CE403 ProfessionalPracticesand Communication Lecture2

SevenCsofEffectiveCommunication

SevenCs
Completeness Conciseness Consideration Clarity Courtesy Correctness

Completeness
Containsallrelevantfacts Styleormannersuchastogetdesired reaction Haveallnecessaryinformationforthorough accurateunderstanding AnswerfiveWquestions:
Who What Why Where when

Completeness
Answerallquestionsaskedbyreceiver completely Admitunavailableinformationfranklyand openly Provideunfavorableinformationhonestlybut tactfully Giveadditionalextrainformationwhen desirable(asreceivermaynotknowwhatthey needorwhattoask)

Conciseness
Saywhatonehastosayinfewestwords Becompletewithoutbeingwordy Includerelevantmaterialonly Relevant:Materialrelatedtopurposeof messageis

Conciseness
Omit:
obviousinformation longintroductions unnecessaryexplanations pompouswords gushypoliteness

Conciseness
Avoid:
Needlessrepititionofphrasesandsentences useshorternameaftermentioninglongername anditsshorterabbreviationonce usepronounsratherthanrepeatinglongnouns

Consideration
Beingawareandsensitiveto
Desires Circumstances Problems Emotions Probablereactions

ofreceiverofmessage

Consideration
Handlemessagefrompointofviewofreceiver
youattitude Empathy thehumantouch Understandingofhumannature

Consideration
Consideratemessagesenderdoesnot
Losetemper Accuse Chargewithoutfacts

Consideration
FocusonyouinsteadofIandwe.Forthis
Downplayownfeelings Emphasizepointsofreceiver Makeexplicitreferencetoordirectlyquote messageorresponseofreceiver Focusonneedsandwantsofreceiverandmeans tosatisfythoseneeds

Consideration
Showinterests/benefitsofreceiverin respondingfavorablytomessage
Identifylegitimatebenefitsofreceiver Benefitsshouldberealisticandtailoredto individualneeds Assessreceiversperspectivebyputtingoneselfin hisposition Addressreceiversneeds,concerns

Consideration
Emphasizepleasantandpositivefactsby
StressingonwhatcanbedoneandNOTonwhat cannotbedone Focusonwordsthattherecipientcanconsider favorably

Concreteness
Being
Specific Definite Vivid

Notbeing
Vague General

Using
Denotativewords(direct,explicit,indictionary) Notconnotativewords(ideas,notionsassociated withword,phrase)

Concreteness
Forconcretemessagesmessagesendershould
Usespecificfactsandfigures Useexact,precisestatements,notgeneralwords Useactiveverbs.Activeverbsmakesentences specific,personal,concise,emphatic Choosevividimagebuildingwordshavingsensory appeal,comparisons,examplesetc

Concreteness
Concretemessagesare
Dynamicandinteresting Receiversknowwhatisexactlyrequiredordesired

Clarity
Clarityneededforaccurateunderstandingof message.Forclarity
Chooseprecise,concrete,familiarwords conveyingrightmeaning Choosewordsappropriateforsituation Constructgrammaticallycorrectsentences,use correctsentencestructureclearlyexpressingmain idea Useshortsentenceswithonemainidea Sentencesshouldhaveunityofidea

Courtesy
Courtesyimplies
Politenessthatgrowsoutofrespectandconcern forothers Requiressincereyouattitude Requiresbeingawareoffeelingsofreceiverin additiontotheirperspectives

Courtesy
Tobecourteous
Besincerelytactful,thoughtfulandappreciative Lackofcourtesy:intentionalabruptness, bluntness(sometimesstemfromlackof awarenessofanotherculture,country) Usecordialappreciativemessagesthatshowand buildgoodwillandrespect Avoidirritatingexpressionsorquestionablehumor thatmayoffend Choosenondiscriminatoryexpressionsreflecting equaltreatmentofpeopleregardlessofgender, race,ethnicorigin

Correctness
Correctnessimpliesusingpropergrammar, punctuation,spelling.Inaddition,
Userightleveloflanguage.Formal(impersonal withlongsentences),informal(useshort conversationalwordsasinbusinesswriting),sub standard(incorrectwords,grammar, pronunciation) Checkaccuracyoffacts,figures,words.Verify statisticaldata,substantiateallinformation, determinewhetherfactshavechangedwithtime Givecarefulattentiontoappearance,format