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04/23/13
1Win ++ Academy http//:weplalit.wordpress.com

 They are:-
1.1. ClarityClarity
2.2. CorrectnessCorrectness
3.3. ConsiderationConsideration
4.4. CompletenessCompleteness
5.5. ConcisenessConciseness
6.6. ConcretenessConcreteness
7.7. CourtesyCourtesy
04/23/13
 According to Francis J. Bergin, there are
7 important C’s of Communication.

 Depends upon 5 factors:
a) Use of Simple, common everyday
words
b) Short & simple sentences
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c)c) Proper PunctuationProper Punctuation
e.g.i) “GO. SLOW WORK IN PROGRESS.”e.g.i) “GO. SLOW WORK IN PROGRESS.”
““GO SLOW. WORK IN PROGRESS.”GO SLOW. WORK IN PROGRESS.”
ii) “The Marketing Manager,” said theii) “The Marketing Manager,” said the
Chairman, “is a fool”.Chairman, “is a fool”.
The Marketing Manager said, “theThe Marketing Manager said, “the
Chairman is a fool”.Chairman is a fool”.
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d) Clarity in Thought
e) Avoid Ambiguity) Avoid Ambiguity
e.g.e.g. Ravi told Ramesh that he was not beingRavi told Ramesh that he was not being
considered for promotion.considered for promotion.
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a) In spelling, grammar & use of language:
e.g. Placing of an adverb ‘only’.
i. Only the report has been checked by the manager.
ii. The report has only been checked by the manager.
iii. The report has been checked by the manager only.
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b) In appearance & form of layout.
c) In information it conveys
d) In tone, formality & style
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a) Adopt the You- attitude.
 We attitude You attitude
i) We are pleased when i) We are grateful
we receive such for the
suggestions from our suggestions you
customers. have made.
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We attitude You attitude
ii) I want to express ii) Thank you for
my sincere thanks your kind words…
for the good words…
iii) We have four iii) You have a choice
different savings of four savings
schemes in which our schemes in which
customers can invest you can invest
their savings. your savings.
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Newspaper Advertisements:
i. You can achieve success by enrolling with us for
a home study course.
ii. Today you need more than an old fashioned
shampoo.
iii. There’s always something special in the air
when you fly with us.
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b) Avoid gender bias.
Sexist Gender Neutral
i. If a customer pays i. A customer who
promptly, he is placed pays promptly is
in our preferred list. placed in our
preferred list.
ii. When a customer ii. When customers
needs service, it is his need service, they
right to ask for it. have the right to
ask for it.
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 Sexist Gender Neutral
iii. A supervisor is iii. A supervisor is
not responsible for not responsible
such losses if he is for such losses if
not negligent. he/she is not
negligent.
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04/23/13Win ++ Academy http//:weplalit.wordpress.com
13
Offensive
Chairman
Manpower
Man –made
Businessman
Gender Neutral
Chairperson,
presiding officer
Personnel, workers
Manufactured, of human
origin
Businessperson, business
executive

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Negative
Complaint department
Down payment
Cheap
Bossed
Positive
Customer Service
department
Initial investment
Economical
Supervised

i. See if you have answered all the questions.
ii. Include all the relevant facts.
iii. Check for ‘5 W’ questions.
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a) Leave out unnecessary words & details:
e.g. Our experience with having Mr.X as credit customer
has been fairly favourable & we are of the opinion that
he may be allowed to enjoy the benefits of a credit
account of a moderate amount.
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Concisely written:
Our experience with having Mr.X as credit
customer has been favourable & we feel that he is
entitled to the benefits of a credit account of up
to Rs.30,000/-.
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 VerboseVerbose
 As per your
instructions
 Attached herewith
 At your earliest
convenience
 For the month of
July
 In compliance with
your request
 This is to thank you
Direct & concise
As instructed
Attached
As soon as you can, soon
For July
As requested
Thank you

 a.a. Use concrete words:Use concrete words:
i.Concrete words are specific & stand for thingsi.Concrete words are specific & stand for things
that exist in the real world.that exist in the real world.
 E.g. deck, chair, roadE.g. deck, chair, road
ii. Abstract nouns have general meanings.ii. Abstract nouns have general meanings.
 E.g. administration, negotiation, incompetence,E.g. administration, negotiation, incompetence,
communicationcommunication
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 b. Putting proper words together:
 E.g. A researcher reporting the
odor of a newly developed cleaning
agent as----
“It has an offensive, nauseating
odor.”
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 Abstract
 A significant loss
 Good attendance
record
 The leading company
 In the near future
 A labor-saving robot
 Concrete
 A 53 percent loss
 100 percent attendance
record
 First among 3,210
competitors
 By noon Thursday
 Does the work of 7
workers

d. Avoid words like----
E.g. high, low, big, small, many, a few, several,
frequent & other such words
Described as opinion or contextual words:
E.g. ‘many’ & ‘a few’
-- Ten students absent in a class of thirty are
‘many’.
-- Ten members absent in a group of hundred are
‘a few’.
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a. Use courtesy words.
b. Express appropriate feelings according to the
situation.
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c. Make other person feel comfortable.
E.g. i. We appreciate your promptness in sending
the goods.
ii. Thank you for sending your quotation so
promptly.
iii. We are sorry to learn that you were
inconvenienced.
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d. Requests must be made courteously.
E.g. i. We would appreciate it very much if you
could send your cheque within three days of
receiving our bill.
ii. Will you please look into this matter at once?
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e. Be attentive & prompt in responding.
f. Tone, choice of words & style of message should
be appropriate, particularly, with unpleasant
messages.
04/23/13

Contact for Seminar –Professional Trainings-Lectures
–Workshops
Prof Lalit Chande-Motivational Coach & Corporate
Trainer
www.winplusplusacademy.com
http://weplalit.wordpress.com
04/23/13

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5. 7 c's of communication

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