The Six Cs of Effective Messages. Chapter 2. Objectives. Revise messages to reflect courtesy. Revise messages to enhance clarity. Apply techniques that ensure concise messages. Make messages concrete by providing specific information.
A. You attitude: Project empathy into business messages, replace
I or We with you or
your, and address the receiver by name.
Example: I / We
I will issue a $25.82 credit to you on your December invoice.
You will receive a $25.82 credit on your December invoice.
Positive words show respect for the reader and reflect the you attitude.
Negative: Never allow customers to shop without first greeting them.
Positive: Always greet customers as soon as they arrive.
Select appropriate words
Place words in orderly sequence.
Limit use of it and there
Position phrases correctly.
Position clauses correctly.
Keep sentences short.
Establish contact with the reader.
Use precise modifiers.
Avoid opinions or generalizations.
Provide specific details.
To produce correct messages:
a. use a dictionary: verify the spelling
b. select correct words and phrases.
c. insert appropriate punctuation.
d. Check names, places, dates, times, and amounts.
e. Evaluate message appearance.
Who, what, when, where, why, how
Courtesy: Show concern for the intended receiver.
Clarity: Compose messages that are simple and easy to understand.
Conciseness: State what needs to be said in as few words as possible.
Concreteness: Convey a message with precise terms.
correctness: provide accurate details in an acceptable format.
Completeness: Include all pertinent information.