CSU-Global Org 536 Portfolio Project Option 1

1. Best Practices in Business
Communication
ELIZABETH LYNCH
MODULE 8: OPTION 1 – PORTFOLIO ASSIGNMENT
ORG 536: CONTEMPORARY BUSINESS WRITING AND COMMUNICATION
COLORADO STATE UNIVERSITY – GLOBAL CAMPUS
DR. BRIAN NEFF
MARCH 10, 2019

2. What is business communication?
“Business managers with good verbal, non verbal and
written communication skills help facilitate the sharing of
information between people within a company for its
commercial benefit.”
(Boarcăs, 2017, p. 201-202)

3. Professionalism in the Workplace:
Collaboration and Team Building
Collaboration Teams are formed to accomplish
specific goals (Guffey & Loewy,
2015).
Collaboration allows individuals
to work together towards a
common purpose.
Team Work

4. Professionalism in the Workplace:
Collaboration and Team Building
Figure 1. Four Phases of Team Development in Decision Making. (Guffey & Loewy, 2015, p. 44)
“Your long-term success depends on how well you communicate with your boss, coworkers, and customers
and whether you can be an effective and contributing team member”
(Guffey & Loewy, 2015, p. 42).

5. Professionalism in the Workplace:
Listening Skills
Figure 2. Listening to Customers: Comparing Trained and Untrained Listeners (Guffey
& Loewy, 2015, p. 59).
Workplace Listening
(Guffey & Loewy, 2015)
• Listening to Supervisors
• Listening to Colleagues & Teammates
• Listening to Customers
Improving and Building Listening Skills (Guffey
& Loewy, 2015)
• Control Distractions
• Become Actively Involved
• Separate Fact from Opinion
• Identify Important Facts
• Avoid Interruption
• Ask for Clarification
• Paraphrase
• Take Notes to ensure retention
• Be aware of gender differences

6. Writing Tips for the Business Professional
Clear & Concise Messages for Business
Business communication is not the same as literary writing
(Colorado State University-Global, 2019).
“Students learn to overwrite”
(as cited in Guffey & Loewy, 2015, p. 126).
Length over clarity equals overwriting

7. Writing Tips for the Business Professional:
Audience Analysis
Who are they? What do they want?
“Determine why they [the audience] are reading or
listening, what they already know, what they expect
from you…and how they want the information delivered
to them. Then adjust your approach to match the
profile”
(Smart, 2000, p. 47).
Develop an Audience Profile
• What is the relationship with the audience?
• How will the audience respond to the
information being shared?
• What does the audience already know?
(Colorado State University-Global, 2019).
Other things to consider

8. Writing Tips for the Business Professional:
3-x-3 Writing Process
1. Prewriting
• Analyze
• Anticipate
• Adapt
2. Drafting
• Research
• Organize
• Draft
3. Revising
• Edit
• Proofread
• Evaluate
Business writing should focus on being purposeful, economical & audience oriented; the 3-
x-3 writing process offers a systematic approach to successful business writing (Guffey &
Loewy, 2015).

9. Electronic Messages and Digital Media for Business
Communication:
Social Media
 Pros:
 Connect with customers and
build company
reputation(Guffey & Loewy,
2015).
 Generate feedback and
incorporate new ideas.
Image retrieved from https://www.atticusmanagement.com/node/37
 Cons:
 Increases transparency –
opens door for negative
feedback to be seen by a
larger audience
 Requires constant monitoring
to be effective
MOD 4
Interactive
lecture

10. Electronic Messages and Digital Media for Business
Communication:
Electronic Communication
Image retrieved from
https://www.creativeintellectuk.com/webinar-
empowering-the-workforce-in-the-digital-workplace/
• Email
• Blogs
• Instant Messaging
• Video Conferencing
• Text Messaging
• Wiki
Examples of electronic communication
channels used in the workplace:

11. Positive and Negative Messages
Positive Messages
Negative Messages
• What is a positive message?
• Polite letters, goodwill messages,
thank you notes, general
instructions, etc.
• Positive reaction from recipient is
expected
Writing thoughtfully crafted correspondence and
communication takes time…The art of crafting
something well is lost in communication”
(Guffey & Loewy, 2015, p. 248).
• What is a negative message?
• Apology letters, sharing news of
price increases, service
cancelations, messages ending
business relationships, etc.
• Negative reaction expected from
recipient.
“When you have bad news to convey, one of
your first considerations is how that message will
affect its receiver”
(Guffey & Loewy, 2015, p. 287).

12. Summary:
Best Practices in Business Communication
 Professionalism in the Work Place
 Team Building
 Listening Skills
 Writing Tips for the Business Processional
 Audience Analysis
 3-x-3 Writing Process
 Electronic Messages and Digital Media for Business Communication
 Social Media
 Electronic Communication
 Positive and Negative Messages
Image retrieved from
http://www.quotemaster.org/communication+at+work#
&gid=1&pid=2

13. References
 Boarcăs, C. (2017). Business communication in the internet age. Economics,
Management and Financial Markets, 12(2), 201-213.
 Colorado State University-Global Campus. (2019). Module 3-The Writing Process
[Canvas ecourse]. In ORG 536 – Contemporary Business Writing and
Communication. Greenwood Village, CO: Author.
 Guffey, M., & Loewy, D. (2015). Business communication: process and product
(8th ed.). Stamford, CT: Cengage Learning
 Smart, K. (2000). "The wreck": Meeting the needs of the audience. Business
Communication Quarterly, 63(3), 73-79.