Transcript Document

Effective
Communication
for Colleges
9th Edition
Brantley & Miller
CHAPTER 2
The Six Cs of
Effective Messages
© 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING
Learning Objectives
Chapter 2
Slide
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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 if a message meets the completeness
criteria of who, what, when, where, why, and how.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Six Cs of Effective
Messages
Chapter 2
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Courtesy
Show concern for the intended receiver.
Clarity
Compose messages that are easy to understand.
Conciseness State what needs to be said in as few words as possible.
Concreteness Convey a message in precise terms.
Correctness Provide accurate details in an acceptable format.
Completeness Include all pertinent information.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Courtesy
Develop the you attitude.
Use positive words.
Select gender-free terms.
Respond to messages promptly.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Courtesy
The “You” Attitude
Project empathy.
Replace I or we with you or your.
Address the receiver by name.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Chapter 2
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Courtesy
Negative Words to Avoid
 blame
 complaint
 criticize
 fear
 lazy
 never
 damaged
 doubt
 no
 not
 failed
 sorry
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Courtesy
Gender-Free Terms
Sexist
Gender-Free
congressman
manpower
mothering
policeman
spokesman
representative
personnel
parenting
police officer
spokesperson
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Courtesy
Prompt Response
Chapter 2
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Send congratulations within two days
of an event.
Answer requests within five working
days of receipt.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
Chapter 2
Slide
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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, 9th ed., by Brantley & Miller
Chapter 2
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Clarity
Frequently Confused Words
 accept to take or receive
 except to leave out; other than
 affect to influence or change
 effect a result
 its
 it’s
belonging to it
contraction for it is
 lay
 lie
to put or place in position
to recline; to be found in a particular place or position
 your belonging to you
 you’re contraction for you are
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
Orderly Word Sequence
Chapter 2
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Unclear Word Order
Clear Word Order
Attached is your copy.
Your copy is attached.
Printed are the reports.
The reports are printed.
Missing is the file.
The file is missing.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
Orderly Word Sequence
Unclear Antecedent
 Mia and Kim went to her
office.
Chapter 2
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Clear Antecedent
 Mia and Kim went to Mia’s office.
or
 Mia and Kim went to Kim’s office.
 The managers attend sales  The important managers attend
meetings because they are
sales meetings.
important.
or
 The managers attend important
sales meetings.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
“It” and “There”
Indefinite Reference
It is difficult to
choose between two
qualified candidates.
Chapter 2
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Improved Clarity
Choosing between
two qualified
candidates is difficult.
There are three
The report has three
sections in the report.
sections.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
Phrases and Clauses
Chapter 2
Slide
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Incorrect Positioning
Correct Positioning
I filed the invoices
After eating lunch, I
after eating lunch in
filed the invoices in
the central file room.
the central file room.
My pen leaked on the My pen, which was a
report, which was a
gift, leaked on the
gift.
report.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Clarity
Sentence Length
Chapter 2
Slide
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 State your message in as few words as
possible.
 The average sentence contains 16 words.
 Short sentences are forceful and emphatic.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Conciseness
Eliminate unnecessary words.
Select action verbs and efficient
words.
Use necessary modifiers.
Write in the active voice.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
Slide
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Conciseness
Unnecessary Words
Wordy
Chapter 2
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25 words
When she assumed the presidency of the company,
Mrs. Thomas made a decision to become familiar
with the names of all of the company’s employees.
Concise
12 words
When Mrs. Thomas became company president, she
learned all the employees’ names.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Conciseness
Action Verbs and
Efficient Words
Wordy
13 words
I made a promise to take into consideration the
circumstances surrounding the incident.
Concise
7 words
I promised to consider the circumstances involved.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Concise Expressions
Avoid
 at that point in time
 at this time
 each and every
 I would appreciate it if
 in spite of the fact that
 until such time as
Use
 then
 now
 each
 please
 although
 until
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Conciseness
Necessary Modifiers
Avoid
 actual truth
 basic fundamentals
 consensus of opinion
 merge together
 repeat again
 very unique
Use
 truth
 fundamentals
 consensus
 merge
 repeat
 unique
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Chapter 2
Slide
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Conciseness
Active Voice
Passive Voice
Bonus checks were
presented by the
team leaders.
Active Voice
Team leaders presented
bonus checks.
The telephone was
The new receptionist
answered by the new
answered the telephone.
receptionist.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Concreteness
Chapter 2
Slide
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Establish contact with the reader.
Use precise modifiers.
Avoid opinions and generalizations.
Provide specific details.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Concreteness
Establish Contact
Chapter 2
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Mentally picture the person.
Collect as much background information
as possible.
Consider the person’s culture, education,
and occupation.
Use concrete words that have wellunderstood meanings.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Concreteness
Precise Expressions
Vague Modifiers
better
big
fast
few
soon
worthwhile
How to Avoid
Chapter 2
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Provide specific information.
State the size or measurement.
State the exact rate of speed.
State a number.
State an exact date or time.
Explain the benefit.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Concreteness
Opinions and
Generalizations
Chapter 2
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Opinions
We need a photograph on the catalog cover.
Courteous Request
Please consider using a photograph on the catalog cover.
Generalization
The seminar was outstanding.
Specific Information
The seminar focused on time-management techniques
used by successful executives.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Concreteness
Specific Details
Chapter 2
Slide
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General Information
Mr. Jenkins will meet us at 7:30.
Complete Details
Mr. Jenkins will meet us in the main lobby tomorrow
at 7:30 a.m., which will give us time to review his
presentation before the board meeting at 8:00 a.m.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Correctness
Chapter 2
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Verify spelling.
Select correct words and phrases.
Insert appropriate punctuation.
Check names, places, dates, times,
and amounts.
Evaluate message appearance.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Correctness
Reference Tools
Dictionary
Thesaurus
Word division manual
Format guide
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Correctness
Chapter 2
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Correct Words and Phrases
Homonyms are words that are spelled
and pronounced alike but have
different meanings.
Homophones are words that sound
alike but have different spellings and
meanings.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Correctness
Parallel Structure
Chapter 2
Slide
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Nonparallel Structure
Successful summer interns have good listening skills,
write concisely, and are creative when solving
problems.
Parallel Structure
Successful summer interns are concise writers, active
listeners, and creative problems solvers.
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Completeness
Who?
What?
When?
Where?
Why?
How?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Completeness
Who?
Who is the intended receiver?
Is the content appropriate for the
intended receiver?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Completeness
What?
What is your objective?
Will the reader know what to do?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Completeness
When?
Chapter 2
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When should the reader respond?
Have you included complete, accurate
details?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Completeness
Where?
Chapter 2
Slide
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Where should the reader respond?
Have you identified names, postal and
electronic addresses, telephone and
fax numbers?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Completeness
Why?
Why should the reader respond?
Have you stated a benefit for the
reader?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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Completeness
How?
Have you encouraged a positive
response?
Does your message promote
goodwill?
Effective Communication for Colleges, 9th ed., by Brantley & Miller
Chapter 2
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