7 Cs of communication

7 Cs OF BUSINESS WRITINGCOMPLETENESSCONCISENESSCONSIDERATIONCLARITYCONCRETENESSCOURTESYCORRECTNESS

COMPLETENESSAnswer all questions that are askedGive something extra when desirableCheck for five Ws & one H

Who What When Where Whyand How

Exercise-1The owner of a mutual fund stock wrote to

the investment department of your bank ,that he wanted to sell his shares. He asked,” just how does your bank want me to authorize this sale?”

How would you reply to this query keeping the five Ws and one H guideline in mind?

Exercise-2        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 would you reply to this letter keeping in mind Completeness of the message?

CONCISENESS1. Eliminate wordy expressions2. Include only relevant statements

be focussed, prune & avoid long explanations avoid gushing politemess

3. Avoid unnecessary repetitions use short forms the second time use pronouns

CONSIDERATIONFocus on YOU instead of I & WE

Show reader benefit & interest

Emphasize positive& pleasant

Apply integrity & ethics

Ex.5-Write with a ‘you ‘ attitude , it shows consideration  I want to send my congratulations for ---

We will ship soon the goods your May 4 order----

We pay eight percent interest on -----

Ex.5-Write with a ‘you ‘ attitude , it shows consideration ( contd)May I take this opportunity to express

my thanks for the account you recently opened with our store. We are pleased to furnish a wide variety of products for the home of the individual customer. We want you to take full advantage of the store services, for we have the largest store in the city. Also we make deliveries for our customer free of charge with in a 30 miles radius of our store.We welcome you to Ebony. If we can be of additional help please let us know .

Ex 6-Avoid negative – unpleasant words to show consideration

It is impossible to open an account for you today.

We don’t refund if the returned item is soiled and unusable.

When you travel on company expense, you will not receive approval for first class fare.  

T To avoid further delay and inconvenience , we are sending this report by express mail.

CONCRETENESSUse specific facts and figures

Put action into verbs

Choose vivid image building words by comparison & figurative language (?)

Use more adjectives and adverbs

Ex:9-Put action into the words by using active instead of passive voice.Tests were made by us A full report will be sent to you by the

supervisor.

The contract had a requirement ….

Mr. Singh will give consideration to the report ….

Ex : 10-Use vivid image building words – adjectives and adverts , and use less of abstract nouns

The camera has a system that gives good pictures. 

CLARITYChoose short , familiar & conversational

wordsConstruct effective sentences and

paragraphs by unity of idea and sequencing

Achieve appropriate readability by using formal & informal language

Include examples, illustrations & visual aids

Ex : 11-Use simple words

Circa(L)SubsequentPromulgateInadvertencee.g..(L) DomicileRemuneration

Headings:8-10 words

Sentence length:15-20 words

Paragraphs:40-70 words

Soft words vs hard words

COURTESYBe sincere , tactful, thoughtful and

appreciative

Omit expressions that hurt , irritate, or insult

Grant apologies graciously

Ex : 13-Show courtesy by avoiding tactless & blunt language.Your letter is not clear at all:

Obviously, if you would read your policy carefully you will be able to answer these questions yourself.

Apparently you already forgotten what I wrote you two weeks ago.

Ex : 14-Use gender friendly substitutes

Mankind The best man for the job Manmade Manpower Businessman Sales man Chairman

CORRECTNESS

Use the right level of languageCheck accuracy of facts, figures and wordsMaintain acceptable writing mechanicsChoose non discriminatory languageUse parallel language