Business Communication

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7-Cs of Business Communication

Presented to:

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PRESENTERS
IMTIAZ ALI ADNAN RAHIM BAHADER IQBAL ADNAN SARFARAZ ZEESHAN TARIQ FARHAD ASAD

COMPLETENESS
A message must be complete in all perspectives information, parts, structure/layout, language, facts and figures, quantities and supporting material

Answer all questions asked: Try to answer all questions stated and implied. Omissions costs suspicions Give something extra, when desirable,. The customer may not know what they need, or their questions may be inadequate.

REVISED: Thank you for the confidence you have shown in the National Bank of Pakistan by 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 to you at the National Bank of Pakistan, you may be interested in rate/pay bills from account/mortgage loan/free parking. After Applying C quality: Thank you for the confidence you have shown in us by the account you recently opened.

You are most welcome to come in or call us whenever we can assist you. Please consider our bank as your financial headquarters for your savings and borrowing needs.

After Applying C quality: All our facilities are at your disposal, and anytime we can be of service, please call on us.

Check for five Ws and H. ----- whenever desirable try to answer the five Ws and H who, what, where, when, why and how,

e.g. to order or request a merchandise, make clear To reserve a hotel banquet room, specify the accommodations needed (what), location (where), sponsoring organization (who), date and time (when), event (why) and other necessary detail (how).

After writing a message one must ask the following questions to ensure completeness of the message:

Have I left out something that I should have included such as an important step? Would a visual aid such as a table or graph better make in narrative form? What paragraphs seem weak and need more support? Have I been empathetic my readers in my approach to the subject? Have I considered what my readers know and do not know about my subject?

CONCISENESS

Conciseness

is saying what you have to say in the fewest possible words without sacrificing the comprehension of the message.

By eliminating unnecessary words you help make important idea stand out.

A. Eliminate wordy expressions

At this time Due to the fact that During the year of In due course In many cases In most cases In the city of Under the date of

now because during soon frequently usually in dated

B. Include only relevant statements

1.

This means

Stick to the purpose of the message reduce irrelevant words and confused sentences omit information obvious to the reader avoid long introductions, unnecessary explanations get to the important point tactfully and concisely.

We hereby wish to let you know that we full appreciate the confidence you have reposed in us.

After Applying C quality: . We appreciate your confidence in us.

C. Avoid unnecessary repetition

Sometime repetition is necessary is for emphasis, overused it become wordy and boring. Three ways to eliminate unnecessary repetition:

Use a shorter name after you have mentioned the long one once: Allied Bank Limited (ABL ) & Water & Power Development Authority (WAPDA). Use pronouns or initials rather than repeat login namesHe, They, She, It . Cut out all needless repetition of phrases and sentences.

CONSIDERATION

Prepare every message with the recipient in mind. Try to visualize your reader. (You Attitude instead of I & We). Stress on what can be done instead of what can not be done and focus on words your recipient can consider favorably.

a. Focus on you instead of I and we. The reader is usually more concerned about himself than about you and your organization. It is therefore, desirable to get your reader into the first paragraph and keep him in the message until you finish.

b. Show to the reader benefit or interest in reader. Though your company in business to make profit; you omit sending this selfish message to the reader on listeners. Because we have not written you in some time please help us bring our record up-todate by filling in and returning the other half of this card.

So that dividend cheques, premium notices and other messages of importance may reach you promptly, please fill out and return the other half of this card.

Emphasize the positive, pleasant facts. Stress on what can be done instead of what can not be done and focus on words your recipient can consider favorably.
C.

It is impossible to open an account for you today. (As soon as you signature card reaches us we will gladly open an..). We do not refund if the returned item is soiled and unsalable. (We refund when the returned item is clean and resalable).

d. Apply integrity and ethics. To be truly consider it you need also to apply integrity. high moral standards, personal honors, truthfulness and sincerity to your written and oral messages. And thus help build your image and that of the company.

Salesman Salesperson Chairman chairperson or chair Businessman business executive Foreman supervisor Gentlemen ladies and gentlemen Mankind people, humanity Manpower workforce Policeman police officer

CONCERETENESS Communicating concretely means being specific, definite, and vivid rather than vague and general. Use specific facts and figures. Whenever possible substitute exact statement or figure for a general word.

Put action in your words. Use active voice, put action in verbs not in nouns.

A full report will be sent to you by the supervisor. (The supervisor will send you a full report). The function of this office is the collection of payments and compilation of statements. (This office collects payments and compiles statements. Mr. Jones will give consideration to the report. (Mr.Jones will consider the report). They held the meeting in the office. (They met in the office). He made the payment for his first installment. (He paid his first instalment). The chairperson puts her trust in each committee members. (The chairperson trusts each committee member

Use specific facts and figures. Whenever possible substitute exact statement or figure for a general word.

This computer reproduces campaign letters fast. (This

computer types 400 personalized computer letters in one hour).

Our product has won several prizes. (ABC product has won first prize in four national contests during the past three years Exceptions --- When it is not possible to be specific; when you want to be diplomatic. When exact figures are unimportant.

CLARITY

Clarity

means getting your message across so the receiver will understand what are you trying to convey---- with the same meaning. Choose short, familiar and conversational words. Avoid technical and jargon, write and speak the receivers level of understand.

a. Choose short, familiar and conversational words. Avoid technical and business jargon, write and speak the receivers level of understand.

Pay--- remuneration Show---disclose Announcepromulgate error-inadvertency Use--- utilization after--- subsequent

Construct effective sentences and paragraphs. Keep sentences and paragraphs as short as possible Keep unity, to express the main idea ( I like Jim and the Eiffe] Tower is in Paris) Arrange the words correctly. (Being an excellent lawyer, I am sure you can help us- Being an excellent lawyer, you can surely help us.

COURTESY Courtesy is when we consideration for others .

act

with

Courtesy

is important, because it enables people to interact with each other so that each person and their actions are valued, acknowledged and respected. Please and thank you are called the golden words.

b. Omit expressions that irritate, hurt or belittle.

I do not agree with you You are probably ignorant You did not tell us You leave us no choice

a.

Be sincere appreciative

and

thoughtful

and

Your letter is not clear at all; I cannot understand it. After Applying C quality: . If understanding your letter correctly.
.

Apparently you have already forgotten what I wrote you two week ago. After Applying C quality: . As mentioned in my May 15 letter to you.
.

CORRECTNESS

Use

right level of language, check accuracy of facts and figures, maintain acceptable writing mechanics and chose non-discriminatory expressions. Maintain acceptable writing mechanics--- spelling uniformity, double check for any careless omission.

Use right level of language --- formal, informal and substandard: Formal Informal Formal Informal Anticipate expect endeavour try Ascertain find out interrogate ask Conflagrationfire procure get Deem think terminate end Edifice building utilize use

Check accuracy of figures, facts and words--Double meaning words (betweenamong/continual continuous/counsel-council/principal principle/ that- who). Maintain acceptable writing mechanics--spelling uniformity, double check for any careless omission.

Choose non-discriminatory expressions equal treatments to sexes, races, ethnic origins, and physical features. the best man for the job the best person for the job manpower --- human power Chairman--- human power Clear sentences, use exact words, convincing tone, clear attitude.

CONCLUSION