Correctness

Courtesy

Clarity Concreteness

Consideration

Conciseness

Completeness

7 C’s

Message should contain all facts Remember the communication model, the

mental status of receiver, other influences on receiver, barriers

For completeness in your message, always remember:◦ Provide all necessary information◦ Answer all question as asked◦ When desirable, give something extra

Provide all necessary information:◦ Make sure to provide all info the receiver needs

for thorough, accurate understanding◦ Who, What, When, Where, Why, How

Answer all questions:◦ Incomplete reply will lead to unfavorable response◦ Shows carelessness, concealing facts or weak spot◦ Omissions casts suspicions◦ If you lack information for a certain question, clearly state◦ For an unfavorable information as an answer to a

question, handle with tact and honesty◦ If you need some more information before replying, ask

and then reply

When desirable, give something extra◦ Go an extra mile

◦ Sometime you are needed to do more than the specific questions

◦ This will help you to achieve your personal and business goals easily

Checklist of Completeness:

◦ Remember the Ws: Who, What, When, Where, Why, How

◦ Answer all questions: either stated or implied

◦ Give extra information where desirable

Credibility of the communicator: Five decisions are made about the communication source:◦ Competence: Does the sender know his / her message?◦ Character: Does the receiver perceive the sender as an

honest person?◦ Composure: Does the sender give the impression of being

calm and collected, particularly in stressful conditions? ◦ Sociability: Does the sender come across as a likeable

individual?◦ Extroversion: Does the source exhibit outgoing

tendencies rather than timidity?

Saying what you want to say in the fewest possible words, without compromising on other 6 C’s

A concise message is complete without being wordy A prerequisite to effective communication Concise message saves time and money of sender

and receiver It contributes to emphasis by eliminating unnecessary

words

“You-View,” messages are more attractive to receivers

Shows respect for receivers by reducing unnecessary information

For Conciseness, always do:◦ Eliminate wordy expressions◦ Include only relevant material◦ Avoid unnecessary repetition

Eliminating wordy expressions:◦ Use single words substitute instead of phrases

At this time Now In due course Soon

◦ Remove unnecessary expressions Allow me to say how helpful your response was Your response was helpful

◦ Replace wordy conventional statements with concise versions Please find attached the list you have requested The list you requested is attached

Eliminating wordy expressions:◦ Avoid over using empty phrases

There are four rules that should be observed at cash counter

Four rules should be observed at cash counter◦ Remove Which and That whenever possible

The receipt that is enclosed with, documents your purchase

Enclosed receipt documents your purchase

Eliminating wordy expressions:◦ Eliminate unnecessary prepositional phrases

The issue of the most relevance is the team work The most relevant issue is team work

◦ Limit use of Passive voice The assignments are to be submitted by all students prior

to 5:30 pm, at which time they will be received by Dr. Dilbar

Please submit your assignments to Dr. Dilbar by 5:30 pm

Include only relevant material:◦ Avoid irrelevant statements◦ Stick to the purpose of the message◦ Delete irrelevant words and rambling sentences◦ Remove information obvious to receiver, do not repeat what

has been discussed / told to you. If you feel some information is to be repeated and reminded, do it tactfully

◦ Avoid long introduction, unnecessary explanations, excessive adjectives & prepositions, pompous words, gushy politeness

◦ Get to the point

Avoid unnecessary repetition:◦ Sometimes it is necessary for emphasis◦ Use shorter words / names, for e.g. Iqra University to IU◦ Use pronouns or initials rather than repeat long names, for

e.g. Member of National Assembly to MNA◦ Cut all needless repetitions of phrases and sentences◦ Use bullets instead of long sentences

Checklist of Conciseness:◦ Use one word in place of phrases, one sentence

in place of two◦ Remove outdated expressions◦ Ask yourself: What material is really relevant?◦ Look for unnecessary repetition

Preparing every message with the message Receiver in the mind

Put yourself in place of receiver Also called

◦ You Attitude◦ Empathy◦ Human Touch◦ Understanding Human Nature

Consideration lies under the other 6 C’s

Adapt your language and message content to the receiver’s needs, to make your message complete

Ways to indicate consideration:◦ Focus on “you” instead of “I” and “We”◦ Show audience benefit or Interest in the receiver◦ Emphasize positive, pleasant facts

Focus on “you” instead of “I” and “We”◦ Create considerate, audience oriented message◦ Focus on how receiver will benefit◦ Downplay your feelings◦ Emphasize on discussion point

I am delighted to announce that we will be extending the banking hours to make banking more convenient

You will be able to avail bank services with extended hours

Focus on “you” instead of “I” and “We”◦ Consideration is more than You attitude◦ Use of You can lead to insensitive feelings in a

negative situation You failed to enclose your cheque in the envelop The envelop received did not have a cheque in it You are completely ignoring the facts of the case The case includes four facts that needs attention

◦ Avoid sarcastic, insulting, tactless, untrue accusations, threatening words

Show audience benefit or Interest in the receiver◦ Receiver should benefit from the message /

announcement◦ Benefits must meet recipients’ needs, address their

concerns, offer them rewards◦ You must identify the legitimate benefits of your

position, policy or product, and than put yourself in place of receiver

◦ Receivers will react favorably & do what you suggest if you show that benefits are worth the effort & cost

Show audience benefit or Interest in the receiver◦ In situations where actual direct benefit is

impossible or irrelevant to the subject matter, the message should at least show interest in and concern for the recipients needs or view points

◦ Merely inserting the word You, does not ensure You attitude

◦ This helps collect payments, bills, soften the blow in a turndown, and sell products

Emphasize positive, pleasant facts◦ Stress on what can be done, instead of what cannot be

done◦ Focus on words which are considered favorable by the

receivers It is impossible to open an account for you today As soon as the details reaches us we will gladly open your

account When traveling for an official visit, you will not receive

approval for the Business class fare For official tours, the approved fare is of Economy class

Emphasize positive, pleasant facts◦ Favorable words: benefits, cordial, happy, help, generous,

loyal, pleasure, thanks, thoughtful◦ Unfavorable words: blame, complaint, failed, fault,

negligence, regret, reject, trouble, unfair True consideration is a result of integrity and ethics in

communication

Checklist of Consideration:◦ See your material from your receivers’ point of view◦ “YOU” is more desirable than “I” or “we” in most

instances◦ Receivers like to see benefits, be sure benefits are a

prominent part of your message◦ Consciously use positive words, readers will react

more favorably

Be specific, definite and vivid No to vogue and generalized words Use denotations, avoid connotations Guidelines to compose concrete & convincing

messages:◦ Use specific facts and figures◦ Put action in your verbs◦ Choose vivid, image building words

Use Specific Facts & Figures:◦ Use exact, precise statement or figure instead of

a generalized word – makes message concrete He is strict He takes attendance at 5:30 pm

◦ Avoid words of uncertainty: slightly, small, soon, early, high, about, most, a few, slow, very, almost, several

Put Action In Your Verbs:◦ Use active verbs◦ Avoid passive verbs◦ Active verbs make your sentences more:

Specific, Personal, Concise, & Emphatic◦ Passive voice is used:

To avoid personal, blunt accusations, or comments

Choose Vivid, Image-building Words:◦ Use sensory appeal, comparisons, figurative

language, concrete nouns◦ Sensory appeal: to one or more of 5 senses◦ Comparisons: figurative and literal

Checklist of Concreteness:◦ Be precise in using facts and figures wherever

possible◦ Use active rather than passive voice◦ Action in verbs◦ Occasionally use vivid, image building words. In

business writing use them sparingly

Getting the message from your head to the receivers’ head accurately

Choose Precise, Concrete and Familiar Words◦ Use short words instead of long words◦ Avoid foreign languages (e.g. Latin words)◦ Use foreign language terminology only in professional

writing (Rx, BID, HS, Dr. Cr.) Construct Effective Sentences and Paragraphs

◦ Length◦ Unity◦ Coherence◦ Emphasis

Checklist of Clarity:◦ Choose a precise / concrete word◦ Select words with high sense of appropriateness

for the reader◦ Opt for familiar words◦ Average sentence length of 17 to 20 words◦ One main idea in a sentence◦ Main idea in early part of sentence

Courtesy involves being aware not only of others perspective but also about their feelings

The serious ‘You’ attitude It is not Politeness, Please or Thank You For a courteous language and tone in writing and

speaking, do:◦ Be sincerely tactful, thoughtful, and appreciative◦ Use expressions that show respect◦ Choose non discriminatory expressions

Be sincerely Tactful, Thoughtful, & Appreciative Tact:

◦ Some persons are intentionally abrupt or blunt – negative traits causing discourtesy

◦ Negative personal attitude, mistaken idea of conciseness, not knowing the culture of organization / country / group of people

◦ Writing to external customers require additional niceties compared to internal customers. Even a longer version of written documents is required

Thoughtful & Appreciative:◦ Communicators who send cordial and courteous

messages of deserved congratulations and appreciations to both external and internal customers help build goodwill

◦ Goodwill built in this way helps in achieving personal and organizational level goals

◦ Goodwill can not be quantified in Rupees / money, but it is worth millions of rupees

◦ Be specially thoughtful and courteous with Asians, who like soft language and polite approach (both written and oral communication)

Use expressions that show respect:◦ Would you like to receive messages that offend?◦ Remove irritating Expressions from your communication,

especially when used with You / Your. Examples: I do not agree with you, If you care, I am sure you must

realize now, Irresponsible, Obnoxious, Obviously overlooked, Owing to your questionable credit we are unable to, simply nonsense, surely you do not except, we are amazed you can not, We find it difficult to believe that, Why have you ignored, You are probably ignorant of the fact that, Your forgot to, You failed to . . .

Use expressions that show respect: Remove Questionable Humor

◦ Your laugh can become disgusting for other person◦ Individuals’ Sense of humor differs◦ When in doubt - use formal communication◦ Example:

Oh boy, where is the attachment Kindly resend the e mail with the attachment

Choose non discriminatory expressions to reflect equal treatment of persons, regardless of gender, race, ethnic origin, and physical features

Avoid Gender specific words:◦ For a long time, MAN was denoted for humanity, now it is

connected to male humans. Therefore, neutral words should be used

◦ Examples: Freshman / First year students Manpower / workers, employees, work force Man made / built, manufactured, constructed Best man for this position / the best person, suitable person,

best candidate for this position

Singular Pronouns:◦ English language lacks a neuter singular pronoun

signifying ‘He’ or ‘She’◦ Masculine pronouns are widely accepted◦ Avoid using Masculine pronouns◦ Examples

Any one who comes late in class will get himself marked absent / Students who come late in class will be marked absent

Each faculty member has an assigned parking place. He should park his car … / Every faculty member has been assigned a parking place. Each car should be parked in . . .

When using names, treat each gender with respect

Check list of Courtesy:◦ Ask yourself: Does the communication have a sincere

‘You’ attitude◦ Have someone else look at your statement if you have

doubts about whether it is tactful. Another opinion may cause you to reconsider making a statement

◦ Be cautious in using humor in communication. Here too it pays to have someone else review your words

◦ Be careful in using discriminatory language, this means being aware of gender, race, age, color, creed, sexual preferences, or ethnic origin

Correct grammar, punctuation, and spellings A communication message may be perfect

grammatically but it can still insult some one due to incorrect language and facts

For correctness:◦ Use the right level of language

◦ Check accuracy of figures

◦ Acceptable writing mechanics

Use the right level of language◦ Formal◦ Informal ◦ Sub-standard

Formal Language:◦ Scholarly writing, doctoral dissertations, scholarly articles,

legal documents, top-level government agreements◦ Style is unconventional, usually impersonal, often contains

long and involved sentences

Informal Language: aka business writing. Usage of words that are short, well-known and conversational◦ More Formal Words: participate, procure, endeavor,

ascertain, deem, utilize, interrogate

◦ Less Formal Words: Join, get, try, find out, think, use ,

question

Sub-standard Language: Avoid it. Using incorrect words, incorrect grammar, faulty pronunciation all suggest inability to use good language◦ Sub-standard: can’t, can’t hardly, aim at proving,

desirous to, ir-regardless

◦ More acceptable: aren’t, can hardly, aim to prove,

desirous of, regardless, brought, should have

Check accuracy of Figures, Facts and Words◦ It is impossible to convey meaning precisely through

words from sender to receiver’s mind◦ The goal is to be as precise as possible◦ Ensure by checking and double checking the correctness

of figures, facts and words Figures and Facts:

◦ Verify statistical date◦ Double check totals◦ Avoid guessing at Laws that can impact on sender and

receiver◦ Cross check with someone else to verify◦ Are facts updated or redundant due to time

Words that Confuse:◦ Languages are alive – changing daily. E.g.

A, An Accept. Except Anxious, Eager Between. Among Effect, Affect Farther, Further Eminent. Imminent Continual, Continuous Counsel, Council Principal, Principle Which, That, Who (Things, Persons / things, People)

Maintain Acceptable Writing Mechanics◦ Grammar Checks◦ Spell Checks◦ Other software based tools◦ In totality these software help us but needs to be verified

by the sender

Checklist of Correctness:◦ Select the right level of language for communication,

either formal or informal. Avoid sub-standard language◦ Informal language is used in business communication◦ Check – often by letting another person reading your

material – for correct figures, facts and words◦ Apply the principles of accepted mechanics to writing