BUSINESS WRITING & COMMUNICATION

BEST PRACTICES

Stephanie L. BergstromORG536-1– Contemporary Business Writing and

CommunicationColorado State University – Global Campus

Dr. Phillip JacksonOctober 27, 2013

Introduction

The ability to communicate is the most important skill employees can possess in today’s workforce. Employers seek staff with exceptional communication skills, as these employees can easily convey a company’s message. As well, good communicators can deliver ideas, carry out expectations and remove barriers between staff, customers and management.

EFFECTIVE & ETHICAL COMMUNICATION

Communicate {effectively}

Four communication channels provide a

varied and expansive way for people to

transmit and receive information. These methods must be

used when appropriate and according to the message being

delivered.

Orally

In Writing

Electronically

In Person

Formal vs. Informal Channels

• Open, free-flowing

• Consistent

• Flows in three directions

• Downward

• Upward

• Horizontal

• Grapevine

• Social relationships

• Organizationally relevant gossip

Intercultural Communication

An ever-increasing global workforce has expanded the need for employees to make understanding diversity a priority. Employees must embody inclusive attitudes, while increasing their awareness of the office environment. As well, using skills that foster understanding between culturally diverse stakeholders is fundamental.

Maintain Formality

Write/Speak Clearly

Show Respect

Be Inclusive

Ethical Considerations Balancing the standards of right and wrong are critical in the workforce.

Employers implement a variety of policies, procedures and workplace trainings to foster ethical behavior.

Code of ethics support respect, responsibility, fairness, honesty and compassion. These codes provide a guideline for employees to follow in the workplace.

Mission statements Ethics Hotlines Compliance

officers

WORKPLACE PROFESSIONALISM

Etiquette & Manners

What?

Listen

Language

Respect

Attitude

Formal Rules

vs.

WRITING TIPS

Purposeful Persuasive

Economical Audience Oriented

Business

Messages

• Prewriting• Writing• Revising

3 x 3Process

Audience

The audience is the most important factor in business writing. When creating a business presentation or sending business messages, writers need to review a few factors regarding the audience…

Who is the Audience?

What is the relationship?

How will audience react to message?

What does audience know?

Information, Information!

Research

Brainstorm

Outlines

Patterns

Lists

Use formal & informal research methods.• Check files• Conduct surveys• Interview• Scientific experiments• Go to the source

Clear it up!

REVISING THE FINAL PRODUCT

Eliminate flabby expressions.

Limit long lead-ins.

Reject redundancies.

Purge empty words.

ELECTRONIC MESSAGES & MEDIA

Electronic Channels

Electronic communication is an efficient and quick way to transmit information from writer to recipient.

Writers must remember to compose messages professionally and review the pros and cons of choosing a specific message type.

Additionally, companies can utilize electronic channels to promote their company, new products or enhancements. This is an innovative way for companies to reach consumers, employees and other stakeholders.

Messages

Text/IM

Wiki/Blog

Podcast

E-mail

Social Networking

Online communities

Extend company reach

Build relationships

Promote brand recognition

POSITIVE & NEGATIVE MESSAGES

Delivering Good News

Analyze• Purpos

e

Anticipate

• Reaction

Adapt

• Delivery Method

E-mailsMemosLetters

Open with clear statement.

Close with appreciation

and action request.

Sharing Bad News

Clearly explain Remain professional Be empathetic &

sensitive Be fair Maintain friendly

relations

Avoid abusive language

Eliminate careless language

Apologize sincerely Explain clearly Close pleasantly

REPORTS, PLANS, PROPOSALS

Submitting Information

Identify purpose Discuss goals Organize details Discuss resolution

Purpose of

Reports, Proposals & Plans

Provide service

s

Sell equipment

Solve proble

ms

BUSINESS PRESENTATIONS

Effective & Professional Know your audience Capture attention

Text is the foundation Use templates Visual appeal Special effects

Create hyperlinksAsk for interactionTransfer to the

Internet

 REFERENCE:

GUFFEY, M., & LOEWY, D. (2011). BUSINESS COMMUNICATION: PROCESS AND PRODUCT(7TH ED.). INDEPENDENCE, KY: CENGAGE LEARNING. ISBN--‐13:9780538466257