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. 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. 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. 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. 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. 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. PROFESSIONALISM IN THE WORKPLACE
Problem
Solving
Adaptability
Teamwork & Collaboration
Conflict
Resolution
Critical
Observations
Verbal & Written Communication
(Buhl, n.d.)

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. 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. 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. 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. 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. 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. 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. 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. WRITING TIPS FOR THE BUSINESS
PROFESSIONAL
(Guffey & Loewy, 2011)

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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