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CE 403Professional Practices and
CommunicationLecture 2
Seven C’s of Effective Communication
Seven C’s
• Completeness• Conciseness• Consideration• Clarity• Courtesy• Correctness
Completeness• Contains all relevant facts• Style or manner such as to get desired reaction
• Have all necessary information for thorough accurate understanding
• Answer five W questions: – Who– What– Why– Where – when
Completeness
• Answer all questions asked by receiver completely
• Admit unavailable information frankly and openly
• Provide unfavorable information honestly but tactfully
• Give additional extra information when desirable (as receiver may not know what they need or what to ask)
Conciseness
• Say what one has to say in fewest words
• Be complete without being wordy
• Include relevant material only
• Relevant: Material related to purpose of message is
Conciseness
• Omit: – obvious information– long introductions– unnecessary explanations– pompous words– gushy politeness
Conciseness
• Avoid: – Needless repitition of phrases and sentences– use shorter name after mentioning longer name and its shorter abbreviation once
– use pronouns rather than repeating long nouns
Consideration• Being aware and sensitive to
– Desires
– Circumstances
– Problems
– Emotions
– Probable reactions
of receiver of message
Consideration
• Handle message from point of view of receiver– “you attitude”
– Empathy
– the human touch
– Understanding of human nature
Consideration
• Considerate message sender does not– Lose temper
– Accuse
– Charge without facts
Consideration• Focus on you instead of “I” and “we”. For this
– Downplay own feelings
– Emphasize points of receiver
– Make explicit reference to or directly quote message or response of receiver
– Focus on needs and wants of receiver and means to satisfy those needs
Consideration• Show interests/benefits of receiver in responding favorably to message– Identify legitimate benefits of receiver
– Benefits should be realistic and tailored to individual needs
– Assess receiver’s perspective by putting oneself in his position
– Address receivers needs, concerns
Consideration• Emphasize pleasant and positive facts by
– Stressing on what can be done and NOT on what cannot be done
– Focus on words that the recipient can consider favorably
Concreteness• Being
– Specific– Definite– Vivid
• Not being– Vague– General
• Using– Denotative words (direct, explicit, in dictionary)– Not connotative words (ideas, notions associated with word, phrase)
Concreteness
• For concrete messages message sender should– Use specific facts and figures
– Use exact, precise statements, not general words
– Use active verbs. Active verbs make sentences specific, personal, concise, emphatic
– Choose vivid image building words having sensory appeal, comparisons, examples etc
Concreteness
• Concrete messages are
– Dynamic and interesting
– Receivers know what is exactly required or desired
Clarity
• Clarity needed for accurate understanding of message. For clarity– Choose precise, concrete, familiar words conveying right meaning
– Choose words appropriate for situation – Construct grammatically correct sentences, use correct sentence structure clearly expressing main idea
– Use short sentences with one main idea– Sentences should have unity of idea
Courtesy
• Courtesy implies– Politeness that grows out of respect and concern for others
– Requires sincere “you attitude”
– Requires being aware of feelings of receiver in addition to their perspectives
Courtesy• To be courteous
– Be sincerely tactful, thoughtful and appreciative – Lack of courtesy: intentional abruptness, bluntness (sometimes stem from lack of awareness of another culture, country)
– Use cordial appreciative messages that show and build goodwill and respect
– Avoid irritating expressions or questionable humor that may offend
– Choose non‐discriminatory expressions reflecting equal treatment of people regardless of gender, race, ethnic origin
Correctness• Correctness implies using proper grammar, punctuation, spelling. In addition, – Use right level of language. Formal (impersonal with long sentences), informal (use short conversational words as in business writing), sub‐standard (incorrect words, grammar, pronunciation)
– Check accuracy of facts, figures, words. Verify statistical data, substantiate all information, determine whether facts have changed with time
– Give careful attention to appearance, format