Effective communication involves accuracy in the sending and receiving processes. To compose effective written or oral messages, we must apply certain communication principles. These principles provide guidelines for choice of content and style of presentation, adapted to the purpose and receiver of the message. These principles commonly known as 7 C’s of effective communication.
- Completeness
- Conciseness
- Consideration
- Concreteness
- Clarity
- Courtesy
- Correctness
1) COMPLETENESS
A message is complete when it contains all the facts that are need by the listener or reader for the response you desire.
Suppose you are working with multinational company who is engaging with engineering goods, like A.C. Now let say one of your major customer wants some technical information regarding “thermostat” (because he wants to convey the same to the end users). In this case you have to provide him complete information in a short span of time.
If possible, provide him some extra information which he does not know, in this way you can maintain a good business relation with him, otherwise he may switch to another company.
One way to make your message complete is to answer the five W’s.
Conclusion of completeness
At the end we can say that, you must provide him:-
- All necessary information as requested by him.
- Answers to his all questions carefully
- Provide some more information, which he is not requiring, just to maintain good relations.
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 saves the time and expenses for both the parties. Keeping in mind all the other qualities of effective communication.
How to achieve the conciseness?
For achieving the conciseness you have to consider the following.
1. Avoid wordy expression
2. Include only relevant material
3. Avoid unnecessary repetition.
Avoid Wordy Expression
E.g. Wordy: - at this time.
Instead of “at this time” you can just use only a concise word: - NOW,
Always try to use “To the point Approach” in business scenario perspective.
Include only relevant information
Always try to provide only relevant information to the receiver of the message.
Ø Stick to the purpose of message
Ø Delete irrelevant words
Ø Avoid long introduction, unnecessary explanation etc.
Ø Get to the important point concisely.
Avoid un-necessary Repetition
Some times repetition is necessary for focusing some special issue. But when the same thing is said without two or three reasons, the message become wordy and boring. That’s why try to avoid Un-necessary repetition.
3) CONSIDERATION
Consideration is very important “C” among all the seven C’s. Consideration means – To consider the receiver’s Interest/Intention. It is very important in effective communication while writing a message you should always keep in mind your target group.
Three specific ways to indicate consideration
o Focus on “you” instead of “I” or “We”
o Show audience benefit or interest of the receiver
o Emphasize positive, pleasant facts.
Using “you” help you, but over use lead a negative reaction.
Always write a message in such a way how audience should be benefited from it. e.g.
We attitude
I am delighted to announce that we will extend to make shopping more.
You attitude
“You will be able to shop in the evening with the extended hours.”
Readers may react positively when benefit are shown to them.
Always try to address his/her need and want.
Ø Always show/write to reader………what has been done so far as his/her query is concerned.
Ø And always avoid that his/her need and wants.
Ø Always avoid that has not been done so far.
4) CONCRETENESS
It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver).
When you talk to your client always use facts and figures instead of generic or irrelevant information. Being concrete is being vivid, definite and specific rather than obscure, vague and general.
The following guidelines should help you to achieve the Concreteness.
· Use specific facts and figures
· Choose image building words e.g.
General
He is very intelligent student of class and stood first in the class.
Concrete
Ali’s GPA in B.Sc Electrical Engineering 2k3-f session was 3.95/4.0, he stood first in his class.
Always write on a very solid ground. It should definitely create good image as well.
5) CLARITY
Getting the message through in an accurate manner is the purpose of clarity. In effective business communication the message should be very much clear. So that reader can understand it easily.
· You should always choose precise words.
· Always choose familiar and easy words.
· Construct effective sentences and paragraphs.
In business communication always use precise words rather longer statements. If you have a choice between long words and shorter one, always use shorter one. You should try your level best to use familiar/easy to understand words so that your reader will quickly under stand it
Familiar Next familiar words
1-after subsequent
2-home domicile
3-for example e.g.
4-pay remuneration
5-invoice statement for payments
6) COURTESY
Courtesy means not only to think about the receiver’s reaction but also his / her feelings. It not only involves usage of polite words and gestures but also pure politeness that grows out of respect and concern for others. Knowing your audience allows you to use statements of courtesy; be aware of your message receiver. Courtesy stems from a sincere you-attitude.
Courteous communication generates a special tone in their writing and speaking.
How to generate a Courteous Tone?
The following are suggestions for generating a courteous tone:
· Be sincerely tactful, thoughtful and appreciative.
· Use expressions that show respect for the others
· Choose nondiscriminatory expressions
Be sincerely Tactful, Thoughtful and Appreciative
Though few people are intentionally abrupt or blunt, these negative traits are common cause of discourtesy.
Avoid expression like those in the left hand column below; rephrase them as shown in the right-hand column.
| Tactless, Blunt | More Tactful |
| Stupid letter; I can’t understand | I should understand it, as there is no confusing word in this letter, could you please explain it once again..? |
| Its your fault, you did not properly read my latest FAX | Sometimes my wording is not precise; let me try again |
Thoughtfulness and Appreciation:
Writers who send cordial, courteous messages of deserved congratulations and appreciation (to a person inside & outside) help to build goodwill. The value of goodwill or public esteem for the firm may be worth thousands of dollars.
7) CORRECTNESS
This quality means to correct use of grammar, spelling and punctuation. In terms of verbal communication, this refers to accuracy in pronunciation. However, message must be perfect grammatically and mechanically.
.The term correctness, as applied to business messages also mean three characteristics
o Use the right level of language
o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics
Use the right Level of Language
Select the right level of language for your communication either formal or informal. Realize that informal language is most often in business communication.
Take a quick guess: what kind of writing is associated with each level? What is the style of each?
Formal and Informal Words
Formal writing is often associated with scholarly writing. Informal writing is more characteristic of business writing. Here you use words that are short, well-known and conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
Facts and Figures Accuracy
- Verify your statistical data
- Double-check your totals
- Avoid guessing at laws that have an impact on you, the sender and your
- Have someone else read your message if the topic involves data.
- Determine whether a “fact” has changed over time
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