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- 1. Best Practices in Business Communication MANUEL MIRANDA ORG 536: CONTEMPORARY BUSINESS WRITING AND COMMUNICATION CSU GLOBAL DR. BRIAN NEFF MAY 6, 2020
- 2. Communication Exchange of information to reach a goal, objective Glue that holds all operations together Best Practices: Differentiate the effective from the rest Areas of Focus: • Effective and Ethical • Intercultural • Electronic and Digital • Business Presentations
- 3. Effective & Ethical Business Communication • Transparent • Honest • Accurate • Timely • Does not intent to do harm or mislead • Genuine Best Practices: • Establish Guidelines & Policies • Code of Ethics • Top Leadership Models Behavior • Openly Address Unethical Actions
- 4. Intercultural Business Communication • Organizations are more and more diverse • Different cultures communicate differently • What is acceptable in one might be offensive in another • Misunderstanding can lead to conflict • Avoid stereotypes Best Practices: • Respect the Individual • Value and respect other cultures • No Stereotypes, ethnic jokes • Adapt the Message to the Culture
- 5. Intercultural Communication • Best Practices • Understand cultural differences • Learn from each other • Adapt the message • Language and Tone are critical
- 6. Electronic & Digital Communication • Phone calls and face-to-face have been replaced • Communication is more instant and real-time • It can reach many people and/or society in an instant Best Practices: • Establish policy & guidelines • Do not share sensitive or confidential information • Follow grammar rules • Review and vet messages prior to sending or posting
- 7. Electronic Communication • Grammar rules still apply • Accuracy and clarity • Ethical • Know the audience • Review and Vet the message prior to sending/posting
- 8. Business Presentations • Provide information to a large audience • Use both written and oral methods • Audience must be engaged to receive information Best Practices: • Know purpose and objective first • Identify the audience • Organize the presentation • Balance all tools being used • Prepare for key questions • Rehearse and fine tune • Engage the audience
- 9. Presentations • Purpose & Objective • Visual Aids • Audience engagement • Preparation
- 10. Delivering the Presentation • Introduction • Audience Engagement • Summarized Points • Conclusions
- 11. Conclusions • Communication is the glue that holds operations together • Effective communication separates the good from the bad • Ethics ensures accuracy, truth, timeliness of communication • Diversity requires adapting information
- 12. Conclusions • Electronic Communications is the new normal • Digital communication can reach society in an instant • Presentations are used to reach large audiences • Engagement is key
- 13. References • Aritz, J., & Walker, R. C. (2014). Leadership styles in multicultural groups: Americans and East Asians working together. International Journal of Business Communication, 51(1), 72-92. • Chaney, L. and Green, C. (2014). Effective presentations, American Salesman, 12(59), 8-13. • Coyle, D. (2019). The Culture Code. Random House UK. • Gagliordi, N. (2018). Electronic communication: What needs to be in a good policy, Zdnet.com, retrieved from https://www.zdnet.com/article/electronic-communication-what-needs-to-be- in-a-good-policy/, April 2020. • Guffey, M.E. & Loewy, D. Business Communication: Process and Product. Nelson Education, 2018. • Hentz, B.S. (2006). Enhancing presentation narratives through written and visual integration, Business Communication Quarterly, 69(4), 425-249. • Quible, Z.K. (2002). Maximizing the effectiveness of electronic presentations, Business Communication Quarterly, 65(2), 82-85. • Ivanis, M. (2012). Business ethics: Moral responsibility of the modern company. Conference Proceedings: International Conference of the Faculty of Economics Sarajevo (ICES), 507-525. • Quible, Z.K. (2002). Maximizing the effectiveness of electronic presentations, Business Communication Quarterly, 65(2), 82- 85. • Roshong, M. (2019). Communicating in the digital age, Strategic Finance, 101(4), 17-18. • Verner, I.I. (2000). The theoretical foundation for intercultural business communication: A conceptual model, The Journal of Business Communication, 37(1), 39-57.
Editor's Notes
- This presentation provides details and guidelines organizations can apply to become best in class in the included areas of business communication: effective and ethical business communication, intercultural communication, electronic & digital communication and business presentations. These areas a critical components organizations need to continually improve as they strive to become more effective. As best practices are presented, examples to illustrate the topics will be included as well to allow the audience to better relate to the provided information.
- Business communication is the key to relaying information among personnel, department and functions. It ensures the organization moves toward the same goal while realizing its vision and mission. How effective it is deployed creates the difference between successful, long-term sustainable organizations, and others. Best practices establish the ideal method and style to be applied when deploying communication strategies and exchanging information. This presentation focuses on effective and ethical, intercultural, electronic and business presentation communication practices. While communication provides a message, in effective communication, the message is clear and understood by the audience. When the message is not understood or misinterpreted it leads to confusion, conflict and lost efficiency. Companies who excel in communication become more effective and develop a more engaged workforce (Coyle, 2019). The presentations focuses on best practices on four (4) key components of effective business communication: effective and ethical business communication, intercultural communication, electronic and digital media communication and business presentations.
- Effective and ethical communication revolves around honesty. Communication is accurate and honest, never intending to harm or mislead the audience. The listed factors are all components of ethical communication since when properly applied they prevent negatively influencing or misleading the receiver of information. Ethics in communication allows the building of a safe culture and employees to become more engaged with the organization. Best practices to achieve best in class performance in effective and ethical business communication begin with the establishment of the policy. The policy and guidelines define the organization’s views and position regarding ethics (Ivanis, 2012). A code of ethics is a document where all policies, guidelines and acceptable behaviors are recorded and presented to stakeholders. Top leadership models the behaviors personnel is expected to follow. Ethical communication also ensures that information is handled properly such as maintaining confidential/sensitive information confidential. Discussion of the personal or business situations of others without their presence is another component of ethical communication. Organizations that act and communicate in an ethical way are perceived in a positive light by stakeholders, customers and society. Top leadership is responsible for promoting ethical communication in the organization, as they responsible for establishing the culture to be followed by personnel. Best in class organizations openly address unethical behaviors when they arise and learn from these experiences (McClellan, 2011).
- Modern organizations are composed of a diverse workforce and operate on a multicultural level. Differences among personnel can improve effectiveness and efficiency due to their different experiences, cultures and approaches to problem solving. These same differences that can help improve the operation can also lead to conflict if information and communication are not properly deployed (Atriz & Walker, 2014). Like effective and ethical communication, intercultural business communication is integral to an organization’s success. Organizations that are known to be best in class in intercultural business communications follow a set of best practices. The first component of these practices is respect for the individual (Verner, 2000). Applying respect for the individual opens the door to implementing all other best practices in intercultural business communication. Respect allows to understand and value culture differences and avoid the usage of derogatory ethnical jokes, stereotyping personnel and avoid colloquialisms which might be perceived as demeaning to the intercultural audience (Guffey & Loewy, 2015). Understanding that a key to communication lies on the audience’s understanding of the message, best in class companies, adapt the message to the culture being communicated with (Verner, 2000).
- Like effective and ethical business communication, best in class organizations have a policy and guidelines on acceptable and expected behaviors when communicating across culture. As we learn to respect the individuals from different cultures (never treat one culture as superior to another), we begin to understand cultural differences. Understanding is a key component of effective communication. Tapping the diversity resources in the organization can help the company learn more about the different cultures and better provide information in a manner that is not only clearly understood but does not offend the audience. Companies have sometimes attempted to provide information to another culture, but by failing to understand the culture, the attempt has resulted in not only offending the audience but also negatively impacting relationships. Communication among different cultures requires understanding that each culture is different and communicates differently. What is acceptable by one might be offensive in another(Guffey & Lowey, 2018). Miscommunication can lead to misunderstandings and conflict, preventing the effective exchange of information or collaboration among the different groups. With modern protections established such as Title VII of the Civil Rights Movement of 1964, these conflicts and differences can have legal ramifications as well. To ensure the communication is effective, the message must be adapted, the language and tone adjusted to be better relayed to the audience. Doing so, creates a synergy among the groups and leads to positive relationships while preventing conflict and misunderstandings. (Guffey & Loewy, 2015). Best practices begin with respect for the individual and cultures.
- Technology has continued to evolve and enable communications to become faster and reach more people in an instant. Face-to-face communication was initially replaced with the telephone. Phone conversations have been replaced with e-mails, texts. Social media provide the means to reach an entire global audience in an instant (Gagliordi, 2018). Company news have shifted from a mailed report to continually providing information reaching a global audience in an instant via a website, or social media post (Guffey & Loewy, 2018). Present day organizations rely more on e-mail and texting than phone conversations (Gagliordi, 2018). Due to their ability to quickly reach an audience larger than originally intent, communication practices need to established to ensure they continue to be effective in conveying their desire message and intended action. Policies have been enacted by organizations to ensure the effective usage of these tools. Best in class organizations implement policies and guidelines that define acceptable and expected behaviors when utilizing these communication mediums.
- Like any other type of communication, electronic and digital communications still carries a message and information to be delivered to the audience. Grammar rules still apply. The speed at which it is received by the audience requires contained information to be not only clear but accurate to prevent any miscommunication and/or confusion (GAGLIORDI, 2018). Incorrect information can lead to improper action, undesired results and/or conflict (Roshong, 2019). Understanding that electronic and digital communication is considered permanent and accessible by malicious agents, policies to protect these exchanges are implemented by organizations. Best practices include the prevention of attaching confidential or sensitive information to e-mails, or posts. (Roshong, 2019). Only information which poses no threat to the organization’s sustainability and operations should be included in these exchanges. Having the ability to reach multiple recipients at the same time leads to confusion on responsibilities for required actions as a result of the information exchange. The messenger must consider the audience and who will benefit from receiving the information. Including an extensive number of recipients creates confusion on who is responsible for any noted action and can lead to information being shared with unintended persons.
- There are instances when organizations must deliver information to a large audience. Presentations are an efficient method to accomplish this objective. Typically, presentations use oral, visual and written methods of communication to deliver the message and information to the audience (Hentz, 2006). The presenter is not only tasked with delivering the information but also with engaging the audience to ensure they are accurately receiving the message and information. Best practices used by best in class organizations begin with first knowing the purpose and objective of the presentation being delivered. Once the topic and goal are defined, the audience is then identified (Guffey & Lowey, 2015). These initial steps allow the presenter to better prepare and organize the presentation in a manner that will keep the audience engaged through the entire process. Effective business presentations are those where the audience remembers it long after it has been delivered (Hentz, 2006).
- Every presentation being delivered must have a clear purpose and objective of the information being communicated to the audience. Once these criteria are known, the information being delivered can be organized. Visual aids, such as slides and handouts, are used to support the argument being presented during the presentation. The delivery of these tools must be timed to ensure they provide the best impact during the presentation and do not take the audience’s attention from the presenter. Care must be observed to prevent one component of the presentation to overpower all others and take the audience’s attention away from the message (Quible, 2002). Best practices for delivering business presentation include presenters practice their delivery methods to ensure information flows and accomplishes the intended objective. Balance among all tools applied during the presentation is critical to maintain the audience’s attention. Body language, tone and the incorporation of related anecdotes are ways the presenter can engage the audience through the presentation (Hentz, 2002, Quible, 2006).
- When delivering the presentation, the introduction is key to achieve the audience’s engagement. Body language is key (Chancey & Green, 2014). The presenter must be enthusiastic about the topic. An introduction of the topic, its purpose and objectives are critical (Guffey & Loewy, 2018). As the presenter speaks, eye contact with the audience should be maintained to keep them engaged. Humor and anecdotes, related to the topic are practices effective presenters employ during their presentations. These presentation practices must always be about the presenter and not target the audience. Audience members can be insulted by these tactics and become disengaged during the presentation (Hentz, 2006). As discussion of one topic comes to an end and a new one is being introduced, key points of the topic are reiterated and linked to the new topic being introduced (Quibble, 2002). This allows the audience the ability to continue to follow and prevent them from becoming lost and disengaged. Once all topics are presented, the presenter summarizes all key points and links them together. Questions are typically addressed at the conclusion of the presentation.
- Communication is the key toward transferring information among the different personnel in an organization. The effectiveness of this exchange separates successful companies from the rest. Best practices allow companies to become leaders in effectively delivering information at all levels of the enterprise, to its stakeholders and to society at large. Effective communication begins with effective and ethical business communication practices. Information is accurately and truthfully provided to the audience in a timely manner. It does not intend to harm or misguide the recipient. Modern organizations feature a more diverse workforce. Communication among these different cultures, experiences can create conflict if not delivered accurately. When providing information among different cultures it is critical to understand the other culture so the message can be properly adapted. Adapting the message and delivery to make it compatible with the receiving culture, community, etc. is integral to achieving effective intercultural communication. Best in class organizations implement policies and guidelines which define acceptable behaviors and expectations from personnel for effective and ethical business as well as intercultural communications. These behaviors are modeled by top leadership and create a culture where ethical and respectful behaviors are the driving principles of their communications. Documents such as a code of ethics communicate the organization’s position on these topics. By being documented it can be accessed by all personnel and other stakeholders.
- Technology has changed the primary means of communication from phone calls and face-to-face interactions to e-mails, texting and digital media (websites, social media). While electronic in nature, grammar rules and the need for accuracy are still present in these mediums. Information contained in these forms of communication must be clear and accurate. This exchange must also be conscious of the harm that can be caused should sensitive information be leaked through the mediums. Effective and ethical business communication policies as well as those for intercultural communications must be applied in these communication forms as well to ensure the audience’s understanding and engagement. Oftentimes, companies must deliver information to large audiences. Presentations are an effective medium to achieve this objective. Like other communication methods, best practices for effective delivery requires preparation, planning and a balance of the tools being applied to support the process. Tone, body language are key factors the presenter applies to engage the audience through the delivery. Best practices in business communications require organizations to establish policies and guidelines and acceptable and expected behaviors. Top leadership is responsible for setting the example and building the desired culture. Personnel follows leadership’s example and abides by the policies. Clear understanding of requirements prevents misapplication of the policies and ensures effective communication at all levels of the organization.