Frazier landkamer Best practices in business writing and communication


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Frazier landkamer Best practices in business writing and communication

  1. 1. Best Practices in Business Writing and Communication November 22 nd , 2013 By: to: t ed n rese obby P B Dr. wski e Olsz Suzanne F. L an dkamer
  2. 2. Effective and Ethical Business Communication Employees with great communication skills: Have the BEST CHANCE of being hired & Experience career advancement Figure 4. Writing: A ticket to work… or a ticket out. (Source:
  3. 3. Most Common Communication Problems • HOW to communicate • Listening skills • Empathy • Making Requests • Emotional Intelligence • Body Language • Other verbal and non-verbal effective communication skills Effective Workplace Communication & Communication Skills are Essential
  4. 4. Verbal & Non-verbal Oral & Written Formal & Informal Internal & External
  5. 5. Verbal and Non-Verbal Verbal communication methods may include meetings, in-person interviews, telephone and video conferencing. Non-verbal communication includes numerous modes of expression. Verbal communication allows people to assess nonverbal inferences and allows receivers of the communication to ask questions and receive feedback while non-verbal communication can affirm the words being spoken CHALLENGES: Language Barriers, Cultural Barriers, Contradiction of non-verbal cues with verbal statements
  6. 6. Written & Oral Communication Written communication includes internal business memos, formal letters, informal letters etc. Written communication can be delivered to multiple people at different locations and include visuals such as charts and diagrams. This also creates a paper trail for important messages and can ensure with a signature, the receiving party has received documentation Electronic communication includes email, web conferencing, social networking, company websites, text messages etc Oral communication is any interaction that makes use of spoken words and include staff meetings, discussions, telephone conversations and presentations CHALLENGES: Sending information to the wrong recipient, confusing email train, lost mail, language barrier, voice problems
  7. 7. Formal and Informal Communication Figure 7: Formal and Informal (Source: Formal writings such as manuals, handbooks, bulletins and reports that will be read by stakeholders and the public. Many times formal writings are kept in the organization’s archives Informal writings such as notes, emails etc. that are meant to stay within an organization. Sometimes referred to the grapevine, informal may contain unclear data
  8. 8. Internal and External Communication Communication within an organization (internal) or outside of the organization (external) External is how a business communicates with the public and internal informs upward or downward within the organization
  9. 9. Professionalism in the Workplace Professionalism is based on many factors • How you dress, carry yourself, attitude, writing, interaction with others • Adhere to your commitments, realize the sensitivity of the work you represent, treat everyone with respect, value the time and effort spent by others, always maintain ethical conduct, smile and put your best face forward, admit your mistakes, display competence, take a leadership role whenever possible, be polite in speech and body language (JWilliams, 2013) • DO NOT: Gossip, Negative Attitude, Unprofessional body language, proper grammar and use of words
  10. 10. Intercultural Business Communication More and more businesses are operating outside the boarders of the United States of America International businesses rely on employees who are skilled with intercultural communication Important not to have ethnocentrism and be sure to practice empathy, patience, and be aware of your nonverbal communication Try to bridge the gap and train or take classes on cultural diversity and make sure you are aware of possible misunderstandings
  11. 11. Writing Tips for the Business Professional 3X3 Writing Process (Guffey & Loewy, 2011)
  12. 12. Prewriting: Conduct an Audience Analysis
  13. 13. Writing Use all the ideas from the prewriting stage Avoid writer’s block Be aware of the tone of the message, whether writing a memo, letter, report, or any business document Use proper language, be concise and consistent, avoid slang and be aware of diversity
  14. 14. Revising This is the time to make improvements! • Content – include only what you need to, avoid all the fluff • Style – looking for rhythm and flow – avoid run-on’s • Correctness – proofread and edit • Evaluate and make sure you achieved your purpose (Guffey & Lowey, 2011)
  15. 15. Communicating Successfully Electronically Know your company policies regarding internet and media Figure 16:(Source:
  16. 16. Business Email
  17. 17. Business Texting and Instant Messaging
  18. 18. Positive Messages Use the direct organizational plan where main idea is stated first followed by detail Most positive messages begin with the good news first Might receive these messages in email, interoffice memos, business letters Expected reader's response will be positive or neutral (Newman & Ober, 2012)
  19. 19. Negative Messages Use the indirect organizational plan where you present the reason before the main idea Recipients will not have a positive response Need to deliver news professionally with understanding Need to decide if direct strategy (bad news not damaging) or indirect strategy (personally upsetting) is appropriate People prefer to receive bad news in person A buffer can help with a smooth transition (Newman & Ober, 2012)
  20. 20. Business Presentations Need to be written and presented effectively To become an effective oral presenter requires: preparation, organization, visual aids, and delivery (Guffey & Lowey, 2011). Know your audience NEED TO DO: Planning Researching Composing Presenting
  21. 21. Business Reports •Usually based on unique situations and produced one-time only •The writer starts from scratch •Use the 3X3 writing process (analyze, research and revise)
  22. 22. Business Plans
  23. 23. Business Proposals Write clearly Make a good argument Show your personality Use graphics intelligently Don’t oversell Catch typos Always keep the reader in mind
  24. 24. References Slide 2, Figure 4. Writing: A ticket to work… or a ticket out. (Source: Slide 7, Figure 7: Communication Skills (Source: Slide 16, Figure 16: Media Print (Source: Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.). Independence, KY: Cengage Learning Newman, A., & Ober, S. (2012). Business communication: In print, in person, online (8th OH: South-Western College Publishers ed.).Cincinnati, JWilliams Staffing. (2013). Professionalism in the Workplace. Retrieved from