Effective Communications

with 7Cs
 Seven C’s of Effective
Communication

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
1.Completeness
 Provide all necessary information.
 Answer all questions asked.
 Give something extra, when desirable.
Provide all necessary information.

>. Accurate understanding.

>. 5 Ws & 1 H.
 Five W’s
• WHO?
• WHAT?
• WHEN?
• WHERE?
• WHY?
• useful when you write requests, announcements,
or other informative messages.
• For instance, to order (request) merchandise,
make clear WHAT you want, WHEN u need it,
WHERE it is to be sent.
COMPLETENESS
- complete and adequate.
- Incomplete messages: guessing, misunderstanding
and delay actions.
- provided with all the required facts and figures.

For example, when factory supervisor instructs

workers to produce, he must specify the exact size,
shape, quality and cost of the product.

Any assumptions behind the messages: be clarified.

While answering a letter, all the questions raised in

the letter must be replied
2. Conciseness.
 Wipe out wordy expression.
 Add only relevant information.
 Avoid unnecessary repetition.
 Using Single-words instead of too long.
 Bullet your words
 2.Conciseness.
For Example;

 Due to the fact that Because

 In due course Soon

 At this time Now

 Few in number Few

 On a weekly basis Weekly

 In spite of the fact that Although

 Until such time as Until
 Meet together Meet
2.Conciseness.
Add only relevant information.
>. Stick to the point.
>. Delete irrelevant statements.
>. Avoid long introduction and Unnecessary
explanations

Avoid unnecessary repetition.

Do not repeat the words or ideas
unnecessarily.
 CONCISENESS
be brief and be able to say in fewest
possible words without sacrificing the
other C qualities.
- benefits:

1. saves time and expense for both sender

and receiver.
2. emphasis; by eliminating unnecessary
words
3. avoid unnecessary information.
 Include only relevant information
• Always try to provide only relevant information to the
receiver of the message.
• Lets say one of your customer requested
 for clients of the company
 in reply you should provide simply list of clients at the panel of your
company.
 No need to provide detailed business information about client at all.
• Observe the following suggestions to “ Include only relevant
information.”
– Stick to the purpose of message
– Delete irrelevant words
– Avoid long introduction, unnecessary explanation etc.
– Get to the important point concisely.
 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.
Avoid un-necessary Repetition
• Some times repetition is necessary for focusing some
special issue.
• But when the same thing is said with out two or three
reasons, the message become wordy and boring.
• That’s why try to avoid unnecessary repetition.
 Some ways to eliminate unnecessary words

• Use shorter name after you have mentioned the long

once. e.g.
• Spectrum communications Private limited use
spectrum.
• Use pronouns or initials E.g.
Instead of world trade organization use WTO or You
can use IT for Information Technology.( keeping in
views that receiver knows about these terms)
3.Consideration.
 Focus on “you” instead of “I” and “we”.
 Show audience interest in the receiver.
 Emphasize positive, pleasant facts.
• Consideration means to consider the
receiver’s Interest/Intention.
• should always keep in mind your target
group
• consideration is very important “C” among
all the seven C’s.
 3.Consideration.
Focus on “you” instead of “I” and “we”.
>. Creating a YOU attitude.
>. Assume you know people needs.
>. Do not use YOU in insensitive cases.
 Show audience interest in the receiver.
 Talk about receiver benefits.
• Always show/write to reader………… what has
been done so far as his/her query is concerned.
• And always avoid that his/her need and wants.
• Always avoid that has not been done so far.
Consideration
1. prepare every message with the recipient in mind and try to
put yourself in his or her place.
2. Try to visualize your readers (or listeners)—with their
desires, problems, circumstances, emotions, and probable
reactions to your request.
3. handle the matter from their point of view
4. This thoughtful consideration is also called "you-attitude,"
empathy, the human touch, and understanding of human
nature. (It does not mean, however, that you should overlook
the needs of your organization.)
3.Consideration.
 Emphasize positive, pleasant facts.
 Be Optimistic.
Favorably Unfavorable
Happy Unhappy
Help Hopeless
Generous Reject
Pleasure Trouble
Loyal Unfair
Thanks Regret
Consideration
1. Consideration underlies the other six C's of good
business communication
2. Adapt language and message content to your
receiver's needs when you make your message
complete, concise, concrete, clear, courteous, and
correct.

However, in four specific ways you can indicate you

are considerate:

• Focus on "you" instead of "I" and "we."

• Show reader benefit or interest in reader.
• Emphasize positive, pleasant facts.
• Apply integrity and ethic
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.
4.Concreteness.
 Use specific facts & figures.
 Put actions in your verbs.
 Choose vivid, image-building words.
Use precise statements instead of vague words.
Instead of writing : Student GMAT scores are
higher
It should be written: In 1996 the GMAT scores
averaged 600; by 1997 they had risen to 610.
4.Concreteness.
Some Vague words. slightly, small, soon, a few, almost,
several
 Put actions in your verbs.
- Use active voice.
- Use action in verbs, Not in nouns.
 Choose vivid, image-building words.
 Use impressive and appealing worlds
The following guidelines should help you to
achieve the Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and
stood first in the class.
5.Clarity.
 Choose Precise, concrete and familiar words.
 Construct effective sentences and paragraphs.
 Choose Precise, concrete and familiar
words.
- Use Simple & famous words.
- Write your purpose clearly.
5.Clarity.

Familiar Words Pretentious Words

About Cirea (L)

After Subsequent
Home Domicile
For example E.g.
Pay Remuneration
Invoice Statement of payment
5.Clarity.
Construct effective sentences and paragraphs.

 Length. (Sentence <40 words)

 Unity. (One main idea in one
paragraph)
 Coherence. ( Say clearly)
 Emphasis. (Choose correct sentence to
focus on it.
Clarity
1. Getting your message across -> receiver will understand
what you are trying to convey.
2. interpret your words with the same meaning you have
in mind.
3. difficult: individual experiences, words :have different
meanings to different persons.

some ways to help make messages clear:

1. Choose short, familiar, conversational words.
2. Construct effective sentences and paragraphs.
3. Achieve appropriate readability (and listenability).
4. Include examples, illustrations, and other visual aids,
when desirable.
 Accurately is purpose of clarity
Message: very much clear -> can understand
easily.
Choose precise words.
Familiar and easy words.
Construct effective sentences and
paragraphs.
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.
 Be sincerely tactful, thoughtful and appreciative.
 Use expression that show respect.
 Use nondiscriminatory expressions.
 Be sincerely tactful, thoughtful and appreciative
• Use expression that show respect.
 Avoid irritating expressions.
 Avoid using questionable humor.
 Use nondiscriminatory expressions.
 Use language for all kind of people.
Courtesy
• strengthen present business friendships, as well as
make new friends.
• stems from sincere you-attitude.
• It is not merely politeness with mechanical
insertions of "please's" and "thank-you'd."
• Be sincerely tactful, thoughtful, and appreciative.
• Omit expressions that irritate, hurt, or belittle.
• Grant and apologize good-naturedly.
 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 I should understand it, as
understand there is no confusing word in
this letter, could you please
explain it once again ..?
Its your fault, you did not Sometimes my wording is not
properly read my latest FAX 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.
 Use the right level of language.
• Check the accuracy of figures, facts and words.
Check the accuracy of figures, facts and words.
 Verify your numerical data.
 Double check your totals.
 Ask someone else to read you message.
7.Correctness.
Use the right level of language.
More Formal Less Formal
Participate Join
Procure Get
Endeavor Try
Ascertain Find out
utilize Use
Correctness
1. right level of language and accuracy of facts, figures
and words.
2. information not correctly conveyed: lose credibility.
3. Transmission of incorrect information to superiors
will vitiate decision making process; to outsiders will
spoil the public image of the firm.
5. Grammatical errors should also be avoided.
6. not transmit any message unless absolutely sure of
its correctness.
 7) Correctness

- proper grammar, punctuation and

spelling.
- three characteristics
o Use the right level of language
o Check the accuracy of figures, facts and
words
o Maintain acceptable writing mechanics
 Formal and Informal Words
Formal writing is often associated with scholarly writing:
doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
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
 Substandard Language
Avoid substandard language. Using correct words,
incorrect grammar, faulty pronunciation all
suggest as inability to use good English. Some
examples follow:
Substandard More Acceptable
Ain’t isn’t,aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen
 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
SELF LEARNING MODULE 1 CHAPTER 4

Seven c’s are….

 Clear.
 Concise.
 Concrete.
 Correct.
 Coherent.
 Complete.
 Courteous.

41
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Clear
 When writing or speaking to someone, be clear about your goal or
message.
 What is your purpose in communicating with this person? If you're
not sure, then your audience won't be sure either.
 To be clear, try to minimize the number of ideas in each sentence.
 Make sure that it's easy for your reader to understand your meaning.
 People shouldn't have to "read between the lines" and make
assumptions on their own to understand what you're trying to say.

42
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Hi John,
I wanted to write you a quick note about
Daniel, who's working in your department.
He's a great asset, and I'd like to talk to you
more about him when you have time.
Best,
Skip
43
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example
Hi John,
I wanted to write you a quick note about Daniel Kadar, who's working
in your department. In recent weeks, he's helped the IT department
through several pressing deadlines on his own time.
We've got a tough upgrade project due to run over the next three
months, and his knowledge and skills would prove invaluable.
Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to call you
to discuss this further?
Best wishes,
Skip
This second message is much clearer, because the reader
has the information he needs to take action.

44
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Concise

When you're concise in your

communication, you stick to the point and
keep it brief. Your audience doesn't want to
read six sentences when you could
communicate your message in three.

45
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Hi Matt,
I wanted to touch base with you about the email marketing campaign we
kind of sketched out last Thursday. I really think that our target
market is definitely going to want to see the company's philanthropic
efforts. I think that could make a big impact, and it would stay in
their minds longer than a sales pitch.
For instance, if we talk about the company's efforts to become
sustainable, as well as the charity work we're doing in local schools,
then the people that we want to attract are going to remember our
message longer. The impact will just be greater.
What do you think?
Jessica
This email is too long! There's repetition, and there's plenty
of "filler" taking up space.

46
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example
Watch what happens when we're concise and take out the filler
words:

Hi Matt,

I wanted to quickly discuss the email marketing campaign that we analyzed

last Thursday. Our target market will want to know about the company's
philanthropic efforts, especially our goals to become sustainable and
help local schools.

This would make a far greater impact, and it would stay in their minds
longer than a traditional sales pitch.

What do you think? Jessica

47
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Concrete
When your message is concrete, then your
audience has a clear picture of what you're
telling them. There are details (but not too
many!) and vivid facts, and there's laser-like
focus. Your message is solid.

48
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Consider this advertising copy:

The Lunchbox Wizard will save you time every day.

A statement like this probably won't sell many of these

products. There's no passion, no vivid detail, nothing
that creates emotion, and nothing that tells people in the
audience why they should care. This message isn't
concrete enough to make a difference.

49
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example
How much time do you spend every day packing your kids' lunches?
No more! Just take a complete Lunchbox Wizard from your
refrigerator each day to give your kids a healthy lunch and have
more time to play or read with them!

This copy is better because there are vivid images. The

audience can picture spending quality time with their kids – and
what parent could argue with that? And mentioning that the
product is stored in the refrigerator explains how the idea is
practical. The message has come alive through these details.

50
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Correct

When your communication is correct, it

fits your audience. And correct
communication is also error-free
communication.

51
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Hi Daniel,

Thanks so much for meeting me at lunch today! I enjoyed our

conservation, and I'm looking forward to moving ahead on our
project. I'm sure that the two-weak deadline won't be an issue.

Thanks again, and I'll speak to you soon!

Best,

Jack Miller

52
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

 If you read that example fast, then you might not have caught
any errors. But on closer inspection, you'll find two.
 The first error is that the writer accidentally typed
conservation instead of conversation. This common error can
happen when you're typing too fast.
 The other error is using weak instead of week.
 Again, spell checkers won't catch word errors like this,
which is why it's so important to proofread everything!

53
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Coherent

When your communication is coherent,

it's logical. All points are connected and
relevant to the main topic, and the tone and
flow of the text is consistent.

54
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Traci,
I wanted to write you a quick note about the report you finished last
week. I gave it to Michelle to proof, and she wanted to make sure
you knew about the department meeting we're having this Friday.
We'll be creating an outline for the new employee handbook.
Thanks,
Michelle
As you can see, this email doesn't communicate its point
very well. Where is Michelle's feedback on Traci's report?
She started to mention it, but then she changed the topic to
Friday's meeting.

55
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example
Hi Traci,
I wanted to write you a quick note about the report you finished last
week. I gave it to Michelle to proof, and she let me know that
there are a few changes that you'll need to make. She'll email you
her detailed comments later this afternoon.
Thanks,
Michelle
Notice that in the good example, Michelle does not
mention Friday's meeting. This is because the meeting
reminder should be an entirely separate email. This way,
Traci can delete the report feedback email after she makes her
changes, but save the email about the meeting as her reminder
to attend. Each email has only one main topic.

56
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Complete

In a complete message, the audience

has everything they need to be informed
and, if applicable, take action.

57
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Hi everyone,

I just wanted to send you all a reminder about the meeting

we're having tomorrow!

See you then,

Chris

This message is not complete, for obvious reasons.

What meeting? When is it? Where? Chris has left his
team without the necessary information.

58
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example

Hi everyone,

I just wanted to remind you about tomorrow's meeting

on the new telecommuting policies. The meeting will
be at 10:00 a.m. in the second-level conference room.
Please let me know if you can't attend.

See you then,

Chris

59
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Courteous
Courteous communication is friendly,
open, and honest. There are no hidden
insults or passive-aggressive tones. You
keep your reader's viewpoint in mind, and
you're empathetic to their needs.

60
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Bad example
Jeff,
I wanted to let you know that I don't appreciate how your team always
monopolizes the discussion at our weekly meetings. I have a lot of
projects, and I really need time to get my team's progress discussed as
well. So far, thanks to your department, I haven't been able to do that.
Can you make sure they make time for me and my team next week?
Thanks,
Phil
Well, that's hardly courteous! Messages like this can
potentially start office-wide fights. And this email does nothing
but create bad feelings, and lower productivity and morale. A
little bit of courtesy, even in difficult situations, can go a long
way.

61
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Good example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During our weekly
meetings, your team does an excellent job of highlighting their
progress. But this uses some of the time available for my team to
highlight theirs. I'd really appreciate it if you could give my team a
little extra time each week to fully cover their progress reports.
Thanks so much, and please let me know if there's anything I can do for
you!
Best,
Phil
What a difference! This email is courteous and friendly, and it
has little chance of spreading bad feelings around the office.

62
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Few variations of 7 c’s

 Credible– Does your message improve or highlight
your credibility ? This is especially important when
communicating with an audience that doesn't know much
about you.

 Creative – Does your message communicate creatively?

Creative communication helps keep your audience engaged.

63
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

Key Learnings
 All of us communicate every day. The better we
communicate, the more credibility we'll have with our
clients, our boss, and our colleagues.
 Use the 7 Cs of Communication as a checklist for all of
your communication. By doing this, you'll stay clear,
concise, concrete, correct, coherent, complete, and
courteous.

64
Teamglobal©Kautilya Learning Academy of Professionals
SELF LEARNING MODULE 1 CHAPTER 4

65
Teamglobal©Kautilya Learning Academy of Professionals