BUSINESS WRITING AND COMMUNICATION BEST PRACTICES Eddie Carraro ORG 536 Module 8 Portfolio June 29 th , 2014
BUSINESS WRITING AND
COMMUNICATIONBEST PRACTICES
Eddie Carraro
ORG 536 Module 8 Portfolio
June 29th, 2014
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
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
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
EFFECTIVE BUSINESS COMMUNICATION
Voice conferencing
Web conferencing
Text and chat
Instant messaging
Blogs, Podcasts,
Wikis
Collaboration
technologies
Intranets
Communication Options
ETHICAL BUSINESS COMMUNICATION
• Legal and truthful• Facts versus opinions• Clear and inclusive• Citing sources• Avoiding bias
PROFESSIONALISM IN THE WORKPLACE
“Employers want teams that can work together efficiently and productively”
Guffey & Loewy, 2011
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
PROFESSIONALISM AND THE TEAM
Team member effective teams:Supports teamAction and goal orientedProactive communicatorsActive listenersOffer diverse perspectivesRespectful and patient
INTERCULTURAL BUSINESS
COMMUNICATION
Context
Individualism
Formality
Communication style
Time orientation
Cultural considerations:
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
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
WRITING TIPS FOR THE BUSINESS PROFESSIONAL
Purposeful
Persuasive
Concise
Audience Oriented
WRITING TIPS: 3X3 PROCESS
Prewriting
• Analyze• Anticipat
e• Adapt
Writing
• Research• Organize• Compose
Revising
• Edit• Proof• Evaluate
ELECTRONIC MESSAGES &
DIGITAL MEDIA
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
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
POSITIVE MESSAGES
Start with purpose
Use names
Be direct
State facts
Summarize actions
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
BUSINESS PRESENTATIONS
“The number 1 predictor of success and upward mobility is public speaking”
-Debbie Joy, 2007
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
BUSINESS PRESENTATIONSDelivery
• Practice projecting voice• Involve audience • Add humor • Personalize stories• Share examples• Relate to handouts• Use body language• Move and change positions
BUSINESS REPORTS, PLANS, AND PROPOSALS
BUSINESS REPORTS, PLANS, AND PROPOSALS
Selecting communication: formal/informal
Analyze problem and purpose
Anticipate audience and issues
Plan and draft report
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