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Best Practices in Business Writing and Commucication
- 1. BEST PRACTICES IN BUSINESS WRITING & COMMUNICATION Terri Jensen ORG536 – Contemporary Business Writing and Communication Colorado State University – Global Campus Dr. Robert Olszewski June 1, 2014
- 2. Introduction This presentation will introduce participants to various business communications concepts, while providing practical tips for effective communication. Source: Google Images
- 3. Today’s Topics • Enhancing the workplace through effective communication • Communicating effectively • Communication tools
- 4. ENHANCING THE WORKPLACE THROUGH EFFECTIVE COMMUNICATION
- 5. What is Business Communication? “In order to operate a business appropriately, one must understand the basics of business communication and its essential role in creating success” (Papa, 2014, para. 1). • Business Communication includes • Verbal and non-verbal communication • Formal and informal communication • Business to business • Business to consumer (Papa, 2014)
- 6. Effective Business Communication Communication Process • Sender encodes an idea • Message travels over channel • Receiver decodes message • Feedback travels back to sender Miscommunication • Bypassing: misinterpret meaning • Differing frames of reference • Lack of language skills • Distractions (Smith, 2013) (Smith, 2013)
- 7. Ethical Communication Think through the audience reaction to any message sent. • Ethical Communications Goals • Follow the laws of relevant industry • Tell the truth • Label opinions • Be objective • Use inclusive language • Cite resources (Guffey & Loewy, 2011)
- 8. Doing the Right Thing Never do anything that you wouldn’t want to read about on the front page of the New York Times (MacDonald, 2010) Business leaders are often on the news for unethical behavior. Be sure to follow the New York Times Rule. Source: Google Images
- 9. Practicing Professionalism Respect • Be polite and respectful Attitude • Keep a positive attitude Language • Don’t use jargon when speaking to customers Reliable • Do what you say you will do. Under promise and over deliver Integrity • Remember to represent yourself and your organization to the best of your ability Believe • Believe in your job Demeanor • Carry yourself professionally (Castillo, 2012)
- 10. Active Listening • Face the speaker • Maintain eye contact • Be present and be relaxed • Stay open-minded • Listen and try to picture the conversation • Don’t interrupt • Ask clarifying questions • Empathize with the speaker • Give regular feedback • Listen for the nonverbals (Schilling, 2012)
- 11. Things You Should Never Say at Work Instead of this • “That’s not fair” • “That’s not my problem” • “I think” • “No problem” • “I’ll try” • “My job stinks” Say or do this • Build a case and present it • Care about other’s success • “I am confident” • “You’re welcome” • “I will” • Communicate with tact (Smith, 2013)
- 12. Intercultural Business Communication Several techniques can be used to achieve effective intercultural communication. Use these processes: • Sensitivity • Non-judgmentalism • Tolerance Tip: When interacting with business people from other cultures, follow their lead (Guffey & Loewy, 2011) Source: Google Images
- 13. The Importance of Diversity in the Workplace Diversity increases Productivity Creativity Employee retention Communication Customer base (Andrade, 2010)
- 15. 3 x 3 Writing Process This process divides writing into three phases to create an easier, systematic approach to business communication Prewriting Writing Revising Decide on the purpose, know the audience Research the topic, organize thoughts, compose draft Edit message, proofread, and re-evaluate content with intent (Guffey & Loewy, 2011)
- 16. Writing Tips for the Business Professional Remembering Audience + Objective creates a sound business communication Effective Writing Keep it simple Use plain English Use active writing Check grammar (Adams, 2012)
- 17. Positive Messaging Use the 3 x 3 writing process to create positive messages in emails, interoffice memos, or business letters. • Positive messages convey: • Goodwill • Uplifting news • Conversation replies • Requests for information (Guffey & Loewy, 2011)
- 18. Negative Messaging Establish goals in communicating negative news. 1. Explain message clearly and completely 2. Project a professional image 3. Convey empathy and sensitivity 4. Be fair 5. Maintain friendly relations (Guffey & Loewy, 2011) Tip: Avoid legal liability. Avoid abusive or careless language,
- 20. Using Electronic Messages and Digital Media for Business Communication • Email • Instant messaging • Text messaging • Blogs • Wikis • Podcasts • Social media Tip: Electronic communication is still communication. Know your audience and your objective to ensure effective communication (Feigenbaum, 2014) Today’s business professionals have many choices for electronic communication.
- 21. Why Use Electronic Communications? Combine media • Text, graphics, sounds, video, etc. Interactive • Engages audience in two-way communication Many-to-many communication • Geographically disperse groups communicate interactively Enhance teamwork • Many people work on documents simultaneously Increase collaboration • Removes power of communication gatekeeper Quick action / reaction • Send / receive large quantities of information (Why use, 2014) There are many advantages to using electronic communications
- 22. Using Social Media as an Internal Communication Tool • Social technologies should be added to the natural workflow. The technology should be a natural extension of the business process.Add value, not complexity • Include organizational change elements such as training, aligning systems, and fostering understanding to incorporate social media.Provide organizational support • Develop an atmosphere of experimentation and learning. Encourage failure and learn from it to enhance social media efforts.Experiment and learn • Determine metrics to measure the successful implementation of social media campaigns.Track impact “Why do so few companies capture the full value of social technologies? There's no doubt organizations have begun to realize significant value from largely external uses of social. Yet internal applications have barely begun to tap their full potential, even though about two-thirds of social's estimated economic value stems from improved collaboration and communication within enterprises.” (para. 1) (Chui, Dewhurst, & Pollak, 2013)
- 23. Business Presentations • Know your audience and objective • Frame the story • Plan the delivery • Develop stage presence • Plan the multimedia • Put it together “Presentations rise or fall on the quality of the idea, the narrative, and the passion of the speaker. It’s about substance, not speaking style or multimedia pyrotechnics”(Anderson, 2013, p. 5). (Anderson, 2013) Source: Google Images Tip: Practice, practice, practice before any presentation
- 24. Formal vs. Informal Reports Businesses use formal and informal communication as essential tools. • Formal reports are more structured, offering greater detail and analysis. • Informal reports have a more relaxed structure, providing specific details for the report topic. (Guffey & Loewy, 2011) Source: Google Images
- 25. Informal Proposals Introduction •Purpose of proposal •Writer qualifications Background •Problem statement •Project goals Proposal •Project plan •Resource requirements Budget Request for approval (Guffey & Loewy, 2011)
- 26. Formal Proposals Table of contents Copy of original Request for Proposal (RFP) Letter of transmittal Executive summary List of illustrations Appendix (Guffey & Loewy, 2011) A formal proposal contains all elements of an informal proposal, and may also include:
- 27. Tips for Writing Formal Reports (Guffey & Loewy, 2011) Source: Google Images • Use the 3 x 3 writing method • Create a time table • Collect pertinent data • Create a report outline
- 28. Conclusion Enhancing the Workplace through Effective Communication Communicating Effectively Communication Tools Today, you learned about:
- 29. Conclusion 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 messaging Business presentations tips Business reports, plans and proposals We then broke it down further:
- 30. References Adams, S. (2012). Ten Tips For Better Business Writing. Forbes.Com, 80. Anderson, C. (2013). How to Give a Killer Presentation. Retrieved from http://hbr.org/2013/06/how-to-give-a- killer-presentation/ar/1 Andrade, S. (2010). 6 advantages of workplace diversity. Retrieved from http://saharconsulting.wordpress.com/2010/03/26/6-advantages-of-workplace-diversity/ Castillo, M. (2012). Practicing Professionalism. Health Care Registration: The Newsletter For Health Care Registration Professionals, 21(12), 8-9. Chui, M., Dewhurst, M., & Pollak, L. (2013). Building the social enterprise. Mckinsey Quarterly, (4), 8-11. Feigenbaum, E. (2014) Electronic methods of communication in business. Retrieved from http://smallbusiness.chron.com/electronic-methods-communication-business-2934.html Guffey, M.E., & Loewy, D. (2011). Business Communication: Process and Product. (7th ed.). Mason: South- Western Cengage. MacDonald, C. (2010). Business ethics and the “New York Times” rule. Retrieved from http://businessethicsblog.com/2010/12/08/business-ethics-and-the-new-york-times-rule/ Morino Institute. (2014). Why use electronic communications? Retrieved from http://knowledgeway.org/living/communications/homepage.html Papa, J. (2014). What Is Business Communication? Retrieved from http://smallbusiness.chron.com/business- communication-43167.html Schilling, D. (2012). 10 steps to effective listening. Retrieved from http://www.forbes.com/sites/womensmedia/2012/11/09/10-steps-to-effective-listening/ Smith, J. (2013). 13 things you should never say at work. Forbes. Retrieved from http://www.forbes.com/sites/jacquelynsmith/2013/02/15/13-things-you-should-never-say-at-work/