Best practices in business writing and communication final

BEST PRACTICES IN BUSINESS WRITING AND COMMUNICATIONKIMBERLY JONESORG 536 – CONTEMPORARY BUSINESS WRITING AND COMMUNICATIONCOLORADO STATE UNIVERSITY – GLOBAL CAMPUSDR. BRIAN NEFFAUGUST 21, 2014

WHAT WILL BE COVERED:

Effective and Ethical Business CommunicationProfessionalism in the Workplace

Intercultural Business CommunicationWriting Tips for the Business Professional

Electronic Messages and Digital MediaPositive and Negative Messages

Business PresentationsBusiness Reports, Plans and Proposals

PART 1: EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION

Communication skills are important because it is how we present ourselves inside and outside of an organization.

Critical thinking is necessary to craft and deliver effective verbal and written messages.

(Guffey & Loewy, 2011)

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=communication&ex=1#ai:MP900309615|

EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION

Key Components to Effective Communication:• Understand the audience• Understand the message to

communicate• Understand the uses for various

communication channels• Use proper grammar and

punctuation• Organize message content before

delivery(Guffey & Loewy, 2011)

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=clarity&ex=1#ai:MP900387807|

EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION

Common Business Communication Channels:


Phone Call/ Voice

Message

Letter or

Memo

Face-to-Face

(Individual or Group)

Instant Message Blog

Wiki EmailReport or Proposal Fax

Video or Audio

Conference

Best practice: determine which channel is optimal for your

audience and content.

PART 2: PROFESSIONALISM IN THE WORKPLACE

The importance of…Soft Skills & Etiquette

TeamsActive Listening Skills

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=business&ex=1#ai:MP900422113|mt:2|

PROFESSIONALISM IN THE WORKPLACE

Businesses today

look for people

who are strong in

the following soft

skills:

Verbal & Written Communication

Teamwork & Collaboration

Problem Solving

Adaptability

Critical Observations

Conflict Resolution

(Buhl, n.d.)


Etiquette development is essential, especially as communication

channels evolve in the digital space.

Look, Sound, and Act Professional = Success!

Always remember to be:Polite in actions and words

Sincere, respectful, and considerate

Positive



Why are teams important?

• Better collaboration on assignments & projects

• Diverse ideas lead to innovation (Davila, Epstein, & Shelton, 2013)

• Groups make better decisions

• Increased productivity & morale

Organizations value individuals who work well on

teams, and technology has facilitated the development of

better teams for both in-person and virtual groups.



Many people are poor listeners, despite its importance in being professional.

Remember: communication is just as much about sending as it is receiving information.

Strong Active Listeners:

• Avoid outside distractions

• Tune into nonverbal messages

• Identify key facts

• Do not interrupt a speaker

• Ask questions to learn more and clarify


PART 3: INTERCULTURAL BUSINESS COMMUNICATION

Why is it important?• Increased globalization• Technology enables speed• Increased movement and

immigration

What is it?Sharing information across cultures with an emphasis on how different cultures might receive a message



INTERCULTURAL BUSINESS COMMUNICATION

Culture shapes how we communicate.

It is important to understand and adjust how we communicate with others in order to be mindful of cultural differences and for clarity.

Elements of

Culture

Learned from an

early age

The foundation of self-identity

Involves a sense of

community

Dynamic and constantly changing



Low-context cultures: prefer direct verbal interaction, not great at nonverbal cues, rely on linear logic, say “no” directly

High-context cultures: prefer indirect verbal interaction, better at nonverbal cues, rely on context, avoid saying “no” directly

Cultural considerations

• Different preferred style: direct or context-oriented

• Different value of formality and tradition

• Different value of time

• Different value of individualism



Before communication:

• Avoid being ethnocentric

• Practice tolerance and patience

• Be aware of differences in nonverbal and verbal communication

• Learn common expressions and phrases

During communication:

• Do not make assumptions of comprehension

• Use formal titles in written communication

• Use simple English and avoid colloquialisms

• Be accommodating


PART 4: WRITING TIPS FOR THE BUSINESS PROFESSIONAL


3 Phases of Writing

(3x3 Process)

PrewritingWritingRevising

WRITING TIPS FOR THE BUSINESS PROFESSIONAL

Prewriting Analyze Anticipate Adapt

Writing Research Organize Compose

Revising Revise Proofread Evaluate


WRITING TIPS FOR THE BUSINESS PROFESSIONALPREWRITING

Determine the purpose

Chose the best channel (email, memo, instant message, etc.)

Consider the audience and tailor response

WRITING

Research and organize ideas; outline

Be positive, courteous, and use bias-free language; strike the right tone

REVISING

Aim for clarity in revision; eliminate redundancy

Employ proper punctuation and grammar in every communication


PART 5: USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATION

While email is the most widely used and popular form of

electronic messages, other options (IM, text, podcast, blogs, wikis and social networking) are catching on.


Source: http://office.microsoft.com/en-us/images/results.aspx?qu=pda&ex=1#ai:MP900387929|mt:2|

USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATIONWhy is it becoming more popular?• Can be used internally and

externally• Different delivery methods may be

more appropriate for the message• Collaboration and networking sites

allow information to travel faster

Always ask:• Is this the best channel for

the message?• Is it appropriate for my

audience?• Am I using proper grammar

and punctuation?• Are there ethical

implications in sending the information via this channel?

Remember: Practice professional etiquette in

all digital media communications


USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATION

Best Practices for Email• Have an informative subject

line• Deliver the main purpose• Include supporting information

for the subject• Close with an action, summary

or thought


Source: http://office.microsoft.com/en-us/images/results.aspx?qu=new+message&ex=1#ai:MP900390573|

PART 6: POSITIVE AND NEGATIVE MESSAGES

Positive Message

Uses

• Routine and neutral requests or responses

• Messages of goodwill• Instructional

communications• Making direct claims

Negative Message

Uses

• Refusing requests• Delivering bad news• Making apologies


Source: http://office.microsoft.com/en-us/images/results.aspx?qu=yelling&ex=1#ai:MP900409103|

POSITIVE AND NEGATIVE MESSAGES

Positive news Follow the 3x3 writing process and consider the audience

Best delivered directlyDirect approach: lead with the news

Negative NewsFollow the 3x3 writing process and consider the audience

Can be delivered directly or indirectly

Direct approach: lead with newsIndirect approach: include buffer, list reasons, deliver bad news, and close message

Important not to let communication be emotionally-driven (may have legal or ethical ramifications)Remember: Diverse cultures

deliver good and bad news differently, some more direct

or indirect. (Guffey & Loewy, 2011)

PART 7: BUSINESS PRESENTATIONS

Three Areas of Focus:• Evaluating the purpose,

audience and content• Designing a visually

appealing program• Delivering the material

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=team&ex=1#ai:MP900435893|mt:2|

BUSINESS PRESENTATIONS

Content

Determine the purpose

Analyze the audience needs

Develop content & evaluate

Visuals

Make it appealing (use colors, text,

templates, handouts & multimedia)

Prepare & rehearse; vary speed & tone

Proofread & edit

Delivery

Gain audience rapport

Make eye contact

Keep audience engaged


Source: http://office.microsoft.com/en-us/images/results.aspx?qu=podium&ex=1#ai:MP900422172|mt:2|

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=businessman&ex=1#ai:MP900439332|mt:2|

Source: http://office.microsoft.com/en-us/images/results.aspx?qu=design&ex=1#ai:MP900448562|mt:2|

BUSINESS PRESENTATIONS

Remember:

• Consider the needs and wants of the audience

• Apply the 3x3 Writing Process

• Do not let the visuals of the presentation overshadow your delivery

• Know the material well so you can speak freely



PART 8: BUSINESS REPORTS, PLANS AND PROPOSALS

Reports, plans and proposals are used for written communication internally and externally in an organization.

All formats require strong organization skills to effectively arrange concepts and ideas.



BUSINESS REPORTS, PLANS AND PROPOSALS

Reports

Used to present information or research and findings; draw conclusions

Examples:Informal (short,

takes many forms)

Formal (longer, narrow in scope)

Plans

Used to persuade an organization for funding

Example: Convince a

bank to grant a small

business loan

Proposals

Used to pitch business

services to another

organization

Example: Request for

Proposal (RFP)


Common uses

and examples

of reports, plans

and proposals:

BUSINESS REPORTS, PLANS AND PROPOSALS

Let the audience guide the formality and format for the assignment

Research data from a variety of reputable sources

Interpret and analyze data without bias; make recommendations

Include proper formatting and citations

Make hard copy reports visually appealing for the reader

Organize for the content and audience comprehension

For any report, plan,

or proposal, keep the

following guidelines

in mind:


CONCLUSIONS• Consider what content needs to be communicated

• Consider the audience, with special attention to a culturally diverse audience

• Apply the 3x3 (Prewriting, Writing & Revising) process to all written communications

• Practice proper etiquette in both verbal and written communication

These best practices will lead to communication success in business and

beyond! (Guffey & Loewy, 2011)

REFERENCES

Buhl, L. (n.d.). Six soft skills everyone needs. Yahoo Hotjobs. Retrieved from

http://career-advice.monster.com/career-development/getting-promoted/six-soft-skills-everyone-needs-hot-jobs/article.aspx

Davila, T., Epstein, M. J., & Shelton, R. D. (2013). Making innovation work: How to manage it, measure it, and profit from it. (2nd ed.).

Upper Saddle River, New Jersey. Pearson Education, Inc.

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

Markkula Center for Applied Ethics at Santa Clara University. (2011, January 24). Five ways to think ethically – Markkula Center for

Applied Ethics [Video File]. Retrieved from https://www.youtube.com/watch?v=OTpwUUNepZc&feature=player_embedded

Office.Microsoft.com. (2014). Microsoft Office Online. Retrieved from http://office.microsoft.com/en-us/images/business-

CM079001906.aspx

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Best practices in business writing and communication final