7 Cs With Exercises

7/31/2019 7 Cs With Exercises

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7 Cs of Communication

1. Completeness

2. Conciseness

3. Consideration

4. Clarity

5. Concreteness6. Courtesy

7. Correctness


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Completeness

Answer all questions that are asked

Give something extra when desirable

Check for five Ws & one H

Who What When Where Why and How


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Your business message is complete when it

contains all the facts the reader/listener

needs for the reaction you desire.

Remember that communicators differ in

their mental filters; they are influenced by

their background, viewpoint, needs,

attitudes, status, emotions, etc.


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Completeness is important for

several reasons

1. to get desired results

2. To build goodwill

3. To help avert costly lawsuits


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Remember

If you have no information, say NO

If you have unfavorable information, reply

with tact and honesty List the needed details before answering the

enquiry

Sometimes write more to the sender, maybe they do not know what they want


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Situation Analysis

Thank you for the

confidence you have

shown in us by theaccount you recently

opened.

Thank you for the

confidence you have

shown in Allied Bankby the saving account

you recently opened.


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Exercise-1

You are the president of an industryassociation and have received the followinginquiry from an out of town member, I think

I would like to attend my first meeting of theassociation, even though I am not acquaintedwith your city. Will you please tell me wherethe next meeting is being held?

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


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Conciseness

1. Eliminate wordy expressions

2. Include only relevant statements

be focused prune & avoid long explanations

3. Avoid unnecessary repetitions,explanations/instructions


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Exercise -2

Find single word substitutes for the phrases


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Along the same lines 1. Similarly/Like

At this time 2. Now

Date of policy 3. Policy date

Due to the fact/reason that 4. Because

In order to 5. To

In some cases 6. Sometimes

In most cases 7. Usually For a price of 8. At

From the point of view of 8. As


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She bought desks that are of the executive

type.

She bought executive-type desks.


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Say it clearly - once

Researchers found that national rates of

breast cancer inversely correlate to solar

radiation exposure. In other words,breast cancer occurs at a much higher

rate in colder, cloudier northern regions

than in sunnier southern regions.


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Where does your natural gas come from?

Most of the natural gas used in the UnitedStates comes from domestic gas production.

The remainder comes from imports, primarily

from Canada. Domestic gas production andimported gas are usually more than enough to

satisfy customer needs during the summer,

allowing a portion of supplies to be placed into

storage facilities for withdrawal in the winter,

when the additional requirements for space

heating cause total demand to exceed

production and import capabilities.


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Exercise -3

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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Exercise3 contd

We hereby wish to let you know that we fully

appreciate the confidence you have reposedin us.

We ..


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Consideration

Focus on YOU instead of I & WE

Show reader benefit & interest

Emphasize positive& pleasant facts

Apply integrity & ethics


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Ex.4 -Write with a you attitude to show

consideration

We will soon ship the goods you ordered.

We pay eight percent interest on -----


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Ex 5-Avoid negativeunpleasant words to

show consideration

1. When you travel on company expense, you will notreceive approval for first class fare.

2. To avoid further delay and inconvenience , we aresending this report by express mail.


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Ex6:Rewrite the sentence to show

reader benefit. Because we have not written to you in some

time , please help us bring our record by

filling and returning the other half of the card.


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Concreteness

Use specific facts and figures

Put action into verbs

Choose vivid image building words

Use more adjectives and adverbs


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Ex:7- Rewrite the following in concrete

form to avoid vagueness.

This computer reproduces campaign letters

fast.

Our product has won several prizes.

These brakes stop a car within a short distance. These Goodson power brakes stop a 2-ton car travelling 60 miles an hour, within 20 feet.


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Ex:8-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 report will be given consideration by my Singh.


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Ex : 9-Use vivid image building words

adjectives and adverbs

The camera has a system that gives good

pictures.


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Clarity

Choose short , familiar & conversational

words

Construct effective sentences and paragraphsby unity of idea and sequencing

Include examples, illustrations & visual aids


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Ex: 10-Choose a conversational style

After scrutiny of important data the conclusion is

that a lucrative market exists for the subject

property .

A letter from the quality bureau to a plumber said

The efficacy of hydrochloric acid is indisputable,

but the corrosive residue is incompatible with

metallic permanence .


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Headings:8-10 words

Sentence length:15-20 words

Paragraphs:40-70 words

Soft words vs hard words


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Courtesy

Be sincere , tactful, thoughtful and appreciative

Omit expressions that hurt , irritate, or insult

Grant apologies graciously


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Ex : 11-Show courtesy by avoiding tactless

& blunt language

1. Your letter is not clear at all.

2. Obviously, if you would read your policycarefully you will be able to answer thesequestions yourself.

3. Apparently you have already forgotten whatI wrote to you two weeks ago.


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Ex : 12-Use gender friendly substitutes

Mankind

The best man for the job

Manmade

Manpower

Businessman

Salesman

Chairman


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Ex 12Contd.

You guys should all be concerned about theissue.

Each manger has an assigned placeheshould park his car.

Each customer will have change noted on hisbill

1 Passed away1 died


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1. Passed away

2. Elite class

3. Pre-owned

4. Restroom

5. Big-boned

6. Speech impaired

7. Working class8. Disabled

9. Homeless

10. Institute

11. Supervisor

12. Custodian

13. Mentally challenged

14. Medication

1. died

2. The rich

3. Used

4. Bathroom

5. Fat

6. Dumb

7. The poor8. Handicapped

9. On the streets

10. School

11. Boss

12. Janitor

13. Mad

14. Medicine


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1. Died

2. Deaf

3. Dead

4. Handicapped

5. Kill

6. False teeth

7. Information8. Waitress

9. Manhole cover

10. Cancer

11. Garbage man

12. Sick

13. Lie

14. Crippled

1. Expired

2. Hearing impaired

3. Breath impaired

4. Wheelchair-user

5. Depopulate the area

6. Dental appliances

7. Directory assistance8. Server

9. Maintenance utility cover

10. The big C

11. Sanitation worker

12. Health impaired

13. Misinform

14. Physically impaired


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Correctness

Use the right level of language

Check accuracy of facts, figures and words

Maintain acceptable writing mechanics

Choose non-discriminatory language

Use parallel language

(Parallel: Mary likes to hike, to swim, and to ridea bicycle.

OR

Mary likes to hike, swim, and ride a bicycle.

Mary likes hiking, swimming, and bicycling.

Cl i Ph S b i


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Cluttering Phrase Substitute1. along the lines of

2. at the present time

3. for the purpose of

4. the reason that

5. in accordance with

6. in the meantime7. in the near future

8. in the neighborhood of

9. in very few cases

10. in view of the fact that11. on the basis of

12. on the occasion of

13. with regard to, with reference to

14. with a view to

1. like

2. now

3. For

4. because, since

5. By

6. Meanwhile7. Soon

8. about, around

9. Seldom

10. since, because11. By

12. On

13. about

14. to


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Long Words

The decision waspredicated

on the assumptionthat anabundanceofmonetaryfunds

wasforthcoming.

Theyaccededto thepropositionto terminate

business.

During theprecedingyear the

companyoperatedat a

financial deficit.

Short, Simple Words

The decision was basedon

the beliefthat there wouldbe more money

Theyagreedto quit

business.

Last yearthe companylost

money.


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Long Words

Prior to accelerating productive

operation, the supervisor

inspected the machinery.

Definitiveaction was effected

subsequentto the reporting

date.

The unanimity, of currentforecasts is not incontrovertible

evidenceof an impending

business acceleration.

Short, simple words

Before speeding up production,

the supervisor inspected the

machinery.

Finalaction was taken after

the reporting date.

Agreementsof the forecasts

are noproof thatbusiness will

get better.

Not This But This


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Not This

1. We were caught flatfooted.

2. He frequently shoots from the hip.

3. We would be up the creek without a

paddle.4. They couldn't make head or tail of

the report.

5. The sales campaign was a flop.

6. I'll touch base with you on thisproblem in August.

7. Take an educated guess on this

question.

8. Your sales report put us in orbit.

9. Take an educated guess on thisquestion.

10. We will wind down manufacturing

operations in November.

But This

1. We were surprised.

2. He frequently acts before he

thinks.

3. We would be in a helplesssituation.

4. They couldn't understand the

report.

5. The sales campaign was a failure.6. I'll talk with you about this

problem in August.

7. Answer this question to the best of

your knowledge.

8. Your sales report made us very

pleased.

9. Your prediction was correct.

10. We will end manufacturing

operations in November.


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Dull and Stiff

1. This is to advise that we

deem it a great pleasure to

approve subject of your

request as per letter of the

12th inst.

2. Pursuant to this matter, Iwish to state that the

aforementioned provisions

are unmistakably clear.

3. Herewith enclosed please find

. . . I deem it advisable . . .

Friendly and Conversational

1. Yes, you certainly may use

the equipment you askedabout in your August 12

letter.

2. These contract provisions arequite clear on this point.

3. Enclosed is ... I suggest . .


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Friendly and Conversational

1. Here is ...

2. Please let me know soon . . .

3. I have the contract

4. You should sign the formbefore the 1st.

5. I hope you approve.

6. Attached is notification of

our compliance with the

standards.

Dull and Stiff

1. I herewith hand you . . .

2. Kindly advise at an early date .

. .

3. The undersigned wishes to

advise that the

aforementioned contract is at

hand.

4. Please be advised that you

should sign the form before

the 1st.

5. I hope this meets with your

approval.

6. Submitted herewith is your

notification of our compliance

with subject standards.


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Principles of Clear WritingFaulty Idiom

1. authority about

2. comply to

3. enamored with

4. equally as bad5. in accordance to

6. in search for

7. listen at

Correct Idiom

1. authority on

2. comply with

3. enamored of

4. equally bad5. in accordance with

6. in search of

7. listen to

Negative Emotion / T f i


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Negative Emotion /

ExpressionTransforms into

1. Anxious

2. Confused

3. Destroyed

4. Disgusted

5. Failure

1. A little concerned,

expectant

2. Curious

3. Set back

4. Surprised

5. Learning

Negative Emotion / Transforms into


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1. I hate

2. Insulted

3. Lost

4. Painful5. Stressed

1. I prefer

2. Misunderstood

3. Searching

4. Uncomfortable5. Busy

Negative Emotion /

Expression

Transforms into


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GREAT WORDGOOD WORD

1. Attractive

2. Confident

3. Curious

4. Fast

5. Fortunate

1. Gorgeous

2. Unstoppable

3. Fascinated

4. Ballistic

5. Blessed


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GREAT WORDGOOD WORD

1. Interesting

2. Like

3. Nice

4. Quick

5. Smart

1. Captivating

2. Relish

3. Fantastic

4. Explosive

5. Gifted

Racially or ethnically biased


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1 An Indianaccountant was

hiredAn accountant washired.

2 James Lee, anAfrican American

applied.

James Lee applied.

Racially or ethnically biased

d


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1 The law applied to oldpeople.

The law applied to

people above 652Maryam Khan, 55, was

transferred.Maryam Khan was

transferred3a lively old gentleman A man4old senior5a little old lady A woman

Age Biased


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1 afflicted with,suffering from,crippled by

has

2 defect, disease condition

3 confined to awheelchair uses a wheelchair

Disability Biased

Gender Biased


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Gender Biased1. lady doctor

2. woman attorney3. cleaning woman

4. waiter/waitress

5. mankind

6. airhostess, steward

7. salesman

8. businessman

9. each worker10. office boy

11. executives and their wives

doctor

attorney cleaner

server

humanity

cabin attendant

salesperson

businessperson

All workers

office attendant

executives and their spouses


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Language Biased

Any applicant for the position of fireman must

submit a medical report signed by his physician.Because she is confined to a wheelchair, we look

for restaurants without stairs.Every employee is entitled to see his personnel file.

We hired Adam John, a Japanese American, forthe position of communications coordinator.Representing the community are a businessman, a

lady attorney, and a lady doctor.


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Unfamiliar/Familiar

Unfamiliar

Familiar

1 conceptualization Question2 commensurate Equal3 materialize Appear4 remunerate Pay5 terminate End


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Negative/PositiveNegative PositiveYou failed to include your

credit card number, so we

cannot mail your order.

Well mail your order as soon

as we receive your credit card

number.

Your letter of May 2

claims that you returned a

defective headsetYour May 2 letter describes a

headset you returned.

You cannot park in lot H

until April 1You may park in Lot H starting

April 1You wont be sorry thatYou will be happy that


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Sender-focused Receiver-focused1 We offer an audiocassette

language course that we havecomplete faith in.

The sooner you order the

audiocassette language program,the sooner the rewards will be

yours.2 The HR Department requires that

the enclosed questionnaire be

completed immediately so that we

can allocate our training resource

funds.

You can be one of the first

employees to sign up for the new

career development program. Fill

out the attached questionnaire

and return it immediately.3 To enable us to update out

stockholder records, we ask thatthe enclosed card be returned.

So that you may promptly receive

dividend checks and informationrelated to your shares, please

return the enclosed card.4 Our warranty becomes effective

only when we receive an owners

registration.Your warranty begins working for

you as soon as you return your

owners registration.


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You-Oriented

I/We View You ViewI have scheduled your

vacation to beginYou may begin your vacation.

We have shipped your

order by UPS, and we aresure it will arrive in time

for the sales promotion.

Your order will be delivered

by UPS in time for your salespromotion.

I am asking all of our

employees to respond to

the attached survey

regarding working

Because your ideas count,

please complete the attached

survey regarding working

conditions.

7 Cs With Exercises

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