The Six Cs of Effective Messages

1. The Six Cs of Effective Messages Chapter 2

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. • Review messages for correct content, mechanics, and appearance. • Determine whether a message meets the completeness criteria of who, what, when, where, why, and how.

3. Courtesy • Helps maintain good will by showing concern for the reader. • Goodwill is a feeling of confidence based on honesty and reliable service.

4. 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.

5. 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.

6. blame complaint criticize damaged doubt failed fear lazy never no not sorry Negative words to avoid

7. 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.

8. 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

9. Respond to messages promptly • timelines is the watchword for diplomatic communication. Prompt responses enhance the effectiveness of written communication.

10. 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.

11. 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.

12. 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.

13. 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.

14. Completeness • To have a complete message you must include answers to : Who, what, when, where, why, how

15. 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.