cs -lecture_4
TRANSCRIPT
Communication SkillsSession : 4
Conditions for Effective Communication
What is Effective Communication?
• The message is properly understood by the receiver
• The purpose of the sender is fully
achieved• The sender and receiver of the message
remain linked through feedback
Five Rules of Communication Keith Davis Approach
Receive
Understand
AcceptUse
Give Feedback
Sender
Ten Commandments – AMA Approach
• Clarify idea before communication• Purpose – Why?• Understand Physical & Human Environment of
Communication• Consult Others in Planning Communication• Prepare – Contents & Overtones• Understand the Value • Follow – Up Action• Understand Importance• Action / Communication Congruency• Good Listening
Seven Cs of Communication – Francis J Bergin’s Approach
Candidness or Consideration
Completeness
Conciseness
Correctness
Concreteness
Courtesy
Clarity
Focus on “You”, not “I” or “We”
Use Familiar & Accurate Words
Provide All Necessary Information
Avoid Wordy Expression & Repetition
Use the Right Lovely Words
Avoid Using Vague Words
Be Thoughtful, Tactful & Appreciative
Seven Cs of Communication – An Illustration
Candidness
“I am delighted to announce that we will be extending hours to enable the students to clarify their problems with the help of faculty members present in extra hours“
“You will be able to clarify your problems with the help of your teachers in extended teaching hours“
Seven Cs of Communication – An Illustration
Candidness
“You failed to enclose your cheque of fees with envelope“
“The cheque was not enclosed“
“The envelope we received did not have a cheque in it“
You Attitude – An Exercise
“I have negotiated an agreement with Apex Rent-a-car that gives you a discount on rental cars“
“As an employee of this organization you can now………….. “
“We provide health Insurance to all employees “
“You receive health insurance as a full time P&G employee“
“You made no allowance for inflation in your estimate“
“No allowance for inflation has……… ““The estimate makes no allowance……..”
You Attitude – An Exercise
“We have failed to finish taking Inventory“
“We haven't finished taking inventory““We will be finished taking Inventory by Friday”
“We will not allow you to charge more than $1500 on your Visa card“
“You may charge up to……………………………
“A one year Subscription to the magazine costs $49.97. this rate is not as low as some of the other magazines“
“A one year Subscription to the magazine costs $49.97“
Seven Cs of Communication – An Illustration
Clarity
Seven Cs of Communication – An Illustration
Completeness
“I keep six honest serving-men(They taught me all I knew);
Their names are What and Why
and When And How and
Where and Who”
Rudyard Kipling
Seven Cs of Communication – An Illustration
Conciseness
Seven Cs of Communication – An Illustration
Correctness'
Seven Cs of Communication – An Illustration
Concreteness
Student GMAT Scores are higher
Concreteness – An Illustration
In 2008, the GMAT Scores were averaged ….. In 2009, they had risen by
Indian economy has grown since before
India is the 4th largest economy of the world after US, China and Japan
Use more active voice
Put an action in verbs, not in nouns
Concreteness – An Illustration
The function of this office is the collection of payments and the compilation of statements
This office collects ……….
Forceful, sensory appeal, comparisons, well chosen adjectives
Choose vivid image building words
Seven Cs of Communication – An Illustration
Courtesy
Four S’ of Communication – Francis J Bergin’s Approach
Shortness
Strength
Sincerity
Simplicity
Increases Readability
Reveals clarity of thought
Convinces
Appeals
KISS Principal of Communication – Keep it Short & Sweet