The Seven Cs of Effective Business Communication

The message is said to be effective when the receiver understands the same
meaning that the sender was intended to convey. For any communication in
business, in order to be effective, it must have seven qualities. These seven
attributes are called seven Cs of effective business communication. (All
these attribute starts with the alphabet C so are called 7 Cs)

Seven Cs of Effective Business Communication

1.
2.
3.
4.
5.
6.
7.

Correctness
Clarity
Conciseness
Completeness
Consideration
Concreteness
Courtesy

1.

Correctness

Correctness in communication implies that there are no grammatical errors in

communication. Correct communication has following features:
The message is exact, correct and well-timed.
BadExample
If the communication is correct, it boosts up the confidence level.
Correct message has greater impact on the audience/ readers.
Hi Daniel,
It checks for the precision and accurateness of facts and figures used in
the message.
Thanks
much for
meeting
me at lunch
today!
I enjoyed
our conservation,
and I'm looking
Itsomakes
use
of appropriate
and
correct
language
in the message.
forward to moving ahead on our project. I'm sure that the two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
,
Jack Miller
Thanks so much for meeting me at lunch today! I enjoyed our conservation, and I'm
If you
read that
example
fast, then
youonmight
not haveI'm
caught
any errors.
But on deadline
closer inspection,
looking
forward
to moving
ahead
our project.
sure that
the two-weak
you'll
find
two.
Can
you
see
them?
won't be an issue.
The first error is that the writer accidentally typed conservation instead of conversation. This
common error can happen when you're typing too fast. The other error is using weak instead of
week.
Again, spell checkers won't catch word errors like this, which is why it's so important to proofread

Thanks again, and I'll speak to you soon!

Best,
Jack Miller
If you read that example fast, then you might not have caught any errors. But on
closer inspection, you'll find two. Can you see them?
The first error is that the writer accidentally typed conservation instead of
conversation. This common error can happen when you're typing too fast. The other
everything!
Bad Example
Hi John,
I wanted to write you a quick note about Daniel, who's working in your department. He's a great
asset, and I'd like to talk to you more about him when you have time.

2.

Clarity

Best,

Clarity implies emphasizing on a specific message or goal at a time, rather than

Skip trying to achieve too much at once. Clarity in communication has following
features:
email
It makes
understanding
easier.
What is this
about?
Well, we're not
sure. First, if there are multiple Daniels in John's
department,
John
won't
know
who
Skip
is
talkingand
about.ideas enhances the meaning of
Complete clarity of thoughts
message.
Next, what
is
Danielmessage
doing, specifically,
that's
so great?
We don't know
that either.words.
It's so vague that
Clear
makes use
of exact,
appropriate
and concrete
John will definitely have to write back for more information.
Last, what is the purpose of this email? Does Skip simply want to have an idle chat about Daniel, or
is there some more specific goal here? There's no sense of purpose to this message, so it's a bit
confusing.
Good Example
Let's see how we could change this email to make it clear.
Hi John,
I wanted to write you a quick note about Daniel Kedar, who's working in your department. In recent
weeks, he's helped the IT department through several pressing deadlines on his own time.
We've got a tough upgrade project due to run over the next three months, and his knowledge and
skills would prove invaluable. Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to call you to discuss this further?
Best wishes,
Skip

A concise message saves time of both the sender and the

receiver. Conciseness, in a business message, can be achieved by avoiding
wordy expressions and repetition. Using brief and to the point sentences,
including relevant material makes the message concise. Achieving conciseness

3. Conciseness

Conciseness means wordiness, i.e, communicating what you want to convey in

least possible words without forgoing the other Cs of communication.
Conciseness is a necessity for effective communication. Concise communication
has 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.
Bad Example
Hi Matt,
I wanted to touch base with you about the email marketing campaign we kind of sketched out last
Thursday. I really think that our target market is definitely going to want to see the company's
philanthropic efforts. I think that could make a big impact, and it would stay in their minds longer than
a sales pitch.
For instance, if we talk about the company's efforts to become sustainable, as well as the charity work
we're doing in local schools, then the people that we want to attract are going to remember our
message longer. The impact will just be greater.
What do you think?
Jessica
This email is too long! There's repetition, and there's plenty of "filler" taking up space.
Good Example
Watch what happens when we're concise and take out the filler words:
Hi Matt,
I wanted to quickly discuss the email marketing campaign that we analyzed last Thursday. Our target
market will want to know about the company's philanthropic efforts, especially our goals to become
sustainable and help local schools.
This would make a far greater impact, and it would stay in their minds longer than a traditional sales
pitch.

4.

Completeness

What do you think?

Jessica

The communication must be complete. It should convey all facts required by the
audience. The sender of the message must take into consideration the receivers
mind set and convey the message accordingly. A complete communication has
following features:
Complete communication develops and enhances reputation of an
organization.
Moreover, they are cost saving as no crucial information is missing and no
additional cost is incurred in conveying extra message if the
communication is complete.
A complete communication always gives additional information wherever
required. It leaves no questions in the mind of receiver.
Complete communication helps in better decision-making by the audience/
readers/ receivers of message as they get all desired and crucial
information.
It persuades the audience.
Bad Example
Hi everyone,
I just wanted to send you all a reminder about the meeting we're having tomorrow!
See you then,
Chris
This message is not complete, for obvious reasons. What meeting? When is it? Where? Chris has left his
team without the necessary information.
Good Example
Hi everyone,
I just wanted to remind you about tomorrow's meeting on the new telecommuting policies. The meeting
will be at 10:00 a.m. in the second-level conference room. Please let me know if you can't attend.
See you then,
Chris

5.

Consideration

Consideration implies stepping into the shoes of others. Effective

communication must take the audience into consideration, i.e, the audiences
view points, background, mind-set, education level, etc. Make an attempt to
envisage your audience, their requirements, emotions as well as problems.
Ensure that the self-respect of the audience is maintained and their emotions are
not at harm. Modify your words in message to suit the audiences needs while
making your message complete. Features of considerate communication are as
follows:
Emphasize on you approach.
Empathize with the audience and exhibit interest in the audience. This will
stimulate a positive reaction from the audience.
Show optimism towards your audience. Emphasize on what is possible
rather than what is impossible. Lay stress on positive words such as
jovial, committed, thanks, warm, healthy, help, etc.
Bad Example
Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to Michelle to proof,
and she wanted to make sure you knew about the department meeting we're having this Friday. We'll be
creating an outline for the new employee handbook.
Thanks,
Michelle
As you can see, this email doesn't communicate its point very well. Where is Michelle's feedback on Traci's
report? She started to mention it, but then she changed the topic to Friday's meeting.
Good Example
Hi Traci,
I wanted to write you a quick note about the report you finished last week. I gave it to Michelle to proof,
and she let me know that there are a few changes that you'll need to make. She'll email you her detailed
comments later this afternoon.
Thanks,
Michelle
Notice that
good example, Michelle does not mention Friday's meeting. This is because the meeting
6.in theConcreteness
reminder should be an entirely separate email. This way, Traci can delete the report feedback email after she
makes her changes, but save the email about the meeting as her reminder to attend. Each email has only one
main topic.

Concrete communication implies being particular and clear rather than fuzzy and
general. Concreteness strengthens the confidence. Concrete message has
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.
Bad Example
Consider this advertising copy:
The Lunchbox Wizard will save you time every day.
A statement like this probably won't sell many of these products. There's no passion, no vivid
detail, nothing that creates emotion, and nothing that tells people in the audience why they should
care. This message isn't concrete enough to make a difference.
Good Example
How much time do you spend every day packing your kids' lunches? No more! Just take a complete
Lunchbox Wizard from your refrigerator each day to give your kids a healthy lunch AND have
more time to play or read with them!
This copy is better because there are vivid images. The audience can picture spending quality time
with their kids and what parent could argue with that? And mentioning that the product is stored
in the refrigerator explains how the idea is practical. The message has come alive through these
details.

7.

Courtesy

Courtesy in message implies the message should show the senders expression
as well as should respect the receiver. The sender of the message should be
sincerely polite, judicious, reflective and enthusiastic. Courteous message has
following features:
Courtesy implies taking into consideration both viewpoints as well as
feelings of the receiver of the message.
Courteous message is positive and focused at the audience.
It makes use of terms showing respect for the receiver of message.
It is not at all biased.
Bad Example
Jeff,
I wanted to let you know that I don't appreciate how your team always monopolizes the discussion at
our weekly meetings. I have a lot of projects, and I really need time to get my team's progress
discussed as well. So far, thanks to your department, I haven't been able to do that. Can you make
sure they make time for me and my team next week?
Thanks,
Phil
Well, that's hardly courteous! Messages like this can potentially start officewide fights. And this
email does nothing but create bad feelings, and lower productivity and morale. A little bit of courtesy,
even in difficult situations, can go a long way.
Good Example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an
excellent job of highlighting their progress. But this uses some of the time available for my team to
highlight theirs. I'd really appreciate it if you could give my team a little extra time each week to fully
cover their progress reports.
Thanks so much, and please let me know if there's anything I can do for you!
Best,
Phil

as Non
Verbal
Communication
What Color
a difference!
This email
is courteous
and friendly, and it has little chance of spreading bad
The
meaning
of colors can vary depending on culture and circumstances. Each color has
feelings
around
the office.
many aspects to it but you can easily learn the language of color by understanding a few
simple concepts which I will teach you here.

Color is a form of non verbal communication. It is not a static energy and its meaning can
change from one day to the next with any individual. For example, a person may choose
to wear red one day and this may indicate they are ready to take action, or they may be
passionate about what they are going to be doing that day, or again it may mean that they
are feeling angry that day, on either a conscious or subconscious level. For more on the
meaning of colors for the color red
The color orange is the color of social communication and optimism. From a negative
color meaning it is also a sign of pessimism and superficiality. For more on the color
orange
In the meanings of color in color psychology, the color yellow is the color of the mind
and the intellect. It is optimistic and cheerful. However it can also suggest impatience,
criticism and cowardice. For more on the color yellow
Green is the color of balance and growth. It can mean both self-reliance as a positive and
possessiveness as a negative, among many other meanings. For more on the positives and
negatives of the color green
Blue is the color of trust and peace. It can suggest loyalty and integrity as well as
conservatism and frigidity. To understand the color blue
Indigo is the color of intuition. In the meanings of colors it can mean idealism and
structure as well as ritualistic and addictive. For more on the color indigo
Purple is the color of the imagination. It can be creative and individual or immature and
impractical. For more on the color purple
The color meaning of turquoise is communication and clarity of mind. It can also be
impractical and idealistic. For more on the color turquoise
The color psychology of pink is unconditional love and nurturing. Pink can also be
immature, silly and girlish. For more on the color pink
In the meaning of colors, magenta is a color of universal harmony and emotional balance.
It is spiritual yet practical, encouraging common sense and a balanced outlook on life.
For more on the color magenta
The color brown is a serious, down-to-earth color that relates to security, protection and
material wealth. To read more about the color brown
From a color psychology perspective, gray is the color of compromise - being neither
black nor white, it is the transition between two non-colors. For more information on the
color
gray
The color silver has a feminine energy; it is related to the moon and the ebb and flow of

the tides - it is fluid, emotional, sensitive and mysterious. To understand more about the
color
silver
Gold is the color of success, achievement and triumph. Associated with abundance and
prosperity, luxury and quality, prestige and sophistication, value and elegance, the color
psychology of gold implies affluence, material wealth and extravagance. For more on the
color
gold
White is color at its most complete and pure, the color of perfection. The color meaning
of white is purity, innocence, wholeness and completion. For more on the color white
Black is the color of the hidden, the secretive and the unknown, creating an air of
mystery. It keeps things bottled up inside, hidden from the world. For more on the color
black

Sign as Non Verbal Communication

Signs are nonverbal units of expression. A natural sign is a physical indicator, such as
smoke as an indication of the presence of fire. Signs also are called signals or cues.
Semiotics identifies three types of signs: symbols, indices and icons.
A symbol stands in place of an object. It may be a physical object such as a flag
standing for
patriotism and national pride, a cross with strong religious meaning for Christians, even
the Nike swoosh or the McDonalds arches. Or it may be a word or phrase, such as the
Allaho Akbar printed in Arabic on flags or head bands. Symbols often have a
metaphorical quality, such as the symbol of water as a sign of life or purity, as in the
ritual washing in religious ceremonies. Likewise, people sometimes serve as symbolic
signs, such as Adolph Hitler being considered as a face of hatred, Mother Teresa as a face
of compassion, or Nelson Mandela or Malcolm X as faces of human struggle for dignity.
An index points to something beyond itself. It is an indicator, such as words like "big"
and
arrows. An index also is sometimes called a natural sign because the relationship between
the
word and what it signifies is natural, such as smoke being an indexical sign of fire.
An icon is a representation of an object that produces a mental image of the object
represented. For example, the word tree, arbre and ki evoke a mental image only if you
understand English, French and Japanese respectively. But the picture of a tree conjures
up "tree" in the brain regardless of language ability. For this reason, icons often are used
by computers and by the transportation and travel industry where customers with many
different language backgrounds can nevertheless understand restroom icons such as
andor hospitality such as and .