Source: http://www.wisegeek.org/what-is-a-zero-sum-game.htm

Best Practices for Business Communication

Presented By Victoria LelchukORG536 – Contemporary Business Writing and Communication

Colorado State University – Global CampusDr. Robert Olszewski

January 29, 2015

TeamworkBusiness etiquette and professionalism Planning and participating in meetingsSelecting appropriate communication mediumsWriting positive and negative messagesElectronic message communicationParticipating in social media sitesWorking with different cultures

ObjectiveTo learn best practices for:

Professionalism, Business Etiquette and Effective Teams

Source: http://www.theetiquettenetwork.com/wp-content/uploads/2011/10/biz_hand_shake.jpg

Benefits of TeamsBetter decisions Improved productivity Higher employee moraleLess resistance to changeHigher quality outcomesDiversity of skills and knowledge

(Alper, Tjosvold & Law, 2000)

Team ConflictNearly impossible to completely eliminateImproves decision making, drives innovation, creativity and

increases team performance, if managed effectivelyConstructive conflict is a characteristic of a high performing

teamUnmanaged conflict will hinder a team’s performance by

decreasing productivity and lowering team morale

(Alper, Tjosvold & Law, 2000)

Steps to Overcoming Team ConflictActively listen to others’ thoughts to evaluate the situationIdentify with and understand the perspectives of othersShow concern for othersFind commonalities between team membersDetermine the best solution that all members view as justly

(Miculka, 2007)

GroupthinkOccurs when group members prioritize unanimity and

cohesiveness over the quality of decisions Groups that experience groupthink tend to collectively

rationalize decisions and have a strong leader that heavily influences the outcomes of decisions

Keys to preventing groupthinkOpenly evaluate alternatives Allow sufficient time for liberated discussionsIncrease team diversity

(Oliver, 2013)

Effective TeamsSize

Teams ranging from five to seven participants are generally considered to be ideal (Katz et al., 2013)

Larger teams (over 12) are more inclined to have more disagreements (Katz et al., 2013)

CompositionDiversity in group member composition drives creativity

and helps teams avoid groupthink (Oliver, 2013)

Effective TeamsConflict Management

Conflict that is managed effectively helps drive innovation and productivity (Miculka, 2007)

Addressing conflict directly rather than avoiding it is essential to gaining the benefits that stem from it (Miculka, 2007)

CommunicationPresent ideas in a clear and concise manner (Guffey & Loewy, 2015)Encourage open communication where team members feel

comfortable discussing ideas (Guffey & Loewy, 2015)

Productive Meetings Meetings are NOT necessary in situations where:

Immediate feedback is not neededOther communication mediums will be just as effectiveCosts of the meeting outweigh the benefits

Meetings are appropriate in situations where:Immediate feedback is neededProblem or topic of discussion is important Benefits of the meeting outweigh the costs

(Guffey & Loewy, 2015)

Planning Productive MeetingsInvite attendees whose attendance is absolutely necessary

Keep the number of participants to a minimum Meetings that require collaboration and an exchange of ideas

should be limited to no more than ten participantsCreate a meeting agenda that includes:

Names of the meeting attendees Date, time and location of the meetingTopics for discussion, time allotment for each topic and names of

presenters for each topicDistribute the agenda along with any other meeting

documents prior to the meeting (Guffey & Lowey, 2015)

Conducting Productive MeetingsStart with an introduction that includes the objective of

the meeting and the topics on the meeting agenda Steer the group back to the agenda topics when the topic

of discussion deviates from the agenda topicsEncourage all attendees to participate Address disagreements promptly by asking for

clarification and reiterating each differing perspective to the rest of the group

(Pickett, 2014)

Concluding Productive MeetingsEnsure all attendees know the items that they are

responsible for completing after the meetingDistribute minutes of the meeting to all attendeesCheck the progress of any action items that attendees are

responsible for completing

(Pickett, 2014)

Productive Virtual Meetings Modern companies are adopting computer-mediated

communication technology to meet the challenges of a dispersed workforce and global economy

Steps to effectively conduct virtual meetingsCheck to make sure all attendees are able to connect to the

virtual media technology prior to the meetingLog on prior to the start of the meeting, and encourage

participants to do the sameBe precise and detailed as possible when giving examples and

instructionsEncourage participation by asking specific participants

questions rather than the entire group(Markman, 2009)

Professionalism Employers are more likely to hire and promote

individuals who display professionalismPractices to project a professional image

Avoid using slang, filler words, abbreviations and profanityUse complete sentences and proper grammarRefrain from using mobile devices in front of others or in

meetingsDress appropriately for the business environment

(Price, 2014)

Business Etiquette Proper business etiquette conveys a positive perception of

employees and their organizationRequires a good attitude and understanding of the formal

etiquette rulesEtiquette best practices in the workplace

Use courteous words Disagree in a respectful mannerAbstain from criticizing othersAvoid sharing personal information

(Price, 2014)

Nonverbal CommunicationIncludes any type of unspoken communication such as

facial expressions, tone, posture, kinesics and proxemicsPlays a significant role in how meaning is conveyed

Source: https://www.powerltd.com/non-verbal-techniques-large-group-forum/

(Ene & Panainte, 2014)

Nonverbal Communication SkillsBe aware of your own nonverbal communication to

ensure your nonverbal behaviors depict what you say Maintain good eye contact when speaking with others Use gestures and signals to convey meaning in meetings

and presentations Improve nonverbal communication skills by examining

others’ nonverbal behaviors and practicing nonverbal communication with friends or family

(Cherry, 2012)

Electronic and Digital Communication

Source: http://www.shutterstock.com/video/clip-1882180-stock-footage-a-businessman-paces-while-reviewing-something.html

Electronic Messages Primary communication medium in today’s business

world (Stack, 2013)E-mail, instant messaging, text messaging, blogs and

social networking sites are just a few of the electronic communication channels that enable today’s workforce to quickly exchange messages (Guffey & Loewy, 2015)

Communication technologies such as smartphones and virtual private networks make it easier for today’s workforce to stay connected to their jobs at all times (Guffey & Loewy, 2015)

E-mail CommunicationBasic components of an e-mail message

Subject line that is concise and functionalIntroduction that states the main idea of the messageBody that discusses the subjectClosing statement that concludes the email with an action

item or a closing thoughtFormatting e-mail messages

Always include a concise and short line in the subject fieldOpen with a salutation Double space between paragraphs Include a signature line with complete contact information(Guffey & Loewy, 2015)

E-mail Communication – Four C’sClear

Write in simple language Remove ambiguous statements

CorrectUse appropriate punctuation and grammarSpell check and proofread for errors

ConversationalUse a conversational tone, if appropriateAvoid using passive voice

ConciseKeep the message short and to the pointEliminate unnecessary words

(Stack, 2013)

Texting and Instant MessagingBenefits include the ability to receive immediate feedback,

cost effectiveness and time savings (Guerin, 2013)Many companies have policies on IM and other electronic

communication – learn about these company policies! (Guerin, 2013)

Avoid sending information that is personal or that can hurt one’s reputation (Guffey & Loewy, 2015)

Text and instant messages should have:Concise languageCorrect grammar, punctuation and spellingNo jargon and no abbreviations (Guffey & Loewy, 2015)

Blogs

Source: https://www.agreedo.com/blog

Companies use blogs to inform stakeholders, aid in public and customer relations, obtain feedback on products or services from customers and help employees share information

Blog creators/authors should:Be sincere and honestProvide useful information for their readersFind target audiencesAvoid discussing topics that may damage one’s reputation

(Costello & Bosque, 2010)

Wikis

Source: http://www.dreamstime.com/stock-photography-internet-wiki-image27076182

Wiki, a collaborative software program allows users to share information, provide feedback and document project work

Keys to using Wikis effectivelyPost relevant informationEnsure information is accurate Check for spelling and grammar errors Cite sources of information correctly

(Costello & Bosque, 2010)

Blogs and Wikis

Blogs and Wikis•Instant feedback is available•May be private or public•Documents, videos and other media can be shared

Blogs•Feedback provided through the blog’s comments section•Outsiders can post comments•Difficult to editoriginal content

Wikis•Feedback provided by editing pages•Objective is a single collaborative project•Discussions are difficult•All wiki members can edit content

(Costello & Bosque, 2010)

Social Media Used by companies to share information, improve innovation,

build communities, reach out to stakeholders and improve public relations (Mount & Garcia, 2014)

Helps individuals connect with others, share experiences and find employment opportunities (Markman, 2009)

Source: http://www.foxsportspulse.com/assoc_page.cgi?client=0-2373-0-0-0

Social MediaPresents possible risks for employers

Potential damage due to inappropriate posts, leaking of internal company information and loss of productivity

Organizations can mitigate these risks by establishing a solid social media policy that provides clear expectations and protects confidentiality

Employees who use social media should…Refrain from disclosing personal informationAvoid posting improper photos and inappropriate informationUnderstand and abide by their organizations’s social media

policies (Mount & Garcia, 2014)

Positive and Negative Messages

Source: https://drharoldkerzner.wordpress.com/author/iilmarketingglobal/page/2/

Positive and Negative Messages Positive Messages Negative Messages Direct strategy Direct or indirect strategy

Straightforward Carefully written

Receptive response Potential aggressive response

Non-sensitive and routine information

Unpleasant or disturbing news

(Newman, 2014)

Positive and Negative Messages

State the main idea (positive or

neutral news)

Provide explanation

Close with an action request or cordial statement

State the main idea (bad news)

Provide explanation

Close with cordial statement

Use a buffer

Provide explanation

State the main idea (bad news)

Close with cordial statement

Positive Messages

Direct Strategy

Indirect Strategy

Direct Strategy

Structure of positive and negative messages

(Newman, 2014)

Negative Messages

Communication Channels

Richer communication channels

Reports, letters, memos

E-mail Online discussion groups

Voicemail Live speeches

Telephone Video conference

Face-to-face talk

Leaner communication channels

Effectiveness of how a message is conveyed partially depends on the medium that is used

(Guffey & Loewy, 2015)

Communication ChannelsWhen to use richer communication mediums

Exchange of ambiguous messagesPersonal and sensitive information needs to be disclosedInteractive dialog is required

When to use leaner communication mediums Exchange of explicit messagesImpersonal or informational messages need to be disclosedImmediate feedback is not required

(Timmerman & Madhavapeddi, 2003)

Intercultural Communication

Source: http://www.hercampus.com/school/maryland/guide-understanding-intercultural-communication

Intercultural CommunicationDifferent cultures’ communication preferences vary

according to certain dependencies that can be classified into two categories: high context and low context (Gudykunst, 2005)

Awareness for one’s own culture and how it relates to and differs from other cultures is a vital component of doing business in today’s global economy (Guffey & Loewy, 2015)

Intercultural CommunicationLow Context Cultures High Context Cultures

Individualism Collectivism

Explicit manners Implicit manners

Focus on requirements Focus on relationships

Social rules not of priority Values social rules

Overt messages Covert messages

(Chan & Cheung, 2012)

Intercultural CompetenceIs the ability to communicate effectively with other

cultures (Guffey & Loewy, 2015)Achieving intercultural competence requires:

Awareness of one’s own cultureUnderstanding and acceptance of other cultures Ability to adapt to the preferences of the intended

audience Avoidance of ethnocentric and prejudicial thoughts

(Gudykunst, 2005)

Conclusion – Key PointsCommunication styles and channels need to match the

situation, audience and intent of the messageBusiness etiquette, professionalism, soft skills and team

work play a critical role in the workplaceIn business writing, correctness, conciseness and clarity are

vital, regardless of the communication mediumIntercultural communication skills matter, especially in

today’s increasing diverse and globalized workforce

References Alper, S., Tjosvold, D., & Law, K. S. (2000). Conflict management, efficacy, and

performance in organizational teams. Personnel Psychology, 53(3), 625-642.Chan, A., & Cheung, H. (2012). Cultural dimensions, ethical sensitivity, and corporate

governance. Journal of Business Ethics, 110(1), 45-59. Cherry, K (2012). Top 10 nonverbal communication tips.

Retrieved.from://psychology.about.com/od/nonverbalcommunication/tp/nonverbaltips.htm

Gudykunst, W. B. (2005). Theorizing about intercultural communication. Thousand Oaks, CA: Sage Publications.

Guffey, M., & Loewy, D. (2015). Business communication: Process and product (8th ed.). Stamford, CT: Cengage Learning.

Ene, D., & Panainte, M. (2014). Beyond language in translation theory: translation and nonverbal communication. Scientific Journal Of Humanistic Studies, 6(11), 94-98.

Markman, K. M. (2009). So what shall we talk about. Journal Of Business Communication, 46(1), 150-170. doi:10.1177/0021943608325751

References Miculka, J. H. (2007). Speaking for success (2nd ed.) Cincinnati, OH: South-Western. Mount, M., & Garcia, M. (2014). Social media: A tool for open innovation. California

Management Review, 56(4), 124-143. doi:10.1525/cmr.2014.56.4.124Newman, A. (2014). Business communication: In print, in person, online (9th ed.).

Independence, KY: Cengage Learning.Oliver, C. (2013). Guarding against groupthink. Board Leadership, 2013 (129), 1-3.Pickett, R. B. (2014). Effective management is key to successful meetings. Physician

Executive, 40(3), 44-49Price, E. (2014). Business etiquette throughout the organization. Hispanic Engineer &

Information Technology, 29(2), 15-16.Stack, L. (2013). Communicating effectively with email: Courtesies, protocols, and time

savers. Highlands Ranch, CO: Productivity Pro, Inc.Timmerman, C.E. & Madhavapeddi, S.N. (2008). Perceptions of organizational media

richness: Channel expansion effects for electronic and traditional media across richness dimensions. IEEE Transactions on Professional Communication, 51, 18-32.