Org 536 final presentation

Best Practices for Business CommunicationWRITTEN AND ORAL COMMUNICATION

Importance of Business Communication

Communication is one of top skills required by employers (Gareis, 2006, p. 6).

Effective business communication is essential for success (Dad, 2012, p. 242).

Companies utilize communication to improve brand image (Dad, 2012, p. 242), and reputation.

Communication technology is constantly changing (Gareis, 2006, p. 6). Email, audio conferencing, video conferencing, discussion boards

(Gareis, 2006, p. 6).

Importance of Business Communication (cont.)

Writing Skills are essential due to technology (Guffey & Loewy, 2011, p. 4). People are not working at one remote location (Guffey & Loewy, 2011, p. 4).

“2/3 of salaried employees have some sort of writing responsibility” (Guffey & Loewy, 2011, p. 4).

Personnel with highest 20 percent in writing ability earn 3x more than worst writing ability (Guffey & Loewy, 2011, p. 4).

Communication skills must be learned (Guffey & Loewy, 2011, p. 4).Face to Face, written, and organizational communication are a part of business

(Spaho, 2010, p. 1372)

Ethical Business Communication

“Ethics refer to conventional standards of right and wrongs” (Guffey & Loewy, 2011, p. 24).

Establishing an ethical culture within business. “Abiding by the Law” (Guffey & Loewy, 2011, p. 26).

“Telling the Truth” (Guffey & Loewy, 2011, p. 26).

“Being Objective” (Guffey & Loewy, 2011, p. 27).

Culture will impact employees’ behavior.

Ethical Business Communication

Before you deliver your message as yourself the following ethical criteria: Is it legal? (Guffey & Loewy, 2011, p. 29). What are the alternatives? (Guffey & Loewy, 2011, p. 29). Discuss problem with someone trustworthy (Guffey & Loewy, 2011, p. 29). What if your family knew of your decision? (Guffey & Loewy, 2011, p. 29).

The business and your reputation is based upon behavior and communication. Make sure it is ethical!

Ethical Business Communication (cont.)

Obstacles to ethical behavior and communication: “False necessity trap” (Guffey & Loewy, 2011, p. 31). “Doctrine-of-relative-filth trap” (Guffey & Loewy, 2011, p.

31). “Rationalization trap” (Guffey & Loewy, 2011, p. 31-32). “Ends-justify-the means trap” (Guffey & Loewy, 2011, p. 32).

Businesses and business employees must utilize social media ethically. Reputation of individual and company.

Professionalism in the Workplace

“Being professional goes beyond the way you look” (Castillo, 2012, p. 8). “What you say” (Castillo, 2012, p. 8).

“How you feel” (Castillo, 2012, p. 8).

“What you do” (Castillo, 2012, p. 8).

“Tips to ensure professionalism in the workplace” (Castillo, 2012, p. 8). “Be polite and respectful” (Castillo, 2012, p. 8).

“Smile” (Castillo, 2012, p. 8).

“Be positive” (Castillo, 2012, p. 8).

“Be a person of your word” (Castillo, 2012, p. 8).

Professionalism in the Workplace

“Do not use jargon when speaking with customers” (Castillo, 2012, p. 8).

“Speak clearly and concisely” (Castillo, 2012, p. 8).

Adhere to dress code and policies (Castillo, 2012, p. 8).

Respect yourself and your company (Castillo, 2012, p. 8).

“Believe in your job and your organization” (Castillo, 2012, p. 9).

As a manager, you are “a role model, and people take cues from your character” (Castillo, 2012, p. 9).

Intercultural Business Communication

Businesses must compete globally (Guffey & Loewy, 2011, p. 79).

Understand your culture and the culture where you conduct business (Guffey & Loewy, 2011, p. 80). For example, in Brazil, Nike promotes a soccer star to promote their

product (Guffey & Loewy, 2011, p. 80).

“Domino’s Pizza catered to the Japanese by adding squid to its pizza toppings” (Guffey & Loewy, 2011, p. 80).

“Internet permits instantaneous oral and written communication across time zones and continents” (Guffey & Loewy, 2011, p. 82).

Intercultural Business Communication (Cont.)

“Culture is shaped by attitudes learned in childhood and later internalized in adulthood” (Guffey & Loewy, 2011, p. 83).

Culture is “how we tell the world who we are and what we believe” (Guffey & Loewy, 2011, p. 84).

We must understand, embrace, and respect different cultures while engaging in business communication.

Intercultural Business Communication (Cont.)

Low Context Culture“Tend to prefer direct verbal interaction”

(Guffey & Loewy, 2011, p. 85).

“Tend to understand meaning at one level only” (Guffey & Loewy, 2011, p. 85).

“Are generally less proficient in reading nonverbal cues” (Guffey & Loewy, 2011, p. 85).

“Value individualism” (Guffey & Loewy, 2011, p. 85).

High Context Culture“Tend to prefer indirect verbal

interaction” (Guffey & Loewy, 2011, p. 85).

“Tend to understand meanings embedded at many sociocultural levels” (Guffey & Loewy, 2011, p. 85).

“Are generally more proficient in reading non verbal cues” (Guffey & Loewy, 2011, p. 85).

Ways to Sharpen your Writing

Goal is to be “clear, interesting, informative and (possibly) entertaining” (Kovach, 2010, p. 2).

“Lead with your main point” (Blackman, 2011, p. 1).Time is money.

“Be clear” (Kovach, 2010, p. 4).Ensure your message is easy to understand and interpret.“Avoid run-on sentences and overstuffed dashes” (Kovach,

2010, p. 4).

Ways to Sharpen your Writing (Cont.)

“Be concise” (Wei, 2012, p. 34).“State the facts and say no more” (Wei, 2012, p. 34).

“Tell them why” (Wei, 2012, p. 34).Sender needs to know the reason for the communication

(Wei, 2012, p. 34).

“Cut the Jargon” (Blackman, 2011, p. 1).


“Use Short, direct sentences” (Blackman, 2011, p. 1).“Put the subject at the beginning of your sentence”

(Blackman, 2011, p. 1).

“Use spell check” (Blackman, 2011, p. 1). Incorrectly spelled words indicated unprofessionalismLack of intelligence.


“Don’t overuse spell check” (Blackman, 2011, p. 1). You need to also proofread your work (Blackman, 2011, p.

1).

“Read it aloud” (Blackman, 2011, p. 1).This technique assists with editing your work (Blackman,

2011

Electronic messages in Business Communication

Electronic mail, instant messaging, text messaging, social networking, wikis (Guffey & Loewy, 2011, p. 189-190).

Knowledge of these communication channels “can save you time, reduce stress, and build your image” (Guffey & Loewy, 2011, p. 189).

Electronic messages in Business Communication (Cont.)

All electronic messages could be saved as a permanent record. Therefore, there is a permanent record of messages.

Be professional, it’s your job and reputation.

Don’t get fired.

Sometimes a phone call is better (Goldsmith, 2007, p. 3).

Email

“Email is becoming more and more the preferred form of communication” (Robb, 2008, p. 25).

“Most appropriate for short messages” (Guffey & Loewy, 2011, p. 189).“Inappropriate for sensitive, confidential, or lengthy

documents” (Guffey & Loewy, 2011, p. 189).

Be professional.“Open with a greeting” (Robb, 2008, p.25).

Need to be polite (Robb, 2008, p.25)

Email (Cont.)

“Be sure to add your signature to your business e-mail with your coordinates” (Robb, 2008, p. 26).

“Thank you” (Robb, 2008, p. 26). Is polite and acknowledges receipt of the communication (Robb,

2008, p. 25).


Instant messaging is “more interactive and immediate than e-mail” (Guffey & Loewy, 2011, p. 189).

“Useful for back-and-forth conversations” (Guffey & Loewy, 2011, p. 189).

Permanent record, be careful (Guffey & Loewy, 2011, p. 189).

Personnel can continue to complete their work while responding to customers (Guerin, 2013, p. 92).

Text Messaging

Text messaging is used from mobile phones (Guffey & Loewy, 2011, p. 189).Used for “short person-to-person inquiries and responses”

(Guffey & Loewy, 2011, p. 189).When you are not in the office (Guffey & Loewy, 2011, p.

189).Permanent record.


Social networking “allows participants with various interests to connect and collaborate” (Guffey & Loewy, 2011, p. 190).

Provides ability for companies to connect with public and customers (Guffey & Loewy, 2011, p. 190).

Wikis are a “public or private web site that enables multiple users to collaborate” (Guffey & Loewy, 2011, p. 190).

“Create, post, edit, and access information” (Guffey & Loewy, 2011, p. 190).

Delivering positive and negative communication

Misunderstood communication can have a detrimental impact on an organization (Manning, Waldman, Lindsey, Newberg, & Cotter-Lockard, 2012, p. 38)

Positive messages consist of “requests, replies, and goodwill” (Guffey & Loewy, 2011, p. 220). Face to face communication could “convey enthusiasm, warmth,

or another emotion” (Guffey & Loewy, 2011, p. 221).

Request messages should begin with the “main idea” (Guffey & Loewy, 2011, p. 227).

Positive Messages

Replies- immediately “deliver the information the reader wants” (Guffey & Loewy, 2011, p. 229).

Goodwill messages express “thanks, recognition, and sympathy” (Guffey & Loewy, 2011, p. 240). Thanks- “When someone has done a favor for you” (Guffey &

Loewy, 2011, p. 240).

Sympathy- People can deal with difficult times easier when others show concern (Guffey & Loewy, 2011, p. 240).

Negative Messages

“Bad news disappoints, irritates, and sometimes angers the receiver” (Guffey & Loewy, 2011, p. 257). “Explain[ing] clearly and completely” (Guffey & Loewy, 2011,

p. 257).

“Projecting a professional image” (Guffey & Loewy, 2011, p. 257).

Be polite in explaining the reason why unfavorable information was communicated (Guffey & Loewy, 2011, p. 257).

Negative Messages (Cont.)

“Conveying empathy and sensitivity” (Guffey & Loewy, 2011, p. 257).

“Be fair” (Guffey & Loewy, 2011, p. 257). “Maintaining friendly relations” (Guffey & Loewy,

2011, p. 257).

Negative Messages (Cont.)

“Conveying empathy and sensitivity” (Guffey & Loewy, 2011, p. 257). “Avoid creating legal liability or responsibility for you”

(Guffey & Loewy, 2011, p. 257).

“Be fair” (Guffey & Loewy, 2011, p. 257).

“Maintaining friendly relations” (Guffey & Loewy, 2011, p. 257).

Business Presentations

Public speaking is essential for upward mobility (Guffey & Loewy, 2011, p. 457).

“Keep your audience attentive and interested” ("Microsoft," 2014, p. 1).

“Preparation, organization, audience rapport, visual aids, and delivery” (Guffey & Loewy, 2011, p. 457).

Business Presentations (Cont.)

Preparation Determine what “you want to accomplish” (Guffey & Loewy, 2011, p.

458).

Know your audience (Guffey & Loewy, 2011, p. 458).

Backgrounds/credentials (Guffey & Loewy, 2011, p. 458).

Organization “Tell them what you are going to say” (Guffey & Loewy, 2011, p. 458).

“Say it” (Guffey & Loewy, 2011, p. 458).

“Tell them what you have just said” (Guffey & Loewy, 2011, p. 458).


Establishing audience rapport (Guffey & Loewy, 2011, p. 463). Utilize imagery (Guffey & Loewy, 2011, p. 463).

Analogies, metaphors, personal anecdotes (Guffey & Loewy, 2011, p. 463).

“Nonverbal messages” (Guffey & Loewy, 2011, p. 464). “Look terrific” (Guffey & Loewy, 2011, p. 464).

Visual Aids“Mulitmedia slides” (Guffey & Loewy, 2011, p. 465).


Delivery“Practicing and Preparing” (Guffey & Loewy,

2011, p. 472).

Business Reports, Proposals, and Plans

“Formal reports represent the end product of thorough investigation and analysis” (Guffey & Loewy, 2011, p. 433). Cover, title page, letter of transmittal, table of contents,

executive summary (Guffey & Loewy, 2011, p. 434-435).

Business Reports, Proposals, and Plans (Cont.)

Proposals “begin by briefly explaining the reasons for proposal” (Guffey & Loewy, 2011, p. 428). “Writer’s qualifications” (Guffey & Loewy, 2011, p. 428).

“Promise low costs or speedy results” (Guffey & Loewy, 2011, p. 428).

“Hint at extraordinary results” (Guffey & Loewy, 2011, p. 428).

“Identify a serious problem” (Guffey & Loewy, 2011, p. 428).

“Specify a key issue or benefit that you feel is the heart of the proposal” (Guffey & Loewy, 2011, p. 428).

Business Plans

“Letter of Transmittal” (Guffey & Loewy, 2011, p. 432).

“Table of Contents” (Guffey & Loewy, 2011, p. 432).

“Company Description” (Guffey & Loewy, 2011, p. 432).

“Product or Service Description” (Guffey & Loewy, 2011, p. 428).

“Market Analysis” (Guffey & Loewy, 2011, p. 433).

“Operations and Management” (Guffey & Loewy, 2011, p. 433).

“Financial Analysis” (Guffey & Loewy, 2011, p. 433).

“Appendixes” (Guffey & Loewy, 2011, p. 433).

References

Blackman, S. (2011). 6 Tips for Clear and Concise Business Communication. Retrieved from http://whartonmagazine.com/blogs/6-tips-for-clear-and-concise-business-communication/

Castillo, M. (2012). Practicing Professionalism. The Newsletter for Health Care Registration, 21, 8-9.

Dad, A. M. (2012). Interactive Communication Channels and Their Appropriateness for the FMCG Business. International Journal of Business and Social Science, 3, 242-257.

References (Cont.)

Gareis, E. (2006). Virtual Teams: A Comparison of Online Communication Channels. The Journal of Language for International Business, 17, 6-21.

Goldsmith, M. (2007). Understanding the Perils of E-Mail. Retrieved from http://www.businessweek.com/stories/2007-05-16/understanding-the-perils-of-e-mailbusinessweek-business-news-stock-market-and-financial-advice

Guerin, L. (2013, January 1). Instant Messaging. Smart Policies for Workplace Technologies: Email, Blogs, Cel Phones & More, 89-110.

References (Cont.)

Guffey, M. E., & Loewy, D. (2011). Business Comunication: Process and Product (7 ed.). Independence, KY: Cengage Learning.

Kovach, R. (2010). 25 tips to sharpen your writing: Want to learn some ways to strengthen, energize, clarify and tri your words? Here are a few tricks of the trade from a “writer” editor. Writer (Kalmbach Publishing Co.)

Manning, C. A., Waldman, M. R., Lindsey, W. E., Newberg, A. B., & Cotter-Lockard, D. (2012). Personal Inner Values: A Key to Effective Face-To-Face Business Communication. Journal of Executive Education, 11, 37-65.

References (Cont.)

Robb, P. (2008). E-tiquette. OfficePro, 68, 24-27.

Spaho, K. (2010). Organizational Communication As Key Factor of Company Success. An Enterprise Odyssey. International Conference Proceedings, 1372-1381.

Tips for creating and delivering an effective presentation. (2014). Retrieved from http://office.microsoft.com/en-us/powerpoint-help/tips-for-creating-and-delivering-an-effective-presentation-HA010207864.aspx

Wei, N. (2012). How to Write Better Reports and Memos. Pollution Engineering, 44, 34.