7 Cs of Effective Communication

Overview
• We communicate using a number of different
methods – face to face, telephone, email, instant
messenger, letters, reports, meetings,
presentations and more.
• We communicate with people every day, both at
work and in our personal life.
• The 7 Cs of Communication is a checklist to
ensure that your communication is effective.
Introduction
• In order to ensure you get the right result
when you communicate you need to ensure
that your communication is effective & clear
• This is where the 7 Cs of Communication can
help.
THE CUTTING EDGE

Clear
Concise
Coherent

Complete
Concrete
Correct
Courteous
Clear (Clarity)

• Be clear about the goal of your message and the

purpose of the message.
• Present one idea at a time making it easier for
the recipient to understand.
• Don’t leave them guessing what the message is
about and having to fill in the gaps themselves.
• Set a goal or outcome for what you want to
communicate and work towards that.
 Guiding Principle : Clarity in communication

1. Get me some water.

2. Get me a glass of water.

3. Get me a glass of room temperature water.

4. Get me a glass of room temperature mineral water.

5. Get me a glass of room temperature Bisleri mineral water.

6. Get me a plastic glass of 200 ml of 28 degrees of Bisleri drinking

Water. Please ensure that you open the bottle in front of me.
Please wash the glass before getting it.
Clarity

• Use precise and familiar words

• Articulate Effectively
Do not eat the end words
Check pronunciation: V, W, H, M, Sh and S

Eg : “He is an honest man …”

“A lot of you wouldn’t want to do it...”
“May I speak with…”
“The van is on it’s way”
“ My watch has fallen down.”
Concise (Conciseness)

• Keep to the point and keep it short and simple

• Don’t use unnecessary extra words (use two words
where one will do or 6 sentences when 3 will do)
• Don’t repeat the same point in different ways
• This will also make any communication more
engaging and easier to understand
Concise

 This is to thank you for the quick response

✓ Thank you for the quick response

 This report is in connection with the internal job
postings
✓ This is a report on internal job postings
 In majority of cases it is found that the trains are on
time

✓ The trains are usually on time

Concise
 At this point of time, we usually initiate, in the
majority of instances, a query resolution process
✓ Now , we usually initiate a query resolution process.
 I need the following information in order to
complete the report
✓ I need the following information to complete the
report

 The meeting will be held for the purpose of

discussing the visit of Jack Welch
✓ The meeting will be held to discuss the visit of Jack
Welch
 Word Substitution

Not very clear to read Illegible

At all times Always

At the present time Now

For the purpose of For

Due to the fact that Because

In the event that If
By means of By
Simplicity in Writing

Don'ts Do’s

• As of this date
• Awaiting your further
wishes
• Desire to state
• In receipt of
• In reply to your mail
Simplicity in Writing

Don'ts Do’s

• As of this date
• So far
• Awaiting your further
wishes • Please let me know
• Desire to state • Just state it…
• In receipt of
• Received
• In reply to your mail
• Just reply…
Simplicity in Writing

Don'ts Do’s

• In the event that

• In the month of July
• In the near future
• In this connection
• Kindly confirm the
same
Simplicity in Writing

Don'ts Do’s
• In the event that
• If
• In the month of July
• In July
• Soon
• In the near future
• About
• In this connection
• Let us know
• Kindly confirm the
same
Simplicity in Writing

Don'ts Dos

• May we hope to
receive
• Please do not
hesitate to
• Wish to thank you
• Kindest Regards
Simplicity in Writing

Don'ts Dos

• May we hope to
• Please send us
receive
• Please do not • Please let me know
hesitate to • Thank You
• Wish to thank you
• Regards
• Kindest Regards
Simplicity in Writing

Don'ts Dos

• May we hope to
• Please send us
receive
• Please do not • Please let me know
hesitate to • Thank You
• Wish to thank you
• Regards
• Kindest Regards
 Exercise
MULTIWORD PHRASE SINGLE WORD

In the days and weeks preceding

Prior to

All of a sudden

Has the ability to

In the near future

At this point of time

Due to the fact that

Both of these

Last but not the least

20
Exercise Multiword phrase:
word
Single

In the days and weeks preceding before

Prior to before

All of a sudden suddenly

Has the ability to can

Immediately following then

In the near future soon

At this point in time now

Due to the fact that because

Both of these both

Last but not the least finally

Exercise 22

MULTIWORD PHRASE SINGLE WORD

At the present time

In order to

A lot of

On a daily basis

On account of the fact that

Immediately following

In the event that

Subsequent to
 Exercise

Multiword phrase: Single word:

At the present time now

In order to to

A lot of many

On a daily basis daily

On account of the fact that because

Immediately following then

In the event that if

Subsequent to after
 24

Avoid Needless Repetition

REDUNDANCIES BE BRIEF

The reason is because

Revert back

Unfortunate problem

Helpful cooperation

Initial preparation

Each and every

A brilliant genius

Final outcome
 Exercise: Write More Concisely
• In the event that dues are not cleared by March, your contract will be terminated

• Jim ordered chairs which are of the executive type

• There are seven rules which should be observed

• Your cheque for the amount of $1000 has been sent to you
Answer
[Link] contract will be terminated if we don’t receive your payment by March

2. Jim ordered executive-type chairs

4. Observe the seven rules

5. Your cheque for $ 1000 has been sent to you

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 Coherent (Coherence)

• Make sure your message flows well and is laid out

logically.
• The points you make should all be linked to the main
topic and should help you to deliver the objective you
originally set out to achieve.
• Make sure the tone of the message is the same
throughout.
• Consider using a structure for your communication to
help here.
• If something is coherent, it is well planned, so that it
is clear and sensible and all its parts go well with each
other.
• A sentence is a group of words which, when they are
written down, begin with a capital letter and end with a
full stop, question mark, or exclamation mark.
• Most sentences contain a subject and a verb.
• Use transition words /linking words
Transition Words /Connectors

 To express  To my mind, I believe that, I assert that, I strongly

believe that. ( strong verbs).
ideas
 Starting First of all, On the first line, To begin with, Firstly.

 Adding a point  In addition to, Not only…but also, What’s more, Last
but not least.
 Developing a
point. Besides, Moreover, Furthermore, To continue.

 Giving
examples.  To illustrate, For example, For instance.

 Contrasting However, Nevertheless, On the contrary, In contrast,

ideas.  Despite the fact that, Nonetheless.

 Explaining. As a result, Thus, For that reason, Hence,

 To sum up.  Therefore, In summary, In conclusion, To sum up.

Complete (Completeness)

• Message receiver either listener or reader desire complete

information.
• Always provide complete information to the receiver.
• There is a way to make your messages complete i.e., to answer the
five W’s
• 1. Who
• 2. What
• 3. When
• 4. Where
• 5. Why
• These five questions are very useful when we write any messages or
deliver any information.
• Through this way any business organization can maintain a good
business relation.
Complete (Completeness)

• Ensure the recipient has everything they need to

understand your message and take action if
needed.
• If action is needed, ensure your message includes
a ‘call to action’
• Also, ensure that any specific details are clear and
included. Don’t leave the recipient with lots of
questions to ask
• Think about how you will check for understanding
– For example, you could ask questions to check their
understanding.
 Concrete (Concreteness)
• Be clear, not fuzzy/vague

We expect daily report ( vague )

Vs
Employees to send daily reports

• Ensure there is enough detail to get the message across but not too much so
that the recipient will be lost and that the message is factual

• Don’t Add too much ‘noise’ around your main points Make sure your main points
and any conclusions are clear to the recipient
• Use active voice to make sentence concrete
e.g.,

The match was won by our team

Vs
Our team won the match
Vague and Redundant

I shall be obliged if you can kindly…

2. An order form is enclosed for your
convenience.
3. We acknowledge the receipt of…
4. Awaiting the favour of your reply…
5. We beg to state…
6. As per your advice…
7. In due course…
• I am slightly unwell.
(You can be unwell or not. How can any sickness be slight?)
• Interest rates have been marginally reduced.
(say precisely the quantum of reduction. What is marginal
to the finance minister may be huge to a person depending
on interests.)
• Send it as soon as possible .
( give specifications)
• I will do it in the near future .
(How far is the near future? )
 Correct (Correctness)
• Check the information you are providing is accurate and,
in written communication, ensure it is free from
grammatical and spelling errors.

• Check the technical parts of your content are

understandable by the person receiving the information.

• Preparation will help here to make sure you can be sure

about what you are communicating or a chance to read
what you have written.
Correct

• Convey information appropriately

• Check accuracy of figures facts & words

• Accept and apologize: if data is not available

WHEN IN DOUBT - ASK!!!

Courteous(Courtesy) /Considerate

• Your message should be polite, friendly, professional,

open and honest.
• Think about your message from the recipient’s point of
view and you are empathetic towards their needs.
• This will help you to deliver the message in a way
that’s easy to understand and buy into.
• Also, communicating to or writing for the reader can
make your communication more engaging.
Courteous/Considerate

• Be sincere, tactful & patient

• Use expressions that show respect (thank you,

please…)

• Never use expressions ‘you should’ , ‘you ought

to… ‘,’you must …‘, etc. instead say ‘you need to …’

• Empathize

CHOOSE NON DISCRIMINATORY, RESPECTFUL VOCAL EXPRESSIONS

Courteous/Considerate

Consideration refers ‘to consider the interest or intention

of receiver’.

The communication medium and other physical settings

must be planned, keeping in mind the attitude, language,
education and position of the receiver

Three specific ways to indicate consideration

• Focus on ‘You’ instead of I or we
• Show audience benefit or interest of the receiver
• Emphasize positive and pleasant facts.
 Change the Following Negative Statements into Positive
Statements:

• The service department has

regularly failed to deliver
monthly worksheets
• We cannot deliver the goods
before September 15
• Monitoring procedures are
inadequate
• I have a problem at work
• You made a mistake

39
Change the Following Negative Statements into Positive Statements

• The service department is now committed to delivering

monthly worksheets

• We will deliver the goods on September 15

• Let us improve monitoring procedures

• I am facing an issue at work

• You could view this as a valuable lesson

 Exercise: Polite and Diplomatic
• Can we meet again next week?

• You’ve made a mistake on the invoice.

• The quality is low.

• Do you want me to speak to Mr. White?

• Your estimate for the cost is too low.

• We should wait.

• It’s a horrible idea.

• Let’s cancel the project.

41
 Exercise: Polite and Diplomatic

• I wonder (was wondering) if we could meet again next week?

• There seems to be a mistake on the invoice

• The quality is not very high

• Would you like me to speak to Mr. White?

• Your estimate for the cost might be a bit low

• Wouldn’t it be a better idea to wait?

• To be honest, I’m not sure it’s a good idea

• Perhaps we should think about canceling the projects

Assertive Communication

Don’t say no directly

Have the ability Support with specific reason and

provide solution when possible

to say Back up with data, facts and figures

NO Be polite

Problem –Solution approach