The document discusses best practices in business communication and writing. It covers topics such as effective and ethical communication, professionalism in the workplace, intercultural communication, writing tips, using electronic messages and digital media, business presentations, and business reports and proposals. The key aspects of effective business communication highlighted are adapting messages to the audience, maintaining a courteous tone, and following a systematic writing process such as the 3x3 method of prewriting, writing, and revising. Face-to-face communication is still preferred for sensitive topics, while digital media provides new opportunities for engagement. Understanding different cultures and adapting communication styles appropriately is also important.

1. Best Practices in Business Writing and Communication
By: Maria Soto

2. Index
• Effective and ethical business communication
• Professionalism in the workplace
• Intercultural business communication
• Writing tips for the business professional
• The use of electronic messages and digital media for business communication
• Business presentation
• Business reports, plans and proposals

3. Effective and ethical business communication
People are not innately effective
communicators said Guffey and Loewy
(2011), it takes dedication and training to
develop these skills.

4. What is communication?
Effective and ethical business communication
As described in CSU-Global Module 1 (2014), communication is the action
of transmitting information and meaning. Moreover, CSU-Global Module 1
(2014) stated that effective communication is achieved when the receiver of
the message understands it as anticipated.

5. Effective communication is best achieved if the sender proactively foresees
problems related to how a message might be received stated Guffey and Loewy
(2011). Newman and Ober (2012) added that a person’s mental filter, frame of
reference, culture and experience, affects the meaning someone assigns to a
message.
This video provides excellent communication tips (Communication skills training.
Retrieved from http://youtu.be/K15caOnOois, 2014).
http://youtu.be/K15ca0n0ois
Effective and ethical business communication

6. Non-verbal communication?
Body language, posture, eye contact, facial expressions and gestures all are part of non-verbal
communication (Guffey & Loewy, 2011).
Click the link below to watch a video on what body language is and for tips on how to improve
one’s body language (Body language at work by Peter Clayton. Retrieved from
https://www.youtube.com/watch?v=t-eC2QQ-nSM, 2014).
Body language at work by Peter Clayton
https://www.youtube.com/watch?v=t-eC2QQ-nSM
Effective and ethical business communication

7. What is ethics?
Effective and ethical business communication
Ethics refers to a set of governing principles of what is right and wrong (Guffey & Loewy,
2011).
Ethical business communication:
Guffey and Loewy (2011) put it very simple when they said that communicating ethically is
simply telling the truth. Newman and Ober (2012) mentioned that the majority of businesses
are recognizing that being ethical, is good business. Hence, some steps businesses are taking
added Newman and Ober (2012) include establishing a code of ethics, putting in place
policies that encourage ethical behavior in organizations, and providing ethics training to
employees.
Guffey and Loewy (2011) advised that a way to end rumors at work is by not participating in
the conversation and by clarifying misstated information.

8. Professionalism in the work place
What does it mean to be professional in the
workplace?
According to Guffey and Loewy (2011),
professionalism refers to a set of competencies and
skills such as strong oral and written communication,
listening, superior customer service, being a team
player, and being able to work with a diverse group of
people.
Workplace etiquette as noted by Guffey and Loewy
(2011):
• Display good manners and use polite words
• Respect coworker’s space
• Choose the high road in conflict
• Agree to disagree

9. Intercultural business communication
Newman and Ober (2012) described
intercultural business communication as
communication between people from
different cultures.

10. Intercultural business communication
Newman and Ober (2012) went on to say that effective managers appreciate
employees from different cultures and thus, are able to empower them. Guffey
and Loewy (2011) added that effective communicators are aware of their own
culture and value the differences.
Organizations doing business abroad, said Newman and Ober (2012) must
understand the local culture and communicate using the local language.
Newman and Ober (2012) went on to describe low context cultures, which prefer
direct communication versus high context cultures, which prefer less words and
an indirect approach.

11. Intercultural business communication
Success in today’s global marketplace comes to those who appreciate and acknowledge
differences among people (CSU-Global Module 2, 2014). CSU-Global Module 2 went on
to say that business professionals will accomplish a lot by practicing empathy, patience
and demonstrating respect.
Click the link to watch a video depicting intercultural communication. (Intercultural
communication in the workplace. Retrieved from
http://www.youtube.com/watch?v=lUjaNLnWl6o, 2014)
http://www.youtube.com/watch?v=lUjaNLnWl6o

12. Writing tips for the business professional
Identifying the purpose for writing Guffey and Loewy
(2011) said, will save the writer a lot of time. The
purpose of business writing varies, Guffey and Loewy
(2011) stated, some writers write to solve problems,
relay information and to persuade their audience. The
3 x 3 writing process provides the writer three phases
to organize his/her writing added Guffey and Loewy
(2011); the prewriting phase, the writing phase and
the revising phase.

13. Writing tips for the business professional
(Guffey and Loewy, 2011)

14. Writing tips for the business professional
Guffey and Loewy (2011) went on to recommend:
• Adapting messages to the audience.
• Using positive language versus negative language.
• Being courteous and maintaining a courteous tone.
• Selecting bias-free language.
For example, when communicating with an individual with a walking Cark and Stewart (2009)
recommend to avoid using words like “lame”, which might be considered derogatory by the
receiver. Also, Clark and Stewart (2009) advised against using gender or ethnic identifiers such
as “female doctor” or “Indian accountant.”

15. The use of electronic messages and digital
media for business communication
Technology has changed workplace communication
and it is good business to capitalize on digital media
to engage and listen to customers online (Newman &
Ober, 2012). Although companies are relying more
and more on electronic communication to keep
stakeholders informed or to engage in conversation
with them, Guffey and Loewy (2011) emphasized that
face-to-face communication is still the preferred mode
of communication when delivering hurtful or sensitive
news.
For example, when an employee is being laid off
Guffey and Loewy (2011) explained, a face-to-face
conversation is the ideal approach.

16. The use of electronic messages and digital media for
business communication
CSU-Global Module 4 (2014) touched on
the importance of keeping business
information private and cautioned
employees about posting content on social
media sites that could create legal or
financial problems for their company or
that could cause the employee his/her job.

17. Positive and negative messages
Guffey and Loewy (2011) stated that all
successful positive or negative messages begin
with the writing process. Also, selecting the
appropriate delivery mode (i.e. email,
memorandum, letter, etc.) is an important part
of the writing process (Guffey & Loewy, 2011).

18. Positive and negative messages
Guffey and Loewy (2011) described the direct
and indirect strategies when relaying positive or
negative news. Guffey and Loewy (2011) went
on to recommend using the indirect strategy
when the negative news is personally upsetting
or unexpected; and the direct strategy when
delivering non-damaging news.
Additionally, CSU-Global Module 5 (2014)
noted that all business managers at one time or
another must deliver bad news, and doing it
without legal liabilities is always the final
objective.

19. Business presentation
Guffey and Loewy (2011) reminded us that the
text is the heart of the presentation.
Furthermore, Newman and Ober (2012) pointed
out that a good leader uses text with caution.
Thus, applying the 3x3 writing process to writing
a presentation can save money and can help
write a clear, succinct and understandable slide
show (Guffey & Loewy, 2011).

20. Business presentation
Once the content is in place, Newman and Ober (2012), advised using graphics to show how
points relate to each other or to highlight data, and to insert pictures to make the slides more
visually appealing.
Newman and Ober (2012) reminded the presenter that he/she is the main attraction of his/her
presentation and that the slide show and the handout are supporting tools.

21. Business reports, plans and proposals
CSU Global Module 7 (2014) explained
that there are different types of reports
business executives must write, among
them, are informal reports and analytical
reports. The 3x3 writing process can help
plan, organize and write clear and
understandable reports (Guffey & Loewy,
2011).

22. Business reports, plans and proposals
CSU Global Module 7 (2014) added that it is
important for the writer to know when to
utilize the direct organizational strategy
versus the indirect organizational strategy.
Knowing which strategy to use has to do
with how well the writer knows his/her
audience and the audience’s receptiveness
and familiarity with the topic to be
presented.
In addition, Guffey and Loewy (2011)
suggested presenting a well-organized
report, which will make it easier for the
reader to follow and comprehend.

23. Business reports, plans and proposals
Moreover, Guffey and Loewy (2011) pointed out that the direct organizational pattern is used in
an informational report that contains neutral information that would be well received by an
audience. On the other hand, Guffey and Loewy (2011) went on to say that the indirect strategy
is used when information about a problem needs to be presented and when the writer has to
persuade the audience to accept his/her recommendations.
A periodic activity report is a good example of an informational report noted CSU-Global
Module 7 ( 2014), because it provides updates about regular activities during a particular
reporting period.

24. Conclusion
Figure 1.4
Once again, the communication process consists of transmitting
Information and meaning, as noted in Figure 1.4 (Guffey
and Loewy, 2011). Guffey and Loewy (2011) went on to say
that effective communication happens when the message
is understood as expected.
In Figure 1.5, Guffey and Loewy (2011) highlights the functions
of business communication, which are:
-To inform
-To persuade
-To promote goodwill and
Figure 1.5
identified the receivers of the communication as
the organization’s internal and external stakeholders (Guffey
& Loewy, 2011).

25. Conclusion
As stated in CSU-Global Module 7 (2014) business writing is part of the job of every business
executive . Guffey and Loewy (2011) stated that all business writing becomes easier if a
systematic plan is followed. Guffey and Loewy recommended using the 3 x 3 writing process as a
tool, since it provides the writer a guide in the prewriting, writing and revising phases. Therefore,
the 3 x 3 writing process assists the writer in composing clear, concise and easy to understand
written messages (Guffey and Loewy, 2011).
Also, a good writer knows when to use the direct and indirect organization strategies, added
Guffey and Loewy (2011). When communicating bad news, Guffey and Loewy (2011) advised
using the indirect strategy, and the direct strategy when the news are not damaging to the
receiver.

26. References
Body language at work by Peter Clayton. Retrieved from https://www.youtube.com/watch?v=t-eC2QQ-
nSM, 2014.
Communication skills training. Retrieved from http://youtu.be/K15caOnOois, 2014.
Intercultural communication in the workplace. Retrieved from http://www.youtube.com/watch?v=
lUjaNLnWl6o, 2014.
Clark, T., PhD., & Stewart, J., M.A. (2009). Reflections on exhibiting multicultural fluency in the modern
classroom. The Business Review, Cambridge, 12(2), 114-120.
Colorado State University-Global Campus, (2014). Module 1 – Effective, ethical and professional
business communication [Blackboard encourse]. In ORG 536 – Contemporary business
writing and communication. Greenwood Village, CO: Author.

27. References
Colorado State University-Global Campus, (2014). Module 2 – Intercultural communication
[Blackboard encourse]. In ORG 536 – Contemporary business writing and communication.
Greenwood Village, CO: Author.
Colorado State University-Global Campus, (2014). Module 4 – Workplace communication: Digital
media and persuasive messages [Blackboard encourse]. In ORG 536 – Contemporary
business writing and communication. Greenwood Village, CO: Author.
Colorado State University-Global Campus, (2013). Module 5 – Workplace communication: Positive
and negative messages [Blackboard encourse]. In ORG 536 – Contemporary business writing
and communication. Greenwood Village, CO: Author.

28. References
Colorado State University-Global Campus, (2014). Module 7 – Effective, Ethical and Professional
Business Communication [Blackboard encourse]. In ORG 536 – Contemporary business
writing and communication. Greenwood Village, CO: Author.
Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.).
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Gunsalus, C. K. (2010). Best practices in communicating best practices. Science and Engineering
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Newman, A., & Ober, S. (2012). Business communication: In print, in person, online (8th ed.).
Cincinnati, OH: South-Western College Publishers.
Swanson, J. C., Meinert, D. B., & Swanson, N. E. (1994). Business communications: A highly valued core
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