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Best Practices in Business Writing and Communication
Jaymie BrainORG 536 – Contemporary Business Writing and Communication
Colorado State University – Global CampusDr. Robert OlszewskiNovember 19, 2013
Introduction
Good business relationships are contingent upon
What is effective communication?
effective communication
(Condron, 2012)
Effective Communication
Communication: The process of exchanging information
Effective: Successful in producing desired intent or results
Effective + Communication = Exchanging information to successfully produce a desired intent or result
(Definition: Communication, 2013; Definition: Effective, 2013; Condron, 2012)
Barriers to Communication
Barriers block, distort, or alter the informationShannon’s Communication Model Examples of barriers:
Non-assertive behavior Task-preoccupation Anger or frustration Personal bias Team diversity Organizational structure Interruptions
Listener Perceived
SenderIntended
Message
Feedback
Barriers to Communication
(Fitchard, 2007)
By identifying barriers and applying countermeasures, people can effectively
communicate
Ethical business communication
Ethics is a corporate and individual concern
ChannelsWrittenVerbalElectronicVisual / In-Person
OriginatorsTeamsCommittee MembersSubject Matter ExpertsIndividuals
Alignment DocumentsMission StatementsConfidentiality AgreementCode of ConductCode of Ethics
Internal CommunicationLegal DocumentsInformal Messages
External CommunicationCorporate AnnouncementsPress Releases
(DeCay, 2011)
Disconnect between internal and external
communications
Formal & Informal Channels
Formal Communication• Supported arguments• Main points fully evolved• Thorough • Limited emotions• Written in third person
Informal Communication• Exploratory• Speculative• Writer-based• Emotional• First person narrative
Internal or external communication may be formal or informal
(Johnson, Donohue, Atkin, & Johnson, 1994)
Intercultural business communication
From individuals or groupswithin or between countries
in a business environment
from different culturesConsiderations:• Directness• Openness • Individualism vs. collectivism• National, corporate, and business cultures• People are members of more than one culture• Corporate policy• Individual preferences
(Varner, 2000)
Intercultural business communication
The ability to communicate, negotiate and effectively work with people from other cultures is vital to business.
To foster understanding:• Maintain formality• Show respect• Communicate clearly• Be inclusive• Limit use of slang, acronyms, and emotions
(Varner, 2000)
Writing tips for the business professional
(Coster, 2010; Guffrey & Loewy, 2012)
The Avoid List• Common grammatical errors• Jargon• Unnecessary use of long words or sentences• Oversimplifying
Writing tips for the business professional
The audience is the most important factor in business writing.
Know the audience
Knowledge level?
Relationship?Possible
reactions?Interest level?
(Guffrey & Loewy, 2000)
Writing tips for the business professional
Use a writing process
(Guffrey & Loewy, 2012)
Prewriting
RevisingW
riting
Writing tips for the business professional
Business messages should bePurposefulEconomicalAudience OrientedPersuasive Remember
PEAP
(Guffrey & Loewy, 2012)
Writing tips for the business professional
The Do List• BLUF - Bottom Line Up Front• Clarity• Use plain English• Limit emotions• Active Voice• Simple, clear, and concise language
(Coster, 2010; Guffrey & Loewy, 2012)
Positive and negative messages
Is the coach conveying a positive or negative message?
How about this coach?
Positive and negative messages
Actions speak louder than words…the technique of reading people is an art.
Body language can• Repeat the message being said• Contradict what words are saying• Substitute for verbal message• Accent or make the message stronger
Over 65% of all communication is non-verbal.(Shukla, 2009)
Positive and negative messages
Positive messages• Convey more information• Are more pleasant to read• Tells what is and what can be done
(Guffrey & Loewy, 2012 ; Shukla, 2009)
Positive and negative messages
Delivering good news:• Open with a clear message• React to the conversation• Close with tasking, action request, or a thank
you
(Guffrey & Loewy, 2012 ; Shukla, 2009)
Positive and negative messages
When delivering bad news:• Explain position clearly and completely• Maintain professionalism• Convey empathy and sensitivity
(Guffrey & Loewy, 2012 ; Shukla, 2009)
Positive and negative messages
Direct or Indirect Strategy• Use a direct strategy for news that is not damaging or that may
be overlooked• Use an indirect strategy for news that is personally upsetting,
may provoke a hostile reaction, or is unexpected (sandwich approach)
(Guffrey & Loewy, 2012 ; Shukla, 2009)
Buffer
Bad News
Closing
Sandwich Approach
Electronic messages and digital media
• Efficient and quick• Select most effective channel, not most
preferred channel • Maintain professionalism• Reach global audience in seconds
(Guffrey & Loewy, 2012)
Choosing Communication Channels
(Guffrey & Loewy, 2012)
Channel Best Use
Blog When one person needs to present information
Email When feedback is necessary
Face to Face For a rich, interactive medium; used for persuasive and bad news
Face to Face – Group When group decisions are important.
Fax When a written record and speed is important across international boundaries
Instant Message When online and need a quick response
Letter When a written record or formality is required
Memo Written record to clearly explain policies and procedures
Phone Call When delivering or gathering information quickly
Report or Proposal When delivering considerable data, internal or external
Voice Mail Message To leave important or routing information for the receiver
Video or Audio Call When members are geographically dispursed
Wiki When digital information must be maid available to otherss
Business Presentations
The Steps• Know the audience• Know the material• Write the speech• Build the presentation• Rehearse & refine• Deliver the Presentation
Strike a balance between boring and
flashy
(Guffrey & Loewy, 2012)
Business reports, plans and proposals
Purpose is to• Solve Problems• Provide services• Sell Products
Framework• Identify purpose in first paragraph• Define and discuss goals• Organize findings• Discuss actions, resolution, or recommendation
(Guffrey & Loewy, 2012)
Key Concepts
A successful business writer must:• Know the audience• Understand the demand for good writing• Know the end state and the path• Be explicit, clear, and concise• Be interesting• Organize thoughts• Select tone and channel for best results• Prewrite, write, revise
(Guffrey & Loewy, 2012)
Additional Resources
• For more information– Essentials of Business Communications– Shockingly effective presentations– Competent Speaker Evaluation Sheet
ReferencesCondron, F. (2012). The 30 best business practices of all time. Profit, 31(2), 33.Coster, H. (2010, May 3). Ten tips for better business writing. Forbes. Retrieved from
http://www.forbes.com/2010/05/03/better-business-writing-leadership-careers-tips.htmlDeKay, S. H. (2011). Doing what’s right: Communicating business ethics. Business Communication Quarterly,
74(3), 287-288. doi:10.1177/1080569911413813Guffrey, M.E. & Loewy, D. (2012).Essentials of business communicaton, 9th edition. Mason, Ohio: Cengage
Learning.Johnson, J., Donohue, W. A., Atkin, C. K., & Johnson, S. (1994). Differences between formal and informal
communication channels. Journal of Business Communication, 31(2), 111-122.Fitchard, K. (2007). Shannon’s specter. Telephony, 248(9), 32-36.Koury, F. (2011). PUT IT IN WRITING. Smart Business Indianapolis, 8(7), 4.Matthews, M. (2008, March). ARA are a great way to showcase best practice. Chartered Accountants Journal.Polito, J. M. (2013). Effective Communication during difficult conversations. Neurodiagnostic Journal, 53(2), 142-
152.Stone, D., Patton, B., & Heen, P. (2010). Difficult conversations: How to discuss what matters most. New York,
NY: Penguin Books.Varner, I. I. (2000). The theoretical foundation for intercultural business communication: A conceptual model.
Journal of Business Communication, 37(1), 39-57.Yates, K. (2008). Becoming an ROI builder: Delivering effective employee communication. Employment Relations
Today (Wiley), 35(1), 19-23. doi:10.1002/ert.20184