THE 7CS OF EFFECTIVE

COMMUNICATION
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness.

Completeness
Example-1
Hi everyone,
I just wanted to send
you all a reminder
about the meeting
we're having
tomorrow!
See you then,
Chris

Example-2
Hi everyone,
I just wanted to remind
you about tomorrow's
meeting on the new
telecommuting policies.
The meeting will be at
10:00 a.m. in the secondlevel conference room.
Please let me know if you
can't attend.
See you then,
Chris

COMPLETENESS
`

It should convey all facts required by the audience.

The sender must take into consideration the receivers mind
set and convey the message accordingly.
It enhances the reputation of the organization.
It leaves no question in the minds of the receiver.
It helps in better decision making as it serves all the desired
and crucial information.

 Tips:
Provide all necessary information.
To make your message complete
answer the five Ws.
Who?
What?
When?
Where?
Why?

CONCISENESS
It means communicating in least possible words.
It provides short and essential message in limited words.
It is more appealing and comprehensive to the audience.
Concise messages are non repetitive in nature.

 Eliminate wordy expressions

Wordy

Concise
At this time
Due to the fact that
In close proximity to
Tips:
Include only relevant material
Avoid unnecessary repetition
Organize your message well

Now
Because
nearby

CONSIDERATION
It takes audience into consideration by knowing their
viewpoints, back ground, mindset, educational level, etc.
It implies stepping into the shoes of others.
It ensures that the self respect of the audience is
maintained and their emotions are not harmed.
Tips:
Focus on you instead of I or we
Show audience benefit.
Emphasize positive & pleasant facts.

Use you-attitude instead of

I

CLARITY
Emphasizing on a specific goal or objective at a time, rather
than trying to move away from track.
It helps to understand the message easily.
Clarity of thoughts and ideas enhances the meaning of
message.
Tips:
Always choose familiar and easy words.
Construct effective sentences.

Avoid pompous words and use

simple words
Pompous Words
Words
demonstrate
utilise
compensate
terminate

Simple
show
use
pay
end

CONCRETENESS
It implies being particular and clear rather being fuzzy and
general.
It shows good level of confidence.
It helps to strengthen the reputation of the organization.
Concrete information cannot be misinterpreted.
Tips:
Use specific facts & figures.
Choose vivid, Image-Building words.

Avoid vague statements and use

concrete

Vague statements
Goods are soon
Being dispatched

You would earn a

High rate of interest
There has been a
considerable rise in the
sales.

Concrete statements
Goods will be
dispatched on 2nd
July.
you would earn
9% interest.
The sales figures
have risen by
15% in one year."

COURTESY
It means being polite, kind, judicious, enthusiastic and
convincing.
It reflects the nature and character of the sender of the
message.
It is the same as give respect and then expect the same.
Tips:
Use expressions that show respect for others.
Be sincerely tactful, thoughtful & appreciative.

CORRECTNESS
It implies that the correct information is conveyed through
message.
Free from grammatical errors and use of appropriate and
correct language.
Tips:
Use Right level of language.
Use correct grammar, spelling, punctuation, and accurate
facts and figures in the message.

Correctness
Hi Daniel,
Thanks so much for meeting me at
lunch today! I enjoyed our conservation,
and I'm looking forward to moving
ahead on our project. I'm sure that the
two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Regards,
Jack Miller

Correctness
Hi Daniel,
Thanks so much for meeting me at
lunch today! I enjoyed our conservation,
and I'm looking forward to moving
ahead on our project. I'm sure that the
two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Regards,
Jack Miller

Communication Barriers
The term barrier
means hurdle,
hindrance or
obstacle.
Barrier to
communication
refers to any
obstacle which
comes in the way of
flow of information
between the sender
& the receiver.

Types of Communication
Barriers
PHYSICAL BARRIERS
SEMANTIC BARRIERS
SOCIO-PSYCHOLOGICAL BARRIERS
ORGANIZATIONAL BARRIERS
INTERPERSONAL BARRIERS

PHYSICAL BARRIERS
NOISE
TIME & DISTANCE
MECHANICAL BREAKDOWN
NETWORK FACILITY
INFORMATION OVERLOAD

SEMANTIC BARRIERS
DIFFERENT LANGUAGE
JARGON
FAULTY TRANSLATION
WORDS WITH DIFFERENT MEANINGS
DENOTATIONS & CONNOTATIONS

SOCIO-PSYCHOLOGICAL
BARRIERS
DIFFERENCE IN PERCEPTION
INATTENTION
DIFFERENCE IN ATTITUDE
EMOTIONS
CULTURAL DIFFERENCES

ORGANIZATIONAL BARRIERS
LACK OF COMMUNICATION POLICY
AUTHORITARIAN ATTITUDE OF MANAGEMENT
ORGANIZATIONAL FACILITIES
STATUS DIFFERENCES
COMPLEX ORGANIZATION STRUCTURE
RULES & REGULATIONS

INTERPERSONAL BARRIERS
ATTITUDE OF SUPERIORS
LACK OF CONFIDENCE IN
SUBORDINATE
ATTITUDE OF SUBORDINATES

GATEWAYS TO EFFECTIVE
COMMUNICATION

Clarity in idea
Use of appropriate language
Use of appropriate medium
Feedback
Good listening
Two way communication
Mutual trust
Timely message
Avoid premature evaluation
Follow 7 Cs of effective communication

Cross cultural
communication
Cross-cultural
communication is a
field of study that looks
at how people from
differing cultural
backgrounds
communicate, in similar
and different ways
among themselves ,
and how they endeavor
to communicate across
cultures.

The sum total of learned

beliefs,values,and
customs that serve to
direct the consumer
behavior of members of
a particular society.

Characteristics of culture
Culture is learnt:
Culture is not inborn. It is learnt. Culture is often
called "learned ways of behaviour". shaking
hands, saying thanks' or 'namaskar', dressing etc.
are cultural behaviour.
Culture is transmissive:
Culture is transmissive as it is transmitted from
one generation to another. Language is the main
vehicle of culture.

 Culture is shared:
Culture in sociological sense is shared. For
example, customs, traditions, beliefs, ideas,
values, morale etc. are all shared by people of a
group or society.
Culture is social:
Culture does not exist in isolation. It is a product
of society. It develops through social interaction.
No man can acquire culture without association
with others.

 Culture is dynamic:
No culture ever remains constant or
changeless. It is subject to slow but
constant change. Culture is
responsive to the changing
conditions of the physical world.
Hence culture is dynamic.

Dimensions of Culture
High Context vs. Low context culture
Individualism vs. Collectivism

High Context vs. Low context

culture
High Context:
These are the culture in which the
context of the situation takes prime
importance while interpreting or
deriving meaning. Communication in
such contexts have multiple
meanings and need to be interpreted
by reading the situation and the non
verbal clues as well.

High Context vs. Low context

culture
Low Context:
In low context cultures people tend
to be more deal oriented i.e. people
meet to accomplish objectives and
adopt
a
direct
focused
communicative style. In such cultures
word mean exactly what people say.
German, Swiss, North American
cultures are low context.

Individualism vs.
Collectivism
Individualism:
In individualistic cultures the individual is
extremely important and individual
decisions prevail over group decisions.
Individuals in this culture take
responsibilities of their actions from a very
young age.
An American youth between 16-18 years
feels independent enough to start out on
his own by taking his own decisions.

Individualism vs.
Collectivism
Collectivism:
In collectivist cultures group decisions
override individualistic decisions.
collectivist cultures stress on
cooperation, conflict avoidance, loyalty
and relationships gain over tasks.
Marriage decision in most parts of India
is more of a collective decision taken
by the family.

Cross-Cultural Case
Study
Monsooned

 Rebecca works with United Technologies, a Chicago based

company. She is talking on the phone to Abhinav, the
manager of one of United Technologies vendors for
customer service outsourcing.
Rebecca: We really need to get all of the customer service
representatives trained on our new process in the next two weeks.
Can you get this done?
Abhinav: That timeline is pretty aggressive. Do you think its
possible?
Rebecca: I think it will require some creativity and hard work, but I
think we can get it done with two or three days to spare
Abhinav: Ok.
Rebecca: Now that our business is settled, how is everything else?
Abhinav: Alls well, although the heavy monsoons this year are
causing a lot of delays getting around the city.

Two weeks later

Abhinav: Weve pulled all of our resources and Im happy to

say that 60% of the customer service representatives are now
trained in the new process. The remaining 40% will complete
the training in the next two weeks.
Rebecca: Only 60%? I thought we agreed that they all would be
trained by now!
Abhinav: Yes . The monsoon is now over so the rest of the
training should go quickly.
Rebecca: This training is critical to our results. Please get it
done as soon as possible.
Abhinav: I am certain that it will be done in the next two
weeks.

CASE 2
CROSS CULTURAL
COMMUNICATION

 Mr. Jones: It looks like were going to have to keep

the production line running on Saturday. Mr. Wu: I
see.
Mr. Jones: Can you come in on Saturday?
Mr. Wu: Yes. I think so. (with a hesitative tone )
Mr. Jones: Thatll be a great help.
Mr. Wu: Yes. Saturdays a special day, did you
know?
Mr. Jones: How do you mean? Mr. Wu: Its my sons
birthday.
Mr. Jones: How nice! I hope you all enjoy it very
much.
Mr. Wu: Thank you. I appreciate your
understanding.

Need for Crosscultural

Communication
Success of any
International business
Allows workers from
different cultures to
work together as a
group.
Worldwide marketing
campaign.
An increase in
international
Business.

Examples for Cultural

differences
In America, people
shake hands ,and
even hug each
other. But in India
we just join hands
to say namaskar.

Examples for Cultural

differences
Arabic language is
written from right
to left and almost
all other languages
are written from
left to right

Examples for Cultural

differences
The thumbs up sign in
America and most of Europe
means that something is
good, or that you approve.
This sign is considered rude
in many Asian and Islamic
countries.
Raising your hand up means
stop in America or England.
In some Asian countries this
gesture is used when asking
for permission to speak.

Examples for Cultural

differences
-North Americans
view direct eye
contact as a sign of
honesty
-Asians view
direct eye contact
as a form of
disrespect

Globalization and crosscultural communication

With increasing globalization
interaction between people from
different societies and cultures has
become unavoidable.
People travel as tourists, stay in
foreign country for business, higher
studies and employment.

Impact of Cross Cultural

Communication
The New Global Mantra: Go Local
The representatives of TATA Consultancy
services (TCS) in Latin America converse
in Spanish and Portuguese.
The Executives of Mahindra & Mahindra
(M&M) working in China undergo
training in Chinese language, culture &
social Customs.

Cultural sensitivity
Awareness about the clients cultural
Sensitivities often result in a positive
advantage.
Executives seeking global business
often join formal classes to get a feel
for local cultures.

Meetings & Social Visits

At formal meetings and social gatherings
two persons or group from different
culture might behave according to their
own culture.
For example in English one may say
pleased to meet you or how do you
do.
In Japanese one says hajimemashite (it
is begining)

Continued....
Japanese executives first exchange
business cards instead of verbally
introducing themselves.
American usually approach
receptionist and verbally announce
their arrival.

Group Behaviour
Cultural differences are also noticeable
in the way people in groups act when
they are joined by a new person.
In America, when a new person joins a
group they drop the ongoing discussion.
Japanese follow the practice of
continuing with the ongoing discussion.