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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.

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objectives
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.
courtesy
Courtesy
  • Helps maintain good will by showing concern for the reader.
  • Goodwill is a feeling of confidence based on honesty and reliable service.
how to demonstrate courtesy
How to demonstrate courtesy

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/ your

You will receive a $25.82 credit on your December invoice.

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B. Use positive words:

Positive words show respect for the reader and reflect the you attitude.

Example:

Negative: Never allow customers to shop without first greeting them.

Positive: Always greet customers as soon as they arrive.

negative words to avoid
blame

complaint

criticize

damaged

doubt

failed

fear

lazy

never

no

not

sorry

Negative words to avoid
select gender free terms
Select Gender- Free Terms
  • Gender free terms grant both sexes equal status and respect. Terminology that stereotypes or indicates bias against either men or women is called sexiest language.
  • Stereotypes may imply that racial and ethnic groups, women, men, or individuals with disabilities are superior or inferior to others.
examples
Sexist

Policeman

Bellman

Craftsman

Fireman

Foreman

Mailman

waitress

Gender Free

police officer

Customer service assistant

Craft worker

Firefighter

Supervisor or manager

Mail carrier

server

Examples
respond to messages promptly
Respond to messages promptly
  • timelines is the watchword for diplomatic communication. Prompt responses enhance the effectiveness of written communication.
clarity
Clarity
  • Writing easy-to-read and easy-to-understand messages.
  • Points to check messages for clarity:

Select appropriate words

Place words in orderly sequence.

Limit use of it and there

Position phrases correctly.

Position clauses correctly.

Keep sentences short.

conciseness
Conciseness
  • Conciseness means saying what needs to be said in as few words as possible.
  • To develop concise messages that are courteous and clear:
    • Eliminate unnecessary words.
    • Select action verbs and efficient words.
concreteness
Concreteness
  • Conveying a message with precise terms.
  • To write concrete messages:

Establish contact with the reader.

Use precise modifiers.

Avoid opinions or generalizations.

Provide specific details.

correctness
Correctness
  • Correctness means that the details of a message are accurate.

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.

completeness
Completeness
  • To have a complete message you must include answers to :

Who, what, when, where, why, how

summary
Summary
  • Six C’s of effective messages;

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.