Org 536 final portfolio

Best Practices in Business Writing and Communication

By: Maria Soto

• Effective and ethical business communication

• Professionalism in the workplace

• Intercultural business communication

• Writing tips for the business professional

• The use of electronic messages and digital media for business communication

• Business presentation

• Business reports, plans and proposals

Index

Effective and ethical business communication

People are not innately effective communicators said Guffey and Loewy (2011), it takes dedication and training to develop these skills.

What is communication?

As described in CSU-Global Module 1 (2014), communication is the action of transmitting information and meaning. Moreover, CSU-Global Module 1 (2014) stated that effective communication is achieved when the receiver of the message understands it as anticipated.


Effective communication is best achieved if the sender proactively foresees problems related to how a message might be received stated Guffey and Loewy (2011). Newman and Ober (2012) added that a person’s mental filter, frame of reference, culture and experience, affects the meaning someone assigns to a message.

This video provides excellent communication tips (Communication skills training. Retrieved from http://youtu.be/K15caOnOois, 2014).

http://youtu.be/K15ca0n0ois


http://youtu.be/K15ca0n0ois

Non-verbal communication?

Body language, posture, eye contact, facial expressions and gestures all are part of non-verbal communication (Guffey & Loewy, 2011).

Click the link below to watch a video on what body language is and for tips on how to improve one’s body language (Body language at work by Peter Clayton. Retrieved from https://www.youtube.com/watch?v=t-eC2QQ-nSM, 2014).

Body language at work by Peter Claytonhttps://www.youtube.com/watch?v=t-eC2QQ-nSM


https://www.youtube.com/watch?v=t-eC2QQ-nSM

What is ethics?

Ethics refers to a set of governing principles of what is right and wrong (Guffey & Loewy, 2011).

Ethical business communication:

Guffey and Loewy (2011) put it very simple when they said that communicating ethically is simply telling the truth. Newman and Ober (2012) mentioned that the majority of businesses are recognizing that being ethical, is good business. Hence, some steps businesses are taking added Newman and Ober (2012) include establishing a code of ethics, putting in place policies that encourage ethical behavior in organizations, and providing ethics training to employees.

Guffey and Loewy (2011) advised that a way to end rumors at work is by not participating in the conversation and by clarifying misstated information.


Professionalism in the work place

What does it mean to be professional in the workplace?

According to Guffey and Loewy (2011), professionalism refers to a set of competencies and skills such as strong oral and written communication, listening, superior customer service, being a team player, and being able to work with a diverse group of people.

Workplace etiquette as noted by Guffey and Loewy (2011):• Display good manners and use polite words• Respect coworker’s space• Choose the high road in conflict• Agree to disagree

Intercultural business communication

Newman and Ober (2012) described intercultural business communication as communication between people from different cultures.

Newman and Ober (2012) went on to say that effective managers appreciate employees from different cultures and thus, are able to empower them. Guffeyand Loewy (2011) added that effective communicators are aware of their own culture and value the differences.

Organizations doing business abroad, said Newman and Ober (2012) must understand the local culture and communicate using the local language. Newman and Ober (2012) went on to describe low context cultures, which prefer direct communication versus high context cultures, which prefer less words and an indirect approach.



Success in today’s global marketplace comes to those who appreciate and acknowledge differences among people (CSU-Global Module 2, 2014). CSU-Global Module 2 went on to say that business professionals will accomplish a lot by practicing empathy, patience and demonstrating respect.

Click the link to watch a video depicting intercultural communication. (Intercultural communication in the workplace. Retrieved from http://www.youtube.com/watch?v=lUjaNLnWl6o, 2014)

http://www.youtube.com/watch?v=lUjaNLnWl6o

http://www.youtube.com/watch?v=lUjaNLnWl6o

Writing tips for the business professional

Identifying the purpose for writing Guffey and Loewy (2011) said, will save the writer a lot of time. The purpose of business writing varies, Guffey and Loewy (2011) stated, some writers write to solve problems, relay information and to persuade their audience. The 3 x 3 writing process provides the writer three phases to organize his/her writing added Guffey and Loewy (2011); the prewriting phase, the writing phase and the revising phase.


(Guffey and Loewy, 2011)


Guffey and Loewy (2011) went on to recommend:• Adapting messages to the audience.• Using positive language versus negative language.• Being courteous and maintaining a courteous tone.• Selecting bias-free language.

For example, when communicating with an individual with a walking Cark and Stewart (2009) recommend to avoid using words like “lame”, which might be considered derogatory by the receiver. Also, Clark and Stewart (2009) advised against using gender or ethnic identifiers such as “female doctor” or “Indian accountant.”

The use of electronic messages and digital media for business communication

Technology has changed workplace communication and it is good business to capitalize on digital media to engage and listen to customers online (Newman & Ober, 2012). Although companies are relying more and more on electronic communication to keep stakeholders informed or to engage in conversation with them, Guffey and Loewy (2011) emphasized that face-to-face communication is still the preferred mode of communication when delivering hurtful or sensitive news.

For example, when an employee is being laid off Guffey and Loewy (2011) explained, a face-to-face conversation is the ideal approach.

CSU-Global Module 4 (2014) touched on the importance of keeping business information private and cautioned employees about posting content on social media sites that could create legal or financial problems for their company or that could cause the employee his/her job.

The use of electronic messages and digital media for business communication

Positive and negative messages

Guffey and Loewy (2011) stated that all successful positive or negative messages begin with the writing process. Also, selecting the appropriate delivery mode (i.e. email, memorandum, letter, etc.) is an important part of the writing process (Guffey & Loewy, 2011).

Guffey and Loewy (2011) described the direct and indirect strategies when relaying positive or negative news. Guffey and Loewy (2011) went on to recommend using the indirect strategy when the negative news is personally upsetting or unexpected; and the direct strategy when delivering non-damaging news.

Additionally, CSU-Global Module 5 (2014) noted that all business managers at one time or another must deliver bad news, and doing it without legal liabilities is always the final objective.

Positive and negative messages

Business presentation

Guffey and Loewy (2011) reminded us that the text is the heart of the presentation. Furthermore, Newman and Ober (2012) pointed out that a good leader uses text with caution.

Thus, applying the 3x3 writing process to writing a presentation can save money and can help write a clear, succinct and understandable slide show (Guffey & Loewy, 2011).

Once the content is in place, Newman and Ober (2012), advised using graphics to show how points relate to each other or to highlight data, and to insert pictures to make the slides more visually appealing.

Newman and Ober (2012) reminded the presenter that he/she is the main attraction of his/her presentation and that the slide show and the handout are supporting tools.

Business presentation

Business reports, plans and proposals

CSU Global Module 7 (2014) explained that there are different types of reports business executives must write, among them, are informal reports and analytical reports. The 3x3 writing process can help plan, organize and write clear and understandable reports (Guffey & Loewy, 2011).

CSU Global Module 7 (2014) added that it is important for the writer to know when to utilize the direct organizational strategy versus the indirect organizational strategy. Knowing which strategy to use has to do with how well the writer knows his/her audience and the audience’s receptiveness and familiarity with the topic to be presented.

In addition, Guffey and Loewy (2011) suggested presenting a well-organized report, which will make it easier for the reader to follow and comprehend.



Moreover, Guffey and Loewy (2011) pointed out that the direct organizational pattern is used in an informational report that contains neutral information that would be well received by an audience. On the other hand, Guffey and Loewy (2011) went on to say that the indirect strategy is used when information about a problem needs to be presented and when the writer has to persuade the audience to accept his/her recommendations.

A periodic activity report is a good example of an informational report noted CSU-Global Module 7 ( 2014), because it provides updates about regular activities during a particular reporting period.

Conclusion

Once again, the communication process consists of transmittingInformation and meaning, as noted in Figure 1.4 (Guffeyand Loewy, 2011). Guffey and Loewy (2011) went on to say that effective communication happens when the messageis understood as expected.

In Figure 1.5, Guffey and Loewy (2011) highlights the functions of business communication, which are:

-To inform-To persuade-To promote goodwill and

identified the receivers of the communication as the organization’s internal and external stakeholders (Guffey& Loewy, 2011).

Figure 1.4

Figure 1.5

Conclusion

As stated in CSU-Global Module 7 (2014) business writing is part of the job of every business executive . Guffey and Loewy (2011) stated that all business writing becomes easier if a systematic plan is followed. Guffey and Loewy recommended using the 3 x 3 writing process as a tool, since it provides the writer a guide in the prewriting, writing and revising phases. Therefore, the 3 x 3 writing process assists the writer in composing clear, concise and easy to understand written messages (Guffey and Loewy, 2011).

Also, a good writer knows when to use the direct and indirect organization strategies, added Guffey and Loewy (2011). When communicating bad news, Guffey and Loewy (2011) advised using the indirect strategy, and the direct strategy when the news are not damaging to the receiver.

References

Body language at work by Peter Clayton. Retrieved from https://www.youtube.com/watch?v=t-

eC2QQ-nSM, 2014.

Communication skills training. Retrieved from http://youtu.be/K15caOnOois, 2014.

Intercultural communication in the workplace. Retrieved from http://www.youtube.com/watch?v=

lUjaNLnWl6o, 2014.

Clark, T., PhD., & Stewart, J., M.A. (2009). Reflections on exhibiting multicultural fluency in the modern

classroom. The Business Review, Cambridge, 12(2), 114-120.

Colorado State University-Global Campus, (2014). Module 1 – Effective, ethical and professional

business communication [Blackboard encourse]. In ORG 536 – Contemporary business

writing and communication. Greenwood Village, CO: Author.

References

Colorado State University-Global Campus, (2014). Module 2 – Intercultural communication

[Blackboard encourse]. In ORG 536 – Contemporary business writing and communication.

Greenwood Village, CO: Author.

Colorado State University-Global Campus, (2014). Module 4 – Workplace communication: Digital

media and persuasive messages [Blackboard encourse]. In ORG 536 – Contemporary

business writing and communication. Greenwood Village, CO: Author.

Colorado State University-Global Campus, (2013). Module 5 – Workplace communication: Positive

and negative messages [Blackboard encourse]. In ORG 536 – Contemporary business writing

and communication. Greenwood Village, CO: Author.

ReferencesColorado State University-Global Campus, (2014). Module 7 – Effective, Ethical and Professional

Business Communication [Blackboard encourse]. In ORG 536 – Contemporary business

writing and communication. Greenwood Village, CO: Author.

Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.).

Independence, KY: Cengage Learning.

Gunsalus, C. K. (2010). Best practices in communicating best practices. Science and Engineering

Ethics, 16(4), 763-767. doi:http://dx.doi.org/10.1007/s11948-010-9227-1

Newman, A., & Ober, S. (2012). Business communication: In print, in person, online (8th ed.).

Cincinnati, OH: South-Western College Publishers.

Swanson, J. C., Meinert, D. B., & Swanson, N. E. (1994). Business communications: A highly valued core

course in business administration. Journal of Education for Business, 69(4), 235.