7cs of Effective Communication

Pritima Kaushal
www.enablersindia.com
www.facebook.com/enablers.institute

Monday, Novembe 1
r 16, 2020
 Seven Cs of Effective Communication
 For making Effective Communication in
office- both oral and written, we must apply
certain basic principles.

 These principles commonly known as 7 C’s

of effective communication.

Monday, Novem 2
ber 16, 2020
 7 Cs
1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness

Monday, Novem 3
ber 16, 2020
1.Completeness
 Message must consist of all the facts
the receiver would need for the
action or reaction the sender
desires.

Monday, Novem 4
ber 16, 2020
Get Those Damn Documents ……… FAST!

Monday, Novem 5
ber 16, 2020
 Get Those Damn Documents………
FAST!
Questions for the observers

1)Did Instructor assume things while giving instructions.

2)Was Instructor tense?
3)Did Instructor hurry through instructions?
4)Did instructor check whether Albert understood his task?
5)Did Instructor tell Albert anything about lawyer’s Residential
address? Did he help him familiarize him with the location?
6)Did Instructor share gravity and importance of the situation
with Albert?
7)Did Instructor give choice to Albert for getting in touch with at
11 AM?
8)Did Instructor share anything about confidentiality and
importance of the documents?
Rate the effectiveness of Instructions on the following scale
0_____________________________________________
10
1.Completeness
 Provide all necessary information
 Answer all possible questions asked.
 Give something additional when
desirable.
 Check for Six W’s & one H
 Who, What, When, Where, Why. which and How

Monday, Novem 7
ber 16, 2020
Seven Friends

I keep six honest serving men,

They taught me all I know;
Their names are What and Why
and When,
And How and Where and Who.

from a poem by Rudyard Kipling

Monday, Novem 8
ber 16, 2020
Seven Friends.

Also the reverse questions

 What ---- What not
 Where ---- Where not
 When ---- When not
 Why ---- Why not
 Who ---- Who not
 Which ---- Which not
 How ---- How not

Monday, Novem 9
ber 16, 2020
Exercise-1
 The owner of a mutual fund stock wrote
to the investment department of your
bank, that he wanted to sell his shares.
He asked, ”Just how does your bank want
me to authorize this sale?”

 How would you reply to this query

keeping the five Ws and one H guideline
in mind?

Monday, Novem 10
ber 16, 2020
Exercise 2.

 A sales manager sends a request to

the HR Dept to hire 5 sales
executives as soon as possible.

Monday, Novem 11
ber 16, 2020
 2.Conciseness
 Managers today are always hard pressed for time
 Conciseness means Saying or writing what
you want to convey in the fewest possible
words without sacrificing the other 7c
principles.

1. Eliminate wordy expressions (Use single word

substitutes instead of phrases without changing their
meaning)
2. Include only relevant material
3. Avoid unnecessary repetition. Use Pronouns
Monday, Novem 12
(They, he,2020
ber 16, it,)
 Lets scrutinize!

 At the present time, we are in the process of

accepting applications from interested applicants
for the position of Scientists.

 14/20 sentences used are unnecessary. Can you

refine the sentence?

 At the present time, we are in the process of accepting

applications from interested individuals for the position of
Scientists.

 (You can reduce up to 65%)

 Some Examples

Absolutely complete
Advance planning.
Why say
Due to the fact
At an early date
it
At all times
For a period of
twice?
For the purpose of
For the reason that

Monday, Novem 14
ber 16, 2020
 At this time
 Now
 Due to the fact
 Because
 in due course
 Soon
 Have need for
 Need

Monday, Novem 15
ber 16, 2020
Exercise:
 There are 5 rules that must be observed
 Five rules must be observed.
 She brought flowers that were beautiful
 She brought beautiful flowers.
 Allow me to say how helpful your response was
 Your response was helpful
 We here by wish to let you know that our company is
pleased with the confidence you have reposed on us.
 We appreciate the confidence you have reposed on us
 Last and not the least
 Finally

Monday, Novem 16
ber 16, 2020
Rewrite the following sentences
making them more concise.
1. In regard to the new rating system that will be going into
effect, there are two points that must be clarified in order
to ensure that we can be as selective as possible.
2. We are unable to fill your order due to the fact that there
has been a dock strike.
3. I am writing in response to some questions that have
arisen with respect to the recent announcement that
there will be an increase in the charge for the use of the
copiers.
4. I am enclosing herein my report for the month of
December.
5. The following statistics serve to support my personal
opinion with reference to pension planning.
6. The data conclusively show that Cerial 206 is a more
superior product.
Monday, Novem 17
ber 16, 2020
Rewrite the following sentences
making them more concise.
7) Every administrator seems inclined to agree
with the concept that time is money.
8) It was the first time in my life that I attended a
conference on sharing cost.
9) We are in receipt of your cheque in the amount
of Rs 4,500.
10) A few of the participants left the room early
before the chairperson adjourned the meeting.
11) In Bangalore, he had at least six different jobs.

Monday, Novem 18
ber 16, 2020
 3.Consideration

 Focus on “You” instead of “I” and “We”.

 Show audience benefit or interest in
the receiver. WIIFM.(What is it in for me)
 Emphasize positive, pleasant facts.
 See your message from readers point
of view

Monday, Novem 19
ber 16, 2020
Write with a ‘you‘ attitude, it
shows consideration

 I want to send my congratulations

for ---
 We will soon ship the goods against
your May 4 order.
 We pay eight percent interest on
Fixed Deposits.

Monday, Novem 20
ber 16, 2020
Write with a ‘you‘ attitude, it
shows consideration (contd)

 May I take this opportunity to express my thanks

for the account you recently opened with our
store. We are pleased to furnish a wide variety
of products for the home of the individual
customer. We want you to take full advantage of
the store services, for we have the largest store
in the city. Also we make deliveries for our
customer free of charge within a 10 Km radius of
our store. If we can be of additional help please
let us know.

Monday, Novem 21
ber 16, 2020
Avoid negative – Use positive words to
show consideration
 It is impossible to open an account for you
today.
 We don’t refund if the returned item is soiled
and unusable.
 When you travel on company expense, you
will not receive approval for first class fare.  
 To avoid further delay and inconvenience, we
are sending this report by express mail.

Monday, Novem 22
ber 16, 2020
 4.Concreteness

1. Use specific facts and figures.

i. India is making progress in obtaining investments
ii. In 2019 investments in India was US$30 million. Today it has
increased by 12%.

2. Put action in your verbs. (Active verbs)

1. It will be shown by results.---The result will show

3. Choose vivid, image building words.

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ber 16, 2020
1.Use specific facts and figures.

 Come early to office

 I have told her several times
 I have almost finished the report.
 The chief guest is about to reach.
 I will see you soon in your office.

Monday, Novem 24
ber 16, 2020
2 Put action in your verbs. (Active
verbs)
 Active voice VS Passive voice

 Active voice means that Subject is the doer of

the action. Passive voice means the subject is
the receiver of the action
 The study was completed by marketing Director
 The marketing director completed the study
 Separate requisition should be prepared by each buyers
 Each buyer should prepare a separate requisition
 The report was written by Sandhya.
 Sandhya wrote the report.
 The violin was played by Rahul.
 Rahul played the violin
 The workshop will be conducted by Dr Sharma.
 Dr. Sharma will conduct the workshop

Monday, Novem 25
ber 16, 2020
 Some Exceptions:

 When the subject has to be subordinated rather

than highlighted
 Our Restaurant has been recommended by all leading
hotels in Singapore
 All leading hotels in Singapore recommend our restaurant.

 When Focus has to be placed on action and not on

subject
 The correction in the report has not been carried out
 You have not carried out the correction in the report

Monday, Novem 26
ber 16, 2020
 3.Choose vivid, image building
words.
 Paint the picture
 Evoke a sensory response
 Make the language descriptive
• Instead of saying ,”It was hot in the factory” say “
• Sweat trickled down the arms of the line workers”
• Her face turned red in anger

 Use Comparisons
 Instead of “Your language in the letter was too simplistic” say “
Your letter gave an impression of a first year student”
 Cricket Commentators on radio used to convey what exactly
was happening on the ground.
 In written Communication, we can draw figures,
tables and diagrams to make it vivid and concrete

Monday, Novem 27
ber 16, 2020
 5.Clarity
 In effective business communication the message should be
very much clear. So that reader can understand it easily.
 Choose precise, simple and familiar words.
 Construct effective short sentences and paragraphs
 Achieve appropriate readability by using formal & informal
language
 In oral communication, listener can seek immediate clarification
 Include examples, illustrations & visual aids

Monday, Novem 28
ber 16, 2020
Always choose familiar and easy words.

Familiar words Less familiar

1-after 1.subsequent

2-home 2 domicile
3-pay/Salary 3 remuneration
4-invoice 4 statement for payments
5. Do 5 Accomplish
6. Change 6 Modify
7. Show 7 Demonstrate
8. Sent 8 Dispatch
9.Start 9 Commence

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ber 16, 2020
 “If there are any points on which you
require explanation or further particulars
we shall be glad to furnish such additional
details as may be required by telephone”

 “If you have any question, please do call.”

Monday, Novem 30
ber 16, 2020
 After perusal of pertinent data the
conclusion is that a lucrative market
exists for the subject property.

 The data we studied show that your

property is profitable and is in high
demand

Monday, Novem 31
ber 16, 2020
Do not use Jargons/ slangs
 Jargons are technical terms for a specific
area (management jargons / medical jargons)
 (special words or expressions used by a profession or group that are difficult for
others to understand.)
 Slangs are casual words can be used in oral
informal communication and not in written
communication.
  (It's a very colloquial variety of language; we use it in highly informal situations,
in speech, and with people very much from a similar social background to us.) 

Monday, Novem 32
ber 16, 2020
 6.Courtesy
 Be sincere, tactful, thoughtful, respectful and
appreciative.
 Omit expressions that hurt, irritate,or insult
 Offer apologies graciously
 Choose nondiscriminatory expressions.

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ber 16, 2020
 Tone of your communication

 It should sound firm friendly polite If you use

wrong tone it may seem rude, sarcastic,
bossy, condescending. Even if you feel
angry, or frustrated, try not to vent your
emotions in writing.

Monday, Novem 34
ber 16, 2020
Tone of your communication
 “You have failed to meet sales target”
 “With a little effort, you could have achieved the target”
 You have deliberately failed to reply to my letter
 Your interview will be held on Thursday at 2 pm (Too
bossy)
 Your interview has been scheduled for Thursday.
 Your computer’s guarantee has expired, so we will not be
able to repair your machine unless you buy a service
contract.
 Your computer guarantee has expired. In order for us to
give you uninterrupted service, kindly…

Monday, Novem 35
ber 16, 2020
 Airhostess PPT

Monday, Novem 36
ber 16, 2020
7.Correctness
 At the core of correctness is proper grammar,
punctuation and spelling.

 Check accuracy of figures, facts, and

words.

Monday, Novem 37
ber 16, 2020
Use the right Level of Language
Three levels
1. Formal
2. Informal
3. Substandard

Take a quick guess: what kind of

communication is associated with each
level? What is the style of each?

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ber 16, 2020
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:

Monday, Novem 39
ber 16, 2020
Formal and Informal Words
More Formal less formal
 Participate Join
 Endeavor try
 Ascertain find out
 Utilize use
 Interrogate Question
 Procure Get

Monday, Novem 40
ber 16, 2020
 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
 Ain’t isn’t, aren’t
 Can’t hardly can hardly
 Aim to proving aim to prove
 Desirous to desirous of
 Stoled stolen
 Didn’t knew Didn’t know

Monday, Novem 41
ber 16, 2020
Accuracy of Facts and Figures

 Verify your statistical data

 Check Accuracy of Facts, Figures and words
 Double-check your totals
 Avoid guessing at legal aspects that have an impact on
you, and the recipient .
 Have someone else read your message if the topic
involves data.
 Determine whether a “fact” has changed over time.

Monday, Novem 42
ber 16, 2020
Proper Use of Confusing Words !

 A, An use “a” before consonants and

consonants sounds or a long ”
u” sound. Use an before vowels.
 Accept, except Accept is a verb and means to
receive. except is a verb or a
preposition and relates to
omitting or leaving out.
 Anxious, eager Anxious implies worry, eager
conveys keen desire
 Eminent, imminent Eminent means ‘prominent”,
imminent means about to happen
 Imply, Infer imply means “suggest”, infer
means to “conclude”

Monday, Novem 43
ber 16, 2020
Proper Use of Confusing Words !

Biannually and Biennially Two times a year, Every two years

Which, That, Who Which refers to things, That refers to

person or things, and who to people

Who , Whom Use “who” as the subject of the

verb , (Who will Give a
presentation?)
Use “whom” as an object of the verb,
(For whom will you vote ?)
Between, Among
Between involves two people or two
groups, Among involves three or
more people
Monday, Novem 44
ber 16, 2020
Thank You

Monday, Novem 45
ber 16, 2020