Org 536 Best Practices in Business Writing and Communication

Best Practices in Business Writing and Communication Damon Ware

ORG536 – Contemporary Business Writing and CommunicationColorado State University – Global Campus

Professor Brian NeffApril 11, 2014

PRESENTATION OVERVIEW

Effective and Ethical Business Communication

Professionalism in the Workplace

Business Reports, Plans, and Proposals

Business PresentationsIntercultural Business Communication

Writing Tips for the Business Professional

Positive and Negative Messages

The Use of Electronic Messages and Digital Media for Business Communication

Communication – is the transmission of information and meaning from one individual or group to another. It is successful when the receiver understands it as it is intended. An organizations success depends on effective communication.

Communication – involves speaking, listening, non-verbal communication, and writing. Through communication, people share ideas, communicate their needs and expectations, and make plans.

People – in organizations communicate regularly: by phone, writing emails, at a meeting, making a presentation, writing a proposal or report, and even conducting an interview.

COMMUNICATION

(Guffey & Loewy, 2011)

Source: http://www.writechangegrow.com/2012/03/5-communication-mistakes-that-can-mess-with-your-life/

Importance of Effective

Communication

Establishes Effective

Leadership & Decision Making

Aids in Motivation and Morale Development

Must be Able to Read, Listen, Speak, and Write

A Skill Employers Seek in Potential Employees

Increase Managerial Efficiency and Professionalism

EFFECTIVE COMMUNICATION


Barriers to Communication• Things or people that hinder effective interactions or relationships.• Something that hinders transmission of information from one place or person

to another.• An obstacle in a workplace that prevents effective exchange of ideas or

thoughts.• Things that affect the flow of communication.

BARRIERS TO COMMUNICATION

Source:http://dailyenglish24.blogspot.com/2013/08/barriers-to-communication-overcome-strategy.html


SS

ETHICAL COMMUNICATION

Ethics refers to conventional standards of right and wrong that prescribe what people should do.

Abide by the LawGive Credit to Others for Their Ideas

Use Inclusive Language Tell the Truth

Label Opinions So Others Know Facts from OpinionsCommunicating Clearly

Being Objective

Source: http://www.corevalues.com/leaders/the-100-most-influential-people-in-business-ethics/


AttireEthical

Org

aniz

ed Etiquette

Punctual

PROFESSIONALISM IN THE WORKPLACE

Be organized, prepared, and dedicated to your position.

Be ethical, and realize the sensitivity of your position.

Always dress professional and appropriate.

All etiquette should be professional and respectful.

Be puctual and adhere to commitments.


Be Animated• Be enthusiastic and

show it through body language.

Dress to Impress• You will undoubtedly be

judged by your appearance.

Vary Facial Expressions• Begin with smile, and

vary facial expressions based on corresponding message.

Punctuate Words• Keep audience

interested by varying tone, volume, pitch, and pace.

Speak Extemporaneously• Do not read from notes.

Speak freely to come acrooss more competent.

Move Around• Do not get glued behind

a podium or obstruction. Movement makes you look more natural.

NONVERBAL MESSAGES AND PUBLIC SPEAKING


Source:http://muovo.blogspot.com/2012/07/non-verbal-communication-enhances.html

Oral Communication• Learn foreign phrases• Use simple english• Speak slowly and

enunciate clearly• Observe eye messages• Encourage accurate

feedback• Check frequently for

comprehension• Accept blame• Listen without

interrupting• Smile when appropriate• Follow up in writing

Written Messages• Consider local styles• Observe titles and rank• Use shorter sentences

and paragraphs• Avoid ambiguous

expressions• Strive for clarity• Use correct grammar• Cite numbers carefully• Accommodate the reader

in organization, tone, and style.

BEST PRACTICE FOR INTERCULTUAL COMMUNICATION


Source: http://www.dal.ca/dept/interculturalcommunication.html

Prewriting• Analyze• Anticipate• Adapt

Revising• Revise• Proofread• Evaluate

Writing• Research• Organize• Compose

WRITING PROCESS

3x3 Writing Process


Business Writing Tips• Know your audience and the

result you would like to achieve.• Use a strong active voice and a

conventional tone.• Replace hyperbole with solid

facts and reputable testimony.• Convert product and service

features with benefits.• Don’t rely solely on word

processor spell check, read it out loud before sending.

• Write from a customers perspective and what will interest them.

• Be clear, concise, and to the point.

WRITING TIPS FOR THE BUSINESS PROFESSIONAL

(Khan, 2008)

Source: http://xavierleadershipcenter.com/programs/business-writing-for-results/

SS

WRITING ESSENTIALS

Allow sufficient time.

Finish data collection.Be consistent in verb tense.

Save difficult sections. Work from a good outline.

Provide a proper writing environment.Write rapidly; revise later.

Use the features of your computer wisely.


Source: http://education-portal.com/articles/Pay_Attention_in_English_Comp_10_Ways_Youll_Use_Writing_in_Your_Career.html

CHOOSING CORRECT COMMUNICATION CHANNEL


CHANNEL BEST USEBlog When a person needs to present digital

information that is available to others.

E-mail When you need feedback but not immediately. Does have a lack of security.

Face-to-Face When you need a rich interactive medium.

Face-to-Face Group Meetings When a group decision or consensus is needed.

Instant Message When you are online and need a quick response.

Letter When you need a written record to explain, discuss, or collect information with others outside of the organization.

Report or Proposal When you are delivering considerable data.

Wiki When digital information must be available to others. Useful for collaboration where participants can add, remove, and edit content.

Fax When a message must cross time zones or international boundaries, when a written record is significant.

Memo When you need a written record to explain, discuss, or collect information within an organization.

• Summarize the central idea.• Include labels if appropriate.• Avoid empty or dangerous words.

Subject Line

• State the purpose for writing.• Highlight questions.• Supply information directly.

Opening

• Explain details.• Enhance readability.• Applay document design.• Be cautious.

Body

• Request action.• Provide a goodwill statement or a

closing thought.• Avoid cliché endings.

Closing

PROFESSIONAL EMAIL


Electronic MailInstant

MessagingText

Messaging Blogs Wikis Social Networking

• The communication channel of choice for businesses.

• Interactive and immediate with real time exchanges of messages.

• Short messages that are sent between mobile and wireless devices.

• Web site with journal entries written and commented on.

• Public or private web site to collaborate and access information.

• Diverse members connect and collaborate in social communities.

• Creates a permanent record.

• Creates a permanent text record.

• Connects many devices together for conversation.

• Combine text, images , and links to information.

• Database that records all changes.

• A very popular use of the internet.

• Recipient can read, print, forward, save, or delete.

• Similar to phone conversations with private chat.

• Short person to person inquiries and responses.

• Good for information exchange and feedback.

• A place for a large dispersed team to share and revise projects.

• An excellent e-commerce opportunity for organizations.

DIGITAL MEDIA BUSINESS COMMUNICATIONS


Positive Messages• Positive messages are often the

easiest to write because the audience is expected to be fairly receptive of the presented information, thus they tend to follow the direct pattern by stating the idea at the very beginning following with the explanation.

• Usually done in electronic mails, letters, and memos.

• Types of Positive Messages: Requests for

Information/Action Claims Replies

Negative Messages• Negative messages are usually

difficult to write because the audience is being told exactly what they don't want to hear. Negative messages most often include refusing requests and delivering bad news to a customer or to those within an organization. Certain techniques that help soften the blow of bad news are applicable to all negative messages. Remember, when writing a negative message, the audience is likely to be unreceptive so be sure to use the indirect approach.

• Ways to Reduce Negative Feelings: Buffer the Opening Be Empathetic Clearly Explain Reasons Remain Professional Avoid Negative Words Be Sincere Close Politely and Pleasantly

DELIVERY OF POSITIVE AND NEGATIVE MESSAGES


STRATEGY WHEN DELIVERING NEGATIVE MESSAGES


Direct StrategyWhen the bad news is not damaging. When the receiver may overlook

the bad news. When the organization or receiver prefers

directness. When firmness is necessary.

Indirect StrategyWhen the bad news is personally

upsetting. When the bad news will provoke a hostile reaction. When the

bad news threatens the customer relationship. When the bad news is

unexpected.

Know Your Audience• How will this topic appeal to this

audience?• How can I relate this information

to my listeners’ needs?• How can I earn respect so that

they accept my message?• What would be most effective in

making my point? Facts? Statistics? Personal experiences? Expert opinion? Graphic illustrations? Demonstrations? Case histories? Analogies?

• What measures must I take to ensure that this audience remembers my main points?

KNOW YOUR AUDIENCE


Source: http://www.buildandbalance.com/2011/08/bond-with-your-audience-through-humor/

Powerful Multimedia Presentations• Start with the text.• Select backgrounds and fonts.• Choose images that help

communicate your message.• Creat graphics.• Add special effects.• Create hyperlinks to approximate

the Web browsing experience.• Engage your audience by asking

for interaction.• Move your presentation to the

Internet.

MULTIMEDIA PRESENTATIONS


Source:http://www.antonioferreiraweb.com/for-realtors-social-media-marketing-and-online-promotion/

Before Presentation• Prepare Thoroughly• Rehearse

Repeatedly• Time Yourself• Check the Room• Greet Members of

the Audience• Practice Stress

Reduction

PRESENTATION DELIVERY

After Presentation• Distribute

Handouts• Encourage

Questions• Repeat Questions• Reinforce Your Main

Points• Keep Control• Avoid “Yes, But”

Answers• End with a

Summary and Appreciation

During Presentation• Begin with a Pause• Present Your First

Sentence From Memory

• Maintain Eye Contact

• Control Your Voice & Vocabulary

• Move Naturally• Use Visual Aids

Effectively• Avoid Digressions• Summarize Your

Main Points and Arrive at the High Point of Your Talk


Informal Reports• Informal reports are

generally 1-3 pages.• Are less formal and can use

casual language.• Generally shared internally

within an organization. • Audience usually is

knowledgeable about contents.

• Written as a memo or letter.• Highlights facts and specific

recommendations.• Written using first and

second person styles.

Formal Reports• Formal reports are longer,

structured, and require attention to detail.

• Must be understandable to the audience.

• A formal report explains detailed analysis.

• Generally written for individuals outside of the organization.

• Needs careful planning.• Used for more complex data.• Used to analyze, interpret, draw

a conclusionn, and provide a recommendation.

• Written using third person style.

FORMAL AND INFORMAL REPORTS

(Business Communication Articles, 2013)

Direct Strategy• Identify the problem or

need briefly.• Announce the

recommendation, solution, or action concisely.

• Explain fully the benefits of the recommendation.

• Include a discussion of pros, cons, and costs.

• Conclude with a summary specifying the recommendation and necessary action.

Indirect Strategy• Refer to the problem in

general terms in the subject line.

• Describe the problem or need your recommendation addresses. Be specific.

• Discuss alternative solutions.• Present the most promising

alternative last.• Show how the advantages of

your recommendation outweigh the disadvantages.

• Summarize your recommendation.

• Ask for authorization to proceed if necessary.

DIRECT/INDIRECT STRATEGY OF FORMAL REPORTS


Components of Formal Reports• Cover• Title Page• Letter or Memo of Transmittal• Table of Contents• List of Illustrations• Introduction• Body• Conclusions• Recommendations• Appendix• References

FORMAL REPORT WRITING


Source: http://incedogroup.com/business-plans-what-is-it-and-why-do-i-need-it/

Components of Business Proposals• Copy of the Request for Proposal• Letter of Transmittal• Abstract or Executive Summary• Title Page• Table of Contents• List of Illustrations• Appendix

FORMAL BUSINESS PROPOSALS


Source: http://smallbusiness.chron.com/decline-business-proposal-graciously-32380.html

Components of Business Plan• Letter or Transmittal and/or

Executive Summary with Mission Statement

• Table of Contents• Company Description• Product or Service Description• Market Analysis• Operations and Management• Financial Analysis• Appendixes

FORMAL BUSINESS PLAN


Source:http://under30ceo.com/10-alternatives-to-the-formal-business-plan/

References• Business Communication Articles. (2013). Difference between formal and informal reports. Retrieved from

http://www.businesscommunicationarticles.com/difference-between-formal-and-informal-reports/ • Crompton, D. (2012). The 100 most influential people in business ethics. Retrieved from

http://www.corevalues.com/leaders/the-100-most-influential-people-in-business-ethics/• Dalhousie University. (2014). Intercultural communication certificate. Retrieved from http://www.dal.ca/dept/interculturalcommunication.html• Education Portal. (2010). Pay attention in English comp: 10 ways youll use writing in your career. Retrieved from

http://education-portal.com/articles/Pay_Attention_in_English_Comp_10_Ways_Youll_Use_Writing_in_Your_Career.html• Effective Business Communication. (2013). Retrieved from

http://dailyenglish24.blogspot.com/2013/08/barriers-to-communication-overcome-strategy.html• Ferreira, A. (2013). Global and regional.

Retrieved from http://www.antonioferreiraweb.com/for-realtors-social-media-marketing-and-online-promotion/

• Finkle, L. (2011). Business plans: What is it and why do I need it. Retrieved from http://incedogroup.com/business-plans-what-is-it-and-why-do-i-need-it/

• Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th Ed.). Independence, KY: Cengage Learning.• Houston Chronicle. (2014). How to decline a business proposal graciously. Retrieved from

http://smallbusiness.chron.com/decline-business-proposal-graciously-32380.html • Khan, S. (2008). Effective business writing tips for professionals. Retrieved from http://www.davekahle.com/article/writingtips.html• Muovo Malta (2011). Non-verbal communication enhances effective communication.

Retrieved from http://muovo.blogspot.com/2012/07/non-verbal-communication-enhances.html • Neuendorff, M. (2011). Bond with your audience through humor. Retrieved from

http://www.buildandbalance.com/2011/08/bond-with-your-audience-through-humor/• Under 30 CEO. (2013). 10 alternatives to the formal business plan.

Retrieved fromhttp://under30ceo.com/10-alternatives-to-the-formal-business-plan/

Org 536 Best Practices in Business Writing and Communication

Presentations & Public Speaking

bad news

negative messages

written record

main points

guffey amp

informal reports

collect information

contents list