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Managerial Communication

Y N Kaushal

Enablers India

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Seven Cs of Effective Communication

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7 Cs

1. Completeness2. Conciseness3. Consideration4. Concreteness5. Clarity6. Courtesy7. Correctness

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Get Those Damn Documents ……… FAST!

It is 9 Am Your boss wants you to send your junior colleague Albert to the court and bring some ultra

sensitive documents from your lawyer. Your boss wants these documents immediately as he has to discuss these documents with the CEO today about 4 hours from now.

Your boss does not want that these documents should be seen by anyone. Your boss tried to contact the lawyer but failed. There is a communication breakdown in the city.You know that the lawyer leaves for court at 9:45 am from his residence. The desired

documents maybe at lawyer’s residence or in his chamber in the court.You are not sure whether Albert has visited lawyer at his residence although he has been to his

chamber in the high court. A car is ready now for Albert to collect these documents. If these papers do not reach your boss

by next 3 hours, he cannot have his meeting with the CEO, who will be terribly annoyed with your boss.

Your boss would like to be briefed with the success of your mission from after 2 hours from now.Albert is standing before you for instructions. Please issue necessary instructions for Albert.

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Questions for the observers

1. Did Instructor assume things while giving instructions.2. Was Instructor tense?3. Did Instructor hurry through instructions?4. Did Instructor check whether Albert understood his task?5. Did Instructor tell Albert anything about lawyer’s residential

address? Did he help him familiarize him with the location?6. Did Instructor share gravity and importance of the situation with

Albert?7. Did Instructor give choice to Albert for getting in touch with at 11

AM?8. Did Instructor share anything about confidentiality and importance

of the documents? Rate the effectiveness of Instructions on the following scale

0________________________________________10

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Completeness Provide all necessary information Answer all questions asked. Give something extra when

desirable. Check for five Ws & one H Who, What, When, Where, Why and

How

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I keep six honest serving men,

They taught me all I know;

Their names are What and Why and When,

And How and Where and Who.

from a poem by Rudyard Kipling

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Seven Friends. What Where When Why Who Which How

Also the reverse questions What ---- What not Where ---- Where

not When---- When not Why ---- Why not Who ---- Who not Which ---- Which not How ---- How not

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Exercise The owner of a mutual fund stock wrote to

the investment department of your bank, that he wanted to sell his shares. He asked, ”Just how does your bank want me to authorize this sale?”

How would you reply to this query keeping the five Ws and one H guideline in mind?

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Exercise You are the president of an industry association

and have received the following inquiry from an out of town member, “I think I would like to attend my first meeting of the association, even though I am not acquainted with your city. Will you please tell me where the next meeting is being held?

How would you reply to this letter keeping in mind Completeness of the message?

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Exercise on Completeness Message Receiver- either listener or reader, desires

complete information to his question. e.g. suppose you are working with multinational company who

is engaging with engineering goods , like A.C. Now let us 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 an other company.

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Conclusion of completeness

At the end we can say that, you must provide him:-

All necessary information as requested by him.

Answers to his all questions carefully Provide some more information,

which he is not requiring, just to maintain good relations.

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Conciseness Eliminate wordy expressions Include only relevant material/

statements be focused, prune & avoid long explanations avoid gushing politemess

3. Avoid unnecessary repetitions use short forms the second time use pronouns

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Rewrite the following sentences making them more concise. In regard to the new rating system that will be going into

effect, there are two points that must be clarified in order to ensure that we can be as selective as possible.

We are unable to fill your order due to the fact that there has been a dock strike.

I am writing in response to some questions that have arisen with respect to the recent announcement that there will be an increase in the charge for the use of the copiers.

I am enclosing herein my report for the month of December.

The following statistics serve to support my personal opinion with reference to pension planning.

The data conclusively show that Cerial 206 is a more superior product.

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Rewrite the following sentences making them more concise.

Every administrator seems inclined to agree with the concept that time is money.

It was the first time in my life that I attended a conference on sharing cost.

We are in receipt of your cheque in the amount of Rs 4,500.

A few of the participants left the room early before the chairperson adjourned the meeting.

In Bangalore, he had at least six different jobs.

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Exercise Find single word substitutes for the phrases

Along the same lines At this time Consensus of opinion Date of policy Due to the fact that During the time of the day During the year of Few and far between For a price of

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For the reason of that From the point of view of Have need of In accordance with your request In due course Allow me to say In reply , I wish to say Please be advised Please find attached

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Exercise Rewrite the following by omitting articles,

trite expressions, rambling sentences and repetitions:

At this time I am writing to you to enclose the post paid appointment card for the purpose of arranging a convenient time when we might get-together for a personal interview.

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Exercise

We hereby wish to let you know that we fully appreciate the confidence you have reposed in us.

 

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Exercise Will you ship us sometime, any time

during the month of October, or even November if you are rushed, for November will suit us just as well, in fact a little bit better, 300 of the regular three and a half inch blue arm bands with white sewn letter in the middle.

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Consideration Focus on “You” instead of “I” and

“We”. Show audience benefit or interest in

the receiver. Emphasize positive, pleasant facts. Apply integrity & ethics.

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Write with a ‘you‘ attitude, it shows consideration

I want to send my congratulations for ---

We will ship soon the goods against your May 4 order.

We pay eight percent interest on Fixed Deposits.

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Write with a ‘you‘ attitude, it shows consideration (contd)

May I take this opportunity to express my thanks for the account you recently opened with our store. We are pleased to furnish a wide variety of products for the home of the individual customer. We want you to take full advantage of the store services, for we have the largest store in the city. Also we make deliveries for our customer free of charge within a 30 Km radius of our store.We welcome you to Ebony. If we can be of additional help please let us know .

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Avoid negative – unpleasant words to show consideration

It is impossible to open an account for you today.

We don’t refund if the returned item is soiled and unusable.

When you travel on company expense, you will not receive approval for first class fare.  

To avoid further delay and inconvenience, we are sending this report by express mail.

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Show reader benefit or interest in the reader

in the letter from an insurance company to policy holders.

Because we have not written to you in sometime, please help us bring our record up-to-date by filling and returning the other half of the card.

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Concreteness Use specific facts and figures. Put action in your verbs. Choose vivid, image building words. Use more adjectives and adverbs

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Please draw this animal. The body is stout, with arched back; the limbs

are short and stout, armed with strong, blunt claws; the ears long; the tail thick at the base and tapering gradually. The elongated head is set on a short thick neck, and and at the extremity of the snout is a disc in which the nostrils open. The mouth is small and tubular, furnished with a long extensile tongue. A large individual measured 6 ft.’ 8 in. In color, it is pale sandy or yellow, the hair being scanty and allowing the skin to show.

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Aardvark

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Exercise: Rewrite the following in concrete form as the sentences are too general and vague.

This computer reproduces campaign letters fast

Our product has won several prizes. These brakes stop a car within a

short distance.

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Exercise Put action into the words by using active instead of passive voice.

Tests were made by us A full report will be sent to you by

the supervisor. The contract had a requirement …. Mr. Singh will give consideration to

the report ….

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Exercise: Use vivid image building words – adjectives and adverbs, and use less of abstract nouns

The camera has a system that gives good pictures.

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Clarity Choose precise, concrete and

familiar words. Construct effective sentences and

paragraphs Achieve appropriate readability by

using formal & informal language Include examples, illustrations &

visual aids

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Accuracy is purpose of clarity In effective business communication the

message should be very much clear. So that reader can understand it easily.

You should always choose precise words. Always choose familiar and easy words. If you have a choice between long words

and shorter ones, always use shorter one. Construct effective sentences and

paragraphs.

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In business communication always use shorter sentences rather than longer ones.

You should try your level best to use familiar/easy to understand words so that your reader will quickly understand it.

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Familiar Less familiar words1-after subsequent2-home domicile3-for example e.g.4-pay remuneration5-invoice statement for payments

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Use simple words

Circa(L)SubsequentPromulgateInadvertencee.g..(L) DomicileRemuneration

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Choose a conversational style

After perusal of pertinent data the conclusion is that a lucrative market exists for the subject property.

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General guidelines Headings:8-10 words Sentence length:15-20 words Paragraphs:40-70 words Soft words vs hard words

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Courtesy Be sincerely tactful, thoughtful and

appreciative. Use expressions that show respect. Omit expressions that hurt, irritate,

or insult Grant apologies graciously Choose nondiscriminatory

expressions.

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Airhostess PPT

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Exercise Show courtesy by avoiding tactless & blunt language.

Your letter is not clear at all. Obviously, if you would read your policy carefully

you will be able to answer these questions yourself.

Apparently you already forgotten what I wrote you two weeks ago.

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Exercise Use gender friendly substitutes

Mankind The best man for the job Manmade Manpower Businessman Sales man Chairman

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Exercise Use gender friendly substitutes

You guys should all be concerned about the issue.

Each manger has an assigned place – he should park his car….

Each customer will have change noted on his bill

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Exercise SEMANTIC FACTORS IN WRITING

Meeting room---- Dog----- Gay----- Women’s libber----- Fair wages---- Cheap---- Speed--- Scholar--- Fat check--- Worm---

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CorrectnessAt the core of correctness is proper grammar,

punctuation and spelling. However, message must be perfect grammatically

and mechanically but still insult or lose a customer. The term correctness, as applied to business messages also mean three characteristics:

Use the right level of language. Check accuracy of figures, facts, and

words. Maintain acceptable writing mechanics.

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Use the right Level of Language

Three levels1. Formal2. Informal 3. Substandard

Take a quick guess: what kind of communication is associated with each level? What is the style of each?

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Formal and Informal Words Formal writing is often associated with scholarly

writing: doctoral dissertations, scholarly, legal documents, top-level government agreements and other material where formality is demanded.

Informal writing is more characteristic of business writing. Here you use words that are short, well-known and conversational as in this comparison list:

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Formal and Informal Words

More Formal less formal Participate Join Endeavor try Ascertain find out Utilize use Interrogate question

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Substandard LanguageAvoid substandard language. Using correct words,

incorrect grammar, faulty pronunciation all suggest as inability to use good English. Some examples follow:

Substandard More Acceptable Ain’t isn’t,aren’t Can’t hardly can hardly Aim to proving aim to prove Desirous to desirous of Stoled stolen

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Accuracy of Facts and Figures Check Accuracy of Facts, Figures and words It is impossible to convey meaning precisely, through words, from

the head of the sender to a receiver. Our goal is to be as precise as possible, which means checking and double-checking and double-checking to ensure that the figures, facts and words you use are correct.

“A good check of your data is to have another person read and comment on the validity of the material”

Figures and facts Verify your statistical data Double-check your totals Avoid guessing at laws that have an impact on you, the sender

and your message receiver. Have someone else read your message if the topic involves data. Determine whether a “fact” has changed over time.

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How much did Bharat Bandh on July 5, 2010 cost the economy?

Dr. R K Pachauri

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Proper Use of Confusing Words ! Our Language (Any) is constantly changing. In fact,even

dictionaries can not keep up with rapid change in our language. the following words often confusing in usage:

A, An use a before consonants and consonants sounds or a long ” u” sound. Use an before vowels.

Accept, except accept is a verb and means to receive. except is a verb or a preposition and relates to omitting or leaving out.

Anxious, eager Anxious implies worry, eager conveys keen desire

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Group Exercise Write a circular inviting everyone in FORE School

to Independence Day function. Form a group of seven persons each. Sit in a

circle. Pass your paper to the person on your right. First round – Comment on Completeness of the

message. Grade out of 10 marks (Time: 1 Minute.)

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Pass the paper to the person on your right. Round 2: please comment on the conciseness of

the message. Grade out of 10 marks. And so on- for

Consideration Concreteness Clarity Courtesy Correctness