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7 c's of business communication

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7 c's of business communication

  1. 1. Business Communication Principles: The 7 C’s --Dr. Debaleena Dutta
  2. 2. Principles of Business Communication Business communication means building rapport with the target audience. With this rapport, we can convince our client to choose us [our products or services] over our competitors. The steps to build this rapport are called Principles of Business Communication.
  3. 3. Principles: 7 C’s of Business Comm. Conciseness Clarity Concreteness Correctness Completeness Courtesy Consideration
  4. 4. Conciseness = Brevity
  5. 5. Conciseness Conciseness means Brevity. We have to say things in as short way as possible. Steps to achieve conciseness:  Use key words.  Important information first  Delete over-polite phrases.  Delete repetitions.  Cross out redundancies.  Cut out lengthy phrases The same as Brevity in ‘Approaches to Technical Writing’
  6. 6. Clarity = No Confusion
  7. 7. Clarity [Same as Clarity in Approaches] Clarity means clear sending of message to the customer. No scope of confusion or double meaning.
  8. 8. Steps to Achieve Clarity 1. Use glossary for technical terms. 2. This means defining Acronyms and Abbreviations. 2. Follow one-idea in one-sentence rule. 3. Focus on answering the WH-questions: what, whom, when, where, how, how many. 4. Use discourse-markers to indicate logical flow. 5. Use Active voice. 6. Use examples from daily life. 7. Use pictures and info-graphics.
  9. 9. Concreteness
  10. 10. Concreteness • Concreteness means giving numerical information rather than adjectives and adverbs. Eg.: We need a bigger office space soon. A lot of customers filed return-and-refund for our products today. approx 10, 000 sq. ft. by end of November Twenty
  11. 11. Correctness
  12. 12. Correctness This means no error in: Grammar Spelling Punctuation
  13. 13. Completeness
  14. 14. Completeness This means Complete product information: • Manufacturing date • Expiry date • Batch No. • Location of the Manufacturing Unit • Warnings • Instruction Booklet with pictures, etc.
  15. 15. Warn Customers about dangers of the product as well
  16. 16. Consideration
  17. 17. Consideration This means putting yourself in client’s shoes. Consideration is necessary when we are in customer-service section, and attending customer’s complaints. This includes apologizing for an inconvenience; asking whether it is the right time to talk [in case you are tele-calling for survey], etc.
  18. 18. Courtesy • This includes showing respect to the person you are talking to. • It is done through: 1. Formal greetings to open and close a conversation. 2. Using words that do not hurt the receiver.
  19. 19. 1. Formal Greetings If replying to a complaint via email, start with Thanks: “Thank you for bringing this to our notice.” If on live chat, start the conversation with Good Morning/Afternoon/Evening. Close the conversation with a: thanks/ promise to solve the problem soon.
  20. 20. 2. Use words that do not hurt the receiver. This includes using: 1. Gender-neutral words. Every employee is supposed to bring his I-card to the office. 2. Using Euphemisms. Eg.: We need to build a ramp at the entrance for our physically handicapped employees. physically challenged his/her
  21. 21. Courtesy Consideration
  22. 22. Purpose of Business Letters • To Inform [Sales letter; Annual Performance Report] • To Enquire [Letter of enquiry] • To Order [Order letter] • To make request for Credit [Credit letter] • To complain [Claim letter] • To adjust the issue of complaint [Adjustment l.] • To apply for a job [Cover letter] • To congratulate [colleague or subordinate]
  23. 23. Formats of Business Letter There are 4 formats of writing letters: • Block Layout • Modified Block Layout • Semi-Block Layout • Simplified Layout We generally use Block format to write Business letters. Everything is left-aligned in Block Format. Easy to check whether we have missed anything.
  24. 24. Rules of Drafting • Drafting means preparing the Write-up in three stages: First Draft—roughly noting down all the points you want to say. Second Draft—contains your revisions; edit grammatical errors, Punctuation and spelling errors. Also, try to order the ideas better. Third Draft—contains revisions done after other’s suggestions. Contains adjustment of tone, so that the reader acts accordingly.
  25. 25. Let’s see this applied..
  26. 26. First Draft: Ideas written down Sir: I regret to inform you that I will not be able to join the college on 24th. I could not get train reversation because of rush that happens after Dussehra in the Howrah-Delhi rout. Please grant me leave for 24th. I would join the college on 25th of October.
  27. 27. Second Draft: Spelling Revision Sir: This is to inform you that I I will not be able to join the college on 24th. I could not get train reservation because of rush that happens after Dussehra in the Howrah-Delhi route. Please grant me leave for 24th. I would join the college on 25th of October.
  28. 28. Third Draft: Correcting the Tone Sir: This is to inform you that I would be able to join the college on 25th. Due to the post-Dussehra rush, I could not get a return ticket for 24th. The same reason has driven up the flight-fares beyond my affordable range. I understand that the team will face inconvenience. I deeply regret the situation. I will be available on phone for any coordination of my duties. Please consider the emergency nature of the situation, and grant me a leave extension for one day.
  29. 29. Third Draft: Correcting the Tone Sir: This is to inform you that I would be able to join the college on 25th. Due to the post-Dussehra rush, I could not get a return ticket for 24th. The same reason has driven up the flight-fares beyond my affordable range. I understand that the team will face inconvenience. I deeply regret the situation. I will be available on phone for any coordination of my duties. Please consider the emergency nature of the situation, and grant me a leave extension for one day. Give Valid Reasons Show consideration. Offer to help. Highlight Emergency

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