Best Practices in Business Writing and Commucication

BEST PRACTICES IN BUSINESS WRITING & COMMUNICATION

Terri Jensen

ORG536 – Contemporary Business Writing and Communication

Colorado State University – Global Campus

Dr. Robert Olszewski

June 1, 2014

Introduction

This presentation will introduce participants to various business communications concepts, while providing practical tips for effective communication.

Source: Google Images

Today’s Topics

• Enhancing the workplace through effective communication• Communicating effectively• Communication tools

ENHANCING THE WORKPLACE THROUGH EFFECTIVE COMMUNICATION

What is Business Communication?

“In order to operate a business appropriately, one must understand the basics of business communication and its essential role in creating success” (Papa, 2014, para. 1).• Business Communication includes

• Verbal and non-verbal communication• Formal and informal communication• Business to business• Business to consumer

(Papa, 2014)

Effective Business Communication

Communication Process• Sender encodes an idea• Message travels over

channel• Receiver decodes

message• Feedback travels back to

sender

Miscommunication• Bypassing: misinterpret

meaning• Differing frames of

reference• Lack of language skills• Distractions

(Smith, 2013)

(Smith, 2013)

Audience + Objective = Successful Communication

Ethical Communication

Think through the audience reaction to any message sent.

• Ethical Communications Goals• Follow the laws of relevant industry• Tell the truth • Label opinions• Be objective• Use inclusive language• Cite resources

(Guffey & Loewy, 2011)

Doing the Right Thing

Never do anything that you wouldn’t want to

read about on the front page of the

New York Times

(MacDonald, 2010)

Business leaders are often on the news for unethical behavior. Be sure to follow the New York Times Rule.

Source: Google Images

Practicing ProfessionalismRespect

• Be polite and respectful

Attitude• Keep a positive attitude

Language• Don’t use jargon when speaking to customers

Reliable• Do what you say you will do. Under promise and over deliver

Integrity• Remember to represent yourself and your organization to the best of your ability

Believe• Believe in your job

Demeanor• Carry yourself professionally

(Castillo, 2012)

Active Listening

• Face the speaker• Maintain eye contact• Be present and be relaxed

• Stay open-minded• Listen and try to picture the conversation

• Don’t interrupt• Ask clarifying questions

• Empathize with the speaker

• Give regular feedback• Listen for the nonverbals

(Schilling, 2012)

Things You Should Never Say at Work

Instead of this

• “That’s not fair”• “That’s not my problem”• “I think”• “No problem”• “I’ll try”• “My job stinks”

Say or do this

• Build a case and present it• Care about other’s success• “I am confident”• “You’re welcome”• “I will”• Communicate with tact

(Smith, 2013)

Intercultural Business Communication

Several techniques can be used to achieve effective intercultural communication. Use these processes:

• Sensitivity• Non-judgmentalism• Tolerance

Tip: When interacting with business people from other cultures, follow their lead

(Guffey & Loewy, 2011)

Source: Google Images

The Importance of Diversity in the Workplace

Diversity increases

Productivity

Creativity

Employee retention

Communication

Customer base

(Andrade, 2010)

COMMUNICATING EFFECTIVELY

3 x 3 Writing Process

This process divides writing into three phases to create an easier, systematic approach to business communication

Prewriting

Writing

Revising

Decide on the purpose, know the audience

Research the topic, organize thoughts, compose draft

Edit message, proofread, and re-evaluate content with intent

(Guffey & Loewy, 2011)

Writing Tips for the Business ProfessionalRemembering

Audience + Objective creates a sound

business communication

Effective Writing

Keep it simple

Use plain

English

Use active writing

Check gramma

r

(Adams, 2012)

Positive Messaging

Use the 3 x 3 writing process to create positive messages in emails, interoffice memos, or business letters.

• Positive messages convey:• Goodwill• Uplifting news• Conversation replies • Requests for information

(Guffey & Loewy, 2011)

Negative Messaging

Establish goals in communicating negative news.

1. Explain message clearly and completely

2. Project a professional image

3. Convey empathy and sensitivity

4. Be fair

5. Maintain friendly relations

(Guffey & Loewy, 2011)

Tip: Avoid legal liability. Avoid abusive or careless language,

COMMUNICATION TOOLS

Using Electronic Messages and Digital Media for Business Communication

• Email• Instant messaging• Text messaging• Blogs

• Wikis • Podcasts• Social media

Tip: Electronic communication is still communication. Know your audience and your objective to ensure effective communication

(Feigenbaum, 2014)

Today’s business professionals have many choices for electronic communication.

Why Use Electronic Communications?

Combine media• Text, graphics, sounds,

video, etc.

Interactive• Engages audience in

two-way communication

Many-to-many communication• Geographically disperse

groups communicate interactively

Enhance teamwork• Many people work on

documents simultaneously

Increase collaboration• Removes power of

communication gatekeeper

Quick action / reaction• Send / receive large

quantities of information

(Why use, 2014)

There are many advantages to using electronic communications

Using Social Media as an Internal Communication Tool

• Social technologies should be added to the natural workflow. The technology should be a natural extension of the business process.Add value, not complexity

• Include organizational change elements such as training, aligning systems, and fostering understanding to incorporate social media.Provide organizational support

• Develop an atmosphere of experimentation and learning. Encourage failure and learn from it to enhance social media efforts.Experiment and learn

• Determine metrics to measure the successful implementation of social media campaigns.Track impact

“Why do so few companies capture the full value of social technologies? There's no doubt organizations have begun to realize significant value from largely external uses of social. Yet internal applications have barely begun to tap their full potential, even though about two-thirds of social's estimated economic value stems from improved collaboration and communication within enterprises.” (para. 1)

(Chui, Dewhurst, & Pollak, 2013)

Business Presentations

• Know your audience and objective• Frame the story• Plan the delivery• Develop stage presence• Plan the multimedia• Put it together

“Presentations rise or fall on the quality of the idea, the narrative, and the passion of the speaker. It’s about substance, not speaking style or multimedia pyrotechnics”(Anderson, 2013, p. 5).

(Anderson, 2013)

Source: Google Images

Tip: Practice, practice, practice before any presentation

Formal vs. Informal Reports

Businesses use formal and informal communication as essential tools.

• Formal reports are more structured, offering greater detail and analysis.

• Informal reports have a more relaxed structure, providing specific details for the report topic.

(Guffey & Loewy, 2011)Source: Google Images

Informal ProposalsIntroduction•Purpose of proposal•Writer qualifications

Background•Problem statement•Project goals

Proposal•Project plan•Resource requirements

Budget

Request for approval

(Guffey & Loewy, 2011)

Formal Proposals

Table of contents

Copy of original Request for Proposal (RFP)

Letter of transmittal

Executive summary

List of illustrations

Appendix

(Guffey & Loewy, 2011)

A formal proposal contains all elements of an informal proposal, and may also include:

Tips for Writing Formal Reports

(Guffey & Loewy, 2011)Source: Google Images

• Use the 3 x 3 writing method• Create a time table• Collect pertinent data• Create a report outline

Conclusion

Enhancing the Workplace through Effective Communication

Communicating Effectively

Communication Tools

Today, you learned about:

Conclusion

Effective and ethical business communication

Professionalism in the workplace

Intercultural business communication

Writing tips for the business professional

Electronic messages and digital media

Positive and negative messaging

Business presentations tips

Business reports, plans and proposals

We then broke it down further:

ReferencesAdams, S. (2012). Ten Tips For Better Business Writing. Forbes.Com, 80.

Anderson, C. (2013). How to Give a Killer Presentation. Retrieved from http://hbr.org/2013/06/how-to-give-a-killer-presentation/ar/1

Andrade, S. (2010). 6 advantages of workplace diversity. Retrieved from http://saharconsulting.wordpress.com/2010/03/26/6-advantages-of-workplace-diversity/

Castillo, M. (2012). Practicing Professionalism. Health Care Registration: The Newsletter For Health Care Registration Professionals, 21(12), 8-9.

Chui, M., Dewhurst, M., & Pollak, L. (2013). Building the social enterprise. Mckinsey Quarterly, (4), 8-11.

Feigenbaum, E. (2014) Electronic methods of communication in business. Retrieved from http://smallbusiness.chron.com/electronic-methods-communication-business-2934.html

Guffey, M.E., & Loewy, D. (2011). Business Communication: Process and Product. (7th ed.). Mason: South-Western Cengage.

MacDonald, C. (2010). Business ethics and the “New York Times” rule. Retrieved from http://businessethicsblog.com/2010/12/08/business-ethics-and-the-new-york-times-rule/

Morino Institute. (2014). Why use electronic communications? Retrieved from http://knowledgeway.org/living/communications/homepage.html

Papa, J. (2014). What Is Business Communication? Retrieved from http://smallbusiness.chron.com/business-communication-43167.html

Schilling, D. (2012). 10 steps to effective listening. Retrieved from http://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/

Smith, J. (2013). 13 things you should never say at work. Forbes. Retrieved from http://www.forbes.com/sites/jacquelynsmith/2013/02/15/13-things-you-should-never-say-at-work/