BEST PRACTICES IN BUSINESS WRITING AND

COMMUNICATIONSteven Knoll

ORG 536- Contemporary Business Writing and Communication

Colorado State University – Global Campus

Dr. Robert Olszewski

March 30, 2014

Objectives

Effective and ethical communication Professionalism in the workplace Intercultural business communication Writing tips for the business professional Electronic messages and digital media Positive and negative messages Business presentations Business reports, plans, and proposals

Effective and Ethical Communication

Communication Process

1. Sender

has idea

2. Sender encodes

idea

6. Possible

additional

feedback to

receiver

5. Feedback travels to

sender

4. Receiver decodes message

3. Message travels over

channel

Flow of Information in an Organization

According to Guffey and Loewy (2011), free-flowing, open communication invigorates organizations and makes them more successful.

Three types of communication to improve the flow of information Downward Upward Horizontally

Flow of Information in an Organization

Downward Information comes from decision makers

through the chain of command to subordinates

To improve communication management can speak with smaller teams of employees

Managers can also use different media to communicate Newsletters Announcements Videos Podcasts

Flow of Information in an Organization

Upward Information comes from employees and is

sent up to management To improve communication management

offers incentive programs, encourages regular meetings, and provides a trusting positive environment to share ideas

Flow of Information in an Organization

Horizontal Are lateral channels used to share information

between workers at the same level Ways to improve horizontal communication

Use team communication techniques Develop reward systems for the team rather

than for individuals

Ethical Communication

Ethics Webster's (2014) definition: rules of behavior

based on ideas about what is morally good and bad

Guffey and Loewy (2011) added, ethical people are expected to follow the law and refrain from theft, murder, assault, slander, and fraud

https://www.youtube.com/watch?v=2sSWusph3ig

Ethical Communication

Ethical Business Communicators Abide by the law

One should know the laws in his/her field of work Telling the truth

Do not make untrue or deceptive statements Labeling Opinions

Know the difference between facts and opinions Being objective

Do not introduce your own biases Communication clearly

Write so everyone is able to understand the message Using inclusive language

Use language that includes, not excludes Giving credit

Give proper credit for ideas that were not yours

Ethical Communication

Doing the right thing, a check list to ensure ethical behavior: Is the action you are considering legal? How would you see the problem if you were on

the opposite side? What are alternate solutions? Can you discuss the problem with someone

whose advice you trust? How would you feel if your family, friends,

employer, or coworkers learned of your action?

Professionalism in the Workplace

Professionalism in the Workplace

Guffey and Loewy (2011), refer to professionalism as a set of soft skills and includes one’s abilities to work affectively in the following areas: Teams Meetings Listening Nonverbal Etiquette skills

Professionalism in the Workplace

Teams or Groups Better decisions Faster response Increased

productivity Greater buy-in Less resistance to

change Improved

employee morale Reduced risk

Successful Teams Small and diverse Agreement on purpose Agreement on

procedures Ability to confront

conflict Good communication Collaborate not

compete Ethical Shared leadership

Professionalism in the Workplace

Meetings Deciding whether a

meeting is necessary Selecting participants Distributing advance

information Use digital calendars to

schedule Getting started Moving the meeting along Participating actively and

productively Handling conflict Ending and following up

Professionalism in the Workplace

Listening Skills Control external and

internal distractions Become actively

involved Separate facts from

opinions Identify important

facts Avoid interrupting Ask clarifying

questions

Paraphrase to increase understanding

Capitalize on lag time

Take notes to ensure retention

Be aware of gender differences

Professionalism in the Workplace

Nonverbal Communication Types Eye contact Facial expression Posture and gestures Time Space Territory Appearance of

business documents Appearance of people

Etiquette Use polite words Express sincere

appreciation and praise Be selective in sharing

personal information Don’t put people down Respect coworkers’ space Rise above others’

rudeness Be considerate when

sharing things with others Choose the high road in a

conflict Disagree agreeably

Intercultural Business Communication

https://www.youtube.com/watch?v=AmoYmcZCoiw

Geographical borders and boundaries are becoming increasing irrelevant in today’s global market and understanding how other cultures interact is even more important (Henrietta, 2009).

Intercultural Business Communication

Low Context Cultures High Context Cultures

Tend to prefer direct verbal interaction Tend to prefer indirect verbal interaction

Tend to understand meaning at one level only

Tend to understand meanings embedded at many sociocultural levels

Are generally less proficient in reading nonverbal cues

Are generally more proficient in reading nonverbal cues

Value individualism Value group membership

Rely more on logic Rely more on context and feeling

Employ Linear logic Employ spiral logic

Say no directly Talk around point; avoid saying no

Communicate in highly structured messages, provide details, stress literal meanings, give authority to written information

Communicate in simple, sometimes ambiguous, messages; understand visual messages readily

Intercultural Business Communication

How to Communicate With a Diverse Audience Seek training Understand the value of differences

Diversity helps with innovation and creativity Don’t expect conformity Learn about your cultural self

Your culture is just one of many Make fewer assumptions

Not every one is like you Build on similarities

Shared experiences, mutual goals, and similar values

Writing Tips for the Business Professional

Business writing and oral presentation goals Purposeful

Writing to solve problems and convey information

Persuasive Need people to believe and accept your

information Economical

Be clear and concise not lengthy Audience Oriented

See the problem from the audience’s view point

Writing Tips for the Business Professional

Revise: Edit your message to be sure it is clear, conversational, concise, and readable.Proofread: Read over the message.Evaluate: Decide whether this message will achieve your purpose.

3. Revising

Research: Gather data to provide facts.Organize: Group similar facts together.Compose: Prepare a first draft, usually writing quickly.

2. Writing

Analyze: Decide on your purpose.Anticipate:Profile the audience.Adapt: What techniques can you use to adapt your message?

1. Prewriting

The 3x3 Writing Process

Electronic Messages and Digital Media

The use of electronic messaging though social media has become a very attractive and profitable opportunity for businesses (Meredith,2012).

Different types of electronic messages Electronic mail Instant messaging Text messaging Podcasts Blogs Wikis Social networking

Electronic Messages and Digital Media

When composing electronic messages Use the 3x3 writing guide Be professional Ensure the company allows using the media Follow company’s policies and procedures

about messaging and social media

Positive and Negative Messages

Positive messages Are messages communicating straightforward requests,

replies, and goodwill? 8 considerations for positive messages

Apply the 3x3 writing process Understand the appropriate use of different communication

types Compose direct messages that make requests and respond to

inquiries Write messages that clearly explain step-by-step instructions Prepare messages that make direct claims Messages that regain the confidence of customers Messages that convey kindness and goodwill Modify international messages to accommodate for other

cultures

Positive and Negative Messages

Negative messages Are messages that deliver refusals and bad news 7 considerations for negative messages

Apply the 3x3 writing process Use direct or indirect strategy to convey message Analyze the components of effective negative

messages, including opening with a buffer, apologizing, conveying empathy, presenting the reasons, cushioning the bad news and closing pleasantly

Ability to refuse typical requests How to handle bad news with a customer Ability to deliver bad news within an organization Ability to deliver bad news in other cultures

Business Presentations

8 steps in making a powerful multimedia presentation Start with the text Select the background and fonts Choose images that help communicate your

message Create graphics Add special effects Create hyperlinks Engage your audience by asking for

interaction Move your presentation to the internet

Business Reports, Plans, and Proposals

Tips for Writing in Business Use the 3x3 process Allow sufficient time Finish data collection Work from a good outline Provide a proper writing environment Use the features of your computer wisely Write rapidly; revise later Save difficult sections Be consistent with verb tense

Resources

Guffey, M. E., & Loewy, D. (2011). Business communication: process and product (7th ed.). Mason, OH: South-Western/Cengage Learning. Henrietta, Y. (2009). A proposal for transcending barriers of intercultural communication in global business: An instructional innovation. Global Business Languages, 1429-40. Meredith, M. J. (2012). Strategic communication and social media: An MBA course from a business communication perspective. Business Communication Quarterly, 75(1), 89-95. doi:10.1177/1080569911432305 Merriam-Webster (2014) http://www.merriam-webster.com/