Week # 3-Effective Communications

8/6/2019 Week # 3-Effective Communications

1/22

Effective CommunicationsEffective Communications

in Business Writing (7 Cs)in Business Writing (7 Cs)Week # 3Week # 3

Students are advised not to solely rely on the Lecture Slides. A careful study of book isStudents are advised not to solely rely on the Lecture Slides. A careful study of book is

desirable for examsdesirable for exams


2/22

Seven Cs of EffectiveSeven Cs of Effective

CommunicationCommunication1.1. CompletenessCompleteness

2.2. ConcisenessConciseness

3.3. ConsiderationConsideration4.4. ConcretenessConcreteness

5.5. ClarityClarity

6.6. CourtesyCourtesy

7.7. CorrectnessCorrectness


3/22

CompletenessCompleteness

Provide all necessary InformationProvide all necessary Information One way tomake your message complete is to answer the five Ws.One way tomake your message complete is to answer the five Ws.

WHO?WHO?

WHAT?WHAT?

WHEN?WHEN? WHERE?WHERE?

WHY?WHY?

For instance, toorder (request) merchandise, make clear WHAT youFor instance, toorder (request) merchandise, make clear WHAT youwant, WHEN you need it, WHERE it is to be sent. and HOWpaymentwant, WHEN you need it, WHERE it is to be sent. and HOWpayment

will be done.will be done.

The five question method is useful when you write requests,The five question method is useful when you write requests,announcements, or other informative messages.announcements, or other informative messages.


4/22

CompletenessCompleteness

Answer all questions askedAnswer all questions asked

Stated questions from questionerStated questions from questioner

Implied questions from questionerImplied questions from questioner

Give something extra when desirableGive something extra when desirable

The customers may not know what they needThe customers may not know what they need


5/22

ConcisenessConciseness

Conciseness means convey the message by using fewestConciseness means convey the message by using fewestwords.words.

Eliminate wordy expressionsEliminate wordy expressions

Include only relevant materialInclude only relevant material

Avoid unnecessary repetitionAvoid unnecessary repetition


6/22

Eliminate Wordy ExpressionsEliminate Wordy Expressions

Wordy: At this timeWordy: At this time

Concise: NowConcise: Now

Wordy: Due to the fact thatWordy: Due to the fact that

Concise: BecauseConcise: Because

Wordy: Please be advised that your admission statement wasWordy: Please be advised that your admission statement was

receivedreceived

Concise: Your admission statement has been received.Concise: Your admission statement has been received.


7/22

Include Only Relevant MaterialInclude Only Relevant Material

Stick to the purposeStick to the purpose

Go to the important point conciselyGo to the important point concisely

Avoid long introductions and unnecessaryAvoid long introductions and unnecessary

explanationsexplanations


8/22

Avoid Unnecessary RepetitionAvoid Unnecessary Repetition

Use a shorter name after you have mentionedUse a shorter name after you have mentioned

the longone. Instead of North Centralthe longone. Instead of North Central

Company use North CentralCompany use North Central

Use pronouns or initials E.g.,Use pronouns or initials E.g.,

Instead of world trade organization use WTO

orInstead of world trade organization use WTO

oryou can use IT for Information Technologyyou can use IT for Information Technology


9/22

ConsiderationConsideration

Consideration means to consider the receivers Interest.Consideration means to consider the receivers Interest.

Focus on you instead of I or WeFocus on you instead of I or We

Show audience benefit or interest of the receiverShow audience benefit or interest of the receiver

Emphasize positive, pleasant facts.Emphasize positive, pleasant facts.


10/22

Focus On You Instead Of I OrFocus On You Instead Of I Or

WeWeAlways try to address receivers needs and wants.Always try to address receivers needs and wants.

Using you help you, but over use lead a

Using you help you, but over use lead anegative reaction. The use of you in negativenegative reaction. The use of you in negative

situations can be avoided by employing thesituations can be avoided by employing thepassive voice.passive voice.

Insensitive: You failed to enclose your check in theInsensitive: You failed to enclose your check in theenvelopeenvelope

Considerate: The check was not enclosed.Considerate: The check was not enclosed.


11/22

Emphasize positive, pleasant factsEmphasize positive, pleasant facts

NegativeNegative -- Unpleasant: It isUnpleasant: It is impossibleimpossibletoopen antoopen an

account for you todayaccount for you today

PositivePositive Pleasant: as soon as your signature card isPleasant: as soon as your signature card is

received, we will gladlyopen an account for you.received, we will gladlyopen an account for you.


12/22

ConcretenessConcreteness

It means that message should beIt means that message should be specificspecific insteadinstead

ofofgeneral.general. Misunderstandingof words createsMisunderstandingof words creates

problems for both parties (sender and receiver).problems for both parties (sender and receiver).

When you talk to your client, always use factsWhen you talk to your client, always use facts

and figures instead of generic or irrelevantand figures instead of generic or irrelevant

informationinformation


13/22

ConcretenessConcreteness

Use specific facts and figuresUse specific facts and figures

Put action in your verbs.Put action in your verbs.

Choose vivid, image building wordsChoose vivid, image building words


14/22

Use Specific Facts and FiguresUse Specific Facts and Figures

Vague statement: GMAT scores are higherVague statement: GMAT scores are higher

Concrete statement: In 1996, the GMAT scoresConcrete statement: In 1996, the GMAT scoresaveraged 600; by1997, they had risen to 610.averaged 600; by1997, they had risen to 610.

Put action in your verbsPut action in your verbs

Use active voiceUse active voice

Put action in verbs, not in nounsPut action in verbs, not in nouns


15/22

Put Action in your VerbsPut Action in your Verbs

Use active voiceUse active voice

Passive: The tests were administered by the professors.Passive: The tests were administered by the professors.

Active: Professors administered the testsActive: Professors administered the tests

Active verbs helpmake your sentence more specificActive verbs helpmake your sentence more specific

and concise.and concise.

Passive voice can be used when you want to avoidPassive voice can be used when you want to avoid

personal commentspersonal comments


16/22

Put action in verbs, not in nounsPut action in verbs, not in nouns

Action hiding in Quiet Noun:Action hiding in Quiet Noun: Professor Jahanzeb will give Professor Jahanzeb will give considerationconsiderationto theto the

report.report.

Action in the Verb:Action in the Verb:

Professor Jahanzeb will Professor Jahanzeb willconsiderconsider the report.the report.


17/22

ClarityClarity

Choose familiar wordsChoose familiar wordsFamiliar Unnecessary difficultFamiliar Unnecessary difficult

After subsequent After subsequent

Pay remunerationPay remuneration

Invoice statement for paymentInvoice statement for payment

in myopinionin myopinion IMOIMO

Laughingout loudLaughingout loud LOLLOL

Avoid jargon when the receiver is not accustomed to it.Avoid jargon when the receiver is not accustomed to it.


18/22

Construct effective Sentences andConstruct effective Sentences and

ParagraphsParagraphs

LengthLength

Try to write sentence with 17 to 20 wordsTry to write sentence with 17 to 20 words

UnityUnity

One main idea in a sentence and others must be closelyOne main idea in a sentence and others must be closelyrelatedrelated

Poor Sentence:Poor Sentence:I like Mr. Baig and Eifel Tower is in ParisI like Mr. Baig and Eifel Tower is in Paris


19/22

CoherenceCoherence

Arrangement of words correctly so that ideas clearlyArrangement of words correctly so that ideas clearly

express the meaning.express the meaning.

Unclear:Unclear: His report was about managers, broken downHis report was about managers, broken downby age and genderby age and gender

Clear:Clear: His report focused on age and gender ofmanagers.His report focused on age and gender ofmanagers.

EmphasisEmphasis

Put main ideas up front within a sentence.Put main ideas up front within a sentence.


20/22

CourtesyCourtesy

Be sincerely tactful and appreciativeBe sincerely tactful and appreciative

Tactless, blunt More Tactful Tactless, blunt More Tactful

Its your fault, you did not Sometimes my wording is notIts your fault, you did not Sometimes my wording is not

properly read mylatest FAX precise; let me try againproperly read mylatest FAX precise; let me try again

Use expressions that show respectUse expressions that show respect

Omit irritating expressionsOmit irritating expressions E.g., you failed to, you are ignorant of, youleave us no choiceE.g., you failed to, you are ignorant of, youleave us no choice


21/22

Choose Non discriminatory expressionsChoose Non discriminatory expressions

Man WordsMan Words

Questionable More DesirableQuestionable More DesirableFreshman First year studentsFreshman First year students

Manpo wer workforce, employeesManpo wer workforce, employees


22/22

CorrectnessCorrectness

Use the Right Level of LanguageUse the Right Level of Language

Formallanguage is used for legal documents, topFormallanguage is used for legal documents, toplevel Govt. agreementslevel Govt. agreements

Informallanguage is more used in businessInformallanguage is more used in businesscommunicationcommunication

Check accuracy ofFigures, Facts and wordsCheck accuracy ofFigures, Facts and words

Maintain Acceptable Writing MechanicsMaintain Acceptable Writing Mechanics GrammarGrammar--checkschecks

SpellSpell--checkschecks

Week # 3-Effective Communications

Documents

Transcript of Week # 3-Effective Communications