Principles of Communication

Objective of today's session

• Is to give understanding about the importance
of 7c’s in business communication
The basic principles of “effective communication” .
These principles tell us how your message can become effective.
These principles also tell about style and importance of the message.

These principles commonly known as 7Cs of effective

communication
 Seven Cs of Effective Communication
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
 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.
– 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.
 example
 
Hi everyone,
I just wanted to send you all a reminder
about the meeting we're having tomorrow!
See you then,
Nadeem
 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 cannot
attend.
See you then,
Nadeem
 Conciseness
Conciseness means brevity / shortness, i.e,
communicating what you want to convey in least
possible words.
“Brevity is the soul of wit”. (Shakespeare)
Concise communication has following features:
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.
 example
Hi Imran,
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?
Ali
 solution
 
Hi Imran,
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?
Ali
 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.
• 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.
Nadeem,
I wanted to write you a quick note about the
report you finished last week. I gave it to
Nadia 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,
Ahmed Ali
Hi Nadeem,
I wanted to write you a quick note about the
report you finished last week. I gave it to
Nadia 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,
Ahmed Ali
 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.
 Example
Hi Imran,
I wanted to write you a quick note about
Nadeem, who's working in your department.
He's a great asset, and I would like to talk to
you more about him when you have time.
Best,
Raheem
 solution
 
Hi Imran,
I wanted to write you a quick note about Nadeem Habib, 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,
Raheem
 
This second message is much clearer, because the reader has the information he
needs to take action.

 
 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.
Bad Example
 
Consider this advertising copy:
The Lunchbox Wizard will save you time
every day.
 
 
Good Example
 
How much time do you spend every day
packing your kids' lunch? 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!
 
 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.
 Bad Example

Ali
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 was not able to do that.
Can you make sure they make time for me and
my team next week?
Thanks,
Imran
 Good Example
Hi Ali,
I wanted to write you a quick note to ask a favor.
During our weekly meetings, your team did an
excellent job of highlighting their progress. But this
uses some of the time available for my team to
highlight theirs. I would really appreciate it if you
could give my team a little extra time each week to
fully cover their progress reports.
Thank you so much, and please let me know if
there's anything I can do for you!
Best regards ,
Imran
 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.
– 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.
 
Hi Nadeem,

I wanted to write you a quick note about the

report you finished last weak after the
conservation. I gave it to Nadia 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,

Ahmed Ali
 
Listening skills
 DEFINITION OF LISTENING

The process of receiving, constructing

meaning from, and responding to spoken
and/or nonverbal messages; to hear
something with thoughtful attention
 Listening and Hearing

• Hearing- physical process; natural; passive

• Listening- physical & mental process; active; learned

process; a skill

• Listening is hard!
You must choose to participate in the process of listening.
 Listening is needed everywhere…

Listening skills form the basis of:

Continued learning
Teamwork skills
Management skills
Negotiation skills
Emotional intelligence
Three Basic Steps Of Listening

1 2 3
Hearing Understanding Judging
 GUIDELINES OF LISTENING

• Display involvement in what the person is saying

• Carefully observe the person speaking
• Resist distractions
• Try to stay focused on what is being said
• Ask for clarification of anything that you do not fully
understand
• Delay making judgments about what is said.
 Guidelines of Listening
• Convey interest and keep the person talking.
• Concentrate attention upon the speaker
• Don't agree or disagree. Use noncommittal
words in a positive tone of voice.
• Repeat one or two words of the person's
previous statement.
• Be aware of your body language!
• Use varying voice intonations
 Oral
Communication
 What Is Oral Communication
• Involves expressing and sharing ideas & information as
well as influencing others through verbal symbols (non-
written).

• Oral communication is a process whereby information

is transferred from a sender to receiver usually by a
verbal means which can be supported by visual aid.

• Receiver could be an individual, a group, or even

audience.
Oral Communication in Workplace
•It is a vital, integral part of the modern business world.
•People in workplace spend over 75% of their time
communicating
•Oral communication at organization level include: Staff
meeting, Personal discussion, Presentations,
Telephone discourse, informal conversation
•Out side the organization it takes the form of face-to-
face meetings, telephone calls, speeches, telephone
conference, audio/video-conferences.
 Difference Between oral and Written
Communication

Written communication is… Oral communications is…

•Formal • More spontaneous
•Planned • More direct
• Less formal
•Detailed
• Elicits a prompt
•Official response of some kind.
•Elicits a response after lapse
of some time
•Carries more authority and is
proof of a transaction
Principles of Oral Communication Skills

1. Asking questions
2. Listening skills
3. Providing feedback that has impact
4. Receiving feedback with grace and dignity
 Asking Questions
Good quality questions lead to good quality information

1.Open questions
They typically begin with:
(What, Why, Where, When, Which,
Who, How)

2. Closed questions
They may begin with;
( Did, Can, Are, Is, Have, Do, Shall …. )
 Listening skills
Active listening is making a conscious effort to hear
not only the words that another person is saying
but to understand the total message being sent.
• Look interested
• Inquire with question
• Stay focused
• Test your understanding
• Evaluate the message
• Neutralize your feeling
 Providing Feedback That Has Impact

Focus on person’s behavior not the personality

Feedback should focus on issues not the person

If possible, give feedback in private

Feedback is useful when well timed
Describe, don’t evaluate
Be specific, not general
Receiving feedback with grace and dignity
Discuss the feedback with those whose opinions you
respect
Be attentive to the person giving feedback
Take it as a sincere gift that will help you grow
Take notes, record the words the giver used
Ask for examples to support the point
Avoid being defensive
Stay calm