THE SEVEN C’S OF EFFECTIVE COMMUNICATION
Certain principles are required to compose effective written or oral messages. These principles provide guideline for: (a) Choice of content and (b) Style of presentation
These principles are:
1) Completeness 2) Conciseness 3) Consideration 4) Concreteness
5) Clarity 6) Courtesy 7) Correctness
1. COMPLETENESS
A message is complete when it contains all facts that a reader or listener needs for the reaction you desire. Mental filter’s differences are there everywhere; therefore view your message through the eyes of your receivers.
Benefits:
Brings the desire results without additional messages.
Builds goodwill, for it shows concern for others.
Seemingly trivial information can be surprisingly important, if complete.
Guidelines:
1. Provide all necessary information
Check to make sure completeness by answering Five or Six wh-questions (who, what, when, where, why) e.g.
a) To order (request) merchandise (goods):-
à What you want?
à When you need it? / Why is it needed?
à To whom and where it is to be sent?
à How payment will be made?
b) To reserve a hotel banquet room (formal meal):-
à Specify the accommodation needed (what)
à Location (where)
à Sponsoring organization (who)
à Date and time (when)
à Other details (how)
2. Answer all questions asked
Answer all questions - stated or implied. ‘Omissions cast suspicions’. Therefore, be straight forward always. If you have no info, say clearly. If the message is unfavorable, be tactful and honest. Also, ask additional questions if required.
3. Give something extra, when desirable
Sometimes you must do more than you are asked for. The customers may not know what they need e.g.
à Suppose a customer asks you, ‘I am new to the city and would like to consider joining your club. As I will be visiting your club within the month, will you, please, tell me where the next meeting will be held?’
You are to tell the customer not only the place of next meeting, but also provide the following information:
Welcome–direction, parking lot, day, time, date, program etc.
à Suppose a customer needs a flight reservation; and he/she asks you, ‘Please fax me in return, the departures from Singapore to Hong Kong on the 8th of March.’
You are to give the following information:
Time, airlines flying that route, costs, departure, arrival, economy class, business class etc.
2. CONCISENESS
A concise message is complete without being wordy.
Benefits:
1. It saves time and expense for communicators.
2. It is more interesting to recipients.
3. It shows respect for recipients.
Guidelines:
a) Substitutes single word for long phrase.
At this time ------- now
In due course of time ------ soon.
Due to the fact that ------- because
b) Eliminate Old, unnecessary expressions
à Allow me to say how helpful your response was.
ü Your response was helpful.
à Please find attached the list you requested.
ü The list you requested is attached.
à It happens once in a blue moon.
ü It happens rarely.
à There are four rules that should be observed.
ü Four rules should be observed.
In all attempts to reduce wordiness, you must be careful to not distort meaning. Remember conciseness reflects the thoughtful elimination of words.
c) Include only relevant material
Let someone else check your message whether you have overused certain words; dullness may result from the same word or idea being repeated too often.
Exclude all irrelevant statements.
a) Stick to the purpose of the messages.
b) Delete irrelevant words and long confused sentences.
c) Omit information obvious to the receivers.
d) Get to the important point tactfully and concisely.
e) Avoid unnecessary explanations, long introductions, and unnecessary politeness.
à We hereby wish to let you know that our company is pleased with the confidence you have reposed in us.
ü We appreciate your confidence.
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