CE 403

Professional Practices and Communication

Lecture 2

Seven C’s of Effective Communication

Seven C’s

• Completeness

• Conciseness

• Consideration

• Clarity

• Courtesy

• Correctness

Completeness • Contains all relevant facts

• Style or manner such as to get desired reaction

• Have all necessary information for thorough accurate understanding

• Answer five W questions:

– Who

– What

– Why

– Where

– when

Completeness

• Answer all questions asked by receiver completely

• Admit unavailable information frankly and openly

• Provide unfavorable information honestly but tactfully

• Give additional extra information when desirable (as receiver may not know what they need or what to ask)

Conciseness

• Say what one has to say in fewest words

• Be complete without being wordy

• Include relevant material only

• Relevant: Material related to purpose of message is

Conciseness

• Omit:

– obvious information

– long introductions

– unnecessary explanations

– pompous words

– gushy politeness

Conciseness

• Avoid:

– Needless repitition of phrases and sentences

– use shorter name after mentioning longer name and its shorter abbreviation once

– use pronouns rather than repeating long nouns

Consideration • Being aware and sensitive to

– Desires

– Circumstances

– Problems

– Emotions

– Probable reactions

of receiver of message

Consideration

• Handle message from point of view of receiver

– “you attitude”

– Empathy

– the human touch

– Understanding of human nature

Consideration

• Considerate message sender does not

– Lose temper

– Accuse

– Charge without facts

Consideration

• Focus on you instead of “I” and “we”. For this

– Downplay own feelings

– Emphasize points of receiver

– Make explicit reference to or directly quote message or response of receiver

– Focus on needs and wants of receiver and means to satisfy those needs

Consideration

• Show interests/benefits of receiver in responding favorably to message

– Identify legitimate benefits of receiver

– Benefits should be realistic and tailored to individual needs

– Assess receiver’s perspective by putting oneself in his position

– Address receivers needs, concerns

Consideration

• Emphasize pleasant and positive facts by

– Stressing on what can be done and NOT on what cannot be done

– Focus on words that the recipient can consider favorably

Concreteness • Being

– Specific

– Definite

– Vivid

• Not being

– Vague

– General

• Using

– Denotative words (direct, explicit, in dictionary)

– Not connotative words (ideas, notions associated with word, phrase)

Concreteness

• For concrete messages message sender should

– Use specific facts and figures

– Use exact, precise statements, not general words

– Use active verbs. Active verbs make sentences specific, personal, concise, emphatic

– Choose vivid image building words having sensory appeal, comparisons, examples etc

Concreteness

• Concrete messages are

– Dynamic and interesting

– Receivers know what is exactly required or desired

Clarity

• Clarity needed for accurate understanding of message. For clarity

– Choose precise, concrete, familiar words conveying right meaning

– Choose words appropriate for situation

– Construct grammatically correct sentences, use correct sentence structure clearly expressing main idea

– Use short sentences with one main idea

– Sentences should have unity of idea

Courtesy

• Courtesy implies

– Politeness that grows out of respect and concern for others

– Requires sincere “you attitude”

– Requires being aware of feelings of receiver in addition to their perspectives

Courtesy • To be courteous

– Be sincerely tactful, thoughtful and appreciative

– Lack of courtesy: intentional abruptness, bluntness (sometimes stem from lack of awareness of another culture, country)

– Use cordial appreciative messages that show and build goodwill and respect

– Avoid irritating expressions or questionable humor that may offend

– Choose non-discriminatory expressions reflecting equal treatment of people regardless of gender, race, ethnic origin

Correctness • Correctness implies using proper grammar,

punctuation, spelling. In addition,

– Use right level of language. Formal (impersonal with long sentences), informal (use short conversational words as in business writing), sub-standard (incorrect words, grammar, pronunciation)

– Check accuracy of facts, figures, words. Verify statistical data, substantiate all information, determine whether facts have changed with time

– Give careful attention to appearance, format