Post on 21-Dec-2014
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Best Practices in Business Writing and Communication
Veronica Russell
ORG 536, Business Communication
Colorado State University – Global Campus
Dr. Robert Olszewski
July 27, 2014
Introduction to Business Communication
“highly effective internal communication is the key to engagement”
(Work-life News brief, 2009)
Effective Business Communication
Communication is the transmission of information and meaning from one individual or group to another
(Guffey & Loewy, 2011)
What is effective communication?
Oral
Written
Electronic
Face-to-Face
Effective Channels of Communication
Excuse me, what did you say?
Oral Communication
• Ability to understand and give response effectively by listening
• Active listening skills
• Oral communication is the vital skill of interrelationship between sender and receiver
• The sense of processing information helps managers make better decisions
• Receiving, Interpreting, Remembering, Evaluating, Responding (Rane, 2011)
Written Communication
First know your audienceKnow what message you want to conveyOrganize documentsUse appropriate grammar and spelling
(Dumbrava & Koronka, 2008)
Formal vs Informal Communication
Formal Communication Informal Communication
Preplanned Face to face conversations
Structured Telephone calls
Preplanned Letters, Memos
Thorough Interactive
Formal Informa
l
(Brush, 1995)
Electronic Communication
Effective electronic communication is most powerful when:Messages are clear & conciseSubject line Ex. 6-25-14 Strategic Planning
MeetingUse simple questionsFollow up by calling or by speaking face-to-
face
(Hershkowitz-Coore, 2005)
Face to Face Communication
Wyatt (2009) explains that communicating face-to-face has a more effective delivery than internet, social media, and printed materials.
Best Practices of Ethical Business Communication
Companies should establish their value systemEducate their employees on business ethicsDevelop a code of ethicsAppoint teams of people to implement code of ethicsDaily monitor of ethical behaviorPractice a no tolerance of unethical behaviorContinuous improvement of ethical business conduct
(Ivanis, 2012)
Ethical Behavior
Doing what’s right!
Ivanis (2012) states that business ethics and culture should be implemented in all levels of society to help create ethical social responsibility
Personal ethics
Business ethics
Legal ethics
12
Communication Plan
Draft Communication Plan
Stakeholder Info Needed When How Who EvaluationExternal Full Brief Bi-weekly Face to Face
Statistical Data/Reports Conference Team Progression
Guiding Coallition Status / Issues / Actions WeeklyMonthly
Email, F2F Conference
Team Update Status
Employees Feedback Weekly Face to Face Resources AssignedManagers Overview Monthly Email, Confr. Team
Students Problems, Data, Improvement Outcomes
After DataCollection
Flyers, Interviews Discussion
Team Survey
Business department
Effective Communication Process
2-3 Weeks Prior to Pilot
Conference Staff, Team, VP President
Data Collection Review Progress Report
(Valackiene, 2010)
Moral Responsibility
Personal Ethics- Individuals belief, world views, upbringing
(Ivanis, 2012) Business Ethics-
Adherence to company policies and proceduresAppropriate use of equipment and technologyFair wages and good working conditions
(Pearson, 2012)
Legal Ethics-(Stevens, 2007) state that when ethics are embedded in the culture
of the organization it encourages more ethical behavior. Commitment to social responsibility can have a positive effect on profits
Workplace Professionalism
Be PoliteBe
Respectful Speak Clear
Follow dress code
Represent organizatio
n positively
(Castillo, 2012)
Intercultural Business Communication
The ability to work with people from other cultures is vital to international business
(Bargiala-Chiappini, 2003)
• Diverse Cultures• Understand Business
Environment• Work on Multinational Teams• Gain Respect, Credibility
(Ainsworth, 2013)
Capture Your Audience
Business Writing Tips:
Stick with the factsKnow your audienceWhat is the skill level of your audienceProvide sufficient feedback
(Weiss, 2001)
Writing Tips
Use simple language
Use active verbs
Don’t use jargons
Limit adverbs
(Forbes, 2014)
SP
EL
L
CH
EC
K
Effective Writing Tips
Prewrite material
Revise if needed
Write or Type
(Weiss, 2001)
Electronic Messages & Digital Media
Connect •Connect with the unconnected•Global audience
Efficient •Messages will be received in seconds•Faster than mailing a letter, or faxing
Positive outcome •Professional•New age technology=results
(Hoen, 2006)
Positive Messages
Electronic communication should be used for things that have a positive tone and attitude and with definition (Olivia, 2004).
Positive messages are short and to the pointInclude the facts and steps of actionReceived positively May expresses Who, What, When, Where and
Why (Olivia, 2004)
Negative Messages
Strategies for writing negative messages:Create a buffer, this prepares the reader for the negative
newsKnow your audienceBe sensitive Use words like regrettable, unfortunately, Due to
(Salemo, 1998)
CLOSING
BAD NEWS
BUFFER
Continued Strategies for Negative News
Direct Strategy is used when
Non damaging news
New policy
Directness(Guffey & Loewll, 2012)
Business Presentations
Know your audienceOpening attention grabberProvide efficient materialWrite presentationBuild design & layoutUse visual aidsReview & rehearseProofreadProvide handoutsDeliver Presentation (Guffey & Loewy,
2012)
Business Reports, Plans and Proposals
Proposals should have the following:
• Credibility building statement• Background and purpose• Main problem, need or opportunity• Proposal & Main Point
Proposals Continued
Paper layout:
BodyProblem\AnalysisProposal BenefitsPlan & ScheduleBudget\Cost Analysis
(Reave, 2002)
REFERENCES
Castillo, M. (2012). Practicing professionalism. Health Care Registration: The Newsletter for Health Care Registration Professionals, 21(12), 8-9.
Communication is key to engagement. (2009). Work-life News-brief & Trend Report, 6.
Dumbrave, G., & Koronka, A. (2008). Basic aspects of effective business writing. Annals
of the University of Petrosani Economics, 8(1), 171-176
Forbes. (2014). Forbes.com LLC. Retreived from
http://www.forbes.com/2010/05/03/better-business-writing-leadership-careers-
tips_slide_11.html
Griffith, S. (2014) Retrieved from http://sarahgriffith.hubpages.com/hub/What-is-Intercultural-Business-Communication
Guffey, E. & Loewy, D. (2011). Business communications process and product (7th Ed.) South Western Cengage.
References Continued
Hershkowitz-Coore, S. (2005). Email: toxic or terrific? Journal for Quality &
Participation, 28(2).
Hoen, F. (2006). Make yourself heard. Communication World, 23(2), 35.
Ivanis, M. (2012). Business ethics & moral responsibility of the modern
company. Conference Proceeding: International Conference of the Faculty of Economics Sarajevo (ICES), 507-525.
Manning, C.A., Waldman, M.R., Lindsey, W.E., Newberg, A.B. & Cotter-
Lockard, D., (2012). Personal inner values: A key to effective face to face business communication. Journal of Executive Education, 11(1), 37-65.
Olivia, R.A. (2004). Respecting your receiver. Marketing Management 13(3), 40-42.
References Continued
Pearson Education, Inc. (2012). Retrieved from
http://www.ftms.edu.my/images/Document/BUSS0
201%20-%20Business%20Ethics/Velasquez_C8.pdf
Reave, L. (2002). Promoting innovation in the workplace: The Internal Proposal Business Communications Quarterly, 65(4), 8-21.
Salemo, D. (1988). An interpersonal approach to writing negative messages. Journal of
Business Communication, 25(1), 41-51.
Stevens, B., (2007). Corporate ethical codes: Effective Instruments for
Influencing Behavior. Retrieved from
http://link.springer.com/article/10.1007/s10551-007-9370-z#
Valackiene, A. (2010). Efficient Corporate Communication Decisions in Crisis
Management, Engineering Economics 21(1), 99-110.
Weiss, W.H. (2001). Writing clearly and carefully. Supervision, 62(12), 5.