CE 403

Professional Practices and

Communication
Lecture 2

Seven Cs of Effective Communication
Seven Cs
Completeness
Conciseness
Consideration
Clarity
Courtesy
Correctness
Completeness
Contains all relevant facts
Style or manner such as to get desired
reaction
Have all necessary information for thorough
accurate understanding
Answer five W questions:
Who
What
Why
Where
when


Completeness
Answer all questions asked by receiver
completely
Admit unavailable information frankly and
openly
Provide unfavorable information honestly but
tactfully
Give additional extra information when
desirable (as receiver may not know what they
need or what to ask)


Conciseness
Say what one has to say in fewest words

Be complete without being wordy

Include relevant material only

Relevant: Material related to purpose of
message is
Conciseness
Omit:
obvious information
long introductions
unnecessary explanations
pompous words
gushy politeness






Conciseness
Avoid:
Needless repitition of phrases and sentences
use shorter name after mentioning longer name
and its shorter abbreviation once
use pronouns rather than repeating long nouns





Consideration
Being aware and sensitive to
Desires

Circumstances

Problems

Emotions

Probable reactions
of receiver of message
Consideration
Handle message from point of view of receiver
you attitude

Empathy

the human touch

Understanding of human nature
Consideration
Considerate message sender does not
Lose temper

Accuse

Charge without facts
Consideration
Focus on you instead of I and we. For this
Downplay own feelings

Emphasize points of receiver

Make explicit reference to or directly quote
message or response of receiver

Focus on needs and wants of receiver and means
to satisfy those needs
Consideration
Show interests/benefits of receiver in
responding favorably to message
Identify legitimate benefits of receiver

Benefits should be realistic and tailored to
individual needs

Assess receivers perspective by putting oneself in
his position

Address receivers needs, concerns


Consideration
Emphasize pleasant and positive facts by
Stressing on what can be done and NOT on what
cannot be done

Focus on words that the recipient can consider
favorably




Concreteness
Being
Specific
Definite
Vivid
Not being
Vague
General
Using
Denotative words (direct, explicit, in dictionary)
Not connotative words (ideas, notions associated
with word, phrase)
Concreteness
For concrete messages message sender should
Use specific facts and figures

Use exact, precise statements, not general words

Use active verbs. Active verbs make sentences
specific, personal, concise, emphatic

Choose vivid image building words having sensory
appeal, comparisons, examples etc


Concreteness
Concrete messages are

Dynamic and interesting

Receivers know what is exactly required or desired


Clarity
Clarity needed for accurate understanding of
message. For clarity
Choose precise, concrete, familiar words
conveying right meaning
Choose words appropriate for situation
Construct grammatically correct sentences, use
correct sentence structure clearly expressing main
idea
Use short sentences with one main idea
Sentences should have unity of idea




Courtesy
Courtesy implies
Politeness that grows out of respect and concern
for others

Requires sincere you attitude

Requires being aware of feelings of receiver in
addition to their perspectives




Courtesy
To be courteous
Be sincerely tactful, thoughtful and appreciative
Lack of courtesy: intentional abruptness,
bluntness (sometimes stem from lack of
awareness of another culture, country)
Use cordial appreciative messages that show and
build goodwill and respect
Avoid irritating expressions or questionable humor
that may offend
Choose non-discriminatory expressions reflecting
equal treatment of people regardless of gender,
race, ethnic origin




Correctness
Correctness implies using proper grammar,
punctuation, spelling. In addition,
Use right level of language. Formal (impersonal
with long sentences), informal (use short
conversational words as in business writing), sub-
standard (incorrect words, grammar,
pronunciation)
Check accuracy of facts, figures, words. Verify
statistical data, substantiate all information,
determine whether facts have changed with time
Give careful attention to appearance, format