Business Writing and Communication: Best Practices

Business Writing and Communication:

BEST PRACTICES Deborah Prenatt

ORG 536-Contemporary Business Writing and Communication

Colorado State University-Global Campus

Dr. Brian Neff

March 2, 2014

Source: Office.com Clip Art

Writing and communication skills are important …

Types of business communication skills include:

• Listening

• Non-verbal speaking

• Speaking

• Writing

Over half or our time is spent communicating:

Source: http://www.skillsyouneed.com/images/time_spent_communicating.gif(Guffey and Loewy, 2011)

How we communicate at work …

ORALLY WRITTEN

Telephone

Personal Conversations

Meetings

E-mail, letter, fax

Reports, policies, proposals

Web site, blog, wiki

(Guffey & Loewy, 2011)

Source: All Pictures/ Office.com Clip Art

Effective Communication: The purpose of this presentation is to review best practices and tools to

improve your business communication skills including …

(Guffey & Loewy, 2011, p. 15)

Effective Communication: Influences ethics and professionalism

What is ethicsThe International Association of Business

Communicators (IABC) developed an essential Code of Ethics for Professional Communicators.

Business communication must be:• legal • ethical • respectful

(IABC Code of Ethics, 2014)

?(Guffey & Loewy, 2011)

When trying to do the right thing, consider … • if your action is legal • the problem from another perspective

• an alternative approach

•discussing the problem with someone your trust


Standards of right and wrong that guide people when making

decisions.

Development Drill

Review and discuss examples of ethical dilemmas in business:

http://www.businessethicsalliance.org/blog/category/ethical-training-for-your-organization/practice-ethical-scenarios


http://www.businessethicsalliance.org/blog/category/ethical-training-for-your-organization/practice-ethical-scenarios/

What is professionalism

UNPROFESSIONAL COMMUNICATION

• Using slang or profanity when speaking

• Sending sloppy, misspelled communications

• Cute or juvenile e-mail address

• Voice mail messages with music or jokes in the background

• Taking phone calls or sending e-mails during meetings

• Texting during meetings or while driving

PROFESSIONAL COMMUNICATION

• Building credibility with professional speech

• Delivering concise and correctly spelled messages

• E-mail address with first and last name

• Voice mail messages that state your name and instructions for leaving a message

• Turning cell phones off or on vibrate during meetings and conference calls

• Sending professional text messages when necessary


A demeanor that can help you land your dream job, get promoted and be

taken seriously.


Source: Office.com Clip ArtSource: Office.com Clip Art

(Guffey & Loewy, 2011, p. 69)

Effective Communication: Workplace Etiquette

What is workplace etiquette

Ten Tips for Portraying a Positive Image at Work

?(Guffey & Loewy, 2011, p. 69)

Being a courteous, polite, respectful,

employee with good manners.

Development Drill

Encourage awareness at the office: Bring Your Manners to Work Day

Friday September 5, 2014(Eyring, 2013)

http://www.reuters.com/article/2013/09/16/us-etiquette-workplace-idUSBRE98F06920130916


① Arrive on time to meetings.

② Shake hands with a firm but not overpowering grip.

③ Stand to greet people.

④ Remember that your boss is in charge.

⑤ Compliment your coworkers.

⑥ Say “please” and “thank you.”

⑦ Treat cubicles as you would offices with doors.

⑧ Don’t share too much personal information.

⑨ Use a three point introduction for telephone calls. “May I speak to

Betty Businessperson? This is Debbie Prenatt. I am returning her call.”

⑩ Spend at least five minutes with each new person that you meet at a business gathering.

(Guffey, 2014)

Business Writing and Communication.pptx

Effective Intercultural Communication: Adapting to Global Markets and Other Cultures


Three Trends Driving Increased Intercultural Communication:

① Globalization of American Markets and Fair Trade Agreements

● Once underdeveloped nations now have a robust middle class

● Fair Trade agreements make global expansion possible

② Technological Advances in Transportation and the Internet

● Goods are available year round because of supersonic planes

● The internet allows communication across time zones and continents● Geographical location of workers is becoming irrelevant

③ Immigration to Peaceful and Prosperous Countries

● Immigrants are reshaping American and Canadian societies

● Half of the United States workforce will be composed of immigrants in the near future


How can we understand other cultures

FEATURES OF LOW-CONTEXT CULTURES:

GERMANY, NORTH AMERICA

● Values individual achievements

● Encourages competition and confrontation

● Prefers direct verbal interaction

● Relies upon logic

● Able to say “no” directly

● Communicate with detailed messages and literal meanings

FEATURES OF HIGH-CONTEXT CULTURES:

JAPAN, CHINA, MEXICO

● Values group work

● Encourages consensus

● Prefers indirect verbal interaction

● Relies upon context and feeling

● Avoids saying “no” directly

● Communicate with simple messages and ambiguous meanings


Intercultural tolerance depends upon having a basic understanding

of low-context and high-context cultures.

?

(Guffey & Loewy, 2011) (Guffey & Loewy, 2011)

Why is it important to be culturally awareNonverbal Communication:

●Minimize nonverbal communication issues by understanding how the meaning of hand gestures, eye contact and personal space can be interpreted by other cultures.

Verbal Communication:● Use simple English, speak slowly and learn common foreign

phrases.

Written Communication:● Adopt local practices and write clear, concise, grammatically

correct sentences.

Ethical Business Practices:● Apply the principles of doing the right thing (slide 6), if presented with an intercultural, ethical situation.


An understanding of differences in nonverbal, verbal, written

communication and ethics is necessary to work in a global economy.

?

Development Drill

Learn about cultural business practices before you travel or have intercultural

meetings:

http://www.cyborlink.com/



http://www.cyborlink.com/


Effective Communication: Writing Tips for the Business Professional

Writing Tips for the Business ProfessionalSource: Office.com Clip Art

The 3 x 3 Writing Process is a system that can be applied to any written business communication, such as an e-mail message, report or presentation, to ensure that the intended message is communicated and understood by the audience.


Each phase of the writing process including prewriting, writing, and revising will be reviewed in the next three

slides.

Prewrite Analyze Anticipate Adapt

Write Research Organize Compose

Revise Revise Proofread Evaluate


How do you usethe prewriting phase?


The prewriting phase helps the writer determine their writing purpose, identify the audience

and adapt their message.

Questions to ask before you start writing…

❶ Analyze: What is the purpose of the communication?Should the message be delivered in writing, verbally or electronically?

❷ Anticipate: Who is the audience? What do they already know about the topic? How will they respond to the message?

❸ Adapt: How can you adapt your message based on the audience’s knowledge and anticipated reaction? How will the audience benefit from this information?


Prewrite Analyze Anticipate Adapt

How do you usethe writing phase?


The writing phase involves gathering data on the topic,

organizing ideas and composing a first draft.

Breaking down the writing phase into three easy steps….

❶ Research: Gather data on the topic from appropriate sources based on your audience profile.

❷ Organize: Organize the message and position the main idea first. Compile an introduction and conclusion. Continue to group similar ideas together by using lists and outlines.

❸ Compose: Write a first draft quickly by using short sentences.


Write Research Organize Compose

How do you usethe revising phase?


The revising phase involves editing the first draft until the message is clear, concise and

easily understood.

Revising your first draft in three easy steps….

❶ Revise: Edit your message until it coveys the message that you want the audienceto remember. Make sure that it is clear, concise and easy to understand.

❷ Proofread: Review the document for spelling and grammatical errors. Use correct punctuation and cite sources when appropriate.

❸ Evaluate: Does your message achieve the purpose you identified in the prewritingphase? Determine if the message will appeal to the audience’s knowledge and preferences.


Revising Revise Proofread Evaluate

(Radicati & Hoang, 2011)

Effective Communication: Electronic Messages and Digital Media

Understanding Types of Electronic Messages and Digital Media: Electronic mail, Instant messaging, Text messaging, Podcasts and

Blogs, Wikis, Social Networking

TYPES OF ELECTRONIC MESSAGES TYPES OF DIGITAL MEDIA① Podcasts:

● digital media files that can be downloaded from the internet

② Blogs:

● a website with journal entries written by one person

③ Wikis:

● a public or private website, accessible by many users, to post and edit information

④ Social networking:

● sites such as Facebook and LinkedIn allow members to connect and collaborate

① Electronic Mail or email:

● most popular business communication channel ● appropriate for short messages● inappropriate for confidential or lengthy messages

② Instant Messaging or IM:

● more immediate when compared to e-mail● instant communication between two people

logged on to the same service③ Text Messaging

● used to send short messages (under 160 characters) on mobile phones


Electronic messages and digital media are permanent records of communication. Apply the 3 x 3 Writing Process to make sure that you are sending the intended

message through the best communication channel.


How do businesses use electronic messages and digital mediaEmail Communication:

● Email is twice as likely to be used to communicate a business message than the telephone.

Instant Messaging and Texting:● Are simple ways to communicate short messages quickly.

Podcasts or Blogs:● Both tools are good for improving customer relations and for

marketing new products.

Wikis:● Are a good for tools for a team to manage calendars and projects.

Social Networking:● Is used to connect with customers, the public and create e-commerce business opportunities…


Electronic messages and digital media channels are used to communicate

information quickly and connect with both employees and customers.

?

Development Drill

Learn about how to use email more effectively by reading the section of the

presentation handout entitled:

Tips for Effective Email Communication




Effective Communication: Positive and Negative Messages

Positive and Negative Messages: Applying the 3 x 3 Writing Process and Direct/Indirect Strategies


The majority of businessmessages are positive; however, you need to plan how to deliver bad news in advance.

① Determine if the message is positive, negative or persuasive

● The majority of business messages delivered are positive.● Negative messages deliver bad news.● Persuasive messages convince the audience to see your point of view.

② Identify the appropriate channel for delivering the news

● An e-mail or memo is fine for communicating a positive message. ● A face-to-face meeting is appropriate when conveying a negative message.● Direct delivery methods communicate positive messages right away. An

indirect method delays the delivery of bad news by discussing positive points first.

③ Confirm how the message will be received by a multi-cultural audience

● It is important to be sensitive to different cultures and how they receive bad news.

DevelopmentDrill


Learn about how to use persuasive messages by reading the section of the presentation

handout entitled:

Positive, Negative & Persuasive Messages for Business

How can youdeliver positive and negative messages professionally

POSITIVE MESSAGES

• Always apply the 3 x 3 Writing Process when composing a positive message.

• Email should be used for short communications.

• Memos or letters should be used when a permanent record is required.

• Positive messages can make a request, respond to a customer inquiry, or request action as a result of a claim.

NEGATIVE MESSAGES

• Always apply the 3 x 3 Writing Process when composing a negative message.

• Never deliver bad news using email.

• Explain the situation clearly and concisely.

• Convey the message with sympathy and empathy.

• Be aware of ethical or legal issues that apply to the negative situation and avoid any potential liability.


Choose an appropriate communication channel and

strategy when sending a positive or negative message.


• Be aware of tone, appropriate message structure, and salutations when sending an intercultural message.

Source: Office.com Clip Art Source: Office.com Clip Art

(Messier, 2013)

Effective Communication: Business Presentations

Why are better presentationsimportant ?


How much a business person enjoys effective public speaking is the number one predictor of

career success.

Five Easy Steps to Create

Better Presentations

① Audience● Understand how the topic appeals to listener and earn their respect.

② Topic

● Point out why you are qualified and the key points that you want the audience to remember.

③ Structure

● Select appealing text, slide background, color and fonts.● Use six bullets per screen, six words per bullet.

④ Information● Use the 3 x 3 Writing Process to prewrite, write and revise your content.

⑤ Reveal● Decide how to deliver the presentation either in-person, by e-mail or on-line .


Kawasaki’s 10/20/30 Rule of PowerPoint


10 Slides


20 Minutes

30 Point Font

● The optimal number of slides in a business presentation.

● Deliver the presentation in twenty minutes and haveforty minutes left for discussion.

● Helps to make your point in a clear and concise mannerby using fewer words.

These guidelines help to keep the audience attentive, gives the listener time to ask questions and makes the information easy to understand.


Effective Communication: Business Reports, Proposals and Plans

What is the differencebetween a formal and informal report

EXAMPLES OF INFORMAL REPORTS:

SALES REPORTS, MEETING SUMMARIES, PROJECT UPDATES

● Used less frequently than informal reports

● Can be prepared by individuals or teams

● Includes the four components of an informal report plus the six additional components below:

❶ Cover Page ❹ List of Figures

❷ Title Page ❺ Executive Summary

❸ Table of Contents ❻ List of References

EXAMPLES OF FORMAL REPORTS:

ANNUAL REPORTS, BUDGETS, BUSINESS REVIEWS

● Used frequently to communicate data

● Can be prepared by individuals or teams

● May be a foundation for a formal report

● Includes the following components:

❶ Introduction

❷ Body

❸ Conclusion

❹ Recommendations


Formal reports are longer than

informal reports and have a structured format that is used to convey information

to an internal or external audience.?

(Guffey and Loewy, 2011)

What are proposals and business plans

CHARACTERISTICS OF PROPOSALS:

WRITTEN OFFERS TO SOLVE A PROBLEM

● Used to support creating a new business

● Includes five basic components:

❶ Executive Summary/Vision Statement

❷ Company Description

❸ Operations/Management Structure

❹ Financial Analysis

❺ Appendixes

CHARACTERISTICS OF BUSINESS PLANS:

WRITTEN PLAN OUTLINING A STRATEGY

● Used to outline solutions to problems

● May be informal (2 to 4 pages) or formal (5+ pages)

● Can be presented in hard copy form or on-line

● Includes a minimum of six basic elements:

❶ Introduction ❺ Budget

❷ Body ❻ Authorization Request

❸ Conclusion

❹ Recommendations


Proposals are written solutions to

solve problems that are either formal or informal in structure. Business plans are

formal documents that define the structure of a new business.

?

(Guffey and Loewy, 2011)

Why is the conclusionof a presentationso important ?


The audience is most likely to remember the content of the conclusion more than any other

part of the presentation.

Three Goals to Achieve When

Preparing a Conclusion

① Summarize the main points of the presentation

● Lead the audience to the close of the presentation by introducing thesummary with a statement such as “In summary, the purpose of thispresentation has been to ….”

② Leaves the audience with a specific take-away

● Tie in the message of the presentation with a memorable punch line thatleaves a positive impression with the audience

③ Include a statement that allows you to end the presentation with grace● The final closing statement should provide the audience a final focus and

with a statement such as “This concludes my presentation on ….”


Effective Communication: I would like to leave you with a few thoughts as we come to the conclusion

of this presentation …

Effective Communication: In conclusion, by following the best practices in business writing and communication

outlined in this presentation you will be able to …

Thank you!

References

Business Ethics Alliance. (2013, May 30). Everyday organizational ethics quandries. Retrieved from http://www.businessethicsalliance.org/blog/category/ethical-training-for-your-organization/practice-ethical-scenarios/

Cyborlink. (2014). International business etiquette, manners and culture. Retrieved from http://www.cyborlink.com/

Eyring, P. (2013, September 16). Modern etiquette: Minding your manners in the workplace. Retrieved from http://www.reuters.com/article/2013/09/16/us-etiquette-workplace-idUSBRE98F06920130916

Guffey, M. E. (2014). Guide to business etiquette and workplace manners. Retrieved from http://www.cengage.com/resource_uploads/static_resources/0324223048/5974/etiquett.html

Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th Ed.). Independence, KY: CengageLearning.

International Association of Business Communicators. (2014). IABC code of ethics for professional communicators. Retrieved from http://www.iabc.com/about/code.htm

Messier, J. F. (2013, October 14). 11 best quotes about live PowerPoint Presentations by Seth Godin. [Web log post].

Retrieved from http://newsalespresentation.com//11-quotes-live-powerpoint-presentations-seth-godin

Radicati, S. & Hoang, Q. (2011). Email statistics report, 2011-2015. Retrieved from http://www.radicati.com