Communication Skills

7 C’s
Week 2
Course Teacher: Ghulam Mubasher

Mubasher Ghulam
Review

We discussed

Need of 7 C’s
Clarity
4 ways of achieving
clarity

Mubasher Ghulam
2. Completeness

▶ Complete information must be provided to get the

desired result of communicative instance.
▶ Message should be complete in all aspects and meeting
the expectations of receiver
▶ Message receiver- either listeners or readers desire
complete information to their questions.
▶ Completeness can not be compromised on the cost of
conciseness

Mubasher Ghulam
2.1 Achieving Completeness

➢ Remember the 5 W’s & One H

1. Who?
2. What?
3. When?
4. Where?
5. Why?
6. How?

➢ Answer all questions:

A. Stated questions from questioner.
B. Implied questions from questioner.
➢ Give extra information, when desirable.
➢ use your good judgment in offering additional material if the
sender’s message was incomplete .
Mubasher Ghulam
2.2 Completeness (Examples)

(Incomplete letter to a new saving

depositor)

All our facilities are at your disposal,

and anytime we can be of service,
please call on us. Our appreciation
is best expressed by our being of
service to you.
.
Mubasher Ghulam
Revised, complete letter to the
new saving depositor
Thank you for the confidence you have shown in by the
savings account you recently opened. Our goal is to
make all our services to you both pleasant and
helpful.
Among the conveniences and services available, you may
be especially interested in these:
…………………………………………
………………………………………….
………………………………………….
You are most welcome to come in whenever we can assist
you. Please consider this association your financial
headquarters for your savings and borrowing needs.
Mubasher Ghulam
 2.4 Completeness
(Examples) (Incomplete queries)

1. Please fax me in return the departures from

Lahore to Karachi on the 15th .
This should be included for proper response
Response requires extra information as to times of day, train
service, traveling route, costs and departure/arrival times

2. How come my request for an interview letter

did not receive a response?
This should be included getting proper required information

When was letter sent? Who sent it? To whom it was sent?
Mubasher Ghulam
3. Conciseness

▶ Short and To the point

▶ Brevity is the soul of wit. (William Shakespeare)

▶ Witty people use economy of words but convey a lot.

▶ The philosophy of the whole world in just two lines:

“ what can I get from this world , its halal ( rightful) brings to
accountability and Haram (unlawful) brings damnation”
(Hazrat Ali R.A)

Mubashir Ghulam
3.1 Achieving Conciseness

1 One word Substitution :Use one word in place of phrases; one

sentence in place of two Read out loud to ‘listen’ for wordiness.
2 Omit outdated trite expression.
3 Provide Only relevant or desired information
4 Avoid unnecessary repetition: Does the same word or idea appear
too often?

Mubasher Ghulam
3.1 Conciseness (Eliminate Wordy Expression)

1 At this time 1 Now

2 Due to the fact that 2 Because
3 Please be advised 3 Your admission
that your admission statement has been
statement was received.
received.
4 It was known by Mr..
Smith that we must 4 Mr. Smith knew we
reduce inventory. must reduce inventory.
5 The total balance
due will be found on 5 The balance due is on
page 2 of this report. page 2 of this report.

Mubasher Ghulam
3.2. Conciseness (Include only relevant)

(Extra Information) (Precise information)

1 We hereby wish to 1 We appreciate your
let you know that confidence.
our company is
pleased with the
confidence you have
reposed in us.

Mubasher Ghulam
3.3 Conciseness (unnecessary
repetition)

▶ unnecessary repetition leads to dullness.

▶ Cut out all needless repetition of phrases
and sentences.
▶ Use shorter name after you have
mentioned the long one once.
▶ Use pronouns or initials rather than repeat
long name.

Mubasher Ghulam
3.4 Conciseness (Avoid unnecessary
repetition)

1 COMSATS Institute of 1 CIIT

Information Technology

2 Will you ship us sometime, 2 Please ship parcel post,

anytime during the month before the end of
of October would be fine, November, 300 regular 3
or even November if you by 15 inch blue felt
are rushed (November armbands with white sewn
would suit us just as well, in letters in the center.
fact a little bit better) 300
of the regular 3-by 15 inch
blue felt armbands with
white sewn letters in the
center. Thank you in
advance for sending these
along to us by parcel post,
and not express, as express
is too expensive.
Mubasher Ghulam
3.5 Self Assessment for
conciseness
▶ You can judge your level of writing mathematically

through Fog Index.

▶ Fog index = Fog factor ( Multisyllabic Words + Average
words per sentence)
▶ Fog Factor = 0.4
▶ Multi Syllabic Words = More than two syllables
(photography) 1.fuh 2·to 3·gruh 4·fee four syllable
▶ Avg words per sentence = total words of the text/ total
sentences
Precis writing and summarizing is also the part of making
things concise which will be discussed later

Mubasher Ghulam
4. Consideration

1 You Attitude ( putting your feet in the shoes of receiver)

2 See your material from your reader’s point of view.
3 ‘You’ is more desirable than ‘I’ or ‘We’ in most instances.
4 Readers like to see benefits. Be sure benefits are a prominent part
of the message.
5 Consciously use positive words; readers will react more favorably.

Mubasher Ghulam
4. Consideration (Focus on ‘You’ instead
of ‘I’ and ‘we’)

We-attitude You-attitude
▶ I am delighted 1 You will be able
to announce to shop in
that we will be evenings with
extending our the extended
hours to make hours.
shopping more
convenient.

Mubasher Ghulam
Consideration (Focus on
‘You’ instead of ‘I’ and ‘we’)

▶ You failed ▶ The

to enclose cheque
your
cheque in was not
the enclosed.
envelope.
Mubasher Ghulam
4. Consideration (Show audience
benefit or interest in the receiver, pleasant
facts)
Negative - Unpleasant Positive – Pleasant
▶ It is impossible 1 As soon as your
to open an signature card
account for you reaches us, we
today. will gladly open
an account.

Mubasher Ghulam
Consideration (Show
audience benefit or interest in
the receiver, pleasant facts)
▶ We don’t ▶ We refund when
refund if the the returned
returned item item is clean and
is soiled and resalable.
unsalable.

Mubasher Ghulam
4. Consideration (Emphasize
pleasant words)

liked Disliked
▶ Favorably 1 Blame
▶ Cordially 2 Complaint
▶ Benefit 3 Failed
▶ Happy 4 Fault
▶ Help 5 Negligence
▶ Generous 6 Regret
▶ Loyal 7 Reject
▶ Pleasure 8 Trouble
▶ Thanks 9 Unfair
▶ Considerable 10 Mistake

Mubasher Ghulam
Recapitulation

▶ To compose effective written or oral messages, we must apply certain

communication principles.

▶ Seven Cs can apply to both oral and written communication.

▶ These principles basically apply on sentence level.

1. Completeness: Message receiver- either listeners or readers desire complete
information to their questions.
▶ Remember the five W’s & One H
▶ Answer all questions:
▶ Give extra information, when desirable.
1 2. Conciseness: Use one word in place of phrases; one sentence in place
of two Read out loud to ‘listen’ for wordiness.
▶ Omit outdated expression.
▶ Ask yourself: What material is really relevant?
▶ Look for unnecessary repetition: Does the same word or idea appear too
often?

Mubasher Ghulam
Recapitulation

Consideration:
▶ See your material from your reader’s point of view.
▶ ‘You’ is more desirable than ‘I’ or ‘We’ in most
instances.
▶ Readers like to see benefits. Be sure benefits are a
prominent part of the message.
▶ Consciously use positive words; readers will react
more favorably.
▶ Show audience benefit or interest in the receiver,
pleasant facts
▶ Emphasize pleasant words
Mubasher Ghulam
 Thank You

Mubasher Ghulam