Lesson-5-Effective-communication-and-Barriers.ppt

Oral communication

1. Effective Communication
and Barriers
Lesson 5

2. The Seven (7) C’s of Effective
Communication
1.Completeness
2.Conciseness
3.Consideration
4.Concreteness
5.Clarity
6.Courtesy
7.Correctness

3. 1.Completeness
1. Remember the five W’s & One H
Who? What?When?Where? Why?
and How?
2. Answer all questions:
A. Stated questions from questioner.
B. Implied questions from questioner.
3. Give extra information, when desirable.

4. 1.Completeness
Example:
Incomplete letter to a new saving depositor
All our facilities are at your disposal, and anytime we can be of service, please call on
us. Our appreciation is best expressed by our being of service to you.
____________________________________________________________
Revised, complete letter to the new saving depositor.
Thank you for the confidence you have shown in First Federal by the savings account you
recently opened. Our goal is to make all our services to you both pleasant and helpful.
Among the conveniences and services available to you at First Federal, you may be
especially interested in these:
……………………………………………
………………………………………… .
You are most welcome to come in whenever we can assist you. Please consider this
association your financial headquarters for your savings and borrowing needs.

5. 2. Conciseness
1.Use one word in place of phrases; one sentence in place of
two. Read out loud to ‘listen’ for wordiness.
2.Omit outdated trite expression.
3.Ask yourself: What material is really relevant?
4.Look for unnecessary repetition: Does the same word or
idea appear too often?

6. 2. Conciseness (Eliminate Wordy Expression)
1.At this time
2.Due to the fact that
3.Please be advised that
your admission
statement was
received.
4.It was known by Mr..
Smith that we must
reduce inventory.
5.The total balance due
will be found on page 2
of this report.
1.Now
2.Because
3.Your admission statement
has been received.
4.Mr. Smith knew we must
reduce inventory.
5.The balance due is on page 2
of this report.

7. 2. Conciseness (Avoid unnecessary repetition)
1.COMSATS Institute of
Information Technology
2.Will you ship us sometime,
anytime during the month of
October would be fine, or
even November if you are
rushed (November would suit
us just as well, in fact a little
bit better) 300 of the
regular 3-by 15 inch blue felt
armbands with white sewn
letters in the center. Thank
you in advance for sending
these along to us by parcel
post, and not express, as
express is too expensive.
1.CIIT
2.Please ship parcel post, before
the end of November, 300
regular 3 by 15 inch blue felt
armbands with white sewn
letters in the center.

8. 2. Conciseness (Include only relevant)
1.We hereby wish to
let you know that our
company is pleased
with the confidence
you have reposed in
us.
1.We appreciate your
confidence.

9. 3. Consideration
1.See your material from your reader’s point of view.
2.‘You’ is more desirable than ‘I’ or ‘We’ in most instances.
3.Readers like to see benefits. Be sure benefits are a
prominent part of the message.
4.Consciously use positive words; readers will react more
favorably.

10. 3. Consideration (Focus on ‘You’ instead of ‘I’ and
‘we’)
We-attitude
1.I am delighted to
announce that we will
be extending our
hours to make
shopping more
convenient.
2.You failed to enclose
your check in the
envelope.
You-attitude
1.You will be able to shop
evenings with the
extended hours.
2.The check was not
enclosed.

11. 3.Consideration (Show audience benefit or
interest in the receiver, pleasant facts)
Negative - Unpleasant
1.It is impossible to
open an account for
you today.
2.We don’t refund if
the returned item is
soiled and unsalable.
Positive – Pleasant
1.As soon as your signature
card reaches us, we will gladly
open an account.
2.We refund when the
returned item is clean and
resalable.

12. 3. Consideration (Emphasize pleasant words)
People want to hear
1.Favourably
2.Cordially
3.Benefit
4.Happy
5.Help
6.Generous
7.Loyal
8.Pleasure
9.Thanks
10.Considerable
People don’t want to hear
1.Blame
2.Complaint
3.Failed
4.Fault
5.Negligence
6.Regret
7.Reject
8.Trouble
9.Unfair
10.Mistake

13. 4. Concreteness
1.Were you precise in using facts and figure wherever
possible?
2.Did you use the active voice more than the passive?
3.Is there action in verbs rather than in nouns or
infinitives?
4.Did you try to occasionally use vivid, image-building words?
But in business writing, use them sparingly.

14. 4. Concreteness (Use specific facts and figures)
Vague, General, Uncertain
1.Student GMAT
scores are higher.
2.Eastern Europe is
making progress in
obtaining
investments.
Concrete, Precise
1.In 2007 the GMAT scores
averaged 600; by 2008 they
had risen to 610.
2.In 2000 investments in
Eastern Europe were
about US $ 30 millions;
today that figure has
increased by 10%.

15. 4. Concreteness (Put actions into your verbs)
Active
1.Teachers administered
the tests.
2.Professor A. will give
consideration to the
report.
Passive
1.Tests were administered by the
teachers
2.A report will be considerate by
Prof. A.
*Note: Be Specific, personal , concise, and emphatic

16. 5. Clarity
1.Choose as precise or as concrete a word as possible.
2.Select words that have a high sense of appropriateness
for the reader.
3.Opt for the familiar word, the one that is not pretentious.
4.Limit average sentence length to 17 to 25 words.
5.Insert no more than one main idea into a sentence.
6.Arrange words so that the main idea occurs early in a
sentence.

17. 5. Clarity (Choose precise, concrete, and familiar
words)
Unfamiliar
1.After our perusal of
pertinent data, the
conclusion is that a
lucrative market
exists for the
subject property.
Familiar
1.The data we studied, show
that your property is
profitable and in high
demand.

18. 5. Clarity (Construct effective sentences and
paragraphs)
Length
Unity
Coherence
Emphasis (put main ideas up front)

19. 6. Courtesy
1.Ask yourself: Does the communication have a sincere
you-attitude?
2.Have someone else look at your statement if you have
doubts about whether it is tactful. Another opinion may
cause you to reconsider making a statement.
3.Be cautious in using humour in communication. Here too
it pays to have someone else review your words.
4.Be careful in using discriminatory language; this means
being aware of gender, race, age, colour, creed, sexual
preferences, or ethnic origins.

20. 6. Courtesy (Be sincerely tactful, thoughtful, and
appreciative)
Tactless, Blunt, Irritating
1.Stupid letter; I can’t
understand any of it.
2.You are delinquent
3.You did not tell us
4.Your complaint
5.Your stubborn silence
Tactful, Courteous
1.It’s my understanding.
2.Contrary to your inference.
3.I’m sure you must realize
4.We find it difficult to believe
that
5.Why have you ignored?

21. 6. Courtesy (Choose nondiscriminatory expression)
Avoid
1.Manpower
2.Man-made
3.The best man for the
position
More desirable
1.First-year students
2.Workers, employees
3.The best person/
candidate

22. 7. Correctness
1.Select the right level of language for your
communication: either formal or informal.
2.Realize that informal language is also used in business
communication.
3.Check –often by letting another person read your
material – for correct figures, facts, and words.
4.Apply the principles of accepted mechanics to your
writing.

23. Recapitulation
1.…………………………………… .
2.…………………………………… .
3.…………………………………… ..
4.…………………………………… .
5.…………………………………… .
6.…………………………………… .
7.…………………………………… ..