Effective Communication
Effective communication is about more than just exchanging
information. It's about understanding the emotion and intentions behind
the information.
Here is a story that what I found on the internet. In this case, we will see
a Starbuck’s staff and an angry customer. They had no name, so I gave a
Starbuck’s staff name is Dineal and an angry customer name is Julie.
"I’ve had lots of customer service jobs, but Starbucks was the worst. I got
yelled at for many, many cups of coffee. One customer I won’t forget was
a woman who ordered a caramel Frappuccino with non-dairy milk (coconut
to be specific). Here's the thing: Frappuccino require whole milk or heavy
cream to stay solid longer, meaning non-dairy will melt way faster. When
she ordered it, I informed her of this. She worked next door so she ran
back to work, but of course, came back a short time later. Her Frappuccino
had melted (like I told her it would) and she screamed and shouted that it
wasn’t what she ordered and she demanded another one. We made it and
again, and surprise, surprise it melted once AGAIN. She demanded a
refund, but did not get one since we told her twice that this is what would
happen, and eventually she left with her melted Frappuccino."
Story crd form BuzzFeed.
Photo crd from Alamy.
All of this are Crd from:
World of work project
Clear
it’s important to be clear about the purpose of the message you’re
delivering. It’s essential that the content of the communication is itself
clear. You should avoid jargon, use simple language, use simple structures
and focus on the core points of your message.
Correct
It’s essential that both the factual information and the language and
grammar you use are correct. If your audience spots errors in either, they
will be distracted and your credibility will be greatly reduced. This will
reduce the effectiveness of your communication.
Complete
Completeness is often one of the most important of the 7 Cs of communication.
When creating a message, it’s important to give the recipient all of the
information they need to follow your line of reasoning and to reach the same
conclusions you have.
Concrete
When shaping your communication, you must ensure that you are specific and
that the logic and messages that you’re using fit together, build on each other
and support each other. Your arguments should be based on solid facts and
opinions from credible sources and you should share irrefutable data to support
your argument.
Concise
When communicating messages of this nature it’s important to stick to the
point and keep your messages short and simple. The more you say, the
more risk there is of confusion. Avoid that risk by focusing solely on the
key points you need to deliver.
Considered
If your communications are not coherent, they will not be effective. To
help make sure your communications are considered and coherent you
should have a logical flow and your style, tone and language should be
consistent throughout.
Courteous
You can increase the effectiveness of your communications by being polite
and showing your audience that you respect them. Your messages should
be friendly, professional, considerate, respectful, open and honest.
