Week # 3-Effective Communications
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Transcript of Week # 3-Effective Communications
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8/6/2019 Week # 3-Effective Communications
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Effective CommunicationsEffective Communications
in Business Writing (7 Cs)in Business Writing (7 Cs)Week # 3Week # 3
Students are advised not to solely rely on the Lecture Slides. A careful study of book isStudents are advised not to solely rely on the Lecture Slides. A careful study of book is
desirable for examsdesirable for exams
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Seven Cs of EffectiveSeven Cs of Effective
CommunicationCommunication1.1. CompletenessCompleteness
2.2. ConcisenessConciseness
3.3. ConsiderationConsideration4.4. ConcretenessConcreteness
5.5. ClarityClarity
6.6. CourtesyCourtesy
7.7. CorrectnessCorrectness
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CompletenessCompleteness
Provide all necessary InformationProvide all necessary Information One way tomake your message complete is to answer the five Ws.One way tomake your message complete is to answer the five Ws.
WHO?WHO?
WHAT?WHAT?
WHEN?WHEN? WHERE?WHERE?
WHY?WHY?
For instance, toorder (request) merchandise, make clear WHAT youFor instance, toorder (request) merchandise, make clear WHAT youwant, WHEN you need it, WHERE it is to be sent. and HOWpaymentwant, WHEN you need it, WHERE it is to be sent. and HOWpayment
will be done.will be done.
The five question method is useful when you write requests,The five question method is useful when you write requests,announcements, or other informative messages.announcements, or other informative messages.
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CompletenessCompleteness
Answer all questions askedAnswer all questions asked
Stated questions from questionerStated questions from questioner
Implied questions from questionerImplied questions from questioner
Give something extra when desirableGive something extra when desirable
The customers may not know what they needThe customers may not know what they need
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ConcisenessConciseness
Conciseness means convey the message by using fewestConciseness means convey the message by using fewestwords.words.
Eliminate wordy expressionsEliminate wordy expressions
Include only relevant materialInclude only relevant material
Avoid unnecessary repetitionAvoid unnecessary repetition
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Eliminate Wordy ExpressionsEliminate Wordy Expressions
Wordy: At this timeWordy: At this time
Concise: NowConcise: Now
Wordy: Due to the fact thatWordy: Due to the fact that
Concise: BecauseConcise: Because
Wordy: Please be advised that your admission statement wasWordy: Please be advised that your admission statement was
receivedreceived
Concise: Your admission statement has been received.Concise: Your admission statement has been received.
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Include Only Relevant MaterialInclude Only Relevant Material
Stick to the purposeStick to the purpose
Go to the important point conciselyGo to the important point concisely
Avoid long introductions and unnecessaryAvoid long introductions and unnecessary
explanationsexplanations
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Avoid Unnecessary RepetitionAvoid Unnecessary Repetition
Use a shorter name after you have mentionedUse a shorter name after you have mentioned
the longone. Instead of North Centralthe longone. Instead of North Central
Company use North CentralCompany use North Central
Use pronouns or initials E.g.,Use pronouns or initials E.g.,
Instead of world trade organization use WTO
orInstead of world trade organization use WTO
oryou can use IT for Information Technologyyou can use IT for Information Technology
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ConsiderationConsideration
Consideration means to consider the receivers Interest.Consideration means to consider the receivers Interest.
Focus on you instead of I or WeFocus on you instead of I or We
Show audience benefit or interest of the receiverShow audience benefit or interest of the receiver
Emphasize positive, pleasant facts.Emphasize positive, pleasant facts.
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Focus On You Instead Of I OrFocus On You Instead Of I Or
WeWeAlways try to address receivers needs and wants.Always try to address receivers needs and wants.
Using you help you, but over use lead a
Using you help you, but over use lead anegative reaction. The use of you in negativenegative reaction. The use of you in negative
situations can be avoided by employing thesituations can be avoided by employing thepassive voice.passive voice.
Insensitive: You failed to enclose your check in theInsensitive: You failed to enclose your check in theenvelopeenvelope
Considerate: The check was not enclosed.Considerate: The check was not enclosed.
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Emphasize positive, pleasant factsEmphasize positive, pleasant facts
NegativeNegative -- Unpleasant: It isUnpleasant: It is impossibleimpossibletoopen antoopen an
account for you todayaccount for you today
PositivePositive Pleasant: as soon as your signature card isPleasant: as soon as your signature card is
received, we will gladlyopen an account for you.received, we will gladlyopen an account for you.
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ConcretenessConcreteness
It means that message should beIt means that message should be specificspecific insteadinstead
ofofgeneral.general. Misunderstandingof words createsMisunderstandingof words creates
problems for both parties (sender and receiver).problems for both parties (sender and receiver).
When you talk to your client, always use factsWhen you talk to your client, always use facts
and figures instead of generic or irrelevantand figures instead of generic or irrelevant
informationinformation
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ConcretenessConcreteness
Use specific facts and figuresUse specific facts and figures
Put action in your verbs.Put action in your verbs.
Choose vivid, image building wordsChoose vivid, image building words
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Use Specific Facts and FiguresUse Specific Facts and Figures
Vague statement: GMAT scores are higherVague statement: GMAT scores are higher
Concrete statement: In 1996, the GMAT scoresConcrete statement: In 1996, the GMAT scoresaveraged 600; by1997, they had risen to 610.averaged 600; by1997, they had risen to 610.
Put action in your verbsPut action in your verbs
Use active voiceUse active voice
Put action in verbs, not in nounsPut action in verbs, not in nouns
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Put Action in your VerbsPut Action in your Verbs
Use active voiceUse active voice
Passive: The tests were administered by the professors.Passive: The tests were administered by the professors.
Active: Professors administered the testsActive: Professors administered the tests
Active verbs helpmake your sentence more specificActive verbs helpmake your sentence more specific
and concise.and concise.
Passive voice can be used when you want to avoidPassive voice can be used when you want to avoid
personal commentspersonal comments
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Put action in verbs, not in nounsPut action in verbs, not in nouns
Action hiding in Quiet Noun:Action hiding in Quiet Noun: Professor Jahanzeb will give Professor Jahanzeb will give considerationconsiderationto theto the
report.report.
Action in the Verb:Action in the Verb:
Professor Jahanzeb will Professor Jahanzeb willconsiderconsider the report.the report.
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ClarityClarity
Choose familiar wordsChoose familiar wordsFamiliar Unnecessary difficultFamiliar Unnecessary difficult
After subsequent After subsequent
Pay remunerationPay remuneration
Invoice statement for paymentInvoice statement for payment
in myopinionin myopinion IMOIMO
Laughingout loudLaughingout loud LOLLOL
Avoid jargon when the receiver is not accustomed to it.Avoid jargon when the receiver is not accustomed to it.
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Construct effective Sentences andConstruct effective Sentences and
ParagraphsParagraphs
LengthLength
Try to write sentence with 17 to 20 wordsTry to write sentence with 17 to 20 words
UnityUnity
One main idea in a sentence and others must be closelyOne main idea in a sentence and others must be closelyrelatedrelated
Poor Sentence:Poor Sentence:I like Mr. Baig and Eifel Tower is in ParisI like Mr. Baig and Eifel Tower is in Paris
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CoherenceCoherence
Arrangement of words correctly so that ideas clearlyArrangement of words correctly so that ideas clearly
express the meaning.express the meaning.
Unclear:Unclear: His report was about managers, broken downHis report was about managers, broken downby age and genderby age and gender
Clear:Clear: His report focused on age and gender ofmanagers.His report focused on age and gender ofmanagers.
EmphasisEmphasis
Put main ideas up front within a sentence.Put main ideas up front within a sentence.
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CourtesyCourtesy
Be sincerely tactful and appreciativeBe sincerely tactful and appreciative
Tactless, blunt More Tactful Tactless, blunt More Tactful
Its your fault, you did not Sometimes my wording is notIts your fault, you did not Sometimes my wording is not
properly read mylatest FAX precise; let me try againproperly read mylatest FAX precise; let me try again
Use expressions that show respectUse expressions that show respect
Omit irritating expressionsOmit irritating expressions E.g., you failed to, you are ignorant of, youleave us no choiceE.g., you failed to, you are ignorant of, youleave us no choice
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Choose Non discriminatory expressionsChoose Non discriminatory expressions
Man WordsMan Words
Questionable More DesirableQuestionable More DesirableFreshman First year studentsFreshman First year students
Manpo wer workforce, employeesManpo wer workforce, employees
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CorrectnessCorrectness
Use the Right Level of LanguageUse the Right Level of Language
Formallanguage is used for legal documents, topFormallanguage is used for legal documents, toplevel Govt. agreementslevel Govt. agreements
Informallanguage is more used in businessInformallanguage is more used in businesscommunicationcommunication
Check accuracy ofFigures, Facts and wordsCheck accuracy ofFigures, Facts and words
Maintain Acceptable Writing MechanicsMaintain Acceptable Writing Mechanics GrammarGrammar--checkschecks
SpellSpell--checkschecks