Episode 66 | The Four Cs of Better Communication

Episode Introduction

Tired of communication overload? Niamh presents her Four Cs framework to help you send better, more impactful messages. Learn the practical steps to cut through the noise, avoid costly errors, and ensure your communication is always effective.

Episode Summary

The Real Cost of ‘Big Comms’ and Human Biases

Many people feel overwhelmed by the sheer scale of modern workplace communication, or what Niamh calls "Big Comms.” This challenge is broken down into three main elements: volume (too many messages and emails), variety (too many channels, such as text, audio, and visual), and velocity (the speed at which messages arrive).

Poor communication can have a huge financial impact, with some reports suggesting it costs up to $1.2 trillion in the US alone each year. While the technical challenge of "Big Comms" is significant, the human element is just as crucial, including our biases, personal preferences, and assumptions about how others communicate.

Two key biases affect communication: the email urgency bias, where we feel we must reply faster than is necessary, and the email length bias, where short, to-the-point messages are sometimes perceived as incomplete, leading people to add unnecessary “fluff”.

Niamh suggests overcoming these challenges by simply asking colleagues how they prefer to communicate rather than assuming, which can lead to a much better dynamic. She encourages everyone to be a role model and make a small but significant change: try moving 10% toward a colleague’s communication style instead of expecting them to adopt yours.

The Four Cs Framework for Better Communication

To help listeners overcome these hurdles and communicate more effectively, Niamh introduces her Four Cs of Communication: Clear, Concise, Complete, and Considerate.

• Clear means avoiding jargon and acronyms, speaking plainly so everyone can understand.
• Concise means being as short as possible, but no shorter.
• Complete involves giving all the necessary context upfront to reduce follow-up messages. A helpful technique for this is to draft your message, move it down, add the missing context you forgot, and then refine for clarity and conciseness.
• Finally, Considerate means thinking about the receiver: how they will feel and think, and how you want them to act when they receive your message.

Implementing this three-step drafting process alone can significantly improve the quality of your messages and reduce the overall volume of communication.

5 Key Takeaways from the Episode

• Challenge the Urgency Bias: You don’t always need to reply to a message as fast as you received it. Talk to your team to agree on a reasonable response time and slow down a little to improve your message quality.
• Ask for Preferences, Don’t Assume: Stop guessing how your colleagues like to communicate. A quick, open conversation about preferred channels (e.g., email vs. Teams) can significantly improve your dynamic.
• Move 10% in Their Direction: Instead of expecting everyone to communicate your way, try to adapt your style by just 10% to meet others where they are. This small shift can lead to huge positive changes.
• Be ‘Complete’ with Context: Before hitting send, make sure your message or email includes all the necessary context. This prevents follow-up questions, reduces the overall message volume, and saves everyone time.
• Be a Role Model: You can start communicating better today. When you start applying the “Four Cs,” others will notice and follow your lead, creating a positive ripple effect in your team.

Resources and Related Episodes

Webinars with Niamh

About the Host and Podcast

Welcome to The Better Workday Podcast with your host, Niamh Moynihan. Niamh is the founder of Better Workday. She will challenge you to think differently about how you manage your time, energy, attention and relationships at work to be successful while supporting your well-being.

In each episode, Niamh shares new insights and practical ideas to help you create a better workday.

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