Best practices in business writing & communication ORG536
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Transcript of Best practices in business writing & communication ORG536
Samantha Van Daley
ORG536/Dr. Robert Olszewski
BEST PRACTICES IN BUSINESS WRITING &
COMMUNICATION
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 Positive and negative messages Business Presentations Business reports, plans, and proposals
AGENDA
Communication begins when the sender has an idea
Ideas can be shaped by the senders mood, frame of reference, background, culture, and physical makeup
Step two is encoding the idea into a message Step three the message travels over channels
like, computer, telephone, cell phone, letter, memorandum, report, announcement, picture, spoken word, fax, Web page, or through some other channel
Step four the receiver decodes/translates the message from the sender
The final step feedback travels back to the sender acknowledging receipt of the message or requesting additional information
Careful communicators can conquer barriers by anticipating problems in encoding, transmitting and decoding a message.
EFFECTIVE BUSINESS COMMUNICATION PROCESS
Idea
Sender
Receiver
Feedback
Function of business communication
1. To inform
2. To persuade
3. To promote goodwill Internal communication is
used for superiors, coworkers, and subordinates
External communication is used with customers, suppliers, government agencies, and the public
EFFECTIVE BUSINESS COMMUNICATION
Know the laws and follow them.
Always tell the truth Stick to the facts, opinions are
not welcome Know your biases and keep
them from distorting the message
Communicate clearly so the receiver understands easily and quickly
Use language that includes rather than excludes
Give credit for ideas
ETHICAL BUSINESS COMMUNICATION
Consider if the action is legal View the problem from the other side Consider all alternative solutions to the problem Discuss the problem with a trusted colleague If family, friends, employers, or coworkers were to know
what happened how would you feel
DOING THE RIGHT THING
Professionalism is described as the conduct, aims, or qualities that characterize or mark a profession or a
professional person.
Professionalism leads to success.
PROFESSIONALISM
Good speech habits E-mail etiquette free from
IM slang and senseless chatting
Use a professional E-mail address
Cell phones turned off before meetings, use only when the conversation can be private
Texting only when appropriate
PROJECTING PROFESSIONALISM
THROUGH COMMUNICATION
Use polite words Express sincere appreciation and praise Careful when sharing personal information Do not criticize people, Respect coworkers space Avoid profanity or questionable jokes Clean up after yourself Do not argue, keep calm and focus on the work Respect others opinions
PROFESSIONAL ETIQUETTE
Doing business across boarders is now commonplace
Technological advances in communication and transportation are major contributors in global interconnectivity
World commerce are intermingling more and more
More global jobs, products, and customers
INTERCULTURAL BUSINESS COMMUNICATION
Culture is learned in early childhood
Reinforces values and beliefs
Basis of self-identity and community
Cultural routines can be visible and invisible
Dynamics of cultures are ever changing based on the world around them
UNDERSTANDING CULTURE
DIMENSIONS OF CULTURE
Use foreign phrases when communicating verbally
Speak clearly using simple easy to understand English words
Speak Slowly Observe non-verbal messages
that signal when the listener is lost
Encourage feedback Check for comprehension of the
message Follow up in writing
Understand local styles and standards
Observe titles and rank Use short sentences and
short paragraphs Avoid ambiguous
expressions Avoid words with many
meanings Use correct grammar
Oral Communication Written Messages
KNOW THE CULTURE AND WHAT FORM OF COMMUNICATION
IS PREFERRED
Select the right channels for the message
Know the audience Avoid company acronyms Use bias-free language Be positive and courteous
WRITING TIPS FOR THE BUSINESS PROFESSIONAL
3. RevisingRevise Proofread Evaluate
2. WritingResearch Organize Compose
1. PrewritingAnalyze Anticipate Adapt
GUFFEY’S 3-X-3 WRITING PROCESS
Lett
er
or
Mem
oI. OpeningII. BodyIII. Closing
Pro
ced
ure I. Step 1
II. Step 2III. Step 3IV. Step 4In
form
ati
on
al
Rep
ortI.
IntroductionII. FactsIII. Summary
An
aly
tica
l R
ep
ortI.
Introduction/ ProblemII. Facts/ FindingsIII. ConclusionIV. Recommendations
Pro
posa
l I. IntroductionII. Proposed SolutionIII. StaffingIV. Schedule, costV. Authorization
COMPONENTS IN BUSINESS OUTLINES
Understand basic sentence structure and elements
Avoid fragmented sentences and punctuation errors
Do not use run-on sentence
Know what a comma-splice is
Keep sentences short for better comprehension
Use vivid words to help the reader picture the idea clearly
Short paragraph use
EFFECTIVE WRITING TIPS
E-mail has become the channel of choice for business communication
Instant messaging, great for interactive and immediate response needs
Text messaging short messaging for rapid responses Podcasts used to improve customer relations, marketing,
training, product launches, and viral marketing Blogs allow for businesses to show a more personal side Wikis are central locations where documents and
information can be shared publicly or privately Social networking gives businesses an opportunity to
reach out to customers and the public
ELECTRONIC MESSAGES AND DIGITAL MEDIA FOR BUSINESS
COMMUNICATION
Positive messages start with the writing process. (3-X-3)
Be clear with the message
Share the Vision and Mission of the company
Inspire and motivate others
Be considerate of the purpose for the message
Decide Whether to Apologize Use sensitive language Win back the customer’s
confidence Always concentrate on the 5 Ss
Selfless
Specific
Sincere
Spontaneous
Short
Positive Messages Negative Messages
POSITIVE AND NEGATIVE MESSAGES
Know the Audience Plan how to organize the presentation Know when to use humor, personal examples, and experiences Account for age, gender, education, experience and size of the
audience First Impressions Express clear ideas Images, and graphics that help communicate the message Effective use of presentation tools Effective deliveryPractice the entire presentation Know the subject
BUSINESS PRESENTATIONS
Use the Guffey’s 3-X-3 Writing Process
Reports discuss, analyze, interpret, and evaluates the research findings or solution to a problem
Start with the purpose Follow information in order Summarize key points Remove nonessential details Strategic wording Use an outline Watch the length
BUSINESS REPORTS
Be clear about what the business has to offer
Clearly define what the business is selling
Avoid being a Jack of all trades
Learn to strategize Create a niche for the
business Know the market and
industry Identify opportunities for
the business in the future
CREATING A BUSINESS PLAN
Executive summary is the snapshot of the business plan Company description provides information on what the
business does Market analysis, research on the industry Organization and management outline Service or product line the business is offering Marketing and sales Funding request Future financial projections Appendix for resume, permits and leases
PARTS OF A BUSINESS PLANS
Written offers to solve problems, provide services, or sell equipment
Maybe internal or external reports
Solicited proposals is asked for by the customer
Unsolicited proposal is sent to a potential client without being asked for.
BUSINESS PROPOSALS
Presented in a short two to four page letter
Contains six principal components: introduction, background, proposal, staffing, budget, and authorization request
Varies in length from 5 to 200 or more pages
Organized into more parts to facilitate comprehension in addition to the six principal components of the informal proposal
Copy of the RFP
Letter of Transmittal
Abstract or Executive Summary
Title Page
Table of Contents
List of Illustrations
Appendix
Informal Proposal Formal Proposal
BUSINESS PROPOSAL
AuthorizationBudgetStaffingProposalBackgroundIntroduction
Business Writing Tips for Professionals. (2014). Retrieved from American Management Association: http://www.amanet.org/training/articles/Business-Writing-Tips-for-Professionals.aspx
Create Your Business Plan. (nd). Retrieved from SBA: http://www.sba.gov/writing-business-plan
Cultural Differences in International Business. (2014). Retrieved from Buzzle: http://www.buzzle.com/articles/cultural-differences-in- international-business.html
Egeland, B. (2014). Maintaining the Project Managment Professionalism. Retrieved from Project Management Tips: http://pmtips.net/maintaining-project-management-professionalism/
Elgie, B. (2012). Back to the PR Basics: General Writing Tips. Retrieved from Bonnieelgie: http://bonnieelgiepr.com/blog/2012/09/27/back- to-the-pr-basics-general-writing-tips/
Ethics. (nd). Retrieved from The Undisciplined: http://theundisciplined.com/tag/ethics-2/
Goman, C. (2011). How Culture Controls Communication. Retrieved from Calgary Beacon: http://beaconnews.ca/calgary/2011/11/how- culture-controls-communication/
Guffey, M., & Loewy, D. (2011). Business Communication: Process and Product (7th Ed.). Independence, KY: Cengage Learning.
How to Make Your Business Plan Stand Out. (nd). Retrieved from SBA:
http://www.sba.gov/content/how-make-your-business-plan-stand-out
My Professionalism. (nd). Retrieved from Mavarine Du-Marie: http://mdm35.wordpress.com/educational-history/professionalism/
Professionalism. (2014). Retrieved from Mind Tools: http://www.mindtools.com/pages/article/professionalism.htm
Professionalismin the Workplace. (nd). Retrieved from octech: http://www.octech.edu/sites/www/Uploads/files/TRIO/Professionalism%20in%20the%20Workplace.pdf
Williams, O. (2014). Positive Business Communication. Retrieved from Chron: http://smallbusiness.chron.com/positive-business- communication-61563.html
REFERENCES