Effective Communications

(7 C’s)
 The seven C’s

• When We talk about “ Effective Communication”

one thing that comes in mind, what are the basic
principles of “effective communication” .

• These principles tells us how your message can

becomes effective for your target group,

• These principles also tell about style and

importance of the message.
 The seven C’s
• If some one achieve the
desired level of objective
through communication ,
we can say that it is
“effective
communication”.

e.g. If your communication

get the proper response
from the receiver it
means that you
effectively conveyed the
message.
 Seven C’s of Effective
Communication

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1)Completeness
 1) Completeness

• Message Receiver- either listener or

reader, desire complete information to
their questions.
Suppose you are working with multinational company
who is engaging with engineering goods , like A.C.

• Now let say one of your major customer wants

some technical information regarding
“thermostat” (because he wants to convey the
same to the end users ). In this case you have to
provide him complete information in a short
span of time.
• If possible, provide him some extra information
which he does not know,.
• In this way you can maintain a good business
relation with him, otherwise he may switch to
an other company.
 Five W’s
• One way to make your message complete is to answer the
five W’s.
• WHO?
• WHAT?
• WHEN?
• WHERE?
• WHY?
• The five question method is useful when you write
requests, announcements, or other informative messages.
• For instance, to order (request) merchandise, make clear
WHAT you want, WHEN u need it, WHERE it is to be sent.
 Example
• I’m new to the city and would like to consider
joining your club .As I will be visiting your club
within the month will you please tell me
where the next meeting will be held.
 Incomplete Question
• Please fax me in return the departures from
Singapore to Hong Kong on the 8th

Response:
• No. of fights on that day
• Airlines in that route
• Cost
• Arrival and departure times
 Incomplete Question
• How come my request for an interview letter did
not receive a response.

Response:
• When
• Who
• To Whom
• A return letter is required answering the
following.
 Exercise
• Write a letter to Invite a conference speaker
to your college.

• Imagine your self to be the conference

speaker and reply for the above letter
accepting the invitation.
 Write a letter to Invite a conference
speaker to your college.
• Must have’s
Name of college and address
Purpose of conference
Date of conference
Duration
Audience details such as age, educational
background, number of people etc.
Imagine your self to be the conference speaker
and reply for the above letter accepting the
invitation.

• Must Have’s
Acceptance
Feasibility
Requirements
 Conclusion of completeness
At the end we can say that, you must
provide him:-
1. All necessary information as requested by
him.
2. Answers to all his questions carefully
3. Provide some more information, which
he is not requiring , just to maintain good
relations.
2) Conciseness
 2) Conciseness
• Conciseness means “convey the message
by using fewest words”.
• “Conciseness is the prerequisite to
effective business communication.”
As you know that all businessmen have
very short time .
• Hence a concise message save the time
and expenses for both the parties.
How To achieve the conciseness ?
For achieving the conciseness you
have to consider the following.
1.Avoid wordy expression
2.Include only relevant material
3.Avoid unnecessary repetition.
 Avoid Wordy Expression

• Wordy: Due to the fact

Concise: Because
• Wordy: at this time
Concise: NOW
• Wordy: in due course
Concise: Soon
• Wordy : Allow me to say how helpful your
response was
Concise: Your last response was helpful

• Wordy : She bought desks that are of the

executive type
Concise: She bought executive type desks
 Include only relevant information
• Always try to provide only relevant information to the
receiver of the message.
• Lets say one of your customer requested
 for clients of the company
 in reply you should provide simply list of clients at the panel of your
company.
 No need to provide detailed business information about client at all.
• Observe the following suggestions to “ Include only relevant
information.”
– Stick to the purpose of message
– Delete irrelevant words
– Omit information obvious to the receiver
– Avoid long introduction, unnecessary explanation etc.
– Get to the important point concisely.
 Write concise statements for the
following situations

• We hear by wish to let you know that our

company is pleased with the confidence you
have reposed in us

Concise : We appreciate you confidence

• At this time I am writing to you to enclose an
interview card, which has been post-paid, for
the purpose of arranging a convenient time
when we might get together for a personal
interview
Concise: Please return the enclosed interview
card to set up a convenient time for
an interview
 Avoid unnecessary Repetition
• Some times repetition is necessary for
focusing some special issue.
• But when the same thing is said with out two
or three reasons, the message become wordy
and boring.
• That’s why try to avoid Un-necessary
repetition.
• Will you ship us sometime ,anytime during the
month of November if you are rushed
(November would suit us just as well in fact a
little bit better) 300 of the regular 3- by 15-
inch blue felt armbands with white sewn
letters in the center. Thank you in advance for
sending these along to us by parcel post and
not express as express, is too expensive
Concise: Please ship parcel post, before the end
of November 300 3- by 15-inch blue
felt armbands with white sewn
letters in the center.
 Some ways to eliminate unnecessary words

• Use shorter name after you have mentioned the long

once. e.g.
• Spectrum communications Private limited use
spectrum.
• Use pronouns or initials E.g.
Instead of world trade organization use WTO or You
can use IT for Information Technology.( keeping in
views that receiver knows about these terms)
 3) Consideration
• Consideration means – To consider the
receiver’s Interest/Intention.
• It is very important in effective
communication while writing a message
you should always keep in mind your
target group
consideration is very important “C” among
all the seven C’s.
 Three specific ways to indicate consideration

i-Focus on “you” instead of “I” or “We”

ii-Show audience benefit or interest of the
receiver
iii-Emphasize positive, pleasant facts.
Using “you” help you, but over use lead a
negative reaction.
Always write a message in such a way how
audience should be benefited from it. e.g.
We attitude
I am delighted to announce that we will extend
to make shopping more.
You attitude
“You will be able to shop in the evening with
the extended hours.”
Readers may react positively when benefit
are shown to them.
Always try to address his/her need and want.
• Always show/write to reader………… what
has been done so far as his/her query is
concerned.
• And always avoid that his/her need and
wants.
• Always avoid that has not been done so
far.
 4) Concreteness

• It means that message should be specific

instead of general. Misunderstanding of
words creates problems for both parties
(sender and receiver).
• when you talk to your client always use
facts and figures instead of generic or
irrelevant information.
The following guidelines should help you to
achieve the Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and
stood first in the class.
Concrete
Ali’s GPA in B.Sc Electrical Engineering 2k3-f
session was 3.95/4.0, he stood first in his
class.
Always write on a very solid ground. It should
definitely create good image as well.
5) Clarity
 Accurately is purpose of clarity

In effective business communication the

message should be very much clear. So
that reader can understand it easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and
paragraphs.
In business communication always use
precise words rather longer statements.
If you have a choice between long words and
shorter one, always use shorter one.
You should try your level best to use
familiar/easy to understand words so that
your reader will quickly under stand it
Familiar Next familiar words
1-after subsequent
2-home domicile
3-for example e.g.
4-pay remuneration
5-invoice statement for payments
6) Courtesy
 Courtesy
• Knowing your audience allows you to use statements of
courtesy; be aware of your message receiver.
True courtesy involves being aware not only of the
perspective of others, but also their feelings. courtesy stems
from a sincere you-attitude.
• it is not merely politeness with mechanical insertions of
“please” and “Thank you” .
• Although Appling socially accepted manners is a form of
courtesy .
• rather, it is politeness that grow out respect and concern for
others.
Courteous communication generate a special tone in their
writing and speaking.
 How to generate a Courteous Tone ?

The following are suggestions for generating a courteous tone:

• Be sincerely tactful, thoughtful and appreciative.
• Use expressions that show respect for the others
• Choose nondiscriminatory expressions
Be sincerely Tactful, Thoughtful and Appreciative
• Though few people are intentionally abrupt or blunt, these
negative traits are common cause of discourtesy.
• avoid expression like those in the left hand column below;
rephrase them as shown in the right-hand column
Tactless, Blunt More Tactful
Stupid letter; I can’t I should understand it, as
understand there is no confusing word in
this letter, could you please
explain it once again ..?
Its your fault, you did not Sometimes my wording is not
properly read my latest FAX precise; let me try again

Thoughtfulness and Appreciation

Writers who send cordial, courteous messages of deserved
congratulations and appreciation (to a person inside & outside) help to
build goodwill. The value of goodwill or public esteem for the firm may
be worth thousands of dollars.
7) Correctness
 7) Correctness
At the core of correctness is proper grammar,
punctuation and spelling.
however, message must be perfect grammatically
and mechanically
. The term correctness, as applied to business
messages also mean three characteristics
o Use the right level of language
o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics
 Use the right Level of Language
we suggest that there are three level of language
1. formal
2. informal
3. substandard.
Take a quick guess: what kind of writing is associated
with each level? What is the style of each?
 Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business writing.
Here you use words that are short, well-known and
conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
 Substandard Language
Avoid substandard language. Using correct words,
incorrect grammar, faulty pronunciation all
suggest as inability to use good English. Some
examples follow:
Substandard More Acceptable
Ain’t isn’t,aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen
 Facts and Figures Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words, from the head
of the sender to a receiver. Our goal is to be as precise as possible,
which means checking and double-checking and double-checking to
ensure that the figures, facts and words you use are correct.
“A good check of your data is to have another person read and comment
on the validity of the material”
Figures and facts
 Verify your statistical data
 Double-check your totals
 Avoid guessing at laws that have an impact on you, the sender and your
 Have someone else read your message if the topic involves data.
 Determine whether a “fact” has changed over time
 Proper Use of Confusing Words !

Our Language (Any) is constantly changing. In fact,even dictionaries can

not keep up with rapid change in our language. the following words
often confusing in usage:

A, An use a before consonants and

consonants sounds or a long ” u”
sound. Use an before vowels.

Accept, except accept is a verb and means to

receive. except is a verb or a
preposition and relates to
omitting or leaving out.

Anxious, eager Anxious implies worry, eager

conveys keen desire
End