ENG201 LESSON 9 THE SEVEN C’S OF EFFECTIVE COMMUNICATION II

LESSON 9: The Seven C’s of Effective Communication II

1. What does “Consideration” mean in the context of the seven C’s?
   Answer: Consideration means preparing every message with the message receiver in mind, showing empathy and understanding of their needs and perspectives.
2. What are the three specific ways to indicate consideration in business communication?
   Answer: The three ways are: focus on ‘you’ instead of ‘I’ or ‘we’, show audience benefit or interest, and emphasize positive and pleasant facts.
3. What are the three guidelines for composing concrete and convincing messages?
   Answer: The three guidelines are: use specific facts and figures, put action in your verbs, and choose vivid, image-building words.
4. What is the “you-attitude”?
   Answer: The you-attitude is a style of writing that focuses on the reader’s interests, needs, and perspective, often by using the word “you” and highlighting what the reader will receive or gain.
5. When is it sometimes appropriate to use the passive voice instead of the active voice?
   Answer: It is appropriate to avoid personal, blunt accusations; to stress the object of the action; or when the doer is not important in the sentence.
6. What are the “deadly” verbs that often hide action in “quiet” nouns?
   Answer: The seven verbs are: be, give, have, hold, make, put, and take.
7. What is the benefit of using concrete facts and figures?
   Answer: Using concrete facts and figures ensures the receiver knows exactly what is desired and increases the likelihood the message will be interpreted as intended.
8. What is one way to “emphasize positive and pleasant facts”?
   Answer: One way is to stress what can be done instead of what cannot be done, and to focus on words the recipient considers favorable.
9. Explain how focusing on “you” instead of “I” or “we” demonstrates consideration.
   Answer: It demonstrates consideration by shifting the focus from the writer’s interests to the reader’s benefits, needs, and perspective, making the message more audience-oriented and persuasive.
10. Why is it important to “show audience benefit or interest” in a message?
    Answer: Showing benefit gives the reader a motive for complying with a request or accepting information, as people react positively when they see how an action will help them or meet their needs.
11. Explain the difference between denotative and connotative words.
    Answer: Denotative words have a direct, explicit, dictionary-based meaning. Connotative words carry associative or emotional meanings beyond their literal definition.
12. How does putting “action in your verbs” contribute to concreteness?
    Answer: Action verbs make sentences more specific, personal, concise, and emphatic, creating a more dynamic and vivid message compared to using passive verbs or hiding action in nouns.
13. Describe a situation where using the passive voice would be more tactful than the active voice.
    Answer: Using the passive voice is more tactful when delivering bad news, such as writing “The October check was not included” instead of the more blunt “You failed to include the October check.”
14. How can using “vivid, image-building words” improve a business message?
    Answer: Vivid words, such as those used in comparisons or figurative language, make the message more forceful, specific, and memorable, helping the reader to visualize and engage with the content.
15. Why should a writer avoid overusing the word “you”?
    Answer: Overusing “you,” especially in negative situations, can sound accusatory or manipulative. It can be balanced by using passive voice or making the receiver part of a group (e.g., “we”).
16. How does the principle of “Consideration” help in building goodwill?
    Answer: By showing that you understand and care about the reader’s situation, problems, and feelings, Consideration builds a positive relationship and fosters goodwill, making the reader more receptive to your message.
17. What is the advantage of using specific facts and figures over general statements?
    Answer: Specific facts and figures are more definite, verifiable, and meaningful, leaving less room for misinterpretation and providing a stronger, more convincing basis for your message.
18. Rewrite the following sentence to show a “you-attitude”: “I am pleased to announce that we have extended our store hours.”
    Answer: Rewritten: “You will be able to shop evenings with our extended store hours.”
19. The following sentence is vague: “Student GMAT scores are higher.” Rewrite it to be more concrete, using the guideline of specific facts and figures.
    Answer: Rewritten: “In 1996, the average GMAT score was 600; by 1997, it had risen to 610.”
20. A memo reads: “The function of this office is the collection of payments and the compilation of statements.” Rewrite it to put the action in the verbs.
    Answer: Rewritten: “This office collects payments and compiles statements.”
21. You need to inform a customer that their order will be delayed. Using the principle of emphasizing positive facts, how could you phrase this news?
    Answer: Instead of “Your order will be delayed,” I could write, “Your order will be shipped next week, ensuring we can include the latest upgrade at no extra charge to you.”
22. The following sentence uses a “deadly” verb and a “quiet” noun: “The committee will give consideration to the report.” Rewrite it to put the action in the verb.
    Answer: Rewritten: “The committee will consider the report.”
23. You are writing a sales letter. What is one example of a “vivid, image-building” word or phrase you could use to describe a reliable product?
    Answer: Instead of “reliable,” I could use a figurative phrase like “built like a tank” or “the workhorse of the industry.”
24. A message to an employee reads: “You must attend the meeting.” Rewrite this using the passive voice to make it less blunt and more formal.
    Answer: Rewritten: “Attendance at the meeting is required.”
25. Analyze the following sentence: “We have need for your response.” How can it be made more concise and concrete?
    Answer: Rewritten: “We need your response.” This version is shorter and uses a stronger, more direct verb.