Conciseness Courtesy Clarity Completeness Consideration Concreteness

Conciseness Courtesy Clarity Completeness Consideration Concreteness Correctness Seven C’s of Effective Communication

Objectives Describe the Components of Communication Process Explain What makes Communication Ineffective Explain the Seven C’s of Effective Communication Explain How to Communicate by Showing Consideration Explain the Use of NATO Phonetic Alphabet for Clarity Explain Role of Tone in Appearing Courteous Explain the Use of Vocabulary for Correctness Explain the Strategies to Apply Seven C’s of Communication List the Characteristics of a Good Communicator List the Tips for Effective Communication

Introduction Recently, Ubersoft bagged a large project for developing the Customer Relationship Management (CRM) software for an esteemed bank, Goldmann Bank. Liam and his team are going to work on the ‘Goldmann CRM’ Project, as it was named.

Introduction The schedule for the project was very tight and all the team members including Liam were required to work extra hours. As per Ubersoft’s Company Policy, each employee had the flexibility to put in extra hours either from office or from home.

Introduction Hence, an employee working extra hours from home could access the company servers by logging into the Company’s Virtual Private Network (VPN) from his home. Liam submitted the initial design document to the client for their review.

Introduction Liam waited for the client’s call over the entire weekend but he did not receive any call from them. He also checked his mail but did not see any mail from the client.

Introduction In fact, the client had tried calling Liam several times over the weekend and was frustrated that Liam had not given his mobile number correctly to him. Liam lost face in front of the client and also valuable time was wasted as the design document was not finalized over the weekend.

Introduction Hence, you can understand the criticality of effective communication. All this confusion could have been avoided, if Liam had shared his mobile number and then cross checked with the client to see if the client had noted it down correctly.

Introduction Also, Liam could have emailed the mobile number to the client rather than dictating it, for more clarity and accuracy of the message.

Introduction Hence, you can understand that effective communication involves many factors that have to be considered to make it effective such as the ‘Seven C’s of Effective Communication’. Let us learn about ‘Sev en C’s of Effective Communicatio n’ in detail.

Components of Communication Process Message Sender Decoding Encoding Receiver Media Feedback Response The main components of communication process are as follows: Context Sender / Encoder Message Medium Recipient / Decoder Feedback

What makes Communication Ineffective? It is important that before learning to communicate effectively, you should understand the key barriers of communication . These barriers make communication ineffective and are as follows: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Seven C’s of Effective Communication There are 7 C’s of effective communication which are applicable to both written as well as oral communication. Awareness of the 7 C’s of communication makes you an effective communicator. The 7 C’s of effective communication are as follows: Conciseness Courtesy Clarity Completeness Consideration Let us look at each in detail. Concreteness Correctness

Courtesy ‘Courtesy’ in a message implies the message should show the sender’s expression as well as should respect the receiver. The sender of the message should be sincerely polite, judicious, reflective and enthusiastic.

Common Courtesy Expressions Some of the common courtesy statements that you can use are: Let me help you with that. I beg your pardon. Could I please come in? This way please. May I help you? Take Care! Goodbye Have a good day! How do you do? How are you? Good Morning

Strategies to Apply Seven C’s of Communication Emotions should be managed in a conversation. If you are getting angry, you have to calm yourself by: Speaking to the person as if the other person is not angry Avoid the use of the word "you" this avoids blaming. Nod your head to assure the other person that you heard him. Maintain eye contact with him. Move the discussion to a private area, if possible.

Tips to Improve Workplace Communication An individual may be extremely hard working and an intelligent worker, but to taste success in the fierce competitive world, the person has to be a good and impressive communicator. In organizations, you will not get too many chances to win the confidence of your boss and fellow workers.

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