Org 536 Best Practices in Business Writing and Communication

Best Practices in Business Writing and Communication
Damon Ware
ORG536 – Contemporary Business Writing and Communication
Colorado State University – Global Campus
Professor Brian Neff
April 11, 2014

PRESENTATION OVERVIEW
Effective and Ethical
Business Communication
Professionalism in the
Workplace
Business Reports, Plans,
and Proposals
Business Presentations
Intercultural Business
Communication
Writing Tips for the
Business Professional
Positive and Negative
Messages
The Use of Electronic
Messages and Digital Media
for Business
Communication

Communication – is the transmission of information and meaning from one individual or
group to another. It is successful when the receiver understands it as it is intended. An
organizations success depends on effective communication.
Communication – involves speaking, listening, non-verbal communication, and writing.
Through communication, people share ideas, communicate their needs and expectations,
and make plans.
People – in organizations communicate regularly: by phone, writing emails, at a meeting,
making a presentation, writing a proposal or report, and even conducting an interview.
COMMUNICATION
(Guffey & Loewy, 2011)
Source: http://www.writechangegrow.com/2012/03/5-communication-mistakes-that-can-mess-with-your-life/

Importance of
Effective
Communication
Establishes
Effective
Leadership &
Decision Making
Aids in
Motivation
and Morale
Development
Must be Able to
Read, Listen,
Speak, and Write
A Skill
Employers
Seek in
Potential
Employees
Increase
Managerial
Efficiency and
Professionalism
EFFECTIVE COMMUNICATION

Barriers to Communication
• Things or people that hinder effective interactions or relationships.
• Something that hinders transmission of information from one place or person
to another.
• An obstacle in a workplace that prevents effective exchange of ideas or
thoughts.
• Things that affect the flow of communication.
BARRIERS TO COMMUNICATION
Source:http://dailyenglish24.blogspot.com/2013/08/barriers-to-communication-overcome-strategy.html

SS
ETHICAL COMMUNICATION
Ethics refers to
conventional standards of
right and wrong that
prescribe what people
should do.
Abide by the Law
Give Credit to Others for
Their Ideas
Use Inclusive Language Tell the Truth
Label Opinions So Others
Know Facts from Opinions
Communicating Clearly
Being Objective
Source: http://www.corevalues.com/leaders/the-100-most-influential-people-in-business-ethics/

Punctual
PROFESSIONALISM IN THE WORKPLACE
Be organized,
prepared, and
dedicated to
your position.
Be ethical, and
realize the
sensitivity of
your position.
Always dress
professional and
appropriate.
All etiquette
should be
professional and
respectful.
Be puctual and
adhere to
commitments.

Be Animated
• Be enthusiastic and show it
through body language.
Dress to Impress
• You will undoubtedly be
judged by your appearance.
Vary Facial Expressions
• Begin with smile, and vary
facial expressions based on
corresponding message.
Punctuate Words
• Keep audience interested
by varying tone, volume,
pitch, and pace.
Speak Extemporaneously
• Do not read from notes.
Speak freely to come
acrooss more competent.
Move Around
• Do not get glued behind a
podium or obstruction.
Movement makes you look
more natural.
NONVERBAL MESSAGES AND PUBLIC SPEAKING
Source:http://muovo.blogspot.com/2012/07/non-verbal-communication-enhances.html

Oral Communication
• Learn foreign phrases
• Use simple english
•Speak slowly and
enunciate clearly
• Observe eye messages
• Encourage accurate
feedback
•Check frequently for
comprehension
• Accept blame
• Listen without interrupting
•Smile when appropriate
•Follow up in writing
Written Messages
•Consider local styles
• Observe titles and rank
•Use shorter sentences and
paragraphs
• Avoid ambiguous
expressions
•Strive for clarity
•Use correct grammar
• Cite numbers carefully
•Accommodate the reader
in organization, tone, and
style.
BEST PRACTICE FOR INTERCULTUAL COMMUNICATION
Source: http://www.dal.ca/dept/interculturalcommunication.html

Prewriting
•Analyze
•Anticipate
•Adapt
Revising
•Revise
•Proofread
•Evaluate
Writing
•Research
•Organize
•Compose
WRITING PROCESS
3x3 Writing Process

Business Writing Tips
• Know your audience and the result
you would like to achieve.
• Use a strong active voice and a
conventional tone.
• Replace hyperbole with solid facts
and reputable testimony.
• Convert product and service
features with benefits.
• Don’t rely solely on word
processor spell check, read it out
loud before sending.
• Write from a customers
perspective and what will interest
them.
• Be clear, concise, and to the point.
WRITING TIPS FOR THE BUSINESS PROFESSIONAL
(Khan, 2008)
Source: http://xavierleadershipcenter.com/programs/business-writing-for-results/

SS
WRITING ESSENTIALS
Allow sufficient time.
Finish data collection.Be consistent in verb tense.
Save difficult sections. Work from a good outline.
Provide a proper writing
environment.
Write rapidly; revise later.
Use the features of your
computer wisely.
Source: http://education-portal.com/articles/Pay_Attention_in_English_Comp_10_Ways_Youll_Use_Writing_in_Your_Career.html

CHOOSING CORRECT COMMUNICATION CHANNEL
CHANNEL BEST USE
Blog When a person needs to present digital
information that is available to others.
E-mail When you need feedback but not immediately.
Does have a lack of security.
Face-to-Face When you need a rich interactive medium.
Face-to-Face Group Meetings When a group decision or consensus is needed.
Instant Message When you are online and need a quick response.
Letter When you need a written record to explain,
discuss, or collect information with others outside
of the organization.
Report or Proposal When you are delivering considerable data.
Wiki When digital information must be available to
others. Useful for collaboration where participants
can add, remove, and edit content.
Fax When a message must cross time zones or
international boundaries, when a written record is
significant.
Memo When you need a written record to explain,
discuss, or collect information within an
organization.

• Summarize the central idea.
• Include labels if appropriate.
•Avoid empty or dangerous words.
Subject Line
• State the purpose for writing.
• Highlight questions.
• Supply information directly.
Opening
• Explain details.
• Enhance readability.
• Applay document design.
• Be cautious.
Body
• Request action.
•Provide a goodwill statement or a
closing thought.
•Avoid cliché endings.
Closing
PROFESSIONAL EMAIL

Electronic Mail
Instant
Messaging
Text
Messaging
Blogs Wikis
Social
Networking
• The
communication
channel of choice
for businesses.
• Interactive and
immediate with
real time
exchanges of
messages.
• Short messages
that are sent
between mobile
and wireless
devices.
• Web site with
journal entries
written and
commented on.
• Public or private
web site to
collaborate and
access
information.
• Diverse
members connect
and collaborate in
social
communities.
• Creates a
permanent
record.
• Creates a
permanent text
record.
• Connects many
devices together
for conversation.
• Combine text,
images , and links
to information.
• Database that
records all
changes.
• A very popular
use of the
internet.
• Recipient can
read, print,
forward, save, or
delete.
• Similar to phone
conversations
with private chat.
• Short person to
person inquiries
and responses.
• Good for
information
exchange and
feedback.
• A place for a
large dispersed
team to share and
revise projects.
• An excellent e-
commerce
opportunity for
organizations.
DIGITAL MEDIA BUSINESS COMMUNICATIONS

Positive Messages
• Positive messages are often the easiest
to write because the audience is expected
to be fairly receptive of the presented
information, thus they tend to follow the
direct pattern by stating the idea at the
very beginning following with the
explanation.
•Usually done in electronic mails, letters,
and memos.
•Types of Positive Messages:
 Requests for
Information/Action
 Claims
 Replies
Negative Messages
• Negative messages are usually difficult
to write because the audience is being
told exactly what they don't want to hear.
Negative messages most often include
refusing requests and delivering bad news
to a customer or to those within an
organization. Certain techniques that help
soften the blow of bad news are
applicable to all negative messages.
Remember, when writing a negative
message, the audience is likely to be
unreceptive so be sure to use the indirect
approach.
•Ways to Reduce Negative Feelings:
 Buffer the Opening
 Be Empathetic
 Clearly Explain Reasons
 Remain Professional
 Avoid Negative Words
 Be Sincere
 Close Politely and Pleasantly
DELIVERY OF POSITIVE AND NEGATIVE MESSAGES

STRATEGY WHEN DELIVERING NEGATIVE MESSAGES
Direct Strategy
When the bad news is not damaging.
When the receiver may overlook
the bad news. When the
organization or receiver prefers
directness. When firmness is
necessary.
Indirect Strategy
When the bad news is personally
upsetting. When the bad news will
provoke a hostile reaction. When the
bad news threatens the customer
relationship. When the bad news is
unexpected.

Know Your Audience
• How will this topic appeal to this
audience?
•How can I relate this information to
my listeners’ needs?
•How can I earn respect so that they
accept my message?
•What would be most effective in
making my point? Facts? Statistics?
Personal experiences? Expert
opinion? Graphic illustrations?
Demonstrations? Case histories?
Analogies?
•What measures must I take to
ensure that this audience
remembers my main points?
KNOW YOUR AUDIENCE
Source: http://www.buildandbalance.com/2011/08/bond-with-your-audience-through-humor/

Powerful Multimedia Presentations
• Start with the text.
•Select backgrounds and fonts.
•Choose images that help
communicate your message.
•Creat graphics.
•Add special effects.
•Create hyperlinks to approximate
the Web browsing experience.
•Engage your audience by asking for
interaction.
•Move your presentation to the
Internet.
MULTIMEDIA PRESENTATIONS
Source:http://www.antonioferreiraweb.com/for-realtors-social-media-marketing-and-online-promotion/

Before Presentation
•Prepare Thoroughly
•Rehearse Repeatedly
•Time Yourself
•Check the Room
•Greet Members of
the Audience
•Practice Stress
Reduction
PRESENTATION DELIVERY
After Presentation
• Distribute Handouts
•Encourage Questions
•Repeat Questions
•Reinforce Your Main
Points
•Keep Control
•Avoid “Yes, But”
Answers
•End with a Summary
and Appreciation
During Presentation
• Begin with a Pause
•Present Your First
Sentence From
Memory
•Maintain Eye Contact
•Control Your Voice &
Vocabulary
•Move Naturally
•Use Visual Aids
Effectively
•Avoid Digressions
•Summarize Your Main
Points and Arrive at
the High Point of Your
Talk

Informal Reports
• Informal reports are generally
1-3 pages.
• Are less formal and can use
casual language.
• Generally shared internally
within an organization.
• Audience usually is
knowledgeable about contents.
• Written as a memo or letter.
• Highlights facts and specific
recommendations.
• Written using first and second
person styles.
Formal Reports
• Formal reports are longer,
structured, and require attention to
detail.
• Must be understandable to the
audience.
• A formal report explains detailed
analysis.
• Generally written for individuals
outside of the organization.
• Needs careful planning.
• Used for more complex data.
• Used to analyze, interpret, draw a
conclusionn, and provide a
recommendation.
• Written using third person style.
FORMAL AND INFORMAL REPORTS
(Business Communication Articles, 2013)

Direct Strategy
• Identify the problem or need
briefly.
•Announce the
recommendation, solution, or
action concisely.
•Explain fully the benefits of the
recommendation.
•Include a discussion of pros,
cons, and costs.
•Conclude with a summary
specifying the recommendation
and necessary action.
Indirect Strategy
•Refer to the problem in
general terms in the subject
line.
•Describe the problem or need
your recommendation
addresses. Be specific.
•Discuss alternative solutions.
•Present the most promising
alternative last.
•Show how the advantages of
your recommendation
outweigh the disadvantages.
•Summarize your
recommendation.
•Ask for authorization to
proceed if necessary.
DIRECT/INDIRECT STRATEGY OF FORMAL REPORTS

Components of Formal Reports
• Cover
•Title Page
•Letter or Memo of Transmittal
•Table of Contents
•List of Illustrations
•Introduction
•Body
•Conclusions
•Recommendations
•Appendix
•References
FORMAL REPORT WRITING
Source: http://incedogroup.com/business-plans-what-is-it-and-why-do-i-need-it/

Components of Business Proposals
• Copy of the Request for Proposal
•Letter of Transmittal
•Abstract or Executive Summary
•Title Page
•List of Illustrations
•Appendix
FORMAL BUSINESS PROPOSALS
Source: http://smallbusiness.chron.com/decline-business-proposal-graciously-32380.html

Components of Business Plan
• Letter or Transmittal and/or
Executive Summary with Mission
Statement
•Company Description
•Product or Service Description
•Market Analysis
•Operations and Management
•Financial Analysis
•Appendixes
FORMAL BUSINESS PLAN
Source:http://under30ceo.com/10-alternatives-to-the-formal-business-plan/

References
• Business Communication Articles. (2013). Difference between formal and informal reports. Retrieved from
http://www.businesscommunicationarticles.com/difference-between-formal-and-informal-reports/
• Crompton, D. (2012). The 100 most influential people in business ethics. Retrieved from
http://www.corevalues.com/leaders/the-100-most-influential-people-in-business-ethics/
• Dalhousie University. (2014). Intercultural communication certificate. Retrieved from http://www.dal.ca/dept/interculturalcommunication.html
• Education Portal. (2010). Pay attention in English comp: 10 ways youll use writing in your career. Retrieved from
http://education-portal.com/articles/Pay_Attention_in_English_Comp_10_Ways_Youll_Use_Writing_in_Your_Career.html
• Effective Business Communication. (2013). Retrieved from
http://dailyenglish24.blogspot.com/2013/08/barriers-to-communication-overcome-strategy.html
• Ferreira, A. (2013). Global and regional.
Retrieved from http://www.antonioferreiraweb.com/for-realtors-social-media-marketing-and-online-promotion/
• Finkle, L. (2011). Business plans: What is it and why do I need it. Retrieved from
http://incedogroup.com/business-plans-what-is-it-and-why-do-i-need-it/
• Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th Ed.). Independence, KY: Cengage Learning.
• Houston Chronicle. (2014). How to decline a business proposal graciously. Retrieved from
http://smallbusiness.chron.com/decline-business-proposal-graciously-32380.html
• Khan, S. (2008). Effective business writing tips for professionals. Retrieved from http://www.davekahle.com/article/writingtips.html
• Muovo Malta (2011). Non-verbal communication enhances effective communication.
Retrieved from http://muovo.blogspot.com/2012/07/non-verbal-communication-enhances.html
• Neuendorff, M. (2011). Bond with your audience through humor. Retrieved from
http://www.buildandbalance.com/2011/08/bond-with-your-audience-through-humor/
• Under 30 CEO. (2013). 10 alternatives to the formal business plan.
Retrieved fromhttp://under30ceo.com/10-alternatives-to-the-formal-business-plan/

Org 536 Best Practices in Business Writing and Communication

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a Org 536 Best Practices in Business Writing and Communication

Semelhante a Org 536 Best Practices in Business Writing and Communication (20)

Último

Último (20)

Org 536 Best Practices in Business Writing and Communication