Best Practices in Business Writing and Communication

Andrew BalesORG 536 – Contemporary Business Writing

and CommunicationColorado State University – Global Campus

Dr. Robert OlszewskiNovember 24, 2013

Communication is the transmission of information and meaning (CSU-Global, 2013)

Professional promotions, hiring, or firing often depend on communication skills

Communication skills crucial to organizational and employee success

The Importance of Communication

EffectiveCommunication

Sender has idea

Message developed

Message sent to receiver

Message evaluated by

receiver

Feedback provided to

sender

Sender provides

feedback to receiver

Effective Communication

Ensuring the same understanding of words Recognizing the viewpoint of the receiver

◦ Identifying how they may react Using proper language skills Avoiding interruptions Creating feedback from the receiver

through questions (Guffey & Loewy, 2011)

Overcoming Communication Barriers

Ethics are the moral standards upheld by an organization (Guffey & Loewy, 2011)

Abide by the law and tell the truth Communicate objectively and clearly Use inclusive language Establish credit for another’s work and

provide reference to their work

Ethical Business Communication

Soft Skills

Oral and Written Communications

Non-verbalcommunication

Teamwork

ListeningAbility

Understandingof etiquette

Workplace Professionalism

Crucial to organizational professionalism and success

Teams forming more in today’s workplace◦ Increases employee production and effectiveness

(Guffey & Loewy, 2011) Conflict – generates productive discussion Conformity – should be avoided Consensus – reflects thinking of all team

members (CSU-Global, 2013)

Teamwork

Organizations are increasing cultural diversity

International expansion necessary for major organizations◦ World marketplace expanding rapidly

Culturally diverse employees critical to organizational success◦ Understand cultural differences◦ Communicate effectively between cultures

(Guffey & Loewy, 2011)

Intercultural Business

Communication between people of different cultures

Successful organizations adapt to local language to conduct business◦ Ensures respect and better understanding (CSU-

Global, 2013) Understanding communication within

different cultures allows organizations to be more effective and efficient (Guffey & Loewy, 2011)

Intercultural Communication

• Practicing empathy • Creates respectful environmentPatience

• Learning phrases of local culture• Speak clearly and slowly

Verbal Communication

• Maintain eye contact and appropriate facial expression

• Listen without interrupting

NonverbalCommunication

Bridging the Cultural Gap

Writing strategy is essential ◦ Increases effectiveness◦ Saves time◦ Creates a clearer message

3x3 Writing process◦ Prewriting◦ Writing◦ Revising◦ (Guffey & Loewy, 2013)

The Business Writing Process

Most important step is understanding the audience

Questions to ask about the audience◦ Who?◦ What is the relationship with audience?◦ Reaction to message?◦ Existing knowledge of the audience?◦ (CSU-Global, 2013)

Prewriting

Placing ideas down on paper – rough draft Need proper writing environment

◦ Limit distractions◦ Establish appropriate time

Form the purpose Write with no reservation (CSU-Global, 2013)

For more information on the writing process visit:https://owl.english.purdue.edu/owl/section/1/1/

Writing

Content- Only needed information- Ensure best message created

Style- Rhythm and flow - Style compatible with audience

Correctness

- Edit for spelling, grammar, punctuation

Revising

Purpose

• Why is the message being sent?• What do you want to achieve?

Best

Channe

l

• Importance of message and interactivity required• Amount of formality required and sensitivity of

message

Faster Channels

• Technology driving change• Cell phones, email, instant messaging

Selecting the Right Communication Channel

Plays major role in customer relationships◦ Easier to establish◦ More ways to contact customer base (Guffey &

Loewy, 2011) Improves operation within organizations

◦ Offers competitive advantage The way of communication inside

organizationsFor more information on technology in the workplace, visit: http://www.insidebusiness360.com/index.php/what-is-the-impact-of-new-technology-in-the-workplace-6-30701/

Technology in Today’s Workplace

Create immediate and efficient communication channels

Email◦ Productive and instant communication

Instant Messaging◦ Real time communication from any location

Blogs◦ Used to present information and receive feedback

Electronic Communication

Major use of the internet Provides advertising opportunity Generates customer interaction

◦ Receive feedback – good and bad Place to respond instantly (CSU-Global, 2013)

Helps brand recognition Promotes growth

The Social Media Advantage

Most common messages in workplace

Positive Messages

• Usually written in email, letter, or memo• Organized and detailed

Request and Reply

• Positives explained immediately• Maintain confidence throughout

Change or Adjustment

• Expressions of thanks, recognition, or sympathy

• Selfless, precise, sincere, and shortGoodwill

Difficult to deliver and craft◦ Necessary in all organizations

Goals of communicating negative messages◦ Clear and complete◦ Professional◦ Empathetic and sensitive to audience◦ Be fair◦ Maintain desire to have friendly relationship◦ (Guffey & Loewy, 2011)

Negative Messages

Strategies to Deliver Negative MessagesDirect Strategy Indirect Strategy

Negative message communicated initially◦ Minor negative message◦ Audience may overlook

negative message◦ When strength and

firmness is necessary

Introducing negative message gradually

Buffering with good news or message everybody agrees upon◦ Negative message is

personal◦ Could create aggressive

negative reaction◦ Affects customer

relationship◦ Unexpected negative

message

Presentations major part of organizational growth and operation◦ Quality speaking skills provide advantage◦ A well developed presentation does the same

Three areas to focus on when developing a business presentation◦ Preparation/Organization◦ Audience◦ Content◦ (Guffey & Loewy, 2011)

Business Presentations

Preparation

Understand your purpose

What do you want to achieve

Organization

Introduction gets the attention of the audience

Body explains your main points

Conclusion summarizes presentation

Preparation and Organization

Audience is a key component to presentation Know your audience

◦ Why are they interested◦ How will they react◦ What is the best way to establish the main points

Build rapport with the audience◦ Analogies◦ Personal stories that relate to audience◦ Statistics relating to audience

Nonverbal messages make a difference◦ Look and sound professional◦ Be enthusiastic and maintain eye contact

Understanding Your Audience

Visual aids spark interest◦ Help get the point across◦ Use of color and pictures◦ Handouts after presentation

Adapt content to audience Use templates to add design Revise and evaluate content

◦ Ensures most effective presentation ◦ Proper organization

Presentation Content

Business Reports

Informal Formal

Typically email, memo, or letter

Everyday business communication◦ Progress reports◦ Activity reports

Contain less amounts of detail

Employee or customer surveys (Howard, n.d.)

Well organized with significant detail◦ Information obtained

through extensive research and analysis

Developed to address problems and recommend solutions

Presented to major decision makers (Guffey & Loewy, 2011)

Plan a course of actions that will make a business successful

Critical in obtaining financial support for a new business

Should include:◦ Description of business◦ Product and/or services offered◦ Analysis of desired market◦ How business will operate and who will manage◦ Financial analysis of cost, revenue, existing and

needed capital◦ (Guffey & Loewy, 2011)

Business Plans

Developed to provide products, services, or solutions◦ Goal – generate growth

Detailed and exact documents Well organized

◦ Contain purpose, plan and schedule◦ How proposal is executed◦ Authorization of proposal

Business Proposals

Colorado State University-Global Campus. (2013). Module 1 – Effective, ethical and professional business communication [Blackboard

ecourse]. In ORG 536 – Today’s changing workplace and communication in today’s organizations (p. 1-2). Greenwood Village, CO: Author.

Colorado State University-Global Campus. (2013). Module 2 -- Intercultural communications. [Blackboard ecourse]. In ORG 536 – The

international workplace (p. 1). Greenwood Village, CO: Author. Colorado State University-Global Campus. (2013). Module 3 – The

writing process. [Blackboard ecourse]. In ORG 536 – Writing (p. 3). Greenwood Village, CO: Author.

Colorado State University-Global Campus. (2013). Module 4 – Workplace communication: Digital media and persuasive messages.

[Blackboard ecourse]. In ORG 536 – Technologies enhance business communications (p. 1). Greenwood Village, CO: Author.

Guffey, M., & Loewy, D. (2011). Business communication: Process and product. (7th ed.). Independence, KY: Cengage Learning.

Howard, R. M. (n.d.). Reports. Retrieved from http://wrt-howard.syr.edu/Handouts/reports.htm

References