Transcript 0324374763_82064

The Six Cs of
Effective
Messages
Chapter 2 – Slide 1
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Learning Objectives
Revise messages to reflect courtesy.
Revise messages to enhance clarity.
Apply techniques that ensure concise messages.
Make messages concrete by providing specific
information.
Review messages for correct content, mechanics, and
appearance.
Determine whether a message meets the
completeness criteria of who, what, when, where,
why, and how.
Chapter 2 – Slide 2
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 1: Courtesy
Courtesy
Promote goodwill, a feeling of confidence based on
honesty and reliable service.
Show concern for the intended receiver.
Develop the you attitude.
Use positive words.
Select gender-free terms.
Respond to messages promptly.
Chapter 2 – Slide 3
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Courtesy
Develop the You Attitude
Project
empathy.
Use
Positive
Words
Replace
I orwords
we with
yourespect.
or your.
Positive
show
Select Gender-Free Terms
Address
the receiver
by
name.
State
what
can
be
done,
whatequal
cannot
be
Gender-free
terms givenot
groups
status
Respond
to Messages
Promptly
done.
andA respect.
timely response can turn a complaint into a
Stereotypes
offend readers and lessen
business opportunity.
opportunities
to create
goodwill.
Send thank-you
and congratulations
messages within two days of an event.
Respond to written requests within four
working days.
Chapter 2 – Slide 4
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Clarity
Section 2: Clarity
Keep the intended receiver in mind.
Read messages aloud to reveal unclear word placement.
Compose messages that are simple and easy to
understand.
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Chapter 2 – Slide 5
Select appropriate words.
Place words in an orderly sequence.
Limit use of it and there.
Position phrases correctly.
Position clauses correctly.
Keep sentences short.
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Clarity
Select Appropriate Words
VerifyWords
word meaning
and pronunciation
Place
in an Orderly
Sequence.in a
dictionary.
ReadUse
messages
aloud
to reveal unclear word
Limit
of It and
There
placement.
Indefinite
references
confusing.
Position
Phrases
andare
Clauses
Correctly
Place the subject before the verb.
Being
specific
can
shorten
your message.
Nonrestrictive
clauses,
introduced
by which,
Keep
Sentences
Short
Make sure pronouns restate the antecedent.
areShort
set off
by commas.
sentences
are forceful and emphatic.
Restrictive clauses, introduced by that, do not
The average sentence contains 16 words.
require commas.
Chapter 2 – Slide 6
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 3: Conciseness
Conciseness
Make every word meaningful.
Use a conversational tone.
State what needs to be said in as few words as
possible.
Eliminate unnecessary words.
Select action verbs and efficient words.
Use necessary modifiers.
Write in the active voice.
Chapter 2 – Slide 7
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Conciseness
Avoid unnecessary modifiers and doublet phrases—
phrases that say the same thing twice.
Use the active voice to be concise.
Use the passive voice to be diplomatic and tactful.
In the active voice, the subject of the sentence
performs some action.
The passive voice shows the subject receiving
the action.
Chapter 2 – Slide 8
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 4: Concreteness
Concreteness
Convey a message with precise terms.
Establish contact with the reader.
Use precise modifiers.
Avoid opinions or generalizations.
Provide specific details.
Chapter 2 – Slide 9
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Correctness
Section 5: Correctness
Use reference tools to check message content and
evaluate message appearance.
Provide accurate details in an acceptable format.
Verify spelling.
Select correct words or phrases.
Insert appropriate punctuation.
Check names, places, dates, times, and amounts.
Evaluate message appearance.
Chapter 2 – Slide 10
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 6: Completeness
Completeness
Include all pertinent information.
Chapter 2 – Slide 11
Who?
Where?
What?
Why?
When?
How?
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Six Cs of Effective Messages
Courtesy
Show concern for the receiver.
Clarity
Compose easy-to-understand
messages.
Conciseness
Use as few words as possible.
Concreteness
Use precise terms.
Correctness
Provide accurate details in an
acceptable format.
Completeness Include all pertinent information.
Chapter 2 – Slide 12
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©