Org 536 best practices in business  communication
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Org 536 best practices in business  communication Org 536 best practices in business communication Presentation Transcript

  • Veronica Sterling, B.A., LNHA
  •     Information sharing Idea sharing Planning and expectation setting Main objective of all communication is the transmission of the meaning of information from one to another (Colorado State University Global Campus, 2014)
  • Written           Resumes Sales Reports Email Business Plans Project Proposals Annual Reports Press Releases Social Media Shareholder Newsletters Interoffice Memos Oral           Interviews Teaching Workshops Recruiting Firing Someone Boardroom Presentation Sales Call Social Media Videos Project Campaigns Team Leading Persuasive Presentation
  •     Job Outlook Survey ranked communication skills as the #1 asset in potential candidate evaluation (Huhman, 2010). 80.4% of managers consider employee’s communication skills when measuring performance (American Management Association, 2010). Effective communicators earn 47% higher returns for shareholders (Colorado State University Global Campus, 2014). Employees who are satisfied with company’s communication are 4 times more likely to recommend others (Colorado State University Global Campus, 2014)
  • Skills • Effective Communication • Ethical Communication • Professionalism • Intercultural Business Communication Strategies • Writing Tips • Presentation Delivery Channels • Electronic Messages • Digital Media • Positive Messages • Business Reports • Negative Messages • Plans and Proposals
  •  The Communication Process: ◦ Idea Developed by Sender  Sender forms an idea  Simple or complex ◦ Idea Encoded Into a Message  Senders encodes idea into a message  Includes words, gestures, all efforts to promote understanding ◦ Idea Received  Receiver decodes the message  Goal is for understanding ◦ Receiver Provides Feedback  Receiver gives feedback – verbal reply, body language  Sender may need to encourage feedback (Guffey and Lowey, 2011)
  • • What is the purpose or desired outcome? Analyze • Who is the audience? • Determine only info sharing, or need for persuasion • Organized and understandable content • Professional image Compose • Effective message delivery • Revise, edit, proofread, practice presentation • Is desired outcome achieved? Evaluate • Is there a more effective way to deliver message? Useful process for verbal and written communication (Snyder and Shwom, 2011)
  •    Communication fails when we don’t consider how others will respond (Snyder and Shwom, 2011) Communication fails when there is misunderstanding (Guffey and Lowey, 2011) Four primary obstacles: ◦ ◦ ◦ ◦ Bypassing Differing frames of reference Lack of language skills Distractions  (Guffey and Lowey, 2011)
  •  Anticipate the outcome ◦ How will the receiver respond to my message? ◦ Does the receiver know enough to understand?  Ask for feedback ◦ Offer phone number or email on written messages ◦ Ask for immediate feedback in conversations  Focus on soft skills ◦ Consider if you’ve chosen the best channel for message delivery (written or verbal) ◦ Pay attention to tone, body language, eye contact ◦ Mind your manners… and observe the body language of the receiver
  •    The expanding market requires global scale companies to adapt to local cultural norms. Future outlook: Immigrants will account for half of the U.S. work force (Guffey and Lowey, 2011). Diverse companies are more innovative, better problem solvers, and achieve greater business outcomes (Dotson, 2012).
  • Respectful Language Formal Language Clear Language Ethnicity Understand Cultural Norms Eye Contact Tone, speed, articulation Gender Age Strict Professionalism Word Choice (Colorado State University Global Campus, 2014)
  •  Ethics: “conventional standards of right and wrong (Guffey and Lowey, 2011).” ◦ Is it legal? ◦ Is it honest? ◦ What would others think of your choice? ◦ What is your obligation to stakeholders?
  •  Know the law ◦ Avoid copy right issues, language that violates antidiscrimination laws, and plagiarism.  Tell the truth ◦ Purposeful falsehoods cause misunderstanding – and maybe illegal fraud.  Don’t substitute facts with opinions ◦ Ethical communication can be verified. (Guffey and Lowey, 2011)
  •  Avoid Bias ◦ Recognize and report any conflict of interest.  Keep communication clear ◦ Chose direct communication that listeners can follow – intentionally confusing or ambiguous messages are unethical.  Give credit to others ◦ Never plagiarize others’ written works, or take credit for some one else’s great idea (Guffey and Lowey, 2011)
  •   3X3 Method – a fluid process for the writer Remember, business writing goals differ from academic writing goals • Analyze Writing • Revise • Anticipate • Research • Proofread • Adapt • Organize • Evaluate Prewriting • Compose Revising (Guffey and Lowey, 2011)
  •  Purposeful ◦ Solving a problem? Sharing info? Other reason for presentation?  Persuasive ◦ Is your message credible and convincing to the audience?  Economical ◦ Don’t waste anyone’s time. Your message should add value  Audience Oriented  Always ensure meaning and understanding are relayed in your presentation (Guffey and Lowey, 2011)
  •  Start by determining the purpose for your presentation  Then, shift all prep focus to the audience ◦ Persuasion fails unless message is understood and perceived a valuable   3X3 Method and ACE Method valuable strategies for any presentation style Consider if presentation channel achieves audience oriented goals
  • Positive Messages      Routine information Call to action Step-by-step instructions Thank you notes Sympathy cards May consider Direct Approach Negative Messages      Rejecting requests Declining invites Damage control Personal bad news Avoid legal liability risks May consider Indirect Approach (Colorado State University Global Campus, 2014) (Guffey and Lowey, 2011)
  • Audience Situation Purpose Identify Best Communication Delivery Channel
  •  Audience  Situation  Purpose  Additional Notes ◦ 3X3 & ACE – Analyze and Anticipate ◦ Be considerate of time – main points in first paragraph ◦ Negative message? Maybe avoid this channel ◦ Good choice for routine info, requests, and instructions ◦ Maybe not best when need to persuade a group ◦ Consider privacy risks ◦ Use spell check and review work to promote professional image ◦ Eliminate extra wordy explanations ◦ Creates dated and time stamped record – consider legal risk
  •  Audience  Situation  Purpose  Additional Notes ◦ May be distracted when receiving your message ◦ Should be encouraged to give feedback ◦ Relationship building – general positive good will ◦ Damage control ◦ Helps promote branding and consumer engagement ◦ Blend of written and video messages allows for increased persuasion opportunities and increased understanding of message ◦ Need strategy to control unsolicited negativity from others
  •  Audience  Situation  Purpose  Additional Notes ◦ Understand knowledge level ◦ Presentation success completely dependent on anticipating audience response ◦ Friendly? Neutral? Uninterested? Hostile? ◦ Consider the environment and minimize distractions ◦ Do you need to gain control? Motivate? Educate? ◦ 3X3 & ACE – info sharing? Persuasion? ◦ ◦ ◦ ◦ 3X3 & ACE – practice, evaluate, and revise deliver method Informative handouts Offer break times Encourage interaction to maintain engagement
  •  Audience  Situation  Purpose  Additional Notes ◦ Usually has a decision to make or problem to solve ◦ Need may require empathy, confidentiality, or other considerations ◦ Informal approach may be for usual business ◦ Formal approach may be for larger scope project ◦ Present explanation of research conducted ◦ Outline root causes of problems or key factors for decision consideration ◦ Suggest possible outcomes ◦ Success depends on a confident, educated and professional presentation
  •  Organization ◦ Include title page and opening letter ◦ Table of contents ◦ List of charts or images  Executive Summary ◦ Concise – highlights key points and purpose ◦ Considerate of audience time and values  Body of Report ◦ In-depth discussion, analysis, and interpretation provided ◦ Offer conclusions and recommendations
  • American Management Association. (2010). AMA 2010 Critical Skills Survey. Retrieved February 22, 2014, from Colorado State University Global Campus. (2014). ORG 536 – module 1. Effective, ethical, and professional business communication. Retrieved from Colorado State University Global Campus. (2014). ORG 536- module 2. Intercultural Communications. Retrieved from Colorado State University Global Campus. (2014). ORG 536 – module 5. Workplace communication: Positive and negative messages. Retrieved from Dotson, E. (2012). Setting the stage for a business case for leadership diversity in healthcare: History, Research, and Leverage. Journal of Healthcare Management, 57(1). p. 35-46. Retrieved from Guffey, M. & Loewy, D. (2011). Business communication: Process and product (7th ed). Independence, KY: Cengage learning. Huhman, H. (21 January, 2010). Survey: Research shows employers favor communication skills[Web log post]. Retrieved from Snyder, L. G. & Shwom, B. (2011). Teaching effective communication skills with ACE: Analyzing, composing, & evaluating. Journal of Applied Research for Business Instruction, 9 (3). Retrieved from