Principles of comm

7 C’S FOR EFFECTIVE COMMUNICATION

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

Completeness is necessary for several reasons:

To get desired results For building goodwill To help avert costly lawsuits

Keep the following guidelines in mind:

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 don’t know what they want.

Incomplete

Thank you for the confidence you have shown us by the account you recently opened.

Complete

Thank you for the confidence you have shown in First Federal by the savings account you recently opened. Our goal is to make all our services to you both pleasant and helpful.

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.

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

EXERCISE

Wordy: She bought desks that are of the executive type.

Concise: She bought executive-type desks.

Include only relevant statements.

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]

Avoid unnecessary repetition.

Sometimes repetition is necessary for emphasis. But when the same thing is said two or three times without reason, the message becomes wordy and boring.

Use a shorter name

For ex after you have mentioned the long one once:“University of Central Punjab, UCP” and afterwards use “it”.

EXERCISE

Cut out all needless repetition of phrases and sentences. e.g

Will you ship us sometime, anytime during the month 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]

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]

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 “you” instead of “I” and “We”.

We-Attitude

I want to send my congratulations for……

We pay 8% interest on…

You-Attitude

Congratulations to you on your…….

You earn 8% interest on….

We-attitude.

May I take this opportunity to express my thanks for the account you really opened with our store. We are pleased to furnish a wide variety of products for the home or individual customers.

You-attitude.

Thank you for the account you recently opened at Bekinson’s. Serving you with your needs for clothing and home furnishings is a pleasure.

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 and convincing.

General word

This computer reproduces campaign letters fast.

These brakes stop a car within a short distance.

Concrete

This computer types 400 personalized 150-word campaign letters in one hour.

These Goodson power brakes stop a 2-ton car traveling 60-miles an hour, within 240 feet.

Put Action in your Verbs.

Use Active versus Passive voice.

Use Actions in Verbs, not in Nouns.

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.

Choose vivid, image-building words

Colorless

The camera has a system that gives you good pictures.

Vivid

The SONY camera has a UNIQUELY precise metering system that assures you PROPERLY exposed, true-color pictures.

5. COURTESY

Be tactful instead of blunt and show thoughtfulness and appreciative efforts.

Omit expressions that Irritate, Hurt, Belittle.

Tactless

Your letter is not clear at all; I can’t understand it.

Obviously, if you’d read your policy carefully, you’d 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 questions for you.

6. CLARITY

Choose short, familiar, conversational words.

Choose effective sentences, paragraphs and topic sentence to express main idea.

Include examples, Illustrations and other visual aids when desirable.

Unfamiliar

After our perusal of pertinent data the conclusion is that a lucrative market exists for the subject property.

Familiar

The data we studied show that your property is profitable and in high demand.

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.

Formal

Anticipate Endeavor Interrogate Utilize

Informal

Expect Try Ask Use