The document discusses the importance of completeness in communication. It provides guidelines for ensuring messages contain all necessary information. It emphasizes providing information to answer any questions asked, as well as considering offering additional details. The checklist for completeness includes remembering the questions of who, what, when, where, why and how and answering all questions directly or implied.

2. Correctness
Courtesy
Clarity Concreteness
Consideration
Conciseness
Completeness
7 C’s

3.  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

4.  Provide all necessary information:
◦ Make sure to provide all info the receiver needs for
thorough, accurate understanding
◦ Who, What, When, Where, Why, How

5.  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

6.  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

7.  Checklist of Completeness:
◦ Remember the Ws: Who, What, When, Where, Why, How
◦ Answer all questions: either stated or implied
◦ Give extra information where desirable

8.  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?

9.  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

10.  “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

11.  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

12.  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

13.  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

14.  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

15.  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

16.  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

17.  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

18.  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

19.  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

20.  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

21.  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

22.  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

23.  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

24.  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

25.  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

26.  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

27.  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

28.  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

29.  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

30.  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

31.  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

32.  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

33.  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

34.  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

35.  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)

36.  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 . . .

37.  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

38.  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

39.  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

40.  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

41.  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

42.  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

43.  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

44.  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

45.  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

46.  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)

47.  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

48.  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