the 7 C's of communication

1. COMMUNICATION
Course: BBA
Mrinalini Arora
Faculty-Management

2. CONTENT
• Introduction and importance
• Definition and objectives of comm
unication
• Types of communications
• Principles factors for effective co
mmunication
• Barriers to effective communicati
on
Communica
tion

3. INTRODUCTION
 Effective communication is the medium through
which the organization accomplishes goals.

4. INTRODUCTION
 Effective communication is the “lifeblood” of every
organization as there is exchange of information,
ideas, plans, rules, proposals, contracts and
agreements.
Effective communication happens by
A. Internal Communication
B. External Communication

5. INTERNAL COMMUNICATION
Internal Communication(IC) increases job
satisfaction, safety, productivity and profits for the
company.
IC happens in three ways
1. Down ward communication
2. Upward communication
3. Horizontal communication

6. INTERNAL COMMUNICATION
For example,
1. Downward communication from management
regarding organizational strategy, products,
important issues
2. Upward communication where executives and
mangers seek periodic reports, suggestions,
complaints and problems.
3. Horizontal communication between peers to
prepare for meetings, solve problems, perform job
duties or cooperate on important projects.

7. EXTERNAL COMMUNICATION
Effective communication to people outside the
organization can help create a good reputation
and positive impact.
For example,
Winning a dissatisfied customer, negotiate a
profitable sale, desire for a company’s product or
service, encourage collections

8. BENEFITS OF EFFECTIVE COMMUNICATION
1. Valuable job requirement
2. Essential for promotion

9. COMPONENTS OF COMMUNICATION
Communication is a two-way process of
exchanging ideas and information.

10. COMPONENTS OF COMMUNICATION
 Communication includes 6 components
1. Context
2. Sender-encoder
3. Message
4. Medium
5. Receiver-decoder
6. Feedback

11. COMMUNICATION MODEL

12. PROBLEMS OF COMMUNICATION
 No two people in the world are exactly alike.
 No two cultures or countries are the same.
 Each one brings different attitudes, abilities, cultural
customs to the meaning of the words we use.

13. OVERCOMING COMMUNICATION PROBLEM
1. Conventions of Meanings
e.g. Audience analysis, select the terms with
which the audience has more experience and
understanding.
2. Perceptions of reality
e.g. when inferring use enough data to draw a
valid conclusion
3. Value, attitudes and opinions
e.g. Some people have their own biases and
limited information

15. FORMS OF COMMUNICATION
 Verbal Communication
1. Oral
2. Written
 Non-verbal communication
1. Appearance
2. Body language
3. Silence, time and space

16. HOW APPEARANCE COMMUNICATES
1. Effect on written messages
a) The format, neatness and language of a written
message sends a non-verbal message to the
reader.
b) The title page of a report or a presentation
communicates nonverbally before the contents
are read.
2. Effect on Oral messages
a) Personal appearance – Clothing, hairstyle,
neatness, jewellary, posture are part of personal
appearance and convey impressions

17. HOW BODY LANGUAGE COMMUNICATES
1. Facial expressions
a) Eyes and face can reveal emotions like anger,
confusion, joy, fear enthusiasm
b) Eye contact and facial expression can help or
hinder the verbal message
2. Gestures, postures and movement
a) A relaxed posture communicates a confident
executive
b) An interested listener may lean forward towards
the speaker

18. HOW BODY LANGUAGE COMMUNICATES
3. Voice and sounds
Paralanguage includes voice volume,
articulation, pitch, throat clearing and sighing.
e.g. Discuss the statement,
“You did a great job on this project”
1. Complimenting tone
2. Sarcastic tone

19. HOW SILENCE, TIME AND SPACE
COMMUNICATES
1. Silence
e.g. Think about a written mail to a manager and
getting no response for several weeks.
2. Time and Space
Concept of time and space are culture specific
e.g. Americans and Germans are very punctual and Middle
eastern business people think little on arriving on time.
Americans gave importance to personal space, two person
conversation distance is 18 inches while need for space is less in
Middle east countries

20. MEASUREMENT OF PERSONAL SPACE

21. PRINCIPLE FACTORS FOR EFFECTIVE
COMMUNICATION
 The Seven C’s of effective communication apply for
both Oral and Written communication

22. 1ST C - COMPLETENESS
 Message receivers – either listeners or readers
desire complete information to their questions
 Guideline is
Provide all necessary information – Answer the 5
W’s – who, what, when, where and why
 Example, when booking for merchandise order
online

23. 2ND C - CONCISENESS
 Saying what you want to say in fewest possible words
 Combined with the “you view” the message becomes
interesting for recipients.
 Guideline is
Replace the wordy expressions with concise version
 Example,
 Wordy – Please find attached the list you requested
 Concise – The list you requested is attached

24. 3RD C - CONSIDERATION
 Preparing every message with the message
receivers in mind; try to put yourself in their place
 Guideline is
Focus on “you” instead of “I” or “We”
 Example,
 We – attitude – I am delighted to announce that we have
extended the shopping hours in the evening to make shopping
more convinient
 You – attitude – You are now able to shop evenings with the
extended hours

25. 4TH C - CONCRETENESS
 Being specific, vivid and definite rather than general
and vague
 Guideline is
Use specific facts and figures
 Example,
 She is a brain
 Her CGPA is 3.9 out of a scale of 4

26. 5TH C - CLARITY
 Getting the meaning from your head into the head
of the reader accurately is the purpose of clarity
 Guideline is
When in doubt use more familiar words, audience
will understand better.
 Example,
How many of us understand FAQ, LOL, MOTOS

27. 6TH C - COURTESY
 Courtesy involves being aware not only of the
perspective of others, but also their feeelings
 Guideline is
Be thoughtful and courteous when communicating
with Asian culture, they like soft and polite approach
in written and oral communication
 Example, when using names, treat each gender with respect
 Undesirable – Riya Sen and Shaumik
 Desirable – Riya and Shaumik Mukherjee

28. 7TH C - CORRECTNESS
 Using proper grammar, punctuation and spelling
 Guideline is
Use the right level of language – formal, informal
and sub-standard
 Example,
 Formal – legal documents, scholarly articles they
have long and involved sentences
 E.g. ‘Participate’ is more formal than ‘Join’ that is
less formal a word.

29. TASK
 Set up a list of good English writing viewing news
papers
 E.g. - Heading of a news
- Article that uses wordy expressions
- Using any of the 7 C’s

30. 10 BARRIERS TO EFFECTIVE COMMUNICATION
 1. PHYSICAL BARRIERS
Tangible items that interfere with communication
 2. ATTITUDE
Emotional noise or interfering emotions like sadness,
anger, nervous, confusion, personal agenda,
assertive need to win the argument
 3. SEMANTICS/ LANGUAGE
Slang, Professional jargons, colloquialisms
Different generations, different regions

31. 10 BARRIERS TO EFFECTIVE COMMUNICATION
 4. PHYSIOLOGICAL
Ill health, poor eye sight, pain, hearing difficulty
 5. PROBLEMS WITH ORGANIZATION
STRUCTURE AND DESIGN
Bad information system, lack of supervision and
employee training
 6. CULTURAL NOISE
People make assumptions about cultural
background and associated stereotypes

32. 10 BARRIERS TO EFFECTIVE COMMUNICATION
 7. LACK OF COMMON EXPERIENCE
 8. AMBIGUITY AND OVERUSE OF
ABSTRACTION
Proverbs, using lots of generalizations etc.
 9. INFORMATION OVERLOAD
Too many details can distract the audience from the
important topic
 10. JUMPING TO CONCLUSIONS
Making assumptions without listening to all the facts

33. BARRIERS FOR EFFECTIVE COMMUNICATION

34. BARRIERS FOR EFFECTIVE
COMMUNICATION