1. © 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING 9th Edition Brantley & Miller Effective Communication for Colleges CHAPTER 2 The Six Cs of Effective Messages

2. Effective Communication for Colleges, 9th ed., by Brantley & Miller 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 if a message meets the completeness criteria of who, what, when, where, why, and how.

3. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 3 Six Cs of Effective Messages C C ourtesy Show concern for the intended receiver. C C larity Compose messages that are easy to understand. C C onciseness State what needs to be said in as few words as possible. C C oncreteness Convey a message in precise terms. C C orrectness Provide accurate details in an acceptable format. C C ompleteness Include all pertinent information.

4. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 4 Courtesy  Develop the you attitude.  Use positive words.  Select gender-free terms.  Respond to messages promptly.

5. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 5 Courtesy The “You” Attitude  Project empathy.  Replace I or we with you or your.  Address the receiver by name.

6. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 6 Courtesy Negative Words to Avoid  blame  complaint  criticize  damaged  doubt  failed  fear  lazy  never  no  not  sorry

7. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 7 Courtesy Gender-Free Terms SexistGender-Free  congressman  manpower  mothering  policeman  spokesman  representative  personnel  parenting  police officer  spokesperson

8. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 8 Courtesy Prompt Response  Send congratulations within two days of an event.  Answer requests within five working days of receipt.

9. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 9 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.

10. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 10 Clarity Frequently Confused Words  acceptto take or receive  exceptto leave out; other than  affectto influence or change  effecta result  itsbelonging to it  it’scontraction for it is  layto put or place in position  lieto recline; to be found in a particular place or position  yourbelonging to you  you’recontraction for you are

11. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 11 Clarity Orderly Word Sequence Unclear Word OrderClear Word Order  Attached is your copy.  Printed are the reports.  Missing is the file.  Your copy is attached.  The reports are printed.  The file is missing.

12. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 12 Clarity Orderly Word Sequence  Mia and Kim went to her office.  Mia and Kim went to Mia’s office. or  Mia and Kim went to Kim’s office.  The managers attend sales meetings because they are important.  The important managers attend sales meetings. or  The managers attend important sales meetings. Unclear AntecedentClear Antecedent

13. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 13 Clarity “It” and “There” Indefinite ReferenceImproved Clarity  It is difficult to choose between two qualified candidates.  There are three sections in the report.  Choosing between two qualified candidates is difficult.  The report has three sections.

14. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 14 Clarity Phrases and Clauses Incorrect PositioningCorrect Positioning  I filed the invoices after eating lunch in the central file room.  My pen leaked on the report, which was a gift.  After eating lunch, I filed the invoices in the central file room.  My pen, which was a gift, leaked on the report.

15. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 15 Clarity Sentence Length  State your message in as few words as possible.  The average sentence contains 16 words.  Short sentences are forceful and emphatic.

16. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 16 Conciseness  Eliminate unnecessary words.  Select action verbs and efficient words.  Use necessary modifiers.  Write in the active voice.

17. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 17 Concise When Mrs. Thomas became company president, she learned all the employees’ names. Conciseness Unnecessary Words Wordy When she assumed the presidency of the company, Mrs. Thomas made a decision to become familiar with the names of all of the company’s employees. 25 words 12 words

18. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 18 Conciseness Action Verbs and Efficient Words Concise I promised to consider the circumstances involved. Wordy I made a promise to take into consideration the circumstances surrounding the incident. 13 words 7 words

19. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 19 Concise Expressions AvoidUse  at that point in time  at this time  each and every  I would appreciate it if  in spite of the fact that  then  now  each  please  although  until such time as  until

20. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 20 Conciseness Necessary Modifiers AvoidUse  actual truth  basic fundamentals  consensus of opinion  merge together  repeat again  truth  fundamentals  consensus  merge  repeat  very unique  unique

21. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 21 Conciseness Active Voice Passive VoiceActive Voice  Bonus checks were presented by the team leaders.  The telephone was answered by the new receptionist.  Team leaders presented bonus checks.  The new receptionist answered the telephone.

22. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 22 Concreteness  Establish contact with the reader.  Use precise modifiers.  Avoid opinions and generalizations.  Provide specific details.

23. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 23 Concreteness Establish Contact  Mentally picture the person.  Collect as much background information as possible.  Consider the person’s culture, education, and occupation.  Use concrete words that have well- understood meanings.

24. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 24 Concreteness Precise Expressions Vague ModifiersHow to Avoid  better  big  fast  few  soon  Provide specific information.  State the size or measurement.  State the exact rate of speed.  State a number.  State an exact date or time.  worthwhile  Explain the benefit.

25. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 25 Generalization The seminar was outstanding. Concreteness Opinions and Generalizations Courteous Request Please consider using a photograph on the catalog cover. Opinions We need a photograph on the catalog cover. Specific Information The seminar focused on time-management techniques used by successful executives.

26. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 26 General Information Mr. Jenkins will meet us at 7:30. Concreteness Specific Details Complete Details Mr. Jenkins will meet us in the main lobby tomorrow at 7:30 a.m., which will give us time to review his presentation before the board meeting at 8:00 a.m.

27. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 27 Correctness  Verify spelling.  Select correct words and phrases.  Insert appropriate punctuation.  Check names, places, dates, times, and amounts.  Evaluate message appearance.

28. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 28 Correctness Reference Tools  Dictionary  Thesaurus  Word division manual  Format guide

29. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 29 Correctness Correct Words and Phrases  Homonyms are words that are spelled and pronounced alike but have different meanings.  Homophones are words that sound alike but have different spellings and meanings.

30. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 30 Correctness Parallel Structure Parallel Structure Successful summer interns are concise writers, active listeners, and creative problems solvers. Nonparallel Structure Successful summer interns have good listening skills, write concisely, and are creative when solving problems.

31. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 31 Completeness Who? What? When? Where? Why? How?

32. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 32 Completeness Who?  Who is the intended receiver?  Is the content appropriate for the intended receiver?

33. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 33 Completeness What?  What is your objective?  Will the reader know what to do?

34. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 34 Completeness When?  When should the reader respond?  Have you included complete, accurate details?

35. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 35 Completeness Where?  Where should the reader respond?  Have you identified names, postal and electronic addresses, telephone and fax numbers?

36. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 36 Completeness Why?  Why should the reader respond?  Have you stated a benefit for the reader?

37. Effective Communication for Colleges, 9th ed., by Brantley & Miller Chapter 2 Slide 37 Completeness How?  Have you encouraged a positive response?  Does your message promote goodwill?