1

Business communication and

Organizational Behavior
One-to-One communication
Communication ability

The 4th : 2021.9.16

Visiting Professor
Shinichiro Kawaguchi（Dr.)
Business communication and Organizational Behavior
 ＝ The contents ＝
Chapter 1： Business Communication

Section 4 : Effective ways of business communication

1. 7C’s for effective business communication
2. Effective ways of listening
3. Effective ways of speaking
4. Communication process model
5. Communication tool: 5W1H
 1. 7C’s of effective business communication
◆Hint: Effective business communication consists of 7C’s .

➢ 7C’s of effective business communication

 The message is said to be effective when the receiver understands the same meaning that the sender
was intended to convey. For any communication in business, in order to be effective, it must have
seven qualities. These seven attributes are called 7C’s of effective business communication.
(All these attribute starts with the alphabet ‘C’ so are called 7 C’s)

➢ 7C’s of effective business communication

(1) Completeness
(2) Conciseness
(3) Consideration
(4) Clarity
(5) Concreteness
(6) Courtesy
(7) Correctness
 1. 7C’s of effective business communication (1) Completeness

◆Hint: Effective business communication consists of 7C’s .

(1) Completeness
The communication must be complete. It should convey all facts required by the audience. The sender of
the message must take into consideration the receiver’s mind set and convey the message accordingly. A
complete communication has following features:
◆ Complete communication develops and enhances reputation of an organization.
◆ Moreover, they are cost saving as no crucial information is missing and no additional cost is
incurred in conveying extra message if the communication is complete.
◆ A complete communication always gives additional information wherever required. It leaves no
questions in the mind of receiver.
◆ Complete communication helps in better decision-making by the audience/readers/receivers of
message as they get all desired and crucial information.
◆ It persuades the audience.
 1. 7C’s of effective business communication (2) Conciseness

◆Hint: Effective business communication consists of 7C’s .

(2) Conciseness
Conciseness means wordiness, i.e, communicating what you want to convey in least possible words.
Conciseness is a necessity for effective communication. Concise communication has following features:
◆ It is both time-saving as well as cost-saving.
◆ It underlines and highlights the main message as it avoids using excessive and needless words.
◆ Concise communication provides short and essential message in limited words to the audience.
◆ Concise message is more appealing and comprehensible to the audience.
◆ Concise message is non-repetitive in nature.
 1. 7C’s of effective business communication (3) Consideration

◆Hint: Effective business communication consists of 7C’s .

(3) Consideration
Effective communication must take the audience into consideration, i.e, the audience’s view points,
background, mind-set, education level etc.
✓ Ensure that the self-respect of the audience is maintained and their emotions are not at harm.
✓ Modify your words in message to suit the audience’s needs while making your message complete.
✓ Features of considerate communication are as follows:
◆Emphasize on “you” approach.
◆ Empathize with the audience and exhibit interest in the audience. This will stimulate a positive
reaction from the audience.
◆ Show optimism towards your audience. Emphasize on “what is possible” rather than “what is
impossible”. Lay stress on positive words such as committed, thanks, warm, healthy, help, etc.
 1. 7C’s of effective business communication (4) Clarity (5) Concreteness

◆Hint: Effective business communication consists of 7C’s .

(4) Clarity
Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too
much at once. Clarity in communication has following features:
◆ It makes understanding easier.
◆ Complete clarity of thoughts and ideas enhances the meaning of message.
◆ Clear message makes use of exact, appropriate and concrete words.

(5) Concreteness
Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness
strengthens the confidence. Concrete message has following features:
◆ It is supported with specific facts and figures.
◆ It makes use of words that are clear and that build the reputation.
◆ Concrete messages are not misinterpreted.
 1. 7C’s of effective business communication (6) Courtesy (7) Correctness

◆Hint: Effective business communication consists of 7C’s .

(6) Courtesy
Courtesy in message implies the message should show the sender’s expression as well as should respect
the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic.
Courteous message has following features:
◆ Courtesy implies taking into consideration both 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
(7) Correctness
Correctness in communication implies that there are no grammatical errors in communication. Correct
communication has following features:
◆ The message is exact, correct and well-timed.
◆ If the communication is correct, it boosts up the confidence level.
◆ Correct message has greater impact on the audience/readers.
◆ It checks for the precision and accurateness of facts and figures used in the message.
◆ It makes use of appropriate and correct language in the message.
1. 7C’s for effective business communication

(410) The 7 Cs of Communication - YouTube

 2. Effective ways of listening
◆Hint: Points of effectively listening to the conversational partner?

1. When trying to understand your conversational partner, "a preconceived notion" and "prejudice"
become obstacles.
 From the appearance and attitude of a conversational partner we met for the first time, we have the
image of "probably he/she is ・・・”. This is called the "first impression" and it has a great
influence in judging the human nature of a conversational partner.
 The first impression has a good effect of judging the human nature of a conversational partner
promptly, but there is also a negative possibility that the human nature of a conversational partner
can not be determined correctly by preconceived notion and prejudice.
 Therefore, in order to realize a good human relationship, it is necessary to communicate after
understanding the true human nature of a conversational partner without having a preconceived
notion or prejudice.
2. Overcome the awareness to be hard to deal with.
 It is a natural for us to have an "awareness to be hard to deal with“ sometimes. However, if you
have this feeling against a conversational partner, he/she also feels it sensitive.
 Accordingly, a conversational partner will also have awareness to be hard to deal with you. As a
result, there is a possibility that one-to-one communication does not go well.
 2. Effective ways of listening
◆Hint: Points when listening to your conversational partner attentively.

3. Importance of attentive listening

 Listening attentively to the opinions of your conversational partner (attentive listening) is very
important on one-to-one communication. The effect of attentive listening are:
✓ Give senses of safety and satisfaction to your conversational partner
✓ Mutual understanding with your conversational partners deepens
✓ Share knowledge and experience with your conversational partners

Effects of attentive listening on one-to-one communication

Give senses of safety and satisfaction to your conversational partners

Mutual understanding with your conversational partners deepens

Share knowledge and experience with your conversational partners

 2. Effective ways of listening
◆Hint: There are six effective ways of attentive listening.

4. Effective ways of attentive listening to your conventional partner.

There are six ways of attentive listening as follows:
Six effective ways of attentive listening
 Listen attentively while considering the position, age, value of life, personality, etc.
your conversational partner has.
 Listen attentively and correspond to the conversation by your conversational partner.
・To back-channel (to give responses).
・Nod one’s head
・Respond with a rich look
・Repeat the words of your conversational partner spoke
 Do not deny the opinion of your conversational partner, accept the opinion
of him/her for the time being.
 Do not interrupt the opinions of your the conversational partner in transit.
 Timely ask questions.
 Ask an accurate and appropriate questions.
2. Effective ways of listening
2. Effective ways of listening
ID No. .

 Check your listening

Check sheet-#1 for communication skill ( attentive listening)

Check items of attentive listening Score
1 Make an easy-to-talk atmosphere for your conversational partner. 1,2,3
2 Listen to your conversational partner interestingly. 1,2,3
3 When listening to your conversational partner, look into his/her eyes. 1,2,3
4 When listening to your conversational partner, listen without having prejudice or preconception. 1,2,3
5 Do not interrupt the talk of your conversational partner on the way, listen until the end. 1,2,3
6 Do not deny the opinion of your conversational partner, accept it first. 1,2,3
7 Nod your head sometimes for responding to your conversational partner. 1,2,3
8 While your conversational partner speaks, responds to him/her with a friendly expression. 1,2,3
9 When you do not understand clearly what your conversational partner talks about, ask again softly. 1,2,3
10 Listen to your conversational partner to let him/her feel a sense of security and sympathy. 1,2,3
Average score of attentive listening
Score（3：very good、2：not good/not bad、1：bad)

◆ Measures to improve weakness of listening:

◆ Measures to strengthen strength of listening:
 3. Effective ways of speaking
◆Hint: There are five steps for effective logical-speaking.

1. Importance of effective way of speaking and steps

 In order for your conversational partner to accurately communicate what you speak and accept it
positively; it is necessary to strive to be able to speak effectively.
 Depending on how you speak, human relationships become better or worse.
 It is important to speak properly in consideration of the position , age, value of life, personality,
TPO（Time, Place, Occasion), etc. of your conversational partner, relationships with him/her.
 To speak logically is one of effective way of speaking. The step of logical-speaking is as follows:
・Step 1: Decide the purpose to talk: "Who", "What", "What you want" etc.
・Step 2: Make a speaking configuration (story/scenario).
・Step 3: Consolidate the content and arguments to speak about each composition.
・Step 4: Speak consolidated contents
・Step 5: Modify while looking at the response of your conversational partner.
 3. Effective ways of speaking
◆Hint: There are seven effective ways of speaking.

2. Effective ways of speaking.

There are seven effective ways of speaking as follows:
Seven effective ways of speaking
 Speak considering the human nature of your conversational partner.
 Speak accurately and clearly.
・Speak what you want to convey simply and uniformly
・Do not mix objectivity (fact) and subjectivity clearly
・Split long contents into smaller ones
・Clarify the subject of a content in case of ambiguous content.
 Speak while considering the feelings of your conversational partner.
 Speak brightly and positively with positive thinking.
 Speak without unilateral subjective-prejudice.
 Speak with humor
3. Effective ways of speaking
3. Effective ways of speaking
ID No. .

 Check your listening

Check sheet-#2 for communication skill ( speaking)

Check items of skeaking Score
1 Speak with your bright atmosphere. 1,2,3
2 Speak properly according to your conventional partner's abilities and human nature. 1,2,3
3 Speak while watching facial expressions and reactions of your conventional partner. 1,2,3
4 Speak affirmatively with positive thinking-style. 1,2,3
5 Speak your opinions concisely and to your convenal partner. 1,2,3
6 Speak by clarifying the subject of your opinions. 1,2,3
7 Speak not to force your opinion unilaterally 1,2,3
8 Speak with consideration of your conventionl partner's feelings. 1,2,3
9 Apologize frankly when you feel " your opinios are too overstated". 1,2,3
10 Sometimes, speak with humor 1,2,3
Average score of speaking
Score（3：very good、2：not good/not bad、1：bad)

◆ Measures to improve weakness of speaking:

◆ Measures to strengthen strength of speaking:
4. Communication process model
◆Hint: There are typical three models of communication.

1. Models of communication
 Communication is a complex process. Models of communication simplify the communication
process by providing a visual representation of the various aspects of a communication encounter.
 There are typical three models of communication such as:
(1) Transmission Model of Communication
(2) Interaction Model of Communication
(3) Transaction Model of Communication

Transmission Model Interaction Model Transaction Model

4. Communication process model
◆Hint: There are typical three models of communication.: Transmission model

1. Models of communication
 Features of three models of communication are:
(1) Transmission Model of Communication
The transmission model of communication describes communication as a linear, one-way
process in which a sender intentionally transmits a message to a receiver (Ellis & McClintock,
1990). This model focuses on the sender and message within a communication encounter.
 4. Communication process model
◆Hint: There are typical three models of communication. : Interaction model

1. Models of communication
 Features of three models of communication are:
(2) Interaction Model of Communication
The interaction model of communication describes communication as a process in which
participants alternate positions as sender and receiver and generate meaning by sending
messages and receiving feedback within physical and psychological contexts (Schramm, 1997).
Rather than illustrating communication as a linear, one-way process, the interaction model
incorporates feedback, which makes communication a more interactive, two-way process.
4. Communication process model
◆Hint: There are typical three models of communication. : Transaction model

1. Models of communication
 Features of three models of communication are:
(3)The transaction model of communication
The Transaction model describes communication as a process in which communicators generate
social realities within social, relational, and cultural contexts. In this model, we don’t just
communicate to exchange messages; we communicate to create relationships, form intercultural
alliances, shape our self-concepts, and engage with others in dialogue to create communities.

Transaction model
4. Communication process model
 4. Communication process model
◆Hint: There are effective processes for communication.

2. Communication process: Berlos’s SMCR Model

 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
④ Channel
⑤ Receiver
⑥ Decoding, and
⑦ Feedback
 4. Communication process model ① Sender

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
 4. Communication process model ① Sender

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
 4. Communication process model ② Encoding

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
 4. Communication process model ② Encoding

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message
 4. Communication process model ③ Message

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
 4. Communication process model ③ Message

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other
signal that triggers the response of a receiver.
 4. Communication process model ④ Channel

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
④ Channel
 4. Communication process model ④ Channel

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other
signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he/she wants to convey his
message to the recipient.
 4. Communication process model ⑤ Receiver

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
④ Channel
⑤ Receiver
 4. Communication process model ⑤ Receiver

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other
signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he/she wants to convey his
message to the recipient.
5. Receiver: The receiver is the person for whom the message is intended or targeted.
 4. Communication process model ⑥ Decoding

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
④ Channel
⑤ Receiver
⑥ Decoding
 4. Communication process model ⑥ Decoding

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other
signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he/she wants to convey his
message to the recipient.
5. Receiver: The receiver is the person for whom the message is intended or targeted.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best possible
manner.
 4. Communication process model ⑦ Feedback

◆Hint: There are effective processes for communication.

2. Communication process
 The communication process is a dynamic process that
begins with the conceptualizing of ideas by the sender
who then transmits the message through a channel to
the receiver, who in turn gives the feedback in the
form of some message or signal within the given time
frame.
 There are Seven major elements of communication
process:
① Sender
② Encoding
③ Message
④ Channel
⑤ Receiver
⑥ Decoding, and
⑦ Feedback
 4. Communication process model ⑦ Feedback

◆Hint: There are effective processes for communication.

1. Sender: The sender or the communicator is the person who initiates the conversation and has conceptualized
the idea that he/she intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he/she uses certain words or non-verbal
methods such as symbols, signs, body gestures, etc. to translate the information into a message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey. The message
can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs, sounds, etc. or any other
signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he/she wants to convey his
message to the recipient.
5. Receiver: The receiver is the person for whom the message is intended or targeted.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best possible
manner.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has received the message and
interpreted it correctly as it was intended by the sender. It increases the effectiveness of the communication as
it permits the sender to know the efficacy of his message. The response of the receiver can be verbal or non-
verbal.
 5. Communication tool: 5W1H
39
➢ 5W1H: Useful tool for effective communication
 5. Communication tool: 5W1H
40
➢ 5W1H: Useful tool for effective communication/story making

➢ An effective communication, using 5W1H

【A sample : about hobbies】

♂ "Do you have any hobbies? (What)“

♀ "I am addicted to yoga recently“
♂ "Yoga? When did you start? (When)“
♀ "I started it a month ago!“
♂ "Recent! Why did you start yoga? (Why)“
♀ "Invited by a colleague of the company, I was interested in a long time, so I started drastically!“
♂ "That’s good! Well are you being with your colleagues? (Who)“
♀ "That's right!“
♂ "It's fun to be with someone! Are you doing near the company? (Where)“
♀ “Yes, it is! I'm doing at a studio near the company!“
♂ "Well, you are going home from the company! How do you do yoga? (How)“
♀ "Basic pose is like this ...“
You need no to think about the order of the usage of 5W1H
 5. Communication tool: 5W1H
41
➢ 5W1H: Useful tool for effective communication
 5. Communication tool: 5W1H
42
➢ 5W1H: Useful tool for effective communication /story making

◆ 5W1H includes 4P analysis (the idea of analyzing the target market/customer from the
perspective of Product, Price, Place, and Promotion), which is a typical marketing frame.

How When

Relationship between
5W1H and 4P analysis
Why Where

What Who
 Who What Why How When Where
5. Communication tool: 5W1H
43
➢ 5W1H: Useful tool for effective communication /story making

◆ Typical deployment of 5W1H for marketing strategy, following:

①Who、②What、③Why、④How、⑤When、⑥Where

When:
Timing of sales 5W1H in marketing
strategy

Logical story making and

How: communication Where:
The Way to promote and Sales channel, shop
attract customers

Why: Who:
The reason customer buy Target market, customer

What: Value, Goods or services

 Who What Why How When Where
5. Communication tool: 5W1H
44
➢ 5W1H: Useful tool for effective communication /story making
Who: target market/customer/consumer
◆ “Who” analyzes the market / customer /
consumer who wants to buy products (goods
or services).
◆ “Who” includes not only the target market/
customers and consumers, but also all
stakeholders involved in sales activities.
◆ By analyzing all stakeholders from planning,
production to sales (so called Value Chain),
it is possible to discover issues and new
ideas for marketing strategy in more detail.
 Who What Why How When Where
5. Communication tool: 5W1H
45
➢ 5W1H: Useful tool for effective communication /story making
What: value, products (goods, services)
◆ “What” analyzes the products (goods, services) that
market / customer / consumer wants to buy.
◆ The current marketing strategy requires the analysis
of not only the product itself, but also of the value
that the products provides to the customer/comsumer.
◆ “What” that creates value for customers/consumers
is becoming an important issue because modern
customers/consumers tend to take buying behavior
depending on the value by buying a product.
◆ Therefore, it is important to clarify what value the
company can provide to the target (customer /
consumer) through their product.
 Who What Why How When Where
5. Communication tool: 5W1H
46
➢ 5W1H: Useful tool for effective communication /story making
Why: purpose, goals, reason of purchase by customer/consumer
◆ “Why” analyzes the purpose, goals, reason of purchase
by customer/consumer.

◆ Recently, the background and significance (corporate

value) of companies in the market are recognized as
important factors that lead to product value.

◆ From customer’s perspective, “Why” is to analyze the

reason why the customer/consumers want to buy a
product (a value of the product).
 Who What Why How When Where
5. Communication tool: 5W1H
47
➢ 5W1H: Useful tool for effective communication /story making
How: Promotions and means for sales promotion for attracting customers/consumers
◆ “How” analyzes the optimal sales promotion and
method of attracting customers so that the target
(customer / consumer) knows the product and let
them visit the store or shop.

◆ Tangible measures are:

- The method to use mass media advertisement
- The method to send and announce DM using existing
customer list
- The campaign development using social media
- The comprehensive cross media promotion using
all media, etc.
 Who What Why How When Where
5. Communication tool: 5W1H
48
➢ 5W1H: Useful tool for effective communication /story making
When: Delivery time
◆ “When” analyzes every “when”, including when the
product starts selling, sales period and deadline, campaign
start time, and the timing when customers/consumers
want to buy the product.

◆ In addition to the timing of our delivery time of products,

we need to find the best timing based on the sales period
and campaign period of competitors' products, and
customers/consumers behavior associated with the annual
promotion event as well.
 Who What Why How When Where
5. Communication tool: 5W1H
49
➢ 5W1H: Useful tool for effective communication /story making
Where: sales and distribution channel
◆ “Where” analyzes sales and distribution channels for
delivering products to customers/consumers.

◆ Specifically, the actual store, online shopping, or a

method combining these (Omnichannel).
 Who What Why How When Where
5. Communication skill
50 ➢ Design the story/scenario of marketing plan, using 5W1H

Group No. . Group exercise & presentation

 Review
Section 4 : One-to-One communication
1. Respect the person with whom to speak
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2. Effective ways of listening
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3. Effective ways of speaking
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4. Communication process model
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