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Formal Communication: Principles:: The 7 C's

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27 views46 pages

Formal Communication: Principles:: The 7 C's

Uploaded by

2k22.csai.tushargupta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Formal Communication: Principles:

The 7 C’s
Principles of Formal Communication
Formal communication requires building rapport
with the target audience.

Rapport-building is necessary, to:


✔ Convince our clients that we are no-nonsense
people in our jobs.
✔ They can trust on us to get their jobs done.
Principles: 7 C’s of Business Comm.

Consideration
Conciseness

Courtesy
Clarity

Completeness
Concreteness

Correctness
Let’s understand them one by one
CONCISENESS
“To-The-Point”
Conciseness
Conciseness means “to-the-point”.
We have to say things in as short way as possible.

Steps to achieve conciseness:


✔ Use key words.
✔ Important information first
✔ Delete over-polite phrases.
✔ Delete repetitions.
✔ Cross out redundancies.
✔ Cut out lengthy phrases
a. Using key words to hold attention
This method helps the reader to skim for
information better.

Eg.: My account balance got deducted because


of activation of Hello tunes. I did not request
for the activation. [18 words]
a. Using key words to hold attention
This method helps the reader to skim for
information better.

Eg.: My account balance got deducted because


of activation of Hello tunes. I did not request
for the activation. [18 words]
a. Using key words to hold attention

Correction:
Unauthorized activation of Hello Tunes
caused balance-deduction in my
account. [11 words]
b. Stating important information first

• We get convinced, when we have the reason


to do something first.

Apply this idea in writing:


# Bring ‘because’ part to the front’.
# Delete ‘Because’.
# Add ‘So’ to the last sentence.
b. Stating important information first

Eg.:
We need a bigger office because our business is
expanding.

Correct:
Our business is expanding. So, we need a bigger
office.
c. Delete Over-polite Phrases

Do not be over-eager to please.

Eg.:
With due regards, we would like to state that
the warranty period of your printer has
expired.
c. Delete Over-polite Phrases

Do not be over-eager to please.

Eg.:
With due regards, we would like to state that
The warranty period of your printer has
expired.
d. Delete repetitions

• Repetition of terms defocus our attention from other


information.

We remove repetition through:


1. Using umbrella terms.
2. Using pronouns.
3. Using abbreviations
d. Delete repetitions

• Repetition of terms defocus our attention from other


information.

We remove repetition through:


Umbrella terms are one-word for a
1. Using umbrella terms. specific category of things.
Eg.: Mobiles; laptops; i-pods=electronic
2. Using pronouns. devices

3. Using abbreviations
d. Delete repetitions

Eg.1: Using Umbrella terms


Candidates are instructed to bring their
Admit card and Aadhar card on the day
of examination. They would not be
allowed inside the exam hall in case they
do not possess Admit Card and Aadhar
Cards.
d. Delete repetitions

Eg.1: Using Umbrella terms


Candidates are instructed to bring their
Admit card and Aadhar card on the day
of examination. They would not be
allowed inside the exam hall in case they
do not possess Admit Card and Aadhar
Cards the documents.
d. Delete repetitions

• Eg. 2: Use pronouns to replace nouns


The HOD has called a meeting at 2:00 pm. The
venue is HOD’s chamber.

Correction:
The HOD has called a meeting at 2:00 pm in his
chamber.
d. Delete repetitions

• Eg. 3: Use abbreviations for technical terms


used twice in a passage

The opposition parties claimed that the


Electronic Voting Machines were bugged.
However, bugging an Electronic Voting
Machine is highly technical, and costly.
d. Delete repetitions

• Eg. 3: Use abbreviations for technical terms


used twice in a passage

The opposition parties claimed that the


Electronic Voting Machines were bugged.
However, bugging an EVM is highly technical,
and costly.
e. Cross out redundancies

Redundancy means saying the same thing two


times.

Eg. 1:Please meet me at 3 pm in the afternoon.

Eg. 2.: The machines are connected together via LAN.


e. Cross out redundancies

Redundancy means saying the same thing two


times.

Eg. 1:Please meet me at 3 pm in the afternoon.

Eg. 2.: The machines are connected together via LAN.


f. Cut out lengthy phrases

• Lengthy phrases confuse us.


• We need to use one words in their place.

Eg:
1. Our service-centers are in close proximity to
your locality.

2. In the event that Plan A fails, we will take up


Plan B.
f. Cut out lengthy phrases

• Lengthy phrases confuse us.


• We need to use one words in their place.

Eg:
1. Our service-centers are in close proximity to
near
your locality.

2. In the event
IF that Plan A fails, we will take up
Plan B.
Clarity
What is Clarity?
✔ Clarity means clear-cut message.
✔ No doubt in reader of what you want to say.
✔ No double meaning.
✔ No scope for confusion.
Steps to Achieve Clarity
1. Use glossary for technical terms.
2. Focus on answering the WH-questions:
what, whom, when, where, how, how many.
3. Use examples from daily life.
4. Use pictures and info-graphics.
Steps to achieve Clarity
6. Examples from the daily life of your audience.
7. Visual tools:
Pictures make ideas visual.
Graphs, pie-charts, etc are good for
complex information.
Bullets to indicate points; Flowcharts for process
Concreteness
Concreteness
• Concreteness means giving numerical
information rather than adjectives and
adverbs.
Eg.:
We need a bigger office space soon.
approx 10, 000 sq. ft. by end of November

A lot of customers filed return-and-refund for our


Twenty products today.
Correctness
Correctness
This means no error in:
✔ Grammar
✔ Spelling
✔ Punctuation
Completeness
Completeness
This means Complete product information:
• Legal Disclaimers
• Manufacturing and expiry date
• Terms and Conditions
• Warnings
• Instruction Booklet with pictures, etc.
Warn Customers about dangers of the product as well
Consideration
Consideration
This means putting yourself in client’s shoes.

Consideration is necessary when doing legal


counselling. Allowing your client to settle
down; asking whether she / he is ready for the
questioning; etc show your consideration.
Your facial expression and tone of voice should
be sympathetic.
Courtesy
Courtesy
• This includes showing respect to the person
you are talking to.
• It is done through:

1. Formal greetings to open and close a


conversation.
2. Using words that do not hurt the receiver.
1. Formal Greetings
✔ If replying to a complaint via email, start with
Thanks:
“Thank you for bringing this to our notice.”
✔ If on live chat, start the conversation with
Good Morning/Afternoon/Evening.
✔ Close the conversation with a:
thanks/ promise to solve the problem soon.
2. Use words that do not hurt the
receiver.
This includes using:
1. Gender-neutral words.
Every employee is supposed to bring his I-card to
the office. his/her

2. Using Euphemisms.
Eg.: We need to build a ramp at the entrance for our
physically handicapped employees.

Differently abled
Format of a formal Letter
• We generally use Block format to write formal
letters. Everything is left-aligned in Block
Format. Easy to check whether we have
missed anything.
Rules of Drafting
• Drafting means preparing the Write-up in three
stages:
✔ First Draft—roughly noting down all the points
you want to say.
✔ Second Draft—contains your revisions; edit
grammatical errors, Punctuation and spelling
errors. Also, try to order the ideas better.
✔ Third Draft—contains revisions done after other’s
suggestions. Contains adjustment of tone, so that
the reader acts accordingly.

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