口语资料考试资料.docx

口语资料考试资料.docx

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口语资料考试资料

The7CsofCommunication

AChecklistforClearCommunication

MessagesmustalwaysbeCLEAR.

©iStockphoto/pavlen

Thinkofhowoftenyoucommunicatewithpeopleduringyourday.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.Clear

Whenwritingorspeakingtosomeone,beclearaboutyourgoalormessage.Whatisyourpurposeincommunicatingwiththisperson?

Ifyou'renotsure,thenyouraudiencewon'tbesureeither.

Tobeclear,trytominimizethenumberofideasineachsentence.Makesurethatit'seasyforyourreadertounderstandyourmeaning.Peopleshouldn'thaveto"readbetweenthelines"andmakeassumptionsontheirowntounderstandwhatyou'retryingtosay.

BadExample

HiJohn,

IwantedtowriteyouaquicknoteaboutDaniel,who'sworkinginyourdepartment.He'sagreatasset,andI'dliketotalktoyoumoreabouthimwhenyouhavetime.

Best,

Skip

Whatisthisemailabout?

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.

GoodExample

Let'sseehowwecouldchangethisemailtomakeitclear.

HiJohn,

IwantedtowriteyouaquicknoteaboutDanielKedar,who'sworkinginyourdepartment.Inrecentweeks,he'shelpedtheITdepartmentthroughseveralpressingdeadlinesonhisowntime.

We'vegotatoughupgradeprojectduetorunoverthenextthreemonths,andhisknowledgeandskillswouldproveinvaluable.Couldwepleasehavehishelpwiththiswork?

I'dappreciatespeakingwithyouaboutthis.Whenisitbesttocallyoutodiscussthisfurther?

Bestwishes,

Skip

Thissecondmessageismuchclearer,becausethereaderhastheinformationheneedstotakeaction.

2.Concise

Whenyou'reconciseinyourcommunication,yousticktothepointandkeepitbrief.Youraudiencedoesn'twanttoreadsixsentenceswhenyoucouldcommunicateyourmessageinthree.

∙Arethereanyadjectivesor"fillerwords"thatyoucandelete?

Youcanofteneliminatewordslike"forinstance,""yousee,""definitely,""kindof,""literally,""basically,"or"Imean."

∙Arethereanyunnecessarysentences?

∙Haveyourepeatedthepointseveraltimes,indifferentways?

BadExample

HiMatt,

IwantedtotouchbasewithyouabouttheemailmarketingcampaignwekindofsketchedoutlastThursday.Ireallythinkthatourtargetmarketisdefinitelygoingtowanttoseethecompany'sphilanthropicefforts.Ithinkthatcouldmakeabigimpact,anditwouldstayintheirmindslongerthanasalespitch.

Forinstance,ifwetalkaboutthecompany'seffortstobecomesustainable,aswellasthecharityworkwe'redoinginlocalschools,thenthepeoplethatwewanttoattractaregoingtorememberourmessagelonger.Theimpactwilljustbegreater.

Whatdoyouthink?

Jessica

Thisemailistoolong!

There'srepetition,andthere'splentyof"filler"takingupspace.

GoodExample

Watchwhathappenswhenwe'reconciseandtakeoutthefillerwords:

HiMatt,

IwantedtoquicklydiscusstheemailmarketingcampaignthatweanalyzedlastThursday.Ourtargetmarketwillwanttoknowaboutthecompany'sphilanthropicefforts,especiallyourgoalstobecomesustainableandhelplocalschools.

Thiswouldmakeafargreaterimpact,anditwouldstayintheirmindslongerthanatraditionalsalespitch.

Whatdoyouthink?

Jessica

3.Concrete

Whenyourmessageisconcrete,thenyouraudiencehasaclearpictureofwhatyou'retellingthem.Therearedetails（butnottoomany!

）andvividfacts,andthere'slaserlikefocus.Yourmessageissolid.

BadExample

Considerthisadvertisingcopy:

TheLunchboxWizardwillsaveyoutimeeveryday.

Astatementlikethisprobablywon'tsellmanyoftheseproducts.There'snopassion,novividdetail,nothingthatcreatesemotion,andnothingthattellspeopleintheaudiencewhytheyshouldcare.Thismessageisn'tconcreteenoughtomakeadifference.

GoodExample

Howmuchtimedoyouspendeverydaypackingyourkids'lunches?

Nomore!

JusttakeacompleteLunchboxWizardfromyourrefrigeratoreachdaytogiveyourkidsahealthylunchANDhavemoretimetoplayorreadwiththem!

Thiscopyisbetterbecausetherearevividimages.Theaudiencecanpicturespendingqualitytimewiththeirkids–andwhatparentcouldarguewiththat?

Andmentioningthattheproductisstoredintherefrigeratorexplainshowtheideaispractical.Themessagehascomealivethroughthesedetails.

4.Correct

Whenyourcommunicationiscorrect,itfitsyouraudience.Andcorrectcommunicationisalsoerror-freecommunication.

∙Dothetechnicaltermsyouusefityouraudience'slevelofeducationorknowledge?

∙Haveyoucheckedyourwritingforgrammaticalerrors?

Remember,spellcheckerswon'tcatcheverything.

∙Areallnamesandtitlesspelledcorrectly?

BadExample

HiDaniel,

Thankssomuchformeetingmeatlunchtoday!

Ienjoyedourconservation,andI'mlookingforwardtomovingaheadonourproject.I'msurethatthetwo-weakdeadlinewon'tbeanissue.

Thanksagain,andI'llspeaktoyousoon!

Best,

JackMiller

Ifyoureadthatexamplefast,thenyoumightnothavecaughtanyerrors.Butoncloserinspection,you'llfindtwo.Canyouseethem?

Thefirsterroristhatthewriteraccidentallytypedconservationinsteadofconversation.Thiscommonerrorcanhappenwhenyou'retypingtoofast.Theothererrorisusingweakinsteadofweek.

Again,spellcheckerswon'tcatchworderrorslikethis,whichiswhyit'ssoimportanttoproofreadeverything!

5.Coherent

Whenyourcommunicationiscoherent,it'slogical.Allpointsareconnectedandrelevanttothemaintopic,andthetoneandflowofthetextisconsistent.

BadExample

Traci,

Iwantedtowriteyouaquicknoteaboutthereportyoufinishedlastweek.IgaveittoMichelletoproof,andshewantedtomakesureyouknewaboutthedepartmentmeetingwe'rehavingthisFriday.We'llbecreatinganoutlineforthenewemployeehandbook.

Thanks,

Michelle

Asyoucansee,thisemaildoesn'tcommunicateitspointverywell.WhereisMichelle'sfeedbackonTraci'sreport?

Shestartedtomentionit,butthenshechangedthetopictoFriday'smeeting.

GoodExample

HiTraci,

Iwantedtowriteyouaquicknoteaboutthereportyoufinishedlastweek.IgaveittoMichelletoproof,andsheletmeknowthatthereareafewchangesthatyou'llneedtomake.She'llemailyouherdetailedcommentslaterthisafternoon.

Thanks,

Michelle

Noticethatinthegoodexample,MichelledoesnotmentionFriday'smeeting.Thisisbecausethemeetingremindershouldbeanentirelyseparateemail.Thisway,Tracicandeletethereportfeedbackemailaftershemakesherchanges,butsavetheemailaboutthemeetingasherremindertoattend.Eachemailhasonlyonemaintopic.

6.Complete

Inacompletemessage,theaudiencehaseverythingtheyneedtobeinformedand,ifapplicable,takeaction.

∙Doesyourmessageincludea"calltoaction",sothatyouraudienceclearlyknowswhatyouwantthemtodo?

∙Haveyouincludedallrelevantinformation–contactnames,dates,times,locations,andsoon?

BadExample

Hieveryone,

Ijustwantedtosendyouallareminderaboutthemeetingwe'rehavingtomorrow!

Seeyouthen,

Chris

Thismessageisnotcomplete,forobviousreasons.Whatmeeting?

Whenisit?

Where?

Chrishaslefthisteamwithoutthenecessaryinformation.

GoodExample

Hieveryone,

Ijustwantedtoremindyouabouttomorrow'smeetingonthenewtelecommutingpolicies.Themeetingwillbeat10:

00a.m.inthesecond-levelconferenceroom.Pleaseletmeknowifyoucan'tattend.

Seeyouthen,

Chris

7.Courteous

Courteouscommunicationisfriendly,open,andhonest.Therearenohiddeninsultsorpassive-aggressivetones.Youkeepyourreader'sviewpointinmind,andyou'reempathetictotheirneeds.

BadExample

Jeff,

IwantedtoletyouknowthatIdon'tappreciatehowyourteamalwaysmonopolizesthediscussionatourweeklymeetings.Ihavealotofprojects,andIreallyneedtimetogetmyteam'sprogressdiscussedaswell.Sofar,thankstoyourdepartment,Ihaven'tbeenabletodothat.Canyoumakesuretheymaketimeformeandmyteamnextweek?

Thanks,

Phil

Well,that'shardlycourteous!

Messageslikethiscanpotentiallystartofficewidefights.Andthisemaildoesnothingbutcreatebadfeelings,andlowerproductivityandmorale.Alittlebitofcourtesy,evenindifficultsituations,cangoalongway.

GoodExample

HiJeff,

Iwantedtowriteyouaquicknotetoaskafavor.Duringourweeklymeetings,yourteamdoesanexcellentjobofhighlightingtheirprogress.Butthisusessom