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Stick to the purpose of the message

Prune irrelevant words and rambling sentences

Omit information obvious to the receiver

Avoid long introductions, unnecessary explanations

Get to the important point tactfully and concisely

Wordy: We hereby wish to let you know that we fully

appreciate the confidence you have reposed in us. [18

words]

Concise: We appreciate your confidence in us.[6 words]

Inclusion of Relevant Statements

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Avoid Unnecessary Repetition

Cut out all needless repetition of phrases and sentences

Wordy: Will you ship us sometime, anytime during themonth of October, or even November if you are rushed,

for November would suit us just as well, in fact a little

better, 300 of the regular 3_ by 15_inch blue felt

armbands with white sewn letters in the center. [49 words]

Concise: Please ship parcel post, before the end of

November, 300 regular 3- by 15- inch blue felt armbands

with white sewn letters in the center. [25 words]

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3. CONSIDERATION

Emphasize positive, pleasant facts

Apply integrity and ethics

Apply integrity with persons outside the organization

Let your receiver know you are doing something for

their interests

Focus on youinstead of Iand We

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We-Attitude

I want to send my

congratulations for

We pay 8% interest on

May Itake this opportunity to

express my thanks for the

account you really opened

with our store. We arepleased to furnish a wide

variety of products for the

home or individual

customers.

You-Attitude

Congratulations to you on

your

You earn 8% interest on

Thank youfor the account

you recently opened at

Bekinsons. Serving you

with your needs forclothing and home

furnishings is a pleasure.

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4. CONCRETENESS

Use specific facts and figures

Whenever you can, substitute an exact statement or a figure

for a general word to make your message more concrete andconvincing.

Put Action in your Verbs

Use Active versus Passive voice; use Actions in Verbs, not in

Nouns.

Choose vivid, image-building words

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General

This computer

reproduces

campaign lettersfast.

These brakes stop

a car within a shortdistance.

Concrete

This computer types 400

personalized 150-word

campaign letters in onehour.

These Goodson power

brakes stop a 2-ton cartraveling 60-miles an

hour, within 240 feet.

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Passive

Tests were made by us.

A full report will be sent

to you by the supervisor.

These figures are

checked by the research

department.

Active

We made tests.

The supervisor will send

you a full report.

The research department

checks these figures.

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Colorless

The camera has a

system that gives yougood pictures.

Vivid

The SONY camera

has a UNIQUELYprecise metering

system that assures

you PROPERLY

exposed, true-colorpictures.

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5. COURTESY

Be tactful instead of blunt and show

thoughtfulness and appreciative efforts.

Omit expressions that Irritate, Hurt, Belittle.

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Tactless

Your letter is not clear at

all; I cantunderstand it.

Obviously, if youd read

your policy carefully,

youd be able to answer

these questions yourself.

Tactful

If I understand your letter

correctly

Sometimes policy wording

is a little hard to

understand. I am glad to

clear up these questionsfor you.

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6. CLARITY

Choose short, familiar, conversational words.

Choose effective sentences, paragraphs and topicsentence to express main idea.

Include examples, Illustrations and other visual aids

when desirable.

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Unfamiliar

After our perusal of

pertinent data the

conclusion is that alucrative market exists

for the subject property.

Familiar

The data we studied

show that your property is

profitable and in highdemand.

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7. CORRECTNESS

Use right level of language, that is, Formal Language

Check accuracy of figures and facts

Maintain acceptable writing mechanics

Refer Dictionary

Use computerized speller

Double check for any careless omissions

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Formal

Anticipate

Endeavor

Interrogate

Utilize

Informal

Expect

Try

Ask

Use

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Questions (if any)

Documents

7 C's of Effective Communication - Business Communication Course