Effective communication

&
The communication process

Communication Process
Before communication can occur, a sender

must have a purpose (message). This

message is converted to symbolic form
(encoding) and is passed from the sender to a
receiver via some medium (channel). The
receiver translates the message (decoding)
and the result is the transfer of meaning from
one person to another. The feedback loop
completes this process.

Understanding communication: the process

The Communication Process

Encoding

Channel
Message

Message

Sender

Decoding

Noise

Feedback

Receiver

Communication process
The communication process is a seven (plus one: NOISE) -part
model:
(1) the communication source; (2) the message; (3) Encoding;
(4) the channel; (5) Decoding; (6) the receiver; and (7)
Feedback
The source is the sender who converts (encodes) a thought or
message into symbolic form.
The message is the physical product from the source coding.
The channel is the medium through which the message travels.
The message is directed to a receiver.
But, the message must be translated (decoded) into a form that
the receiver can understand.
Then, the receiver provides feedback to the sender that
indicates whether the intended message was received.
This entire process is susceptible to noise, that is, disturbances
that interfere with the transmission of the message.

Components of
Communication
1. Context
Internal Means
External Means
2. Sender (Encoder)
3. Message
4. Medium
5. Receiver (Decoder)
6. Feed Back

Context
Context tells us reason for

communication and reasons may be

1.

Internal

2.

External

Internal:
Internal means a

company wants to
Discuss an idea/Issue
to its employees the
message should be
either in writing or
verbal

External:
In eternal context some query

from stakeholders or from outside

the organizationYou may response to query
Email
Fax
Telephone
Letter
Verbal etc.

Sender (Encoder)
When you sending the message, you are
the Encoder .
Here the word you mean writer/Speaker
decides whether the message should be in
written or oral. He/She may choose Words,
Symbols, Pictures or Graphics that express
the objective in the real sense.

Message
Message is basically the basic idea that you

want to communicate.
The message may be

Verbal, means (Written or Spoken)

Non-Verbal, means( Symbols, Pictures or unspoken).

This is very much important component of

communication Your message should be or

MUST be clear and easy to understand
The most important element in message is
your receiver . You must be well aware about
your receiver.
While preparing a message you should keep in
mind how your receiver will interpret the
message.

Message (Cont.)
You (Sender) should also keep in mind

your relationship with the receiver while

preparing message.
some times wrong message may create
a loss to your organization , to yourself.
or it can create a bad impression for
you/your company.

Medium
Medium is basically channel through which your

message reaches to receiver & channel vary

from situation to situation.
E.g. Lets say Govt of Pakistan wants to convey
its message to Pakistani Nation , now Govt will
select the effective medium it may be.

T.V
Radio
Papers

Or all of the above keeping in view the Importance

of the message.
When we talk at Micro /Organizational Level the
medium may be writing or non-Verbal

Receiver (Decoder)
To whom the message is being sent.

e.g. in case of Govt of Pakistan's Message,

Pakistani Nation is receiver (Decoder).
In simple words we can say that receiver is
your reader (in case of press , letters etc.)
or Listener (In case of TV, radio, Speaker
Etc.)
Receiver is also known as decoder.

Feedback
Feedback is basically the

response/reaction of Receiver after

receiving the message.
Sender always need feedback to
check weather the message effectively
reached or not? Or in other words.
Sender need feedback to examine the
success or failure of the message.

Effective Communications
(7 Cs)

Introduction

What is communication?

In simple words we can say that just to

convey the message
If we go in more detail we can say that
communication is the process of
transmitting (A
B) & Receiving
(B
A) Messages.

Effective Communication:If some one achieve the desired level of

objective through communication , we can

say that it is effective communication.
e.g. If your communication get the proper
response from the receiver it means that
you effectively conveyed the message.

What is effective communication?

The seven Cs
When We talk about Effective

Communication one thing that comes in

mind, what are the basic principles of
effective communication .
These principles tells us how your
message can becomes effective for your
target group,
These principles also tell about style and
importance of the message.
These principles commonly known as 7
Cs of effective communication.

Seven Cs of Effective
Communication
1.
2.
3.
4.
5.
6.
7.

Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness

1) Completeness
Message Receiver- either listener or reader,

desire complete information to their question.

e.g.
suppose you are working with multinational
company who is engaging with engineering
goods , like A.C. Now let say one of your
major customer wants some technical
information regarding thermostat (because he
wants to convey the same to the end users ). In
this case you have to provide him complete
information in a short span of time.
If possible, provide him some extra information
which he does not know,.
In this way you can maintain a good business
relation with him, otherwise he may switch to
an other company.

Five Ws
One way to make your message complete is to

answer the five Ws.

WHO?
WHAT?
WHEN?
WHERE?
WHY?
The five question method is 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.

Conclusion of completeness
At the end we can say that, you must
provide him:1. All necessary information as requested
by him.
2. Answers to his all questions carefully
3. Provide some more information, which he
is not requiring , just to maintain good
relations.

2) Conciseness
Conciseness means convey the

message by using fewest words.

Conciseness is the prerequisite to
effective communication. As you know
that all professionals have very short
time .
Hence a concise message save the time
and expenses for both the parties.

How To achieve the

conciseness ?
For achieving the conciseness
you have to consider the
following.
1.Avoid wordy expression
2.Include only relevant
material
3.Avoid unnecessary repetition.

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.

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 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.
Thats why try to avoid Un-necessary
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
Consideration means To consider the

receivers Interest/Intention.
It is very important in effective
communication while writing a message
you should always keep in mind your
target group
consideration is very important C among
all the seven Cs.

Three specific ways to indicate

consideration
i-Focus on you instead of I or We
ii-Show audience benefit or interest of the
receiver
iii-Emphasize positive, pleasant facts.
Using you help you, but over use lead a
negative reaction.

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
It means that message should be specific

instead of general. Misunderstanding of

words creates problems for both parties
(sender and receiver).
when you talk to your client always use
facts and figures instead of generic or
irrelevant information.

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.

Concrete
Alis GPA in B.Sc Electrical Engineering 2k3-f
session was 3.95/4.0, he stood first in his
class.
Always write on a very solid ground. It
should definitely create good image as
well.

5) Clarity

Accurately is purpose of clarity

In effective communication the message
should be very much clear. So that reader
can understand it easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and
paragraphs.

In professional communication always use

precise words rather longer statements.
If you have a choice between long words and
shorter one, always use shorter one.
You should try your level best to use
familiar/easy to understand words so that
your reader will quickly under stand it

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

Courtesy
Knowing your audience allows you to use

statements of courtesy; be aware of your

message receiver.
True courtesy involves being aware not only of
the perspective of others, but also their feelings.
courtesy stems from a sincere you-attitude.
it is not merely politeness with mechanical
insertions of please and Thank you .
Although Appling socially accepted manners is a
form of courtesy .
rather, it is politeness that grow out respect and
concern for others.
Courteous communication generate a special tone
in their writing and speaking.

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 cant

understand

I should understand it, as

there is no confusing word in
this letter, could you please
explain it once again ..?

Its your fault, you did not

properly read my latest FAX

Sometimes my wording is not

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

7) Correctness
At the core of correctness is proper
grammar, punctuation and spelling.
however, message must be perfect
grammatically and mechanically
. The term correctness, as applied to
business messages also mean three
characteristics
Use the right level of language
Check the accuracy of figures, facts and
words
Maintain acceptable writing mechanics

Use the right Level of

Language
we suggest that there are three level of
language
1. formal
2. informal
3. substandard.
Take a quick guess: what kind of writing is
associated with each level? What is the
style of each?

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
Aint
isnt,arent
Cant hardly
can hardly
Aim to proving
aim to prove
Desirous to
desirous of
Stoled
stolen

Facts and Figures

Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words,
from the head of the sender to a receiver. Our goal is to be
as precise as possible, which means checking and doublechecking and double-checking to ensure that the figures,
facts and words you use are correct.
A good check of your data is to have another person read
and comment on the validity of the material
Figures and facts
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