Principles of Effective Communication

Lesson 1 The 5 Cs
By the end of this lesson, learners should be able to:

State and differentiate the 5 principles of effective communication.

The 5 Cs
What are the 5 Cs? They are the main principles of effective communication.
1. Correct 2. Clear

3. Complete

4. Courteous

5.Concise

They tend to overlap and affect each other

How do feel and what would you think, if someone says to you:
The service here is so poor! I have been here since 9 a.m. this morning and Im not happy because I need to see someone to help me with my problem Come and see me tomorrow so that we can do something. Dont disturbed me now. All staffs need to cooperate together with their manager. You are so stupid! Why didnt you wrote the letter properly? You had to ask me because you are work with me? Are you understand??!
Discuss with your friends.

So, what do you understand about the 5 Cs?

Correct: Concise: Courteous:

Complete:
Clear:

The 5Cs:
Correct: No mistakes in information or language use (grammar, spelling, vocabulary) Concise: Straight to the important points, in the fewest words possible. Courteous: polite, thoughtful, not too emotional and non-sexist. Complete: Important information included. Answer the Qs of who, what, where, when, why or how. Clear: Specific information, can be easily understood and does not cause confusion.

Task A:
In pairs or groups, try to improve the texts earlier using the 5 principles of effective communication (the 5 Cs). Share the improved versions with the whole class.

Task B:
Individually, improve the sentences below.
1) Last month, the personnel manager look at all applications and call them for interviews. We going to have a meeting next week. Please borrow me some of your notes. I cannot listen you. You repeat again please? We cannot entertain your request and the reason is because we do not have enough manpower to help you. We must meet together to discuss about this problem!

2) 3) 4) 5)
6)

Task B:
Possible improvements:
1) Last month, the personnel manager look at all ^ applications and call them for interviews. We going to have a meeting next week (????). Please borrow me some of your ^ notes(???). I cannot listen you. ^ You repeat again please? We cannot entertain your request and the reason is because we do not have enough manpower to help you. We must meet together to discuss about this problem!

2) 3) 4) 5)
6)

Lesson 2 The 5 Cs, Modals and Sentences connectors

By the end of this lesson, learners should be able to:

State and differentiate the 5 principles of effective communication. Use modals and sentence connectors to enhance effective communication. Evaluate written communication using the 5Cs, appropriate modals and sentence connectors.

Using MODAL AUXILIARIES to support the 5 Cs

Can: May: Might: Should: Had better: Must Will: Would: Q: What are these modal auxiliaries for?

Using MODAL AUXILIARIES to support the 5 Cs

Can/cannot : expresses ability Examples: Birds can fly. KFC can deliver its food but it doesnt do delivery. Could/couldnt : expresses politeness / past form of can Examples: Could you please close the door ? We couldnt attend the meeting yesterday. May/may not: expresses possibility / permission Examples: We may go for a teh tarik later. May I see the CEO tomorrow at 10 a.m.?

Using MODAL AUXILIARIES to support the 5 Cs

Might/might not: expresses possibility Examples: We might give you a call tomorrow. Our customers might not be happy with our offers.

Should/ shouldnt/ Had better/Had better not / Ought to : Gives advice Examples: We should respect each other. You had better not be late for the appointment. We ought to be punctual.

Using MODAL AUXILIARIES to support the 5 Cs

Must/ must not/ have to/ doesnt, dont have to/ have got to/havent got to: expresses necessity Examples: We have to stay healthy. They have to go now. We must provide good products and services. Will/will not/shall/shall not: expresses future, definite action Examples: They will not get their bonuses this year! We shall meet the supplier at 3 p.m. today. Would/would not : expresses politeness/ the past form of will Examples: Would you carry the boxes for me, please? She told me that she would pay the bill.

Task C:

In a group of 5, make 5 sentences with 5 different modal auxiliaries.

Task D:
Have you heard the saying, Actions speak louder than words?

SO. A person from each group shall stand in front of the class and mime the sentence for the other groups to

guess.

Using SENTENCE CONNECTORS to support the 5 Cs

To show emphasis: Most of all, a significant factor, a key feature, the main value, the principal item, the chief factor, a central issue, especially relevant. To show addition of information: Also, another, first of all, last of all, and, furthermore , moreover, then, next, in addition, finally To show contrasting information: But, however, yet, in contrast, on the contrary, on the other hand, conversely, nevertheless

Using SENTENCE CONNECTORS to support the 5 Cs

To show similarity: Like, likewise, just like, just as, in a similar fashion, alike, similarity, similarly, in the same way, as To show cause and effect: Thus, consequently, as a result, because, so, so that, therefore To show illustration: For example, for instance, such as, to illustrate

Task E:
Using some of the sentence connectors, write some notes or a set of instructions to a colleague. (to be exchanged later)

Over a cup of coffee

Funny Letters to Government Agencies
Dear Sirs, please stop my assistance since I got a job begging in October. I am writing the Welfare Dept. to say that my baby was born 2 years old. When do I get my money? I am glad to report that my husband who was reported missing is dead. In accordance with your instructions, I have given birth to twins in the enclosed envelope.

Over a cup of coffee

Excerpts from actual letters to landlords
1. The toilet is blocked and we cannot bathe the children until it is cleared. 2. This is to let you know that there is a smell coming from the man next door. 3. I am writing on behalf of my sink, which is running away from the wall. 4. Our lavatory seat is broken in half and is now in three pieces

Over a cup of coffee

Actual Medical Record Entries Made By Doctors Discharge status: alive but without permission. The patient has been depressed ever since she began seeing me in 1983. The patient refused an autopsy. The patient has no past history of suicides. Patient has left his white blood cells at another hospital. She is numb from her toes down.
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