Davis D Best Practices Week 8
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This document provides an overview of best practices for business communication and professionalism. It covers topics such as ethical communication, intercultural communication, writing tips, using electronic communication, delivering positive and negative messages, business presentations, and writing business reports and proposals. For each topic, it lists relevant references and suggested guidelines for effective practices.
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Davis D Best Practices Week 8
- 1. Best Practices David L Davis ORG536 CSU Global Dr. Robert Olszewski 27 July 2014
- 2. Best Practices Overview Ethical Communication Professionalism Intercultural Communication Writing Tips Using Electronic Means to Communicate Positive and Negative Messages Business Presentations Business reports, plans and proposals
- 3. Ethical Communication • Business Ethics • Who do they effect? (Su, 2013) (Google Art, 2014)
- 4. Ethical Communication • Benefits (Su, 2013) (Google Art, 2014)
- 5. Ethical Communication • Social Exchanges • Study Conclusion (Su, 2013) (Google Art, 2014)
- 6. Professionalism • What is it? • Why is it important? (Beck, 2009) (Google Art, 2014)
- 7. Professionalism • An unprofessional workplace (Beck, 2009) (Google Art, 2014)
- 8. Professionalism • How to institute professionalism (Beck, 2009) (Google Art, 2014)
- 9. Intercultural Communication • What is intercultural communication? • What does it look like? (Google Art, 2014) (internations.org, 2014)
- 10. Intercultural Communication • Intercultural Communication training. (Google Art, 2014) (Yang, 2009)
- 11. Intercultural Communication • The outcome of correct intercultural communication. (Google Art, 2014) (Ainsworth, 2013)
- 12. Writing Tips • Three points! (Google Art, 2014)
- 13. Writing Tips • Apply business rules company wide! (Google Art, 2014)
- 14. Electronic Communications • Advantages and Concerns (Lamb, 1999)
- 15. Electronic Communications • Email • Content • Wrong Messages • Format (Lamb, 1999) (Google Art, 2014)
- 16. Electronic Communications • Electronic boards • Content (Google Art, 2014) (Lamb, 1999)
- 17. Positive and Negative Communications • What is meant by your communications? • example (University of Groningen, 2009) (Google Art, 2014)
- 18. Positive and Negative Communications • What to choose? • Positive or negative (University of Groningen, 2009) (Google Art, 2014)
- 19. Business Presentations • 8 Ways to improve your presentation skills • Plan and Rehearse • Tailor your Words to the audience • Choose your presentation tools • Project positivity with body language (Bartram, 2014) (Google Art, 2014)
- 20. Business Presentations • 8 Ways to improve your presentation skills • Keep your first nigh nerves in check • Make a strong start • Tell the audience a story • Take care when fielding questions (Bartram, 2014) (Google Art, 2014)
- 21. Business Reports • Writing • Organize • Write for your audience • Master the Mechanics (Messmer, 2001) (Google Art, 2014)
- 22. Business Reports • Writing • Proofread and edit • Get to the point (Messmer, 2001) (Google Art, 2014)
- 23. Best Practices Review Ethical Communication Professionalism Intercultural Communication Writing Tips Using Electronic Means to Communicate Positive and Negative Messages Business Presentations Business reports, plans and proposals
- 24. References Ainsworth, J. (2013). Business Languages for INterculutarla and INternational Business Communciation: A Canadian Case Study. Business Communication Quarterly , 28-50. Bartram, P. (2014, Feb). 8 Ways to... Improve your presentation skills. Financial Management , 42-43. Beck, R. (2009). Derogatory and cynical humour in clinical teaching and the workplace: the need for professionalism. MEDICAL EDUCATION , 7-9. Brzovic, K. &. (2008). REFLECTIONS ON THE CUSTOM OF DISCIPLINARY ISOLATION AND ONE MODEST ATTEMPT TO OVERCOME IT. Business Communications Quarterly , 365-369. Department of Labor. (2014, July 29). http://www.dol.gov. Retrieved July 29, 2014, from http://www.dol.gov: http://www.dol.gov/odep/topics/youth/softskills/Professionalism.pdf Google Art. (2014, July 29). www.google.com. Retrieved July 29, 2014, from www.google.com: www.google.com/pictures internations. (2014, July 29). http://www.internations.org. Retrieved July 29, 2014, from http://www.internations.org: http://www.internations.org/magazine/intercultural-communication- 15409 Lamb, S. (1999). E-mail and online communications. Business & Economic Review , 23. Messmer, M. (2001). Enhancing Your Writing Skills. Strategic Finance , 8-10. Su, H.-Y. (2013, Jan 18). Business Ethics and the Development of Intellectual Capital. Journal of Business Ethics , 87-98. University of Groningen. (2009). Self-Discrepancies and involvement moderate the effects of positive and negative message framing in persuasive communication. Psychology Press , 234-243. Yang, H. (2009). A proposal for transcending barriers of intercultural communication in global business: an instructional innovation. Global Business Languages , 29-40.
Editor's Notes
- Ethics within a business are the reflection of its behaviors and their impacts(Su, 2013). The reflection can be shown in many ways such such as the company putting an strategic emphasis on corporate integrity, accountability, honesty, trust, fairness cooperation professionalism, transparent communication, and responsibility (Su, 2013). These corporate values impact a plethora of people whom I will refer to as Stakeholders. Stakeholders can be the community, society as a whole, employee, customer, suppliers, and shareholders(Su, 2013). Some of the ways that ethics lead to good impacts for these employees are by trying to eliminate discriminations, better working conditions, providing opportunities to develop employees, and the requirement that everyone obey the ethics guidelines the business provides them(Su, 2013). Shareholders on the other hand benefit from the ethical statutes through the emphasis of corporate governance and transparency(Su, 2013). Customers will reap good will by the business refusing to cheat them, not producing faulty or harmful products and being told up front and timely when the products are unsafe(Su, 2013). Finally, by avoiding damage to the environment the business will keep an ethical standard with the rest of society as a whole.
- Ethics within a business are closely related to a high level of organizational, human, and social capital (Su, 2013). Examples of the benefits of a corporation using ethics to increase capital are threefold according to Su. The first from Su’s study is the re enforcement of ethical behaviors instills trust by all stakeholders . The enforcement provides the knowledge sharing and positive environment needed to be creative and productive(Su, 2013). Next, ethical guidelines implore employees to act in such a way they build strong bonds with their customers and stakeholders. This ensures good relations, trust, and positive capital gains(Su, 2013). Finally, when it comes to employees their involvement with these ethics usually leads to the retaining of the best and brightest employees(Su, 2013).
- Su’s study found in the Journal of Business has shown some direct correlation between ethics and social and human capital in business. Primarily, we must begin by looking at the social exchanges(Su, 2013). Where two parties interact in good faith and party A trusts party B to provide a good or service. When party A provides the good or service to party B they feel the lead to offer good will to party A. This social exchange leads to trust and the belief of mutual integrity between the parties. Showing the relationship between word and deed between their interactions. The finality of the study by Su she emphasis’s that bettering business ethics will allow the recruitment and retaining of high quality employees, improve the business image, create an transparent and creative environment between all stakeholders(Su, 2013). Lets take a look at professionalism in the office.
- The department of Labor gives a broad look at professionalism. Defined as “…conducting oneself with responsibility, integrity, accountability, excellence…being appropriate and effective with communication and finding ways to be productive…(Department of Labor, 2014). Usually within the confines of the company it may choose to expound on this broad definition of the general terms given by the Department of Labor. These rules of conduct regarding behavior should be written, communicated, and modeled by every echelon of the company employee (Beck, 2009) The reason that professionalism is important to employees is equally important to a business’s success. The happier and more productive employee’s are the more likely the business is to succeed. And without the business being successful the employee’s may not have a job. Workplace professionalism is a cycle that earns money for both the Company and the employee.
- Most recently it a study by Dr. Beck has shown the emerging unprofessional workplace issue are derogatory remarks, cynicism, sarcasm and ridicule (Beck, 2009). Even more, passive-aggressive behaviors, slight of hands, bullying behaviors, shouting, and harsh words are very commonplace in the scene of a unprofessional workplace (Beck, 2009). Beck says, that ..”negative humor exists, persists and is justified as a way of coping with stress, exhaustion and emotional difficulties…” (Beck, 2009). It is said that this type of unprofessionalism is so commonplace it can be found in our society at large. This derogatory and cynical unprofessionalism is found in our entertainment, comedy, and even in our education system (Beck, 2009). Usually, the most vulnerable or powerless in the environment are the targets of this unprofessional behavior (Beck,2009). Leaving the victim to feel embarrassed, insulted, belittled, shunned and marginalized is the unfortunate outcome of this type of emerging unprofessional behavior (Beck,2009).
- To institute professionalism employee’s must look past stereotypes, listen and learn from each other, find common ground, allow intercultural and intergenerational discussions, and acknowledge and appreciate differences (Department of Labor, 2014). To do this negativism needs to be immediately nipped in the bud by everyone involved. Training on professional behavior and how to take care of it should be a part of regular training for all employees (Beck, 2009). Next, use a regular assessment of professional behaviors to provide evidence of the training success and what may be going on that needs fixed. These regular assessment and feedback from the findings of the assessment will allow inappropriate behaviors to be corrected (Beck, 2009). The feedbacks should be face to face and direct in nature to the offense, ensuring the offender knows how they are making the other party feel and react and how the team morale is effected (beck, 2009). Finally, a action plan should be developed to address behaviors and track improvements for a long term solution (Beck, 2009). Lets take a brief look at intercultural communications.
- Intercultural communication is the art of being able to communicate or exchange information either verbally or non verbally between people from different cultures. While on the surface it may seem simple it in fact can be very difficult for employees to grasp. With our bias’s, perspectives, and our own cultural preferences in order it is hard to be able to understand the needs of another persons cultural preferences at work. According to internations.org cultural differences are made up of three common things: first- culture is what you see, hear, and touch. Second- systems and institutions such as the government. Lastly- beliefs, norms, and attitudes (internations,2014). For Asian business partners these intercultural dimensions could be they need to establish a personal relationship through basic language, greeting appropriately, showing respect, and gift giving (Yang, 2009).
- Along with basic college communication courses and language courses companies must be willing to provide intercultural communication courses to better their world wide partnerships. Classes such as meeting and greeting with business partners, business card etiquette, how to attend banquets, gift giving and receiving, politeness, and non verbal communication are greet starts (Yang, 2009).
- With a good training plan that focuses on language, culture, national culture, and respect of others partnerships show grow and become easier in practice. This competency will help people from other backgrounds to mutually respect and develop better working relationships. This will allow communication to successfully happen in meetings, teams, work related discussions, formal presentations, listening and following directions… which allows for social capital to flourish such as knowledge sharing, tolerance, and the ability to work collaboratively within interpersonal relationships (Ainsworth, 2013). Now lets take a look at writing tips.
- Writing is important in today’s business world. It requires three things to happen to make the writing successful. First – writing should be a regular custom habit. Second- business’s should emphasize frequency and brevity rather than length. Third – business’s should insist on quality rather than quantity (Brzovic, 2008) .
- By applying business rules for writing and routing of documents business writing will become a cultural norm. Write instructions on format, length, and typical language the company would like to utilize (Brzovic, 2008) . This will keep all writers focused and engaged in business writing. The second step is engaging dialogue about what your business leadership(reader) wants to know or learn and how employee (writer) wants the reader to know (Brzovic, 2008) . In brief, the instructions should give: define terms and a problem statement, analyze empirical evidence, and use arguments to support recommendations (Brzovic, 2008) .
- Electronic communications come in many forms such as bulletin boards, internet, email, and other mediums. Some great advantages to this type communication is that it is instant. In most cases it is free to send and receive the message. The message can go to as many people as need be for the writer to get their message across to their target. Some concerns about electronic communications are that it can be interpreted in many ways by the receiver (Lamb, 1999). It is very difficult to clearly communicate at times regarding intercultural communication (Lamb, 1999). Therefore, it is imperative that when you write using electronic means that you are clear, brief, and precise within context of your audience (Lamb, 1999).
- An email can be sent to multiple people instantly. Saving time and due to the costs associated with email it is sent usually free of charge(Lamb, 1999. This is a great asset to a company. However, the sender must keep in mind some things: Know your organizations rules on email, use the dialect and etiquette that is accepted of your company, make your email business related, each email should have only one topic, put the subject in the subject line, and keep the message brief enough to fit on one screen(Lamb, 1999. To avoid sending wrong messages out make sure you re-read them and think them through and do not write messages that could be forwarded or seen by a party other than the one intended(Lamb, 1999. Finally, your email should be two parts: the address and the body(Lamb, 1999. Stay with your business rules and you should be fine.
- Companies tend to have messages that contain information that is static but need their people to know. Lots of times it is equal opportunity items, job postings, and other company miscellaneous items. Now a days we can use electronic boards instead of the old cork board. When thinking of the content of the electronic bulletin boards: learn the language and symbols of the company, evaluate the message (re read it) before you post it, limit your postings to new ideas and information, and do not attach files to the posting (Lamb, 1999). These postings should be just like what you would hang on the old corkboard. Lets turn our attention to the way we communicate.
- Using communication to get a desired outcome can be tricky at times. Placing the discussions into items such as reward (positive), normal (positive or negative), or discipline (negative) can help assist in how you effectively communicate. The reason that you must think through the way that you must communicate is that you need to try to get your receiver to process the information. Then taking that information and making a choice that is motivated them in the desired direction of the communicator (University of Groningen, 2009). An example of a positive communication, Do not over eat. Following a heart healthy diet reduces your chance of heart attack and stroke. Contrasting with a negative framing message, Don’t over eat. Overeating increases your chances of having a heart attack.
- It is hard to say which way you should choose to get the desired out come, positive or negative..? It seems that the studies I have been limited to seeing are very mixed. And the results rely on the on the person accepting the message. The University of Groningen broke it down by the self-discrepancy theory (University of Groningen, 2009). Where people are who they actually are or their actual self, how they ideally would like to be or their ideal self, and how they should be or their ought self (University of Groningen, 2009). The outcome they found was that positively framed communications was more effective in people with an ideal self frame of mind (University of Groningen, 2009). Whereas, negatively framed information was better relied with the ought self (University of Groningen, 2009). They also found that if the participant had a low participation rate that neither positive or negative worked al that well in the study (University of Groningen, 2009). Overall, the study suggests that a speaker will do best to know that not everyone is going to follow their desired outcome. Even more, that they should know whom they are talking to and their state of mind (University of Groningen, 2009). . Lets know look at the business presentation.
- There are 8 simple ways to improve presentation skills. The first is to plan and rehearse your presentation (Bartram, 2014). Since it is hard to make off the cuff presentations, know the information, and be able to focus on your audience it is a must to practice. Tailor your words to the audience (Bartram, 2014). Make sure you know whom you are speaking to! People listen if they know that you are speaking to them in their language. You would never want to speak to the boy scouts about the importance of being a great cub scout or selling cookies. Next, choose your presention tools carefully (Bartram, 2014). Whether hardware, software, batteries, pointers, chalk boards, or nothing at all make sure that its available working and tailerd to the audience. Then make sure you project good body language for not only yourself but your audience (Bartram, 2014). Stand where people can see and hear you. Don’t be too busy with your body movements. Keep good eye contact with everyone in the room.
- In any business report type you must first be able to organize your thoughts in to a logical method (Messmer, 2001). This will allow your reader to follow along with ease so that they take in and understand the message being relayed. Taking a moment to identify what it is you are wanting to communicate and then putting it into a outline format can assist with the organization. Next, you should write for your audience not yourself (Messmer, 2001) . Know the knowledge level and where the audience comes from to ensure you are speaking their knowledge (Messmer, 2001). Avoid buzz words, acronyms and phrases that may be good for you but not your audience (Messmer, 2001) . Then you need to master the mechanics of the business report (Messmer, 2001) . If your document is well written, yet contains spelling and grammatical errors it may lose its impact (Messmer, 2001) . Use a grammar guide and dictionary if needed (Messmer, 2001) .
- Speaking of grammar and spelling ensure your proofread and edit your document (Messmer, 2001). Read your document aloud for smooth flow and redundancies (Messmer, 2001). Finally, you will want to make sure your primary topic is hit, outlined, and a call to action is used quickly (Messmer, 2001). This concludes the overview of some best practices to speak, write, and present to your audience today. In review we went over….