The-7-Cs-of-Communication-沟通的七个重点

The7CsofCommunicationAChecklistforClearCommunicationThinkofhowoftenyoucommunicatewithpeopleduringyourday.Youwriteemails,facilitatemeetings,participateinconferencecalls,createreports,devisepresentations,debatewithyourcolleagues…thelistgoeson.Wecanspendalmostourentiredaycommunicating.So,howcanweprovideahugeboosttoourproductivity?Wecanmakesurethatwecommunicateintheclearest,mosteffectivewaypossible.Thisiswhythe7CsofCommunicationarehelpful.The7Csprovideachecklistformakingsurethatyourmeetings,emails,conferencecalls,reports,andpresentationsarewellconstructedandclear–soyouraudiencegetsyourmessage.Accordingtothe7Cs,communicationneedstobe:•Clear.•Concise.•Concrete.•Correct.•Coherent.•Complete.•Courteous.Inthisarticle,welookateachofthe7CsofCommunication,andwe'llillustrateeachelementwithbothgoodandbadexamples.1.ClearWhenwritingorspeakingtosomeone,beclearaboutyourgoalormessage.Whatisyourpurposeincommunicatingwiththisperson?Ifyou'renotsure,thenyouraudiencewon'tbesureeither.Tobeclear,trytominimizethenumberofideasineachsentence.Makesurethatit'seasyforyourreadertounderstandyourmeaning.Peopleshouldn'thaveto"readbetweenthelines"andmakeassumptionsontheirowntounderstandwhatyou'retryingtosay.BadExampleHiJohn,IwantedtowriteyouaquicknoteaboutDaniel,who'sworkinginyourdepartment.He'sagreatasset,andI'dliketotalktoyoumoreabouthimwhenyouhavetime.Best,SkipWhatisthisemailabout?Well,we'renotsure.First,iftherearemultipleDanielsinJohn'sdepartment,Johnwon'tknowwhoSkipistalkingabout.Next,whatisDanieldoing,specifically,that'ssogreat?Wedon'tknowthateither.It'ssovaguethatJohnwilldefinitelyhavetowritebackformoreinformation.Last,whatisthepurposeofthisemail?DoesSkipsimplywanttohaveanidlechataboutDaniel,oristheresomemorespecificgoalhere?There'snosenseofpurposetothismessage,soit'sabitconfusing.GoodExampleLet'sseehowwecouldchangethisemailtomakeitclear.HiJohn,推荐精选推荐精选推荐精选IwantedtowriteyouaquicknoteaboutDanielKedar,who'sworkinginyourdepartment.Inrecentweeks,he'shelpedtheITdepartmentthroughseveralpressingdeadlinesonhisowntime.We'vegotatoughupgradeprojectduetorunoverthenextthreemonths,andhisknowledgeandskillswouldproveinvaluable.Couldwepleasehavehishelpwiththiswork?I'dappreciatespeakingwithyouaboutthis.Whenisitbesttocallyoutodiscussthisfurther?Bestwishes,SkipThissecondmessageismuchclearer,becausethereaderhastheinformationheneedstotakeaction.2.ConciseWhenyou'reconciseinyourcommunication,yousticktothepointandkeepitbrief.Youraudiencedoesn'twanttoreadsixsentenceswhenyoucouldcommunicateyourmessageinthree.•Arethereanyadjectivesor"fillerwords"thatyoucandelete?Youcanofteneliminatewordslike"forinstance,""yousee,""definitely,""kindof,""literally,""basically,"or"Imean."•Arethereanyunnecessarysentences?•Haveyourepeatedthepointseveraltimes,indifferentways?BadExampleHiMatt,IwantedtotouchbasewithyouabouttheemailmarketingcampaignwekindofsketchedoutlastThursday.Ireallythinkthatourtargetmarketisdefinitelygoingtowanttoseethecompany'sphilanthropicefforts.Ithinkthatcouldmakeabigimpact,anditwouldstayintheirmindslongerthanasalespitch.Forinstance,ifwetalkaboutthecompany'seffortstobecomesustainable,aswellasthecharityworkwe'redoinginlocalschools,thenthepeoplethatwewanttoattractaregoingtorememberourmessagelonger.Theimpactwilljustbegreater.Whatdoyouthink?JessicaThisemailistoolong!There'srepetition,andthere'splentyof"filler"takingupspace.GoodExampleWatchwhathappenswhenwe'reconciseandtakeoutthefillerwords:HiMatt,IwantedtoquicklydiscusstheemailmarketingcampaignthatweanalyzedlastThursday.Ourtargetmarketwillwanttoknowaboutthecompany'sphilanthropicefforts,especiallyourgoalstobecomesustainableandhelplocalschools.Thiswouldmakeafargreaterimpact,anditwouldstayintheirmindslongerthanatraditionalsalespitch.Whatdoyouthink?Jessica3.ConcreteWhenyourmessageisconcrete,thenyouraudiencehasaclearpictureofwhatyou'retellingthem.Therearedetails(butnottoomany!)andvividfacts,andthere'slaserlikefocus.Yourmessageissolid.BadExample推荐精选推荐精选推荐精选Considerthisadvertisingcopy:TheLunchboxWizardwillsaveyoutimeeveryday.Astatementlikethisprobablywon'tsellmanyoftheseproducts.There'snopassion,novividdetail,nothingthatcreatesemotion,andnothingthattellspeopleintheaudiencewhytheyshouldcare.Thismessageisn'tconcreteenoughtomakeadifference.GoodExampleHowmuchtimedoyouspendeverydaypackingyourkids'lunches?Nomore!JusttakeacompleteLunchboxWizardfromyourrefrigeratoreachdaytogiveyourkidsahealthylunchANDhavemoretimetoplayorreadwiththem!Thiscopyisbetterbecausetherearevividimages.Theaudiencecanpicturespendingqualitytimewiththeirkids–andwhatparentcouldarguewiththat?Andmentioningthattheproductisstoredintherefrigeratorexplainshowtheideaispractical.Themessagehascomealivethroughthesedetails.4.CorrectWhenyourcommunicationiscorrect,itfitsyouraudience.Andcorrectcommunicationisalsoerror-freecommunication.•Dothetechnicaltermsyouusefityouraudience'slevelofeducationorknowledge?•Haveyoucheckedyourwritingforgrammaticalerrors?Remember,spellcheckerswon'tcatcheverything.•Areallnamesandtitlesspelledcorrectly?BadExampleHiDaniel,Thankssomuchformeetingmeatlunchtoday!Ienjoyedourconservation,andI'mlookingforwardtomovingaheadonourproject.I'msurethatthetwo-weakdeadlinewon'tbeanissue.Thanksagain,andI'llspeaktoyousoon!Best,JackMillerIfyoureadthatexamplefast,thenyoumightnothavecaughtanyerrors.Butoncloserinspection,you'llfindtwo.Canyouseethem?Thefirsterroristhatthewriteraccidentallytypedconservationinsteadofconversation.Thiscommonerrorcanhappenwhenyou'retypingtoofast.Theothererrorisusingweakinsteadofweek.Again,spellcheckerswon'tcatchworderrorslikethis,whichiswhyit'ssoimportanttoproofreadeverything!5.CoherentWhenyourcommunicationiscoherent,it'slogical.Allpointsareconnectedandrelevanttothemaintopic,andthetoneandflowofthetextisconsistent.BadExampleTraci,Iwantedtowriteyouaquicknoteaboutthereportyoufinishedlastweek.IgaveittoMichelletoproof,andshewantedtomakesureyouknewaboutthedepartmentmeetingwe'rehavingthisFriday.We'llbecreatinganoutlineforthenewemployeehandbook.Thanks,Michelle推荐精选推荐精选推荐精选Asyoucansee,thisemaildoesn'tcommunicateitspointverywell.WhereisMichelle'sfeedbackonTraci'sreport?Shestartedtomentionit,butthenshechangedthetopictoFriday'smeeting.GoodExampleHiTraci,Iwantedtowriteyouaquicknoteaboutthereportyoufinishedlastweek.IgaveittoMichelletoproof,andsheletmeknowthatthereareafewchangesthatyou'llneedtomake.She'llemailyouherdetailedcommentslaterthisafternoon.Thanks,MichelleNoticethatinthegoodexample,MichelledoesnotmentionFriday'smeeting.Thisisbecausethemeetingremindershouldbeanentirelyseparateemail.Thisway,Tracicandeletethereportfeedbackemailaftershemakesherchanges,butsavetheemailaboutthemeetingasherremindertoattend.Eachemailhasonlyonemaintopic.6.CompleteInacompletemessage,theaudiencehaseverythingtheyneedtobeinformedand,ifapplicable,takeaction.•Doesyourmessageincludea"calltoaction",sothatyouraudienceclearlyknowswhatyouwantthemtodo?•Haveyouincludedallrelevantinformation–contactnames,dates,times,locations,andsoon?BadExampleHieveryone,Ijustwantedtosendyouallareminderaboutthemeetingwe'rehavingtomorrow!Seeyouthen,ChrisThismessageisnotcomplete,forobviousreasons.Whatmeeting?Whenisit?Where?Chrishaslefthisteamwithoutthenecessaryinformation.GoodExampleHieveryone,Ijustwantedtoremindyouabouttomorrow'smeetingonthenewtelecommutingpolicies.Themeetingwillbeat10:00a.m.inthesecond-levelconferenceroom.Pleaseletmeknowifyoucan'tattend.Seeyouthen,Chris7.CourteousCourteouscommunicationisfriendly,open,andhonest.Therearenohiddeninsultsorpassive-aggressivetones.Youkeepyourreader'sviewpointinmind,andyou'reempathetictotheirneeds.BadExampleJeff,IwantedtoletyouknowthatIdon'tappreciatehowyourteamalwaysmonopolizesthediscussionatourweeklymeetings.Ihavealotofprojects,andIreallyneedtimetogetmyteam'sprogressdiscussedaswell.Sofar,thankstoyourdepartment,Ihaven'tbeenabletodothat.Canyoumakesuretheymaketimeformeandmyteamnextweek?推荐精选推荐精选推荐精选Thanks,PhilWell,that'shardlycourteous!Messageslikethiscanpotentiallystartofficewidefights.Andthisemaildoesnothingbutcreatebadfeelings,andlowerproductivityandmorale.Alittlebitofcourtesy,evenindifficultsituations,cangoalongway.GoodExampleHiJeff,Iwantedtowriteyouaquicknotetoaskafavor.Duringourweeklymeetings,yourteamdoesanexcellentjobofhighlightingtheirprogress.Butthisusessomeofthetimeavailableformyteamtohighlighttheirs.I'dreallyappreciateitifyoucouldgivemyteamalittleextratimeeachweektofullycovertheirprogressreports.Thankssomuch,andpleaseletmeknowifthere'sanythingIcandoforyou!Best,PhilWhatadifference!Thisemailiscourteousandfriendly,andithaslittlechanceofspreadingbadfeelingsaroundtheoffice.（注：可编辑下载，若有不当之处，请指正，谢谢!）推荐精选推荐精选推荐精选