2. 1. Effective and ethical business
communication
2. Professionalism in the workplace
3. Intercultural business communication
4. Writing tips for the business professional
5. The use of electronic messages and digital
media for business communication
6. Positive and negative messages
7. Business presentations
8. Business reports, plans and proposals
Topics Covered
3. Be Honest
•Make sure what you are
communicating aligns
with your companies core
values (ERC, 2014).
Show sensitivity to
cultural differences
•Avoid cultural
stereotyping, derogatory
or inflammatory remarks.
Be Respectful
•Is what you are saying,
writing, or presenting
respectful and
considerate?
Best Practices in Effective and Ethical Business Communication
Your organization should have a Code of Conduct book with specific ethical
guidelines (ERC, 2014).
4. Best Practices in Effective and Ethical
Business Communication
The Ethics Resource Center (2014) is devoted to
benchmarking best practice in ethical business
communication and behavior. Below is an easy to
remember acronym that will help guide you to making
consistent ethical choices in business communication.
P = Policy L=Legal U=Universal S=Self
PLUS Ethical Decision Making Filters
5. E - Empathy - understanding the thoughts
and needs of others
P - Patience - taking the time to
understand before we act
I - Integrity - honesty and truth in all
situations
C - Courage - doing what is right even
when it is difficult
(ERC, 2014)
6. Professionalism in the workplace
Best Practices
According to a recent study by the Polk-Lepson
Research Group (2013) for York University in
Pennsylvania, professionalism is steadily decreasing
in the work place. Understanding the best practices
for being professional in the workplace will give you an
strong competitive advantage over the vast majority of
professionals who lack professionalism.
7. Do this
•Control your use of on the job
technology
•Do not demonstrate a sense of
entitlement
•Dress appropriately, be on
time, have a positive attitude
•Be focused, get your work
done on time
•Practice honesty and own
your mistakes
•Use proper grammar in both
speaking and writing
•Treat others with respect
•Maintain your commitments
and strive to live by high ethical
standards
Not this
•Texting during meetings,job
interviews, using Facebook,
Twitter, browsing internet
•Carry a sense of entitlement
or acting uninterested in the
work you are doing.
•Poor: grammar, personal
hygiene and general
appearance
•Too much multi tasking
resulting in poor quality work
or unfinished tasks
•Gossip about anything
Professionalism Do’s and Dont’s
ERP (2014)
McKay (2014)
8. Professionalism in the workplace
Best Practices
Using positive language to frame statements instead
of negative can soften the blow of statements and
change a passive aggressive statement into a logical
and unemotional request (Gonzaga, 2014).
Negative Wording Positive Wording
We will not be able to
approve the budget until
the analysis is complete.
We will be able to approve
the new budget once the
analysis is complete.
Gonzaga (2014)
9. Intercultural Business Communication
Best Practices
Knowledge and preparation about the cultures your
colleagues or clients are from is one of the first and
most crucial steps in Intercultural communication
(Karim, 2012).
10. T
Intercultural Business Communication
Best Practices
Begin conversations with a warm and engaging welcome. If
you can learn the greeting in the local language, this
immediately breaks the ice and leaves a good impression.
When speaking English, speak slowly and use simple words.
Limit professional jargon and unfamiliar terms until you are
sure they are understood.
Ask questions and politely request the other party to share
their understanding.
Karim, 2012
11. T
Never show frustration at having to explain something more
than once.
Insist on an opinion or clarification if one is required.
Listen to everyone's opinion. It may be the person who is not
speaking or is not the most articulate has the most valuable
input.
Be patient and tolerant in accommodating others' styles of
making a point.
Karim, 2012
Intercultural Business Communication
Best Practices
12. T
Follow up meetings with appropriate written communications to
confirm times, dates, costs, and any other agreements or
actions. Insist on a reply confirmation.
Ask, request and check for constant feedback
Smiling, relaxing and showing personality helps build
relationships faster.
Deliver on your commitments. This builds trust and respect. It
sets a standard and makes it easier to hold others accountable.
Karim, 2012
Intercultural Business Communication
Best Practices
13. Employ multilingual people who can advise on cultural
norms.
Spend time building communication networks.
Consider cultural training, guidebooks or manuals for
all team members working on cross-cultural projects.
Karim, 2012
Intercultural Business Communication
Best Practices
14. Written business communication has evolved from
memos and type written letters and proposals to emails,
tweets, texts and business Facebook pages. Using best
practices in business writing will help you create a more
professionally polished representation of yourself.
Writing Tips for the Business Professional
Best Practices
15. Tips for writing emails
•Be descriptive in your
subject line.
•Avoid using abbreviations
such as “LOL” or ALL CAPS.
•Think before you reply and
proof read several times
before sending.
•Keep it simple, clear and
avoid use of trendy buzz
words or jargon.
•Be courteous
•Use spell check and scan
for appropriate grammar
(Nordquist, 2014)
Tips for general business
writing
•Use the “you” view instead
of the I view so that your
writing is reader focused
•Focus on a conversational
writing style
•Keep things gender neutral
•Write in the active voice
•Keep the wording positive
based even if the message
is not
(Gonzaga, 2014).
Writing Tips for the Business Professional
Best Practices Including Electronic Media
16. Positive & Negative Messages
Best Practices
1. Purpose
2. Planning your Medium
3. Direct vs. Indirect
The best practice for a negative message is
to know how to reframe it positively or soften
the blow.
According to Learn and Debate (2014) there
are 3 steps to Delivering a negative message
Successfully:
17. Positive & Negative Messages
Best Practices
Direct Approach
Start with clear
statement of bad
news
Explain reasons
End with positive
note
How you handle negative news with others
will determine whether they can trust and
respect you.
Indirect Approach
Start with neutral
statement/buffer
Explain Reasoning
Clear statement
End with positive
note
(Learn and Debate, 2014).
18. Positive & Negative Messages
Best Practices
Sometimes negative messages should be
delivered face to face. This depends on:
The context of the messages
The audience
Any cultural norms that should be
respected
Time and location
(Learn and Debate, 2014).
19. Business Presentations Best Practices
Allow time to prepare and practice your
presentation.
Include a brief introduction about yourself and
who you are especially if you are speaking and
presenting in front of a group that are not
familiar with you.
Keep it simple. Less is more.
20. Color and Large font can be used to emphasize key points in
the presentation
Professional graphics can also be used to promote key
points.
Follow the 10/20/30 Rule
Limit your presentation to 10 slides maximum, limit your speech to
20 minutes and use a minimum 30pt font size
Plan * Prepare * Practice
Avoid the use of too many bullets, spinning texts or transitions to
introduce subject matter
Business Presentations Best Practices
21. Business Reports, Plans and Proposals
Best Practices
Professional business reports are an important way to share
important information across the organization (iStart, 2014).
Publicly traded companies need to provide valuable reporting to
shareholders, board members and the general public. Business
proposals are important tools for securing clients and winning
business in general. They can also be used Business plans are
necessary for getting funding and laying out the framework for
22. Step 1 Step 2 Step 3 Step 4 Step 5 Step 6
•Conduct research
on your target
company.
Understand what
their needs are.
•Make sure the
first section
contains the most
important
information and is
compelling
•Keep sections
simple and avoid
being overly
wordy
•Avoid being too
proud or focused
on your
company’s ideals
or successes
•Proof read the
proposal and
share it with a
trusted advisor
•Know your
proposal and
consider even
imaging
presenting it
smoothly
•Include an
Executive
summary of your
team.
•If the proposal is a
bid, make sure to
include several
pricing options
•Images are good
way to engage
the prospect and
create trust.
•Keep your focus
on the client,
their needs and
how you can fill
those needs
•Continue to
weave the client
in various ways
throughout the
proposal
•Practice
delivering the
proposal until it
feels right
•Format a table
of contents.
•The proposal
should feel
unique and
customized to the
client.
•Make sure
photos are sized
for both web
and PDF viewing
Avoid
information that
has nothing to do
with what the
client wants.
•Present the
proposal in
person if
possible.
Business Proposals Best Practices
•Make the
customer feel
like a VIP
23. •Utilize Key Performance indicators or
KPI’s set by your department.
•Temper the use of numbers and data
with a human feel.
•Make sure to connect with your
audience
Strategy
•Do research on the topic and your
audience. Gather as much
information as you can before starting
the report
•. Schedule or conduct any meetings
needed to gather information before
you begin.
Planning
•Allow ample time to finish your
report. Waiting until the last minute
will show in your delivery and
possible reporting errors.
•Make sure to be considerate and
thank anyone who has helped give
you information or time to compile
data for your report.
Process
•Let a trusted advisor or your
supervisor proof your report and give
his or her input.
•This demonstrates that you can take
advice and work collaboratively and
will help make your report better.
Evaluation
Business Reports Best Practices
25. Follow the Best Practices tips and tools in this presentation and you will
be on your way to greater success in your communication skills. This
will lead to more career opportunities and better relationships with your
colleagues and clients.
26. References
Anderson, C. (2013). How to give a killer presentation. Retrieved from http://hbr.org/2013/06/how-to-give-a-killer-presentation/ar/1
Coster, H. (2010, May 3). 10 Tips for better business writing. Retrieved from http://www.forbes.com/2010/05/03/better-business-writing-
leadership-careers-tips.html
CPE (2013). 2013 National Professionalism Survey. York College, Pennsylvania. Retrieved from http://www.ycp.edu/media/york-
website/cpe/York-College-Professionalism-in-the-Workplace-Study-2013.pdf
Desmarias, C. (2014). & quick tips for better business writing. Retrieved from http://www.inc.com/christina-desmarais/7-tips-for-better-business-
writing.html
Duggan T. (2014). Strategies for dealing with intercultural communication. Retrieved from http://smallbusiness.chron.com/strategies-dealing-
intercultural-communication-11875.html
Ethics Org (2014). Ethics toolkit. Retrieved from http://www.ethics.org/page/ethics-toolkit
Ethics Org (2014). PLUS: the decision making process. Retrieved from http://www.ethics.org/resource/plus-decision-making-process
Ethics Org (2014). The ethical decision making job aid. Retrieved from http://www.ethics.org/resource/ethical-decision-making-job-aid
Fawcett, S. (2014). Write a business report. Retrieved from http://www.writinghelp-central.com/business-reports.html
27. References
Feigenbaum, E. (2014). Electronic methods of communication in business. Retrieved from http://smallbusiness.chron.com/electronic-methods-
communication-business-2934.htm
Gonzaga (2014). Achieving a professional writing style. Retrieved from http://www.gonzaga.edu/academics/colleges+and+schools/School-of-
Business-Administration/undergraduate/SBAWR/APWS.asp
iStart (2014). Tips for best practice business reporting. Retrieved from
http://www.istart.co.nz/index/HM20/PC0/PVC197/EX210527/AR211033
Joseph, C. (2014). Common workplace ethics violations. Retrieved from http://smallbusiness.chron.com/common-workplace-ethics-violations-
2736.html
J Williams Staffing (2014). How to show professionalism in the workplace. Retrieved from http://www.jwilliamsstaffing.com/job-
tips/professionalism-in-the-workplace/
Karim, S. (2012, March 30). Best practices to engage with cross cultural teams. Retrieved from
http://blogs.pmi.org/blog/voices_on_project_management/2012/03/best-practices-to-engage-with.html
Learn Debate (2014). Communicating negative messages. Retrieved from http://www.new.learndebate.net/node/284
McKay, D.R. (2014). Professionalism: How to conduct yourself at work. Retrieved from
http://careerplanning.about.com/od/workplacesurvival/a/professionalism.htm
28. Nordquist, R. (2014). 10 tips on how to write a professional email. Retrieved from
http://grammar.about.com/od/developingessays/a/profemails.htm
Mitchell, O. (2010, July 22). 13 best practice tips for effective presentation handouts. Retrieved from
http://www.speakingaboutpresenting.com/delivery/presentation-handouts/
Nordquist, R. (2014). 10 tips on how to write a professional email. Retrieved from
grammar.about.com/od/developingessays/a/profemails.htm
Riggins, J. (2014). Lessons we learn from you: Business proposal best practices. Retrieved from
http://blog.quoteroller.com/2014/03/26/business-proposal-best-practices/
Ross, D. (2009). The role of ethics and integrity in organizations. Retrieved from
http://www.resultsthroughintegrity.com/resultsthroughintegrity/2009/07/the-role-of-ethics-and-integrity-in-organizations.html
University of Richmond Writing Center (2014). Writing in the disciplines: Business. Retrieved from
http://writing2.richmond.edu/writing/wweb/business/message.html
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