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BEST PRACTICES IN BUSINESS 
WRITING AND 
COMMUNICATION 
KIMBERLY JONES 
ORG 536 – CONTEMPORARY BUSINESS WRITING AND COMMUN...
WHAT WILL BE COVERED: 
Effective and Ethical Business Communication 
Professionalism in the Workplace 
Intercultural Busin...
PART 1: EFFECTIVE AND ETHICAL BUSINESS 
COMMUNICATION 
Communication skills are 
important because it is how we 
present o...
EFFECTIVE AND ETHICAL BUSINESS 
COMMUNICATION 
Key Components to Effective 
Communication: 
• Understand the audience 
• U...
EFFECTIVE AND ETHICAL BUSINESS 
COMMUNICATION 
Common Business 
Communication Channels: 
Video or 
Audio 
Conference 
(Guf...
PART 2: PROFESSIONALISM IN THE 
WORKPLACE 
The importance of… 
Soft Skills & Etiquette 
Teams 
Active Listening Skills 
So...
PROFESSIONALISM IN THE WORKPLACE 
Problem 
Solving 
Adaptability 
Teamwork & Collaboration 
Conflict 
Resolution 
Critical...
PROFESSIONALISM IN THE WORKPLACE 
Etiquette development is 
essential, especially as 
communication channels evolve in 
th...
PROFESSIONALISM IN THE WORKPLACE 
Why are teams important? 
• Better collaboration on 
assignments & projects 
• Diverse i...
PROFESSIONALISM IN THE WORKPLACE 
Many people are poor listeners, 
despite its importance in being 
professional. 
Remembe...
PART 3: INTERCULTURAL BUSINESS 
COMMUNICATION 
What is it? 
Sharing information across 
cultures with an emphasis on 
how ...
INTERCULTURAL BUSINESS 
COMMUNICATION 
Culture shapes how we 
communicate. 
It is important to 
understand and adjust 
how...
INTERCULTURAL BUSINESS 
COMMUNICATION 
Low-context cultures: prefer 
direct verbal interaction, not 
great at nonverbal cu...
INTERCULTURAL BUSINESS 
COMMUNICATION 
Before communication: 
• Avoid being ethnocentric 
• Practice tolerance and 
patien...
PART 4: WRITING TIPS FOR THE BUSINESS 
PROFESSIONAL 
Source: http://office.microsoft.com/en-us/ 
images/results.aspx?qu=bu...
WRITING TIPS FOR THE BUSINESS 
PROFESSIONAL 
(Guffey & Loewy, 2011)
WRITING TIPS FOR THE BUSINESS 
PROFESSIONAL 
PREWRITING 
WRITING 
Determine the 
Research and 
purpose 
organize ideas; 
C...
PART 5: USE OF ELECTRONIC MESSAGES 
AND DIGITAL MEDIA FOR BUSINESS 
COMMUNICATION 
While email is the most widely 
used an...
USE OF ELECTRONIC MESSAGES AND 
DIGITAL MEDIA FOR BUSINESS 
COMMUNICATION 
Why is it becoming more popular? 
• Can be used...
USE OF ELECTRONIC MESSAGES AND 
DIGITAL MEDIA FOR BUSINESS 
COMMUNICATION 
Best Practices for Email 
• Have an informative...
PART 6: POSITIVE AND NEGATIVE 
MESSAGES 
Positive 
Message 
Uses 
•Routine and neutral 
requests or responses 
•Messages o...
POSITIVE AND NEGATIVE MESSAGES 
Positive 
news 
Follow the 3x3 writing 
process and consider the 
audience 
Best delivered...
PART 7: BUSINESS PRESENTATIONS 
Three Areas of Focus: 
• Evaluating the purpose, 
audience and content 
• Designing a visu...
BUSINESS PRESENTATIONS 
Content 
Determine the purpose 
Analyze the audience needs 
Develop content & evaluate 
Visuals 
M...
BUSINESS PRESENTATIONS 
Remember: 
• Consider the needs and 
wants of the audience 
• Apply the 3x3 Writing Process 
• Do ...
PART 8: BUSINESS REPORTS, PLANS AND 
PROPOSALS 
Reports, plans and proposals 
are used for written 
communication internal...
BUSINESS REPORTS, PLANS AND PROPOSALS 
Reports 
Used to present 
information or research 
and findings; draw 
conclusions ...
BUSINESS REPORTS, PLANS AND PROPOSALS 
Let the audience guide the formality and 
format for the assignment 
Research data ...
CONCLUSIONS 
• Consider what content needs to be communicated 
• Consider the audience, with special attention to a cultur...
REFERENCES 
Buhl, L. (n.d.). Six soft skills everyone needs. Yahoo Hotjobs. Retrieved from http://career-advice.monster.co...
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Best practices in business writing and communication final

  1. 1. BEST PRACTICES IN BUSINESS WRITING AND COMMUNICATION KIMBERLY JONES ORG 536 – CONTEMPORARY BUSINESS WRITING AND COMMUNICATION COLORADO STATE UNIVERSITY – GLOBAL CAMPUS DR. BRIAN NEFF AUGUST 21, 2014
  2. 2. WHAT WILL BE COVERED: Effective and Ethical Business Communication Professionalism in the Workplace Intercultural Business Communication Writing Tips for the Business Professional Electronic Messages and Digital Media Positive and Negative Messages Business Presentations Business Reports, Plans and Proposals
  3. 3. PART 1: EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION Communication skills are important because it is how we present ourselves inside and outside of an organization. Critical thinking is necessary to craft and deliver effective verbal and written messages. (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=communication&ex=1#ai:MP900309615|
  4. 4. EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION Key Components to Effective Communication: • Understand the audience • Understand the message to communicate • Understand the uses for various communication channels • Use proper grammar and punctuation • Organize message content before delivery (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=clarity&ex=1#ai:MP900387807|
  5. 5. EFFECTIVE AND ETHICAL BUSINESS COMMUNICATION Common Business Communication Channels: Video or Audio Conference (Guffey & Loewy, 2011) Phone Call/ Voice Message Letter or Memo Face-to- Face (Individual or Group) Instant Message Blog Wiki Email Report or Proposal Fax Best practice: determine which channel is optimal for your audience and content.
  6. 6. PART 2: PROFESSIONALISM IN THE WORKPLACE The importance of… Soft Skills & Etiquette Teams Active Listening Skills Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=business&ex=1#ai:MP900422113|mt:2|
  7. 7. PROFESSIONALISM IN THE WORKPLACE Problem Solving Adaptability Teamwork & Collaboration Conflict Resolution Critical Observations Verbal & Written Communication (Buhl, n.d.)
  8. 8. PROFESSIONALISM IN THE WORKPLACE Etiquette development is essential, especially as communication channels evolve in the digital space. Look, Sound, and Act Professional = Success! Always remember to be: Polite in actions and words Sincere, respectful, and considerate Positive (Guffey & Loewy, 2011)
  9. 9. PROFESSIONALISM IN THE WORKPLACE Why are teams important? • Better collaboration on assignments & projects • Diverse ideas lead to innovation (Davila, Epstein, & Shelton, 2013) • Groups make better decisions • Increased productivity & morale Organizations value individuals who work well on teams, and technology has facilitated the development of better teams for both in-person and virtual groups. (Guffey & Loewy, 2011)
  10. 10. PROFESSIONALISM IN THE WORKPLACE Many people are poor listeners, despite its importance in being professional. Remember: communication is just as much about sending as it is receiving information. Strong Active Listeners: • Avoid outside distractions • Tune into nonverbal messages • Identify key facts • Do not interrupt a speaker • Ask questions to learn more and clarify (Guffey & Loewy, 2011)
  11. 11. PART 3: INTERCULTURAL BUSINESS COMMUNICATION What is it? Sharing information across cultures with an emphasis on how different cultures might receive a message Why is it important? • Increased globalization • Technology enables speed • Increased movement and immigration (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=business&ex=1#ai:MP900390086|mt:2|
  12. 12. INTERCULTURAL BUSINESS COMMUNICATION Culture shapes how we communicate. It is important to understand and adjust how we communicate with others in order to be mindful of cultural differences and for clarity. (Guffey & Loewy, 2011)
  13. 13. INTERCULTURAL BUSINESS COMMUNICATION Low-context cultures: prefer direct verbal interaction, not great at nonverbal cues, rely on linear logic, say “no” directly High-context cultures: prefer indirect verbal interaction, better at nonverbal cues, rely on context, avoid saying “no” directly Cultural considerations • Different preferred style: direct or context-oriented • Different value of formality and tradition • Different value of time • Different value of individualism (Guffey & Loewy, 2011)
  14. 14. INTERCULTURAL BUSINESS COMMUNICATION Before communication: • Avoid being ethnocentric • Practice tolerance and patience • Be aware of differences in nonverbal and verbal communication • Learn common expressions and phrases During communication: • Do not make assumptions of comprehension • Use formal titles in written communication • Use simple English and avoid colloquialisms • Be accommodating (Guffey & Loewy, 2011)
  15. 15. PART 4: WRITING TIPS FOR THE BUSINESS PROFESSIONAL Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=business&ex=1#ai:MP900442309|mt:2| 3 Phases of Writing (3x3 Process) Prewriting Writing Revising
  16. 16. WRITING TIPS FOR THE BUSINESS PROFESSIONAL (Guffey & Loewy, 2011)
  17. 17. WRITING TIPS FOR THE BUSINESS PROFESSIONAL PREWRITING WRITING Determine the Research and purpose organize ideas; Chose the best outline channel (email, memo, Be positive, instant message, etc.) courteous, and use Consider the audience bias-free language; and tailor response strike the right tone REVISING Aim for clarity in revision; eliminate redundancy Employ proper punctuation and grammar in every communication (Guffey & Loewy, 2011)
  18. 18. PART 5: USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATION While email is the most widely used and popular form of electronic messages, other options (IM, text, podcast, blogs, wikis and social networking) are catching on. (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=pda&ex=1#ai:MP900 387929|mt:2|
  19. 19. USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATION Why is it becoming more popular? • Can be used internally and externally • Different delivery methods may be more appropriate for the message • Collaboration and networking sites allow information to travel faster Always ask: • Is this the best channel for the message? • Is it appropriate for my audience? • Am I using proper grammar and punctuation? • Are there ethical implications in sending the information via this channel? Remember: Practice professional etiquette in all digital media communications (Guffey & Loewy, 2011)
  20. 20. USE OF ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS COMMUNICATION Best Practices for Email • Have an informative subject line • Deliver the main purpose • Include supporting information for the subject • Close with an action, summary or thought (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=new+message&ex=1#ai:MP900390573|
  21. 21. PART 6: POSITIVE AND NEGATIVE MESSAGES Positive Message Uses •Routine and neutral requests or responses •Messages of goodwill • Instructional communications •Making direct claims Negative Message Uses •Refusing requests •Delivering bad news •Making apologies (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=yelling&ex=1#ai:MP900409103|
  22. 22. POSITIVE AND NEGATIVE MESSAGES Positive news Follow the 3x3 writing process and consider the audience Best delivered directly Direct approach: lead with the news Negative News Follow the 3x3 writing process and consider the audience Can be delivered directly or indirectly Direct approach: lead with news Indirect approach: include buffer, list reasons, deliver bad news, and close message Important not to let communication be emotionally-driven (may have legal or ethical ramifications) Remember: Diverse cultures deliver good and bad news differently, some more direct or indirect. (Guffey & Loewy, 2011)
  23. 23. PART 7: BUSINESS PRESENTATIONS Three Areas of Focus: • Evaluating the purpose, audience and content • Designing a visually appealing program • Delivering the material Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=team&ex=1#ai:MP900435893|mt:2|
  24. 24. BUSINESS PRESENTATIONS Content Determine the purpose Analyze the audience needs Develop content & evaluate Visuals Make it appealing (use colors, text, templates, handouts & multimedia) Prepare & rehearse; vary speed & tone Proofread & edit Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=podium&ex=1#ai:MP9 Delivery Gain audience rapport Make eye contact Keep audience engaged (Guffey & Loewy, 2011) 00422172|mt:2| Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=businessman& ex=1#ai:MP900439332|mt:2| Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=design& ex=1#ai:MP900448562|mt:2|
  25. 25. BUSINESS PRESENTATIONS Remember: • Consider the needs and wants of the audience • Apply the 3x3 Writing Process • Do not let the visuals of the presentation overshadow your delivery • Know the material well so you can speak freely Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=business&ex=1#ai:MP900427658| mt:2| (Guffey & Loewy, 2011)
  26. 26. PART 8: BUSINESS REPORTS, PLANS AND PROPOSALS Reports, plans and proposals are used for written communication internally and externally in an organization. All formats require strong organization skills to effectively arrange concepts and ideas. (Guffey & Loewy, 2011) Source: http://office.microsoft.com/en-us/ images/results.aspx?qu=business&ex=1#ai:MP900442179|m t:2|
  27. 27. BUSINESS REPORTS, PLANS AND PROPOSALS Reports Used to present information or research and findings; draw conclusions Examples: Informal (short, takes many forms) Formal (longer, narrow in scope) Plans Used to persuade an organization for funding Example: Convince a bank to grant a small business loan Proposals Used to pitch business services to another organization Example: Request for Proposal (RFP) (Guffey & Loewy, 2011)
  28. 28. BUSINESS REPORTS, PLANS AND PROPOSALS Let the audience guide the formality and format for the assignment Research data from a variety of reputable sources Interpret and analyze data without bias; make recommendations Include proper formatting and citations Make hard copy reports visually appealing for the reader Organize for the content and audience comprehension (Guffey & Loewy, 2011)
  29. 29. CONCLUSIONS • Consider what content needs to be communicated • Consider the audience, with special attention to a culturally diverse audience • Apply the 3x3 (Prewriting, Writing & Revising) process to all written communications • Practice proper etiquette in both verbal and written communication These best practices will lead to communication success in business and beyond! (Guffey & Loewy, 2011)
  30. 30. REFERENCES Buhl, L. (n.d.). Six soft skills everyone needs. Yahoo Hotjobs. Retrieved from http://career-advice.monster.com/career-development/ getting-promoted/six-soft-skills-everyone-needs-hot-jobs/article.aspx Davila, T., Epstein, M. J., & Shelton, R. D. (2013). Making innovation work: How to manage it, measure it, and profit from it. (2nd ed.). Upper Saddle River, New Jersey. Pearson Education, Inc. Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th Ed.). Independence, KY: Cengage Learning. Markkula Center for Applied Ethics at Santa Clara University. (2011, January 24). Five ways to think ethically – Markkula Center for Applied Ethics [Video File]. Retrieved from https://www.youtube.com/watch?v=OTpwUUNepZc&feature=player_embedded Office.Microsoft.com. (2014). Microsoft Office Online. Retrieved from http://office.microsoft.com/en-us/images/business- CM079001906.aspx

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