In any business environment, adherence to the 7 C’s and the 4 S’s helps the sender in transmitting his message with ease and accuracy. Let’s us take a look at the 7 C’s of communication:
If the sender can establish his credibility, the receiver has no problems in accepting his statement. Establishing credibility is not the outcome of a one-shot statement. It is a long-drawn out process in which the receiver through constant interaction with the sender understands his credible nature and is willing to accept his statements as being truthful and honest.
Once the credibility of the sender has been established, attempts should be make at being courteous in expression. In the business world, almost everything starts with and ends in courtesy. Much can be accomplished if tact, diplomacy and appreciation of people are woven in the message.
Example: Jane:” You can never do things right. Try working on this project. If you are lucky you may not have to redo it.” Jane: “This is an interesting project. Do you think you would be able to do it. I know last time something went wrong with the project, but everyone makes mistakes. Suppose we sat down and discussed it threadbare I’m sure your would be able to do wonders.” The two statements convey totally different impressions. While the first statement is more accusative, the second is more tactful and appreciative of the efforts put in by the receiver at an earlier stage. The crux of the message in both the statements is the same: You want an individual within an organization to undertake a project. The manner in which it is stated brings about a difference in approach. Further, expressions that might hurt or cause mental pain to the receiver should, as far as possible, be ignored. For this it becomes essential that the “I” attitude be discarded in favor of the “you”-attitude. Development of interest in the “you” will perforce make the other individual also see the point of view of the other. At the time of emphasizing the “you-attitude”, only the positive and pleasant “you-issues” should be considered. If it is being used as a corrective measure, then the results are not going to be very positive or encouraging.
Absolute clarity of ideas adds much to the meaning of the message. The first stage is clarity in the mind of the sender. The next stage is the Makes comprehension easier transmission of the message in a manner which makes it simple for the receiver to comprehend. As far as possible, simple language and easy sentence constructions, which are not difficult for the receiver to grasp, should be used.
At the time of encoding, the sender should ensure that his knowledge of the receiver is comprehensive. The level of knowledge, educational background and status of the decoder help the encoder in formulating his message. In case there is any discrepancy between the usage and comprehension of terms, miscommunication can arise. If the sender decides to back up his communication with facts and figures, there should be accuracy in stating the same. A situation in which the listener is forced to check the presented facts and figures should not arise. Finally, the usage of terms should be nondiscriminatory, e.g. the general concept is that women should be addressed for their physical appearance whereas men for their mental abilities. This, however, is a stereotype and at the time of addressing or praising members of both the sexes, the attributes assigned should be the same. Similarly for occupational references. In the business world almost all professions are treated with respect. Addressing one individual for competence in his profession but neglecting the other on this score because of a so-called ‘inferior’ profession alienates the listener from the sender.
The approach to communication should, as far as possible, be consistent. There should not be too many ups and downs that might lead to confusion in the mind of the receiver. If a certain stand has been taken, it should be observed without there being situations in which the sender is left groping for the actual content or meaning. If the sender desires to bring about a change in his understanding of the situation, he should ensure that the shift is gradual and not hard for the receiver to comprehended.
Concrete and specific expressions are to be preferred in favor of vague and abstract expressions. In continuation of the point on correctness, the facts and figures presented should be specific. Abstractions or abstract statements can cloud the mind of the sender. Instead of stating: “There has been a tremendous escalation in the sales figure”, suppose the sender made the following statement: “There has been an escalation in the sales figures by almost 50% as compared to last year.” The receiver is more apt to listen and comprehend the factual details.
The message to be communicated should be as brief and concise as possible. Weighty language definitely sounds impressive but people would be suitably impressed into doing precisely nothing. As far as possible, only simple and brief statements should be made. Excessive information can also sway the receiver into either a wrong direction or into inaction. Quantum of information should be just right, neither too much nor too little.