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 Mubasher
was incomplete
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
Completeness
(Examples) (Incomplete queries)

 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

 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
2. 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. 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 that 3. Your admission
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 page 2 5. The balance due is on
of this report. page 2 of this report.
Mubasher Ghulam
3.2. Conciseness (Include only
relevant)

1. We hereby wish to 1. We appreciate your

let you know that our confidence.
company is pleased
with the confidence
you have reposed in
us.

Mubasher Ghulam
3.3 Conciseness (unnecessary
repetition)

 unnecessary  Cut out all

repetition leads to needless
dullness repetition of
phrases and
sentences.
 Use shorter name
after you have
mentioned the  Use pronouns or
long one once. initials rather than
repeat long name.

Mubasher Ghulam
3.4 Conciseness (Avoid unnecessary
repetition)

1. COMSATS Institute of 1. CIIT

Information Technology

2. Please ship parcel post,

2. Will you ship us sometime, before the end of
anytime during the month of
October would be fine, or November, 300 regular 3 by
even November if you are 15 inch blue felt armbands
rushed (November would suit with white sewn letters in
us just as well, in fact a the center.
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 to 1. You will be able
announce that we to shop in
will be extending evenings with the
our hours to make extended hours.
shopping more
convenient.
 You failed to
enclose your 2. The check was
check in the not enclosed.
envelope.
Mubasher Ghulam
4. Consideration (Show audience
benefit or interest in the receiver, pleasant
facts)

Negative -  Positive – Pleasant

Unpleasant 1. As soon as your
 It is impossible to signature card
open an account reaches us, we
for you today. will gladly open an
account.
 We don’t refund
if the returned 2. We refund when
item is soiled and the returned item
unsalable. is clean and
resalable.
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
 Many more 11. Many more
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