verbal communication 7 Cs are… 1. Completeness 2. Conciseness 3. Consideration 4. Concreteness 5. Clarity 6. Courtesy 7. Correctness 1. Completeness For achieving completeness: 1. Provide all necessary information (Who? What? When? Where? Why? How?) 2. Answer all questions asked (look for questions, locate them and then answer them precisely) Two types of questions ( Stated and Implied) 3. Give something extra when desirable and needed. 1. Completeness 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 in return the departures from Singapore to Hong Kong on the 8th (Complete it) 2. Conciseness
What you have to say in the fewest
possible words without sacrificing the other C qualities. A concise message is complete without being wordy. 2. Conciseness 1. Eliminate wordy expressions Advantages: To save the time of both sender and receiver. At this time- Now Due to the fact that-because Have need for-need 2. Conciseness 2. Include only relevant material Stick to purpose of the message Delete irrelevant words and confused sentences Delete information obvious to the receiver, if you feel it is important to remind the audience of known (familiar) information, subordinate the known information. 2. conciseness Example: Wordy: We hereby with to let you know that our company is pleased with the confidence you have reposed in us. Concise: We appreciate your confidence. 2. Conciseness 3. Avoid unnecessary repetition Use shorter name after you have mentioned the long one once use pronouns or initials rather than repeat the long names Cut out all needles repetition of phrases and sentences 2. Conciseness Wordy: Will you ship us something, anything during the month of October would be fine, or even 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 centre. Thank you in advance for sending these along to us by parcel post and not express as express, is too expensive. 2. Conciseness Concise: Please ship parcel post before the end of November 300 regular 3-by 15-inch blue felt armbands with white sewn letters in the centre. 3. Consideration Consideration means preparing every message by keeping the receivers in mind: Put yourself in your place You are considerate, you don’t lose your temper You don’t accuse You cant charge them without facts 3. Consideration By keeping in mind the above attributes you will develop “you’ attitude (empathy, human touch) You Attitude: keep in mind the receiver like and as well as unlike of the receiver. You attitude play an important rule in business organization. 3. Consideration Focus on ‘you’ instead of ‘I’ and ‘we’ to create consideration, audience oriented message, focus on hw message receiver will benefit, what they will receive of what they want or need to know. We-attitude: I am delighted to announce that we will be extending our hours to make shopping more convenient. You-attitude: you will be able to shop evenings with the extended hours. 3. Consideration Exceptions DO NOT use “you’: 1. Sarcastic of negative information. Tactless: “You failed to enclose the check” More Tactful: Apply passive voice “the check was not enclosed. 2.Show audience benefit or interest in the receiver, audience may react positively when benefits are shown to them. Benefits must meet their needs, address their concern, or offer them reward. Merely just inserting “you” doesn’t ensure the you attitude. 3. Consideration 3. Emphasis on positive pleasant facts. Stress on what can be done instead of what can not be done. You failed to enclose the check in the envelop. Your check wasn’t enclosed. Negative unpleasant: we don’t refund if the returned item is soiled and unassailable. Positive pleasant: we refund when the return item is clean. 3.Consideration Positive words to people react favorably are: Benefit, Cordial, happy, help, generous, loyal, pleasure, thanks, thoughtful. Words with negative connotation that often allow unfavorable reaction are: Blame, complaint, failed, fault, negligence, regret, reject, trouble, unfair.