Samantha Van Daley

ORG536/Dr. Robert Olszewski

BEST PRACTICES IN BUSINESS WRITING &

COMMUNICATION

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 Positive and negative messages Business Presentations Business reports, plans, and proposals

AGENDA

Communication begins when the sender has an idea

Ideas can be shaped by the senders mood, frame of reference, background, culture, and physical makeup

Step two is encoding the idea into a message Step three the message travels over channels

like, computer, telephone, cell phone, letter, memorandum, report, announcement, picture, spoken word, fax, Web page, or through some other channel

Step four the receiver decodes/translates the message from the sender

The final step feedback travels back to the sender acknowledging receipt of the message or requesting additional information

Careful communicators can conquer barriers by anticipating problems in encoding, transmitting and decoding a message.

EFFECTIVE BUSINESS COMMUNICATION PROCESS

Idea

Sender

Receiver

Feedback

Function of business communication

1. To inform

2. To persuade

3. To promote goodwill Internal communication is

used for superiors, coworkers, and subordinates

External communication is used with customers, suppliers, government agencies, and the public

EFFECTIVE BUSINESS COMMUNICATION

Know the laws and follow them.

Always tell the truth Stick to the facts, opinions are

not welcome Know your biases and keep

them from distorting the message

Communicate clearly so the receiver understands easily and quickly

Use language that includes rather than excludes

Give credit for ideas

ETHICAL BUSINESS COMMUNICATION

Consider if the action is legal View the problem from the other side Consider all alternative solutions to the problem Discuss the problem with a trusted colleague If family, friends, employers, or coworkers were to know

what happened how would you feel

DOING THE RIGHT THING

Professionalism is described as the conduct, aims, or qualities that characterize or mark a profession or a

professional person.

Professionalism leads to success.

PROFESSIONALISM

Good speech habits E-mail etiquette free from

IM slang and senseless chatting

Use a professional E-mail address

Cell phones turned off before meetings, use only when the conversation can be private

Texting only when appropriate

PROJECTING PROFESSIONALISM

THROUGH COMMUNICATION

Use polite words Express sincere appreciation and praise Careful when sharing personal information Do not criticize people, Respect coworkers space Avoid profanity or questionable jokes Clean up after yourself Do not argue, keep calm and focus on the work Respect others opinions

PROFESSIONAL ETIQUETTE

Doing business across boarders is now commonplace

Technological advances in communication and transportation are major contributors in global interconnectivity

World commerce are intermingling more and more

More global jobs, products, and customers

INTERCULTURAL BUSINESS COMMUNICATION

Culture is learned in early childhood

Reinforces values and beliefs

Basis of self-identity and community

Cultural routines can be visible and invisible

Dynamics of cultures are ever changing based on the world around them

UNDERSTANDING CULTURE

DIMENSIONS OF CULTURE

Use foreign phrases when communicating verbally

Speak clearly using simple easy to understand English words

Speak Slowly Observe non-verbal messages

that signal when the listener is lost

Encourage feedback Check for comprehension of the

message Follow up in writing

Understand local styles and standards

Observe titles and rank Use short sentences and

short paragraphs Avoid ambiguous

expressions Avoid words with many

meanings Use correct grammar

Oral Communication Written Messages

KNOW THE CULTURE AND WHAT FORM OF COMMUNICATION

IS PREFERRED

Select the right channels for the message

Know the audience Avoid company acronyms Use bias-free language Be positive and courteous

WRITING TIPS FOR THE BUSINESS PROFESSIONAL

3. RevisingRevise Proofread Evaluate

2. WritingResearch Organize Compose

1. PrewritingAnalyze Anticipate Adapt

GUFFEY’S 3-X-3 WRITING PROCESS

Lett

er

or

Mem

oI. OpeningII. BodyIII. Closing

Pro

ced

ure I. Step 1

II. Step 2III. Step 3IV. Step 4In

form

ati

on

al

Rep

ortI.

IntroductionII. FactsIII. Summary

An

aly

tica

l R

ep

ortI.

Introduction/ ProblemII. Facts/ FindingsIII. ConclusionIV. Recommendations

Pro

posa

l I. IntroductionII. Proposed SolutionIII. StaffingIV. Schedule, costV. Authorization

COMPONENTS IN BUSINESS OUTLINES

Understand basic sentence structure and elements

Avoid fragmented sentences and punctuation errors

Do not use run-on sentence

Know what a comma-splice is

Keep sentences short for better comprehension

Use vivid words to help the reader picture the idea clearly

Short paragraph use

EFFECTIVE WRITING TIPS

E-mail has become the channel of choice for business communication

Instant messaging, great for interactive and immediate response needs

Text messaging short messaging for rapid responses Podcasts used to improve customer relations, marketing,

training, product launches, and viral marketing Blogs allow for businesses to show a more personal side Wikis are central locations where documents and

information can be shared publicly or privately Social networking gives businesses an opportunity to

reach out to customers and the public

ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS

COMMUNICATION

Positive messages start with the writing process. (3-X-3)

Be clear with the message

Share the Vision and Mission of the company

Inspire and motivate others

Be considerate of the purpose for the message

Decide Whether to Apologize Use sensitive language Win back the customer’s

confidence Always concentrate on the 5 Ss

Selfless

Specific

Sincere

Spontaneous

Short

Positive Messages Negative Messages

POSITIVE AND NEGATIVE MESSAGES

Know the Audience Plan how to organize the presentation Know when to use humor, personal examples, and experiences Account for age, gender, education, experience and size of the

audience First Impressions Express clear ideas Images, and graphics that help communicate the message Effective use of presentation tools Effective deliveryPractice the entire presentation Know the subject

BUSINESS PRESENTATIONS

Use the Guffey’s 3-X-3 Writing Process

Reports discuss, analyze, interpret, and evaluates the research findings or solution to a problem

Start with the purpose Follow information in order Summarize key points Remove nonessential details Strategic wording Use an outline Watch the length

BUSINESS REPORTS

Be clear about what the business has to offer

Clearly define what the business is selling

Avoid being a Jack of all trades

Learn to strategize Create a niche for the

business Know the market and

industry Identify opportunities for

the business in the future

CREATING A BUSINESS PLAN

Executive summary is the snapshot of the business plan Company description provides information on what the

business does Market analysis, research on the industry Organization and management outline Service or product line the business is offering Marketing and sales Funding request Future financial projections Appendix for resume, permits and leases

PARTS OF A BUSINESS PLANS

Written offers to solve problems, provide services, or sell equipment

Maybe internal or external reports

Solicited proposals is asked for by the customer

Unsolicited proposal is sent to a potential client without being asked for.

BUSINESS PROPOSALS

Presented in a short two to four page letter

Contains six principal components: introduction, background, proposal, staffing, budget, and authorization request

Varies in length from 5 to 200 or more pages

Organized into more parts to facilitate comprehension in addition to the six principal components of the informal proposal

Copy of the RFP

Letter of Transmittal

Abstract or Executive Summary

Title Page

Table of Contents

List of Illustrations

Appendix

Informal Proposal Formal Proposal

BUSINESS PROPOSAL

AuthorizationBudgetStaffingProposalBackgroundIntroduction

Business Writing Tips for Professionals. (2014). Retrieved from American Management Association: http://www.amanet.org/training/articles/Business-Writing-Tips-for-Professionals.aspx

Create Your Business Plan. (nd). Retrieved from SBA: http://www.sba.gov/writing-business-plan

Cultural Differences in International Business. (2014). Retrieved from Buzzle: http://www.buzzle.com/articles/cultural-differences-in- international-business.html

Egeland, B. (2014). Maintaining the Project Managment Professionalism. Retrieved from Project Management Tips: http://pmtips.net/maintaining-project-management-professionalism/

Elgie, B. (2012). Back to the PR Basics: General Writing Tips. Retrieved from Bonnieelgie: http://bonnieelgiepr.com/blog/2012/09/27/back- to-the-pr-basics-general-writing-tips/

Ethics. (nd). Retrieved from The Undisciplined: http://theundisciplined.com/tag/ethics-2/

Goman, C. (2011). How Culture Controls Communication. Retrieved from Calgary Beacon: http://beaconnews.ca/calgary/2011/11/how- culture-controls-communication/

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

How to Make Your Business Plan Stand Out. (nd). Retrieved from SBA:

http://www.sba.gov/content/how-make-your-business-plan-stand-out

My Professionalism. (nd). Retrieved from Mavarine Du-Marie: http://mdm35.wordpress.com/educational-history/professionalism/

Professionalism. (2014). Retrieved from Mind Tools: http://www.mindtools.com/pages/article/professionalism.htm

Professionalismin the Workplace. (nd). Retrieved from octech: http://www.octech.edu/sites/www/Uploads/files/TRIO/Professionalism%20in%20the%20Workplace.pdf

Williams, O. (2014). Positive Business Communication. Retrieved from Chron: http://smallbusiness.chron.com/positive-business- communication-61563.html

REFERENCES