Best Practices in Business Writing and Communication

Jaymie BrainORG 536 – Contemporary Business Writing and Communication

Colorado State University – Global CampusDr. Robert OlszewskiNovember 19, 2013

Introduction

Good business relationships are contingent upon

What is effective communication?

effective communication

(Condron, 2012)

Effective Communication

Communication: The process of exchanging information

Effective: Successful in producing desired intent or results

Effective + Communication = Exchanging information to successfully produce a desired intent or result

(Definition: Communication, 2013; Definition: Effective, 2013; Condron, 2012)

Barriers to Communication

Barriers block, distort, or alter the informationShannon’s Communication Model Examples of barriers:

Non-assertive behavior Task-preoccupation Anger or frustration Personal bias Team diversity Organizational structure Interruptions

Listener Perceived

SenderIntended

Message

Feedback

Barriers to Communication

(Fitchard, 2007)

By identifying barriers and applying countermeasures, people can effectively

communicate

Ethical business communication

Ethics is a corporate and individual concern

ChannelsWrittenVerbalElectronicVisual / In-Person

OriginatorsTeamsCommittee MembersSubject Matter ExpertsIndividuals

Alignment DocumentsMission StatementsConfidentiality AgreementCode of ConductCode of Ethics

Internal CommunicationLegal DocumentsInformal Messages

External CommunicationCorporate AnnouncementsPress Releases

(DeCay, 2011)

Disconnect between internal and external

communications

Formal & Informal Channels

Formal Communication• Supported arguments• Main points fully evolved• Thorough • Limited emotions• Written in third person

Informal Communication• Exploratory• Speculative• Writer-based• Emotional• First person narrative

Internal or external communication may be formal or informal

(Johnson, Donohue, Atkin, & Johnson, 1994)

Intercultural business communication

From individuals or groupswithin or between countries

in a business environment

from different culturesConsiderations:• Directness• Openness • Individualism vs. collectivism• National, corporate, and business cultures• People are members of more than one culture• Corporate policy• Individual preferences

(Varner, 2000)

Intercultural business communication

The ability to communicate, negotiate and effectively work with people from other cultures is vital to business.

To foster understanding:• Maintain formality• Show respect• Communicate clearly• Be inclusive• Limit use of slang, acronyms, and emotions

(Varner, 2000)

Writing tips for the business professional

(Coster, 2010; Guffrey & Loewy, 2012)

The Avoid List• Common grammatical errors• Jargon• Unnecessary use of long words or sentences• Oversimplifying

Writing tips for the business professional

The audience is the most important factor in business writing.

Know the audience

Knowledge level?

Relationship?Possible

reactions?Interest level?

(Guffrey & Loewy, 2000)

Writing tips for the business professional

Use a writing process

(Guffrey & Loewy, 2012)

Prewriting

RevisingW

riting

Writing tips for the business professional

Business messages should bePurposefulEconomicalAudience OrientedPersuasive Remember

PEAP

(Guffrey & Loewy, 2012)

Writing tips for the business professional

The Do List• BLUF - Bottom Line Up Front• Clarity• Use plain English• Limit emotions• Active Voice• Simple, clear, and concise language

(Coster, 2010; Guffrey & Loewy, 2012)

Positive and negative messages

Is the coach conveying a positive or negative message?

How about this coach?

Positive and negative messages

Actions speak louder than words…the technique of reading people is an art.

Body language can• Repeat the message being said• Contradict what words are saying• Substitute for verbal message• Accent or make the message stronger

Over 65% of all communication is non-verbal.(Shukla, 2009)

Positive and negative messages

Positive messages• Convey more information• Are more pleasant to read• Tells what is and what can be done

(Guffrey & Loewy, 2012 ; Shukla, 2009)

Positive and negative messages

Delivering good news:• Open with a clear message• React to the conversation• Close with tasking, action request, or a thank

you

(Guffrey & Loewy, 2012 ; Shukla, 2009)

Positive and negative messages

When delivering bad news:• Explain position clearly and completely• Maintain professionalism• Convey empathy and sensitivity

(Guffrey & Loewy, 2012 ; Shukla, 2009)

Positive and negative messages

Direct or Indirect Strategy• Use a direct strategy for news that is not damaging or that may

be overlooked• Use an indirect strategy for news that is personally upsetting,

may provoke a hostile reaction, or is unexpected (sandwich approach)

(Guffrey & Loewy, 2012 ; Shukla, 2009)

Buffer

Bad News

Closing

Sandwich Approach

Electronic messages and digital media

• Efficient and quick• Select most effective channel, not most

preferred channel • Maintain professionalism• Reach global audience in seconds

(Guffrey & Loewy, 2012)

Choosing Communication Channels

(Guffrey & Loewy, 2012)

Channel Best Use

Blog When one person needs to present information

Email When feedback is necessary

Face to Face For a rich, interactive medium; used for persuasive and bad news

Face to Face – Group When group decisions are important.

Fax When a written record and speed is important across international boundaries

Instant Message When online and need a quick response

Letter When a written record or formality is required

Memo Written record to clearly explain policies and procedures

Phone Call When delivering or gathering information quickly

Report or Proposal When delivering considerable data, internal or external

Voice Mail Message To leave important or routing information for the receiver

Video or Audio Call When members are geographically dispursed

Wiki When digital information must be maid available to otherss

Business Presentations

The Steps• Know the audience• Know the material• Write the speech• Build the presentation• Rehearse & refine• Deliver the Presentation

Strike a balance between boring and

flashy

(Guffrey & Loewy, 2012)

Business reports, plans and proposals

Purpose is to• Solve Problems• Provide services• Sell Products

Framework• Identify purpose in first paragraph• Define and discuss goals• Organize findings• Discuss actions, resolution, or recommendation

(Guffrey & Loewy, 2012)

Key Concepts

A successful business writer must:• Know the audience• Understand the demand for good writing• Know the end state and the path• Be explicit, clear, and concise• Be interesting• Organize thoughts• Select tone and channel for best results• Prewrite, write, revise

(Guffrey & Loewy, 2012)

Additional Resources

• For more information– Essentials of Business Communications– Shockingly effective presentations– Competent Speaker Evaluation Sheet

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