COURTESY

CLARITY
CONCINESS
CONCRETENESS
CORRECTNESS
CONSIDERATION
COMPLETENESS
 COURTESY
Expressing perfunctorily, a sincere & genuine expression that
stems out of respect and care for others
Expects the speaker/writer to be aware of the
listener's/reader’s feelings.
Essential for harmonious understanding.
TIPS (to achieve courtesy in Communication)
• Be sincere.
• Avoid anger or extreme rapture.
• Refrain from preaching. Apologize sincerely for any omissions.
• Use positive words & avoid negative.
• Avoid all discriminating words.
• EMPATHY in horizontal, BRIEF, COMPLETE & RESPECTFUL in
upward (avoid fawning) and BRIEF, CLEAR & COURTEOUS in
downward communication
 COURTESY: EXAMPLES

INCORRECT STYLE CORRECT STYLE

o“Please sign here” (impolite) o“Sir/Ma’am, would you

please sign here?”

o“You fail to confirm the o“If you had confirmed your

appointment with us” appointment with us, we
(negative) certainly would have reserved
a seat for you.”

o‘Look at the INDIAN o“The manager at the counter

manager! Doesn’t even realize seems angry. Is he upset?
that he is in a foreign country!
Why does he speaks so
loudly?’ (stereotyping)
 CLARITY
Expressing through SIMPLE, PRECISE, FAMILIAR, RIGHT
WORDS and SHORT SENTENCES succeeds well.
Clarity usually depends upon PITHY of the expression, i.e.,
the concise one and full of meaning.
Clarity of thought comes from a careful consideration of the
OBJECTIVE, CONTENT & MEDIUM of communication.
Writer/speaker must know what kind of words the receiver
will accept.
EXAMPLE:
oincorrect: “I am sorry I cannot grant you the request unless you
submit the statement for payment” (which payment?)
correct: “I am willing to consider your request provided you submit
the invoice first.
 CLARITY: DO’s & DON’T’s

DO’s DON’Ts
oUse simple, easy to understand oAvoid use of camouflaged
words. words.

oUse single word for long oAvoid use of passive voice.

phrases.

oAvoid redundant words. oAvoid use of clichés/rubber

stamp words.
oUse concrete expressions that
have a visual impact on the mind oAvoid use of unfamiliar
and will be easy to remember. words.

oAvoid jargon, for it makes oAvoid long, convoluted,

expression tedious & obscure. bureaucratic style of writing.
 CONCISENESS
Conciseness is a prerequisite to effective business
communication.
Since time is money in business, a long message is a time
robber and business people reject such message in no time.
Achieved by eliminating all redundant words.
Relevant words & phrases are the soul of business
communication.
EXAMPLE:
oQ: “When will you submit the report?”
A1: “Within the course of next week.” (Are you being clear?
Definite?)
A2: “I’ll definitely try to submit by Wednesday.” (full of vividness &
conciseness)
 CONCISENESS: Essentials

oOnly relevant facts.

oNo repetition.

oNo verbosity.

oProper organization of the message.

 CONCRETENESS
Concrete words provides CLARITY & CONCISENESS.
FIGURES, FACTS; NAMES, EXAMPLES & VIVID NOUNS
add a special touch to the expression.
Concreteness means opposite to ABSTRACT or VAGUE.
Business communication needs to be PRECISE & FACTUAL.
EXAMPLE:
o“I will send the goods to the upper floor by noon.” (But how?)
“The goods will be sent by the conveyor belt to the upper floor.”

o“The new manager seems pretty good in his work. Has an

impressive track record.” (Exactly how impressive?)
“Mr. ABC, the new manager, has been associated with the WORLD
BANK and GOI for the rehabilitation of the earthquake affected
victims.”
 CORRECTNESS
Correct use of grammar, message composition and
appropriate words and adapting the right level of
communication to suit the receiver’s level determine the
correctness of communication.
Adapting the right tone for conveying is the key to
effectiveness.
 Giving correct facts.
 At an appropriate time.
 In a suitable style.
EXAMPLE:
o“I want to use you”, said the manager to the secretary.
“What do you mean?” said the secretary. “Mind your words.”

The person immediately corrected himself and said

“No, no, what I mean is that I want to use your services.”
 CONSIDERATION
Consideration implies that the sender gives due importance
to the receiver.
“YOU-ATTITUDE Approach” – consideration provides a
thoughtful approach to the communication.
The sender composes the message keeping in mind various
factors like PRICE, DELIVERY DATE, SPECIFICATIONS,
and other benefits from the receiver’s side.
EXAMPLE:
o“We are delighted to inform that we have extended shopping time
by 2twohours.” (Why use ‘we’ so many times? Is it more important
than ‘you’?)

“So that you will be able to shop freely, we have extended the
shopping timing by two hours.”
 COMPLETENESS
Concern regarding how the matter has been put across to the
receiver of the message.
The substance and the style of the message must go hand in
hand, apart from providing all necessary information,
including something extra.

EXAMPLE:
o“I sent you a letter hoping that I would receive a reply by the end
of this week. I still have not.” (Which letter? What was it about?
When was it dated?)
“I sent you a letter dated on 2 June, about additional information
of the shirt samples that you had sent for approval. I have still not
received any reply from you. We are finalizing our order plan. If you
send us the information, we will be able to consider your request for
placing an order with you.”
The power of seven deadly C’s cannot
be underestimated as they collectively
form the base of any effective
communication.. It is a power packed
approach that lends credence to
BUSINESS COMMUNICATION