Beruflich Dokumente
Kultur Dokumente
Introduction
The word “Communication is derived from the Latin word 'Communis' which means to make
common, to transmit to impart or to share between two or more persons or groups.”
Communication is the natural aspect of man's life. Communication is as old as human, human
being himself starts communicating from birth. When a baby cries it is communicating its need
for attention or milk, when it gurgles (happy) it is expressing its sense of satisfaction.
Man has always tried to share his thoughts, experiences and feelings with others. We achieve
our goals according to our ability to communicate effectively. Communication is the basis of all
Socio-economic, Political and Cultural activities. There can be no society without
communication.
Definitions of Communication
According to W.H. Newman and C.F. Sumer Jr. the definition of communication are
fofollow.
“Communication is an exchange of facts, ideas, opinions or emotions by two or more
persons.”
According to Keith Davis the definition of communication are follow:
“Communication is the process of passing information and understanding - from one
person to another.”
According to Peter Little the definition of communication are follow:
“Communication is the process by which information is transmitted between individuals
or organizations so that an understanding response results.”
1. COMPLETENESS: -
Completeness offers a variety of benefits. It helps in bringing out the desired results without
extra cost other number of messages. It also helps in building goodwill and a sense of concern
for other party as both the reader and sender may have different background, culture, point of
views, needs and experience.
For example: -
If a new member in your society wants to know about the place where the next meeting will be
held? So your reply should not only consist of the place where the meeting would be held it
should also consist of other information relevant to the meeting like at what time, where, when,
objective behind the meeting should be mentioned and an invitation to him in the end will make
the reader more eager to attend the meeting.
For example:-
Suppose you are working with multinational company who is engaging with engineering goods,
like A.C. Now let say one of your major customer wants some technical information regarding
“thermostat” (because he wants to convey the same to the end users). In this case you have to
provide him complete information in a short span of time.
If possible, provide him some extra information which he does not know, in this way you can
maintain a good business relation with him, otherwise he may switch to another company.
For Example:-
A manager of a hyper star replying to a dealer’s letter, but the manager answered only five out of
eight questions, because the original questions were without a number and somewhat covered in
six long paragraphs, the respondent apparently overlooked or disregarded four of them. The
reply, was incomplete and unfriendly, caused the distributor to lose the business and goodwill of
a potential customer.
You are most welcome to come in whenever we can assist you. Please consider this association
as your financial head-quarters for your savings and borrowing needs. Waiting eagerly to see you
in our premises
In a complete message, the audience has everything they need to be informed and, if applicable,
take action.
•Does your message include a "call to action", so that your audience clearly knows what you
want them to do?
•Have you included all relevant information – contact names, dates, times, locations, and soon?
Bad Example:
Hi everyone,
I just wanted to send you all a reminder about the meeting we're having tomorrow! See you
then,
Chris
2. CONCISENESS:
“Conciseness is saving what you have to say in fewest possible words without sacrificing the
other C qualities.”
“A characteristics of speech or prose composition in which a great deal is conveyed in just a few
words.”
Concise writing is generally free of repetition and needless details. Contrast with circumlocution
and verbosity. Vigorous writing is concise. Sentences should contain no unnecessary words, a paragraph
no unnecessary sentences, for the same reason that a drawing should have no unnecessary lines and a
machine no unnecessary parts. This requires not that the writer make all his sentences short, or that he
avoid all detail and treat his subjects only in outline, but that every word tell.
CATEGORIES OF CONCISENESS:
Use single word substitutes instead of phrases whenever possible without changing meanings.
Wordy: each and every
Concise: each
Wordy: in the event that
Concise: if
Omit longer sentences, unnecessary expressions.
Wordy: This is because there are fewer farmers at the present time.
Concise: This is because there are fewer farmers now.
Replace wordy conventional statements with concise versions.
Wordy: Smith College, which was founded in 1871, is the premier all-women's college in the
United States.
Concise: Founded in 1871, Smith College is the premier all-women's college in the United
States.
Avoid over using empty pphras.
Wordy: Citizens who knew what was going on voted him out of office.
Concise: Knowledgeable citizens voted him out of office.
Avoid saying the same thing twice. Redundant phrases are bad habits just waiting to take
control of your writing.
Use a shorter name after you have mentioned the long one once.
Use pronouns rather than repeat long names.
Cut out all needless repetition of phrases and sentences.
Wordy: Many uneducated citizens who have never attended school continue to vote for
better schools.
Concise: Many uneducated citizens who have never attended school continue to vote for
better schools.
Or
Concise: Many uneducated citizens continue to vote for better schools.
3. CONSIDERATION: -
Means preparing every message keeping the message receiver in mind; Being considerate means
you don’t lose your temper, you do not accuse or charge them without facts, in other sense
consideration covers other six C’s of effective communication
If A signs a contract to buy a car from B for $5,000, A's consideration is the $5,000, and B's consideration
is the car.
Additionally, if A signs a contract with B such that A will paint B's house for $500, A's consideration is the
service of painting B's house, and B's consideration is $500 paid to A.
Further, if A signs a contract with B such that A will not repaint his own house in any other color than
white, and B will pay A $500 per year to keep this deal up, there is also consideration. Although A did not
promise to affirmatively do anything, A did promise not to do something that he was allowed to do, and
so A did pass consideration. A's consideration to B is the forbearance in painting his own house in a color
other than white, and B's consideration to A is $500 per year.
Conversely, if A signs a contract to buy a car from B for $0, B's consideration is still the car, but A is giving
no consideration, and so there is no valid contract. However, if B still gives the title to the car to A, then B
cannot take the car back, since, while it may not be a valid contract, it is a valid gif.
Examples:
We-attitude: I am delighted to announce you that we will be extending our hours to make
shopping more convenient.
You-attitude: You will be able to shop in evenings with the extended hours.
If possible you must show how your receivers will benefit from whatever the message asks or
announces. Receiver will be more likely to react favorably and do what do you suggest if you
show that benefits are worth the effort and cost you are asking them.
You Attitude
“You will be able to shop in the evening with the extended hours.”
Even in conveying unfavorable message to your reader, you can plan it in a way the reader finds
some benefit in it.
WIIFM
“What's In It for Me?”
A sprite
A burger
Examples:
Situation 1:
Unpleasant: We don’t refund if the returned item is soiled or unsalable.
Pleasant: We refund when the returned item is clean and resalable.
Situation 2:
Unpleasant: When you travel on company expense, you will not receive approval for first
class fare.
Pleasant: When you travel on company expense, your approved fare is for tourist class
4. CONCRETENESS: -
Concreteness is an aspect of communication that means being specific, definite, and vivid rather
than vague and general. A concrete communication uses specific facts and figures.
For example:
The term female may appear in a personnel folder as a part of a job description, yet widely
connotations may occur when using terms wife, mother, spinster, widow, maiden, matron etc.
The following categories compose concrete, convincing messages.
• USE SPECIFIC FACTS AND FIGURES:-
Vague, General, Indefinite Concrete, Precise
Examples:
1. Eastern Europe is making progress in obtaining investment.
=In 1990 investments in Eastern Europe were about US 30 million today that figure has
increased by 12%.
2. She’s a brain.
=Her grade-point average in 1996 was 3.9 on a four point scale.
3. Student GMAT scores are higher.
=In 1996 the GMAT scores Higher.
Averaged 600; by 1117 they had risen to 610.
Vague: Please send us the following items by the end of this month.
Clear: The following items should reach us on or before 21 August.
Vague: She is a brain.
Clear: She secured 95% marks.
• PUT ACTION IN YOUR VERBS.
Examples:
Action Hiding in a "Quiet" Noun
1 The function of this office is the collection of payments and the compilation of statements.
2 Professor H. will give consideration to the report.
3 Students met in the office.
Action in the Verb:
1 This office collects payments and compiles statements.
2 Professor H- will consider the report.
3 Student's held the meeting in the office.
• CHOOSE VIVID, IMAGE-BUILDING WORDS:
Bland Image:
1. Proposals submitted this quarter were Uninteresting.
2. This is a long letter.
More Vivid Image:
=Too many simple sentences, too many simplistic ideas gave the impression of the writing of a
first-year student.
=This letter is three times as long as you said it would be.
MORE EXAMPLES:
Business writing uses less figurative language than does the world of fiction.
Sensory Appeal: It can appeal to one or more of the five senses…e.g.:
Bland: Secretary was tired after working before computer whole the day.
Vivid: The secretary’s face was wrinkled after working before computer the entire day.
Comparison: It can make an unclear idea clear…e.g.:
Bland: This is a long report.
Vivid: This letter is three times as long as you said it would be.
Bland: Student MCS scores are higher.
Vivid: In 1996 the MCS scores averaged 600; by 1997 they had risen to 610.
Figurative: It can make an idea vivid…e.g.:
Bland: Her work in group was exemplary.
Vivid: She was sparking plug of the group.
5. CLARITY: -
Getting the meaning from your head to the reader’s head accurately is the purpose of clarity. Of
course, you know it is not simple. We all carry around our own unique interpretations, ideas,
thinking, experiences associated with the words.
Clarity is achieved in part through a balance between precise words and familiar words. Defining
the above sentence, example, although it is appropriate to use technical terms and business
jargon's in professional institutions but they need to be avoided when communicating with a
person who is not acquainted with the terminology.
Examples:
Possibly unfamiliar: Assessed valuation; Familiar to the layperson: Property value for
tax purposes.
Possibly unfamiliar: Charge to your principal (banking); Familiar to the layperson:
Increase the balance of your loan.
Possibly unfamiliar: Buyouts; Familiar to the layperson: Purchase by other company.
Possibly unfamiliar: People plying on skywalk; Familiar to the layperson: People
moving on over bridge
a. Length:
Generally short sentences are preferred, the suggested average sentence length should be about
17-20 words, because longer sentence may cause lack of concentration in sentence.
b. Unity:
In a sentence whether it is simple, compound or complex the link i.e. the unity matters which
means to have one main idea traveling through the entire conversation. Every sentence or word
must be closely related to each other.
c. Coherence
Coherence in sentences means the words should be correctly placed or arranged so that ideas
clearly reflect the intended meaning.
Emphasis
• Little Emphasis: The order was received and the manager started preparing for it.
• Better Emphasis: As the letter was received, the manager started preparing for it.
• Little Emphasis: It’s better for you to do it.
• Better Emphasis: Your must do it.
Examples:
In business, almost everything starts and ends in courtesy. Courtesy means not only thinking
about receiver but also valuing his feelings. Much can be achieved by using polite words and
gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver. Courtesy
builds goodwill and strengthen relations.
In business, no one can afford to be impolite or discourteous. Discourteous people will elbow out
of business. We often confuse “business like” as though it means a curt approach. A business-like
person is an efficient person. Efficiency involves genuine and sincere courtesy. A business letter
should have tact, sincerity and politeness. It is not the mechanical use of “Thank you” “Please”
etc. that show courtesy. It should reflect an inner feeling tactfully without embarrassing the
recipient. A business letter should have the proper salutation. Do not hesitate to compliment or
congratulate the receiver if he deserves it.
Sometimes you have to deal with unpleasant messages. Always remember that by using tact and
being thoughtful you can convey anything, however unpleasant it may be, to your readers.
Blunt: We have believed that the extent of your current obligations makes you a bad credit risk.
Tactful: Our credit department believes that, because of your current obligations additional
credit might be difficult for you to handle at this titi.
Blunt: I rewrote letter three times then point was clear.
Tactful: I am sorry the point was not clear; here is another version.
I have compared the two sentences in each pair and see how the second sentence is more
courteous than the first one.
Courtesy also means avoiding gender bias in writing. “Man” for a long time meant men as well
as Women. Women resent the gender bias in words like man-power, man-made, best-man for the
job. There is an increasing use of the word chairperson for chairman. Instead of saying “Each
customer is expected to pay his bill”, say ‘all customers should
7.CORRECTNESS: -
The state or quality of being correct; as, the correctness of opinions or of manners, correctness of
taste, correctness in writing or speaking, the correctness of a text or copy.
There are different levels of languages which may be formal, informal, and substandard. Formal
writings are usually associated with the scholarly writing, legal documents, and other documents
where formality is the style in demand.
Examples:
Other factor is the inclusion of words that don’t confuse for example the following will help in
clearing this topic.
Example 1: Accept-Except: Here accept means to receive and except means to omit.
Example 2: Biannually-Biennially: Biannually means 2 times a year and biennially mean every
2 years.
https://www.toolshero.com/communication-skills/7cs-of-effective-communication/
https://www.assignmentace.co.uk/media-and-communication/
https://businessjargons.com/7-cs-communication.html