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business communication ,effective business communication Chapter 2

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  • 1. Chapter 2 The Seven C’s ofEffective Communication by Syed Maqsood Ahmed Syed Maqsood Ahmed 1
  • 2. Business Communication To compose effective written or oral messages, you must apply certain communication principles. These principles provide guidelines for choice of content & style of presentation, adapted to the purpose & receiver of your message. Called the seven C’s Syed Maqsood Ahmed 2
  • 3. The seven C’s1) Completeness2) Conciseness3) Consideration4) Concreteness5) Clarity6) Courtesy7) Correctness Syed Maqsood Ahmed 3
  • 4. Completeness Your business message is complete when it contains all the facts reader needs for the reaction you desire. Completeness offers numerous benefits. First: Complete message are more likely to bring the desired results without the expense of additional messages. Second: They can do the better job of building goodwill. Last:7. Provide all necessary information8. Answer all questions asked9. Give something extra when desirable Syed Maqsood Ahmed 4
  • 5. Provide all necessary information One way to help make your message complete is to answer the five W questions. Example: To reserve a hotel banquet room.e (Who) Sponsoring organizationi (What) Specify the accommodation neededm(When) Date & Timem(Where) Locationm(Why) Event The five question method is especially useful when you write Request, Announcements etc. Syed Maqsood Ahmed 5
  • 6. Customer Point of View 5 W’s  What To Buy ?  How Much To Buy ?  Where To Buy ?  When To Buy ?  How To Buy ? Syed Maqsood Ahmed 6
  • 7. Answer All Questions Asked Whenever you reply to an inquiry try to answer all questions. A prospective customer’s reaction to an incomplete reply is likely to be unfavorable. The customer may think the respond is careless is purposely trying to conceal weak point If you have no information on particular question, say so clearly If you have unfavorable information in answer to certain questions, handle your reply with both tact & honest. Syed Maqsood Ahmed 7
  • 8. Conciseness Conciseness is saying what you have to say in fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy. A concise message saves time & expenses for both sender & receiver. Examples: From the book. Include only relevant material. Avoid unnecessary repetition. Syed Maqsood Ahmed 8
  • 9. Consideration Consideration means preparing every message with receivers in mind; Try to put yourself in their place & you must be aware of their desires, emotions & probable reactions to your request. Expels 4rm Book Focus on You instead of I This thoughtful consideration is also called “you attitude”, or understanding of human nature. Show Audience Benefit in the Receiver To create considerate, audience-oriented messages, focus on how message receivers will benefit, what they will receiveSyed Maqsood Ahmed want or need to know. & what they 9
  • 10. Concreteness Communicating concretely means being specific, definite, & vivid rather than vague & general. The benefits to business professionals of using concrete facts & figures are obvious: Your receiver know exactly what is required or desired. Using concrete language has some additional advantages. Concrete messages are more richly textured than general or vague messages. Expels. Use Specific Facts & Figures Put Actions in Your Verbs Syed Maqsood Ahmed 10
  • 11. Clarity Getting the meaning from your head into the head of your reader accurately – is the purpose of clarity. Certainly you know it is not simple we all carry around our own unique interpretations, ideas, experiences associated with words. Choose Precise, Concrete, & Familiar Words. Clarity is achieved in part through precise & familiar language. When you use precise or concrete language you select exactly the right word to convey your message. Familiar words as b/w 2 good friends, Syed Maqsood Ahmed 11
  • 12. Courtesy True courtesy involves being aware not only of the perspective of others, but also their feelings. Courtesy stems from a sincere you attitude It is not merely to show politeness with magnetized assertion of “please” & “thank you”., but it is politeness that grows out of respect & concern for others For this one should need to be Sincerely tactful, thoughtful & appreciative. Use expressions that shows respect. Choose non-discriminatory expressions Examples From Book. Syed Maqsood Ahmed 12
  • 13. Correctness At the core of correctness is proper grammar, punctuation, & spelling. However a message may be perfect grammatically & mechanically but still insult or a lose customer. The term correctness as applied to business messages also means the following 3 characteristics.o Use the right level of languagev Check accuracy of facts, figures & wordsf Maintain acceptable writing mechanics. Syed Maqsood Ahmed 13
  • 14. Levels of Language There are three levels of language Formal Formal language is associated with scholarly writing Legal documents, top level government agreements etc. Where formality is demanded Informal Informal writing is more characteristic of business writing here you use words that are short, well known & conversational. Substandard Using incorrect words, incorrect grammar, faulty pronunciation all suggest an inability to use good English. Examples 4rm Book. Syed Maqsood Ahmed 14
  • 15. Thank YouSyed Maqsood Ahmed 15