Application of the Seven Cs of Effective Communication Skills Wednesday, 6th November, 2013 Application of the Seven Cs of Effective Communication Skills

1 INTRODUCTION - The Brutal Facts - Objectives - Concepts of Communication - Effective Communication - Processes of Communication Thursday, April 20, 2017 Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills Application of the Seven Cs of Effective Communication Skills 2

Application of the Seven Cs of Effective Communication Skills INTRODUCTION THE BRUTAL FACTS If a leader is incapable of communicating with his/her subordinates, he/she will never be able to encourage or motivate them to meet the organizational objectives Nobody would want to work with an individual who cannot express his thoughts in words, in writing and actions! Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills INTRODUCTION THE BRUTAL FACTS the level of your communication skills is directly proportional to your success in any endeavor?? If lacking in good communication skills, an employee can significantly damage the company's public relation efforts. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills Objectives understanding the meaning of communication learning ability to communicate with different people. Learning to build rapport. learning ability to work harmoniously with others Evaluate and accept responsibilities. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

THE CONCEPT OF COMMUNICATION Communication is defined as the process of transmitting and receiving ideas, information, and message. In every day language, it is an act of giving and receiving information. Encarta Encyclopaedia (2002) Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

The Concept of Communication (ctd.) In any given organization, communication presumes the following: Transmission of information from top-down Transmission of information from bottom-up Transmission of information horizontally; and Transmission of information across organization Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

EFFECTIVE COMMUNICATION Every platform for communication involves a large number of experiences, actions and emotions, therefore, it is pertinent that communication has to be effective. Communication is said to be effective when the receiver understands the same meaning that the sender intends to convey. In other words, Excellent or effective communication is the ability to receive a transmitted message by the sender and have the receiver be able to replicate the form and intent of the message in the receiver's mind.” Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Communication Process (ctd.) Owing to the fact that written communication occupies an important position in the communication sphere, adequate attention has to be paid to certain principles of necessity. These principles along with other essentials of effective communication, like language planning and organisation make written communication effective. Each of these principles starts with the alphabet C hence they are referred to as the Seven C’s of effective communication. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

2 MURPHY’S 7C’s OF EFFECTIVE COMMUNICATION - Clarity - Completeness - Conciseness - Consideration - Correctness - Concreteness/Contribution - Courtesy Thursday, April 20, 2017 Thursday, April 20, 2017 Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills Application of the Seven Cs of Effective Communication Skills Application of the Seven Cs of Effective Communication Skills 10 10

Application of the Seven Cs of Effective Communication Skills …MURPHY’S SEVEN C’s These principles provide guidelines for choice of content and style of presentation, adapted to the purpose and receiver of your message. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CLARITY… “A good style is first of all, clear” - Aristotle Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CLARITY… Clarity demands the use of simple language and easy sentence structure in composing the message Writings should be correctly planned and expressed in logical way the writer should make sure that the ideas flow smoothly from beginning to end He must be very clear about all the aspects of the idea in his mind and about the purpose for which it is to be communicated Clarity, therefore, can be achieved by taking pains to write to serve the purpose rather than to impress readers Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CLARITY – Case Study… Bad Example After our perusal of pertinent data, the conclusion is that a lucrative market exists for subject property. Good Example The data we studied show that your property is profitable and in high demand Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

CLARITY – Use short, easy and familiar words Keep pronoun references clear Avoid needless jargon Avoid clichés (old phases) Avoid using words that have more than one meaning Although it is appropriate to use technical terms and business jargon in some professional situations, avoid their use when reader is not acquainted with the terminology Construct effective sentences and paragraph When you have the choice between a long word and a short word, choose the short familiar word Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills COMPLETENESS… Completeness means the message must bear all the necessary information in order to provoke the desired response Communication senders need to assess message from eyes of the receivers to be sure they have included all the relevant information A message must be organized appropriately in the sense that it must include all the important ideas and its details. All the aspects of the message must be grouped and brought together in a logical sequence to prepare meaningful thought units. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

COMPLETENESS- Case Study… Bad Example Please be reminded of the meeting scheduled for tomorrow. This message is not complete, for obvious reasons. What meeting? When is it? Where? The writer has left the receiver without the necessary information. Good Example Please be reminded of the University Management meeting scheduled for tomorrow, 10th April, 2013 at the University Auditorium by 1: 00pm Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

COMPLETENESS – Guidelines… Provide all necessary information. Answer the 5Ws that make the message clear Who What When Where Why Answer all questions asked Give something extra, when desired Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

COMPLETENESS – Benefits… Completeness in writing is achieved through orderly arrangement of ideas flowing into other ideas and progressing to conclusion. The principles of unity must be applied at three levels; 1. individual sentences must be unified; 2. individual paragraphs must be unified; and 3. the totality of the script must be unified. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

COMPLETENESS – Benefits… Messages are more likely to bring the desired results Do better job at building goodwill Develops and enhances reputation of an organization Cost saving as no crucial information is missing , and no additional cost is incurred in conveying extra message if the communication is complete Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

COMPLETENESS - Benefits It leaves no question in the mind of receiver Helps in better decision making Communication that seems inconsequential can become very important if information they contain is complete and effective Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCISENESS… It means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other C’s of communication. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCISENESS… It has the following features: It is both time-saving as well as cost-saving. It underlines and highlights the main message as it avoids using excessive and needless words. Concise communication provides short and essential message in limited words to the audience. Concise message is more appealing and comprehensible to the audience. Concise message is non-repetitive in nature. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCISENESS… To be able to convey concise message, the following are questions you should ask yourself Are there any adjectives or “filler words” that you can delete? When it is not necessary, you can delete words like “for instance”, “you see”, “kind off” , “literally” Are there any unnecessary sentences? Have you repeated the point several times in various ways? This would help reduce aimless verbiage, unnecessary details and heavy paragraphs. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Please submit your reports to Mr. Bodunde by 5:00 p.m. CONCISENESS… Wordy Expression The reports are to be submitted by members of staff prior to 5:00 p.m.; at which time they will be received by Mr. Bodunde. Concise Expression Please submit your reports to Mr. Bodunde by 5:00 p.m. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCISENESS… Strictly adhere to the purpose of message Avoid unnecessary repetition Cut out undesirable phrases and merge them together into one or more sentences Avoid long introduction Wordy message do not create positive impression Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONSIDERATION… Consideration implies “stepping into the shoes of others”. It demands putting oneself in the place of the receiver while composing a message. It refers to the use of positive attitude, emphasizing positive pleasant facts and visualizing the readers problems, desires, emotions and response Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONSIDERATION… The writer must take the receiver of the message into consideration the receiver’s view points, background, mind-set, education level, etc. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONSIDERATION… The encoder/writer must make an attempt to envisage his decoder/receiver, their requirements, emotions as well as problems. He should ensure that the self-respect of the audience is maintained and their emotions are not at harm Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

CONSIDERATION – Case Study… Unpleasant: When you travel at the University’s expense, you will not receive approval for first class fare. Considerate communication: When you travel at the University’s expense, your approved fare is for economy class Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

CONSIDERATION – Case Study… Unpleasant: I expect that you should realize that... (emphasizes "I") Considerate communication: You may wish to note that... (emphasizes "you") Writers should show optimism towards their audience by emphasizing “what is possible” rather than “what is impossible”. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CORRECTNESS… incorrect written documents lower the readers’ confidence in the writer. In the same way, the incorrect statements and other miscellaneous errors of the speaker lower the listeners’ confidence in him and it may tarnish his image and reliability too. When communication receiver finds one error he suspects that there can also be other errors in the message. Therefore, he starts searching for other mistakes automatically Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Efforts must be made to avoid errors in spellings, punctuations, etc. CORRECTNESS “...before the last recruitment exercise conducted for Academic staff , the staff strength of the University is a total of 442 which is made up of 36 Academic Staff, 243 Senior Staff and 143 Junior Staff cutting across 21 states of the federation.” You will notice that the break down does not add up to the total number stated. This immediately creates doubts in the mind of the reader of the message Efforts must be made to avoid errors in spellings, punctuations, etc. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

CONCRETENESS *CONTRIBUTION Concrete communication implies being particular and clear rather than fuzzy and general. It implies presenting your message from a position of reliability and authority. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCRETENESS Concrete message has the following features: It is supported with specific facts and figures. It makes use of words that are clear and that build the reputation. Concrete messages are not misinterpreted. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills COURTESY Courtesy means not only thinking about the receiver but also valuing his feelings being appreciative tactful showing respect thoughtful polite words Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills COURTESY It is not at all biased. Importantly, courtesy builds goodwill It makes use of terms showing respect for the receiver of message. Courteous message is positive and focused at the audience. Courtesy implies taking into consideration both viewpoints as well as feelings of the receiver of the message. Courteous message has the following features: Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills *CONTRIBUTION E.g. In what way(s) do you think we can improve our services? Deliberately ask questions Make conscious effort to get feedback from your audience Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCLUSION Think of how often you communicate with people during your day. You write letters, facilitate meetings, create reports, send e-mails, devise presentations, debate with your colleagues… the list goes on. It is evident that we run our entire administration by communicating. It is therefore important to provide a huge boost to our productivity by making sure that we communicate in the clearest, most effective way possible. Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills CONCLUSION This would be our means to the end, which is ensuring that the administrative systems in our institutions thrive rather than fail for ineffective communication Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills

Application of the Seven Cs of Effective Communication Skills Thursday, April 20, 2017 Application of the Seven Cs of Effective Communication Skills