Org 536 portfolio project andrew bales 1
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Transcript of Org 536 portfolio project andrew bales 1
Best Practices in Business Writing and Communication
Andrew BalesORG 536 – Contemporary Business Writing
and CommunicationColorado State University – Global Campus
Dr. Robert OlszewskiNovember 24, 2013
Communication is the transmission of information and meaning (CSU-Global, 2013)
Professional promotions, hiring, or firing often depend on communication skills
Communication skills crucial to organizational and employee success
The Importance of Communication
EffectiveCommunication
Sender has idea
Message developed
Message sent to receiver
Message evaluated by
receiver
Feedback provided to
sender
Sender provides
feedback to receiver
Effective Communication
Ensuring the same understanding of words Recognizing the viewpoint of the receiver
◦ Identifying how they may react Using proper language skills Avoiding interruptions Creating feedback from the receiver
through questions (Guffey & Loewy, 2011)
Overcoming Communication Barriers
Ethics are the moral standards upheld by an organization (Guffey & Loewy, 2011)
Abide by the law and tell the truth Communicate objectively and clearly Use inclusive language Establish credit for another’s work and
provide reference to their work
Ethical Business Communication
Soft Skills
Oral and Written Communications
Non-verbalcommunication
Teamwork
ListeningAbility
Understandingof etiquette
Workplace Professionalism
Crucial to organizational professionalism and success
Teams forming more in today’s workplace◦ Increases employee production and effectiveness
(Guffey & Loewy, 2011) Conflict – generates productive discussion Conformity – should be avoided Consensus – reflects thinking of all team
members (CSU-Global, 2013)
Teamwork
Organizations are increasing cultural diversity
International expansion necessary for major organizations◦ World marketplace expanding rapidly
Culturally diverse employees critical to organizational success◦ Understand cultural differences◦ Communicate effectively between cultures
(Guffey & Loewy, 2011)
Intercultural Business
Communication between people of different cultures
Successful organizations adapt to local language to conduct business◦ Ensures respect and better understanding (CSU-
Global, 2013) Understanding communication within
different cultures allows organizations to be more effective and efficient (Guffey & Loewy, 2011)
Intercultural Communication
• Practicing empathy • Creates respectful environmentPatience
• Learning phrases of local culture• Speak clearly and slowly
Verbal Communication
• Maintain eye contact and appropriate facial expression
• Listen without interrupting
NonverbalCommunication
Bridging the Cultural Gap
Writing strategy is essential ◦ Increases effectiveness◦ Saves time◦ Creates a clearer message
3x3 Writing process◦ Prewriting◦ Writing◦ Revising◦ (Guffey & Loewy, 2013)
The Business Writing Process
Most important step is understanding the audience
Questions to ask about the audience◦ Who?◦ What is the relationship with audience?◦ Reaction to message?◦ Existing knowledge of the audience?◦ (CSU-Global, 2013)
Prewriting
Placing ideas down on paper – rough draft Need proper writing environment
◦ Limit distractions◦ Establish appropriate time
Form the purpose Write with no reservation (CSU-Global, 2013)
For more information on the writing process visit:https://owl.english.purdue.edu/owl/section/1/1/
Writing
Content- Only needed information- Ensure best message created
Style- Rhythm and flow - Style compatible with audience
Correctness
- Edit for spelling, grammar, punctuation
Revising
Purpose
• Why is the message being sent?• What do you want to achieve?
Best
Channe
l
• Importance of message and interactivity required• Amount of formality required and sensitivity of
message
Faster Channels
• Technology driving change• Cell phones, email, instant messaging
Selecting the Right Communication Channel
Plays major role in customer relationships◦ Easier to establish◦ More ways to contact customer base (Guffey &
Loewy, 2011) Improves operation within organizations
◦ Offers competitive advantage The way of communication inside
organizationsFor more information on technology in the workplace, visit: http://www.insidebusiness360.com/index.php/what-is-the-impact-of-new-technology-in-the-workplace-6-30701/
Technology in Today’s Workplace
Create immediate and efficient communication channels
Email◦ Productive and instant communication
Instant Messaging◦ Real time communication from any location
Blogs◦ Used to present information and receive feedback
Electronic Communication
Major use of the internet Provides advertising opportunity Generates customer interaction
◦ Receive feedback – good and bad Place to respond instantly (CSU-Global, 2013)
Helps brand recognition Promotes growth
The Social Media Advantage
Most common messages in workplace
Positive Messages
• Usually written in email, letter, or memo• Organized and detailed
Request and Reply
• Positives explained immediately• Maintain confidence throughout
Change or Adjustment
• Expressions of thanks, recognition, or sympathy
• Selfless, precise, sincere, and shortGoodwill
Difficult to deliver and craft◦ Necessary in all organizations
Goals of communicating negative messages◦ Clear and complete◦ Professional◦ Empathetic and sensitive to audience◦ Be fair◦ Maintain desire to have friendly relationship◦ (Guffey & Loewy, 2011)
Negative Messages
Strategies to Deliver Negative MessagesDirect Strategy Indirect Strategy
Negative message communicated initially◦ Minor negative message◦ Audience may overlook
negative message◦ When strength and
firmness is necessary
Introducing negative message gradually
Buffering with good news or message everybody agrees upon◦ Negative message is
personal◦ Could create aggressive
negative reaction◦ Affects customer
relationship◦ Unexpected negative
message
Presentations major part of organizational growth and operation◦ Quality speaking skills provide advantage◦ A well developed presentation does the same
Three areas to focus on when developing a business presentation◦ Preparation/Organization◦ Audience◦ Content◦ (Guffey & Loewy, 2011)
Business Presentations
Preparation
Understand your purpose
What do you want to achieve
Organization
Introduction gets the attention of the audience
Body explains your main points
Conclusion summarizes presentation
Preparation and Organization
Audience is a key component to presentation Know your audience
◦ Why are they interested◦ How will they react◦ What is the best way to establish the main points
Build rapport with the audience◦ Analogies◦ Personal stories that relate to audience◦ Statistics relating to audience
Nonverbal messages make a difference◦ Look and sound professional◦ Be enthusiastic and maintain eye contact
Understanding Your Audience
Visual aids spark interest◦ Help get the point across◦ Use of color and pictures◦ Handouts after presentation
Adapt content to audience Use templates to add design Revise and evaluate content
◦ Ensures most effective presentation ◦ Proper organization
Presentation Content
Business Reports
Informal Formal
Typically email, memo, or letter
Everyday business communication◦ Progress reports◦ Activity reports
Contain less amounts of detail
Employee or customer surveys (Howard, n.d.)
Well organized with significant detail◦ Information obtained
through extensive research and analysis
Developed to address problems and recommend solutions
Presented to major decision makers (Guffey & Loewy, 2011)
Plan a course of actions that will make a business successful
Critical in obtaining financial support for a new business
Should include:◦ Description of business◦ Product and/or services offered◦ Analysis of desired market◦ How business will operate and who will manage◦ Financial analysis of cost, revenue, existing and
needed capital◦ (Guffey & Loewy, 2011)
Business Plans
Developed to provide products, services, or solutions◦ Goal – generate growth
Detailed and exact documents Well organized
◦ Contain purpose, plan and schedule◦ How proposal is executed◦ Authorization of proposal
Business Proposals
Colorado State University-Global Campus. (2013). Module 1 – Effective, ethical and professional business communication [Blackboard
ecourse]. In ORG 536 – Today’s changing workplace and communication in today’s organizations (p. 1-2). Greenwood Village, CO: Author.
Colorado State University-Global Campus. (2013). Module 2 -- Intercultural communications. [Blackboard ecourse]. In ORG 536 – The
international workplace (p. 1). Greenwood Village, CO: Author. Colorado State University-Global Campus. (2013). Module 3 – The
writing process. [Blackboard ecourse]. In ORG 536 – Writing (p. 3). Greenwood Village, CO: Author.
Colorado State University-Global Campus. (2013). Module 4 – Workplace communication: Digital media and persuasive messages.
[Blackboard ecourse]. In ORG 536 – Technologies enhance business communications (p. 1). Greenwood Village, CO: Author.
Guffey, M., & Loewy, D. (2011). Business communication: Process and product. (7th ed.). Independence, KY: Cengage Learning.
Howard, R. M. (n.d.). Reports. Retrieved from http://wrt-howard.syr.edu/Handouts/reports.htm
References