Top Banner
BUSINESS WRITING AND COMMUNICATION BEST PRACTICES Eddie Carraro ORG 536 Module 8 Portfolio June 29 th , 2014
25
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Page 1: Mod 8

BUSINESS WRITING AND

COMMUNICATIONBEST PRACTICES

Eddie Carraro

ORG 536 Module 8 Portfolio

June 29th, 2014

Page 2: Mod 8

TOPICS

1.

• Effective and ethical business communication

2.• Professionalism in the workplace

3.• Intercultural business communication

4.• Writing tips for business professionals

5.• Electronic messages and digital media

6.• Positive and negative messages

7.• Business presentations

8.• Business reports, and proposals

Page 3: Mod 8

EFFECTIVE & ETHICAL BUSINESS

COMMUNICATION60% of employers say

applicants lack communication and interpersonal skills

44% of employers say communication, soft

skills, critical thinking, creativity, and

collaboration is biggest gap for applicants

20% of employers can’t fill positions due to an

inability to attract applicants with soft

skills

-Time Magazine, Nov. 10th, 2013

Page 4: Mod 8

EFFECTIVE BUSINESS COMMUNICATION

Put your business ideas into words, numbers, and

pictures

Consider if the message is timely and appropriate

message

Review for clarity and conciseness

Choose delivery method

Page 5: Mod 8

EFFECTIVE BUSINESS COMMUNICATION

Voice conferencing

Web conferencing

Text and chat

Instant messaging

Blogs, Podcasts,

Wikis

Collaboration

technologies

Intranets

Communication Options

Page 6: Mod 8

ETHICAL BUSINESS COMMUNICATION

• Legal and truthful• Facts versus opinions• Clear and inclusive• Citing sources• Avoiding bias

Page 7: Mod 8

PROFESSIONALISM IN THE WORKPLACE

“Employers want teams that can work together efficiently and productively”

Guffey & Loewy, 2011

Page 8: Mod 8

PROFESSIONALISM AND THE LEADER

Leader and effective teams:Set expectations and example for

communicationEnsure inclusion of all team

membersBe fair and objectiveEncourages discussion and healthy

debateResolve disputesProvides meaningful and timely

feedbackListen to team, customer, and

superior’s feedback

Page 9: Mod 8

PROFESSIONALISM AND THE TEAM

Team member effective teams:Supports teamAction and goal orientedProactive communicatorsActive listenersOffer diverse perspectivesRespectful and patient

Page 10: Mod 8

INTERCULTURAL BUSINESS

COMMUNICATION

Context

Individualism

Formality

Communication style

Time orientation

Cultural considerations:

Page 11: Mod 8

INTERCULTURAL BUSINESS COMMUNICATION

Oral Communication

Learn foreign phrases

Use simple English

Speak slowly

Observe eye messages

Encourage accurate feedback Check for comprehension

Accept blame

Listen without interrupting

Smile when appropriate

Follow up in writing

Page 12: Mod 8

INTERCULTURAL BUSINESS COMMUNICATION

Written Communication

Consider local styles

Strive for clarity

Use short sentences

Avoid ambiguous expressions

Use correct grammar

Cite numbers carefully

Observe rank and title

Accommodate reader

Page 13: Mod 8

WRITING TIPS FOR THE BUSINESS PROFESSIONAL

Purposeful

Persuasive

Concise

Audience Oriented

Page 14: Mod 8

WRITING TIPS: 3X3 PROCESS

Prewriting

• Analyze• Anticipat

e• Adapt

Writing

• Research• Organize• Compose

Revising

• Edit• Proof• Evaluate

Page 15: Mod 8

ELECTRONIC MESSAGES &

DIGITAL MEDIA

Page 16: Mod 8

ELECTRONIC MEDIA: DO’S AND DON’TS

• Know workplace policies• Separate work & personal• Treat online speech as public• Use care when using social

media

Do’s:

• Send personal messages from work

• Post questionable content• Share unsecured files online• Open unknown attachments or

links

Don’ts

Page 17: Mod 8

POSITIVE AND NEGATIVE MESSAGES

+Making request+Responding to request+Making a claim+Revealing good news+Goodwill messages

- Saying no- Rejections- Denying claims- Rate increases- Problems- Customer complaints- Decline invitations

Page 18: Mod 8

POSITIVE MESSAGES

Start with purpose

Use names

Be direct

State facts

Summarize actions

Page 19: Mod 8

NEGATIVE MESSAGES

• Use best news, compliments, appreciationBuffer

• Sincere, accept responsibility, use judgmentApologize

• Show understanding and feelingsConvey empathy

• State benefits, policies, positive news, and fairnessClear reasons

• Placement, passive voice, highlight positive, imply refusal

Cushion response

• Suggest compromise, state good intentions, look forward to futureClose pleasant

Page 20: Mod 8

BUSINESS PRESENTATIONS

“The number 1 predictor of success and upward mobility is public speaking”

-Debbie Joy, 2007

Page 21: Mod 8

BUSINESS PRESENTATIONS

Prepare thoroughly• Practice makes permanent

Organization• Follow logical progression for audience to follow

Audience rapport• Adapt delivery to audience disposition

Visual and audible aids• Embrace “Edu-tainment”! Appeal to audience

senses

Page 22: Mod 8

BUSINESS PRESENTATIONSDelivery

• Practice projecting voice• Involve audience • Add humor • Personalize stories• Share examples• Relate to handouts• Use body language• Move and change positions

Page 23: Mod 8

BUSINESS REPORTS, PLANS, AND PROPOSALS

Page 24: Mod 8

BUSINESS REPORTS, PLANS, AND PROPOSALS

Selecting communication: formal/informal

Analyze problem and purpose

Anticipate audience and issues

Plan and draft report

Page 25: Mod 8

Provide quality sources

Credible

Research based

Supports claims

Provide references and citations

Engage with compelling

visuals

Tables

Graphs

Charts

Photos

Make recommendatio

ns

Cost/benefit and SWOT analysis

Elaborate actions

Acknowledge resource

limitations

Highlight timeline

BUSINESS REPORTS, PLANS, AND PROPOSALS