1. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 1 The Six Cs of Effective Messages

2. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 2 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.

3. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 3 Courtesy Section 1: 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.

4. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 4 Develop the You Attitude Project empathy. Replace I or we with you or your. Address the receiver by name. Use Positive Words Positive words show respect. State what can be done, not what cannot be done. Select Gender-Free Terms Gender-free terms give groups equal status and respect. Stereotypes offend readers and lessen opportunities to create goodwill. Courtesy Respond to Messages Promptly A timely response can turn a complaint into a business opportunity. Send thank-you and congratulations messages within two days of an event. Respond to written requests within four working days.

5. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 5 Clarity Keep the intended receiver in mind. Read messages aloud to reveal unclear word placement. Compose messages that are simple and easy to understand. Section 2: Clarity  Select appropriate words.  Place words in an orderly sequence.  Limit use of it and there.  Position phrases correctly.  Position clauses correctly.  Keep sentences short.

6. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 6 Select Appropriate Words Verify word meaning and pronunciation in a dictionary. Place Words in an Orderly Sequence. Read messages aloud to reveal unclear word placement. Place the subject before the verb. Make sure pronouns restate the antecedent. Limit Use of It and There Indefinite references are confusing. Being specific can shorten your message. Position Phrases and Clauses Correctly Nonrestrictive clauses, introduced by which, are set off by commas. Restrictive clauses, introduced by that, do not require commas. Clarity Keep Sentences Short Short sentences are forceful and emphatic. The average sentence contains 16 words.

7. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 7 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. Section 3: Conciseness

8. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 8 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. Conciseness The passive voice shows the subject receiving the action. In the active voice, the subject of the sentence performs some action.

9. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 9 Concreteness Convey a message with precise terms. Establish contact with the reader. Use precise modifiers. Avoid opinions or generalizations. Provide specific details. Section 4: Concreteness

10. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 10 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. Section 5: Correctness

11. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 11 Completeness Who?Where? Who? Where? What? Why? When? How? Include all pertinent information. Section 6: Completeness

12. Effective Communication for Colleges, 11 th ed., Brantley & Miller 2008©Chapter 2 – Slide 12 Six Cs of Effective Messages CourtesyShow concern for the receiver. ClarityCompose easy-to-understand messages. ConcisenessUse as few words as possible. ConcretenessUse precise terms. CorrectnessProvide accurate details in an acceptable format. CompletenessInclude all pertinent information.