Complete

• When creating a message, it’s important to give the recipient

all of the information they need to follow our line of
reasoning and to reach the same conclusions we have.
• This level of detail will be different in different situations, and
we should adjust our communications accordingly.
• We should also make things as easy as possible for the
recipient. For example, if we are issuing a “call to action”, we
should provide explicit guidance on that action.
• Increasingly it’s common to include things like hyperlinks in
written communications or to attach FAQs, both of which
help audiences access a complete set of information while
also ensuring that core communications focus on core
messages.
• A useful Framework used in all managerial communication is
MECE: our ideas should be mutually exclusive, and
collectively exhaustive
 Concise


• When communicating messages it is important to stick to
the point and keep our messages short and simple.

• Why use 10 words if we can use five?

• The more we say or write, the more risk there is of

confusion.

• We can avoid that risk by focusing solely on the key points

we need to deliver.


Clarity and Coherence

• Situation: As you know; work in our department has increased by 20% a

• There are several stages to clarity. year for each of the last 4 years. Nevertheless, in line with headquarters
policy, we have kept the head count to just 14 people. The result has been
• First, it is important to be clear about the purpose of the message overtime and week end work, plus a growing backlog.
we are delivering
• Complication The backlog has now reached 22 weeks, which the field is
• The recipient should be made aware of why they are receiving the finding unacceptable, and we have no further scope for adding hours.
message and what we are trying to achieve by delivering it. If there Research has indicated that we can both cut the backlog and reduce the
are multiple goals, each should be laid out separately. need for overtime working by installing an IBM at a cost of $ __ _

• Second, it is essential that the content of the communication is

itself clear. We should avoid jargon, use simple language, use simple
• Question: Do we install the new machine?
structures and focus on the core points of message.
• Answer: We urge your approval of this request. You should approve this
• One way to bring clarity is to structure our communication is to use request because:
the following structure:
• Resolution of the problen1 cannot wait
• Situation (the background)
• This action will solve the problem (or this is the best way to solve
• Consequence/complication (challenge that needs to be addressed)
the problem, if there are alternatives available)
• Question (What is the call to action?)
• The cost will be more than offset by the projected savings (or
• Answer (Our recommendations) some other form of financial justification)
• There are other goodies we can get.
Correct

• It is essential that both-factual information and

language we use are correct. 
• If our audience spots errors in either, they will be
distracted and our credibility will be greatly
reduced. Total should be 100%, it is coming to 98.99 in the chart
• This will reduce the effectiveness of our
communication.
• Consider using AI based tools like Grammarly to help
us write better
• We must ensure all data presented is annotated
with source.


• We should also use the right chart to display
information
Concrete
What we use, and what we can edit
• past history, • First and Foremost,
• Concrete communication implies being particular • final outcome, • Revert back,
and clear rather than fuzzy and general. • collaborate together, • Absolutely necessary,
• Concreteness strengthens confidence. • advance notice, • Advance warning,

• Concrete message has following features: • positive improvement, • Alternative choice,

• It is supported with specific facts and figures. • serious crisis, • Actual facts,

• It makes use of words that are clear and that build • repeat again, • All throughout,
the reputation. • Basic necessities, • Blend together,
• Concrete messages are not misinterpreted. • unintended mistake, • Brief moment,
• End result, • Careful scrutiny,
• Added bonus, • close proximity,
• Could possibly, • advance planning,
• totally unique, • Completely filled,
• few in number • major breakthrough,
• free gift,
Courtesy
• Courteous message has following features:
• Courtesy implies taking into consideration both
 group project in time. It’s due on Thursday, and your part is the last
viewpoints as well as feelings of the receiver of the
message.
• Courteous message is positive and focused at the
audience.
• It makes use of terms showing respect for the
receiver of message.
• It is not at all biased.
• We should also not overdo courtesy
 questions!
Dear Kavita,
I wanted to check whether you’re going to finish your part of the
one we’re waiting for. Can you let me know if you’re going to finish
your slides so we can wrap up the presentation?
Thanks, Bindu
Dear Kavita,
I hope things are going well with you.
Just checking in about your status on the group project to make sure
we’re on the same page.
As we agreed last week, you’re in charge of slides 4-6, and the
presentation is due Thursday. Let me know if you want to go over
anything in advance.
Thanks for your work on the project, and let me know if you have
Bindu
Consideration
• Consideration implies “stepping into the shoes of others”.
• Effective communication must take the audience into
consideration, i.e, the audience’s view points,
background, mind-set, education level, etc.
• In our communication, we can be more aware of cultural
considerations.
• Use words and phrases that everyone understands.
Chevrolet NOVA, a bestselling car
for them in US just did not sell in
Spanish speaking countries,
because its name translates as
"doesn't go" in Spanish
American versus British English example
The first time I heard an American say he was wearing a
“wife-beater,” I was caught off guard. Sensing my
apprehension, my new buddy, Sam, a skinny New Yorker
with a silly moustache who had deployed the term,
explained to me that wife-beater is just a “harmless” U.S.
colloquialism for a sleeveless top.
“Pardon me, Samuel, my lad,” I said, looking for some
clarification, “are you saying that a wife-beater is merely a
vest?”
“No, dude,” replied Sam, “a vest is the sleeveless
undergarment of a three-piece suit,” to which I said, “No,
Samuel, that’s a waistcoat.”