Best Practices in Business Best Practices in Business Writing and CommunicationWriting and Communication

By:

Suzanne F. LandkamerPresented

to: Dr.

Bobby

Olszewski

November 22nd, 2013

Employees with great communication skills:

Have the BEST CHANCE of being hired & Experience career advancement

Effective and Ethical Business Communication

Figure 4. Writing: A ticket to work… or a ticket out. (Source: http://www.collegeboard.com/prod_downloads/writingcom/writing-ticket-to-work.pdf)

• HOW to communicate

• Listening skills

• Empathy

• Making Requests

• Emotional Intelligence

• Body Language

• Other verbal and non-verbal effective communication skills

Effective Workplace Communication & Communication Skills are Essential

Most Common Communication Problems

Verbal & Non-verbal Oral & Written

Formal & Internal &Informal External

Verbal and Non-VerbalVerbal communication methods may include meetings, in-person interviews, telephone

and video conferencing. Non-verbal communication includes numerous

modes of expression.Verbal communication allows people to assess nonverbal inferences and allows receivers of the communication to ask

questions and receive feedback while non-verbal communication can affirm the words

being spokenCHALLENGES: Language Barriers, Cultural Barriers, Contradiction of non-verbal cues

with verbal statements

Written & Oral Communication

Written communication includes internal business memos, formal letters, informal letters etc. Written communication can

be delivered to multiple people at different locations and include visuals such as charts and diagrams. This also creates

a paper trail for important messages and can ensure with a signature, the receiving party has received documentation

Electronic communication includes email, web conferencing, social networking, company websites, text messages etcOral communication is any interaction that makes use of spoken words and include staff meetings, discussions,

telephone conversations and presentationsCHALLENGES: Sending information to the wrong recipient,

confusing email train, lost mail, language barrier, voice problems

Formal and Informal Communication

Formal writings such as manuals, handbooks, bulletins and reports that will be read by stakeholders and the public. Many times formal writings are kept in the

organization’s archivesInformal writings such as notes, emails etc. that are meant to stay within an

organization. Sometimes referred to the grapevine, informal may contain unclear data

Figure 7: Formal and Informal(Source: https://sites.google.com/site/communicationskill4you/home)

Internal and External Communication

Communication within an organization (internal) or outside of the organization (external)

External is how a business communicates with the public and internal informs upward or downward

within the organization

Professionalism in the Workplace

Professionalism is based on many factors• How you dress, carry yourself, attitude, writing, interaction with others

• Adhere to your commitments, realize the sensitivity of the work you represent, treat everyone with respect, value the time and effort spent by others, always maintain ethical conduct, smile and put your best face forward, admit your mistakes, display competence, take a leadership role whenever possible, be polite in speech and body language (JWilliams, 2013)

• DO NOT: Gossip, Negative Attitude, Unprofessional body language, proper grammar and use of words

Intercultural Business Communication

More and more businesses are operating outside the boarders of the United States of America

International businesses rely on employees who are skilled with intercultural communication

Important not to have ethnocentrism and be sure to practice empathy, patience, and be aware of your nonverbal communicationTry to bridge the gap and train or take classes on cultural diversity

and make sure you are aware of possible misunderstandings

Writing Tips for the Business Professional

3X3 Writing Process

(Guffey & Loewy, 2011)

Prewriting:Conduct an Audience Analysis

Writing

Use all the ideas

from the

prewriting stage

Avoid writer’s

block

Be aware of the tone of the message, whether writing a memo, letter, report, or any business document

Use proper language, be concise and consistent, avoid slang and be aware of diversity

•Correctness – proofread and edit

•Evaluate and make sure you achieved your purpose

•Content – include only what you need to, avoid all the fluff

•Style – looking for rhythm and flow – avoid run-on’s

RevisingThis is the time to make

improvements!

(Guffey & Lowey, 2011)

Communicating Successfully Electronically

Know your company policies regarding internet and media

Figure 16:(Source: http://avtecmedia.com/images/blog/social-networking-logos.jpg)

Business Email

Business Texting and Instant Messaging

Use the direct organizational plan where main idea is stated first followed by detailMost positive messages begin with the

good news firstMight receive these messages in email,

interoffice memos, business lettersExpected reader's response will be

positive or neutral(Newman & Ober, 2012)

Positive Messages

Use the indirect organizational plan where you present the reason before the main ideaRecipients will not have a positive responseNeed to deliver news professionally with understanding

Need to decide if direct strategy (bad news not damaging) or indirect strategy (personally upsetting) is appropriate

People prefer to receive bad news in personA buffer can help with a smooth transition

(Newman & Ober, 2012)

Negative Messages

Need to be written and presented effectively

To become an effective oral presenter requires: preparation, organization, visual aids, and delivery (Guffey & Lowey, 2011).

Know your audience

NEED TO DO:

Planning

Researching

Composing

Presenting

Business Presentations

•Usually based on unique situations and produced one-time only

•The writer starts from scratch•Use the 3X3 writing process (analyze, research and revise)

Business Reports

Business Plans

Write clearlyMake a good argumentShow your personality

Use graphics intelligentlyDon’t oversellCatch typos

Always keep the reader in mind

Business Proposals

Slide 2, Figure 4. Writing: A ticket to work… or a ticket out. (Source: http://www.collegeboard.com/prod_downloads/writingcom/writing-ticket-to-work.pdf)

Slide 7, Figure 7: Communication Skills (Source:https://sites.google.com/site/communicationskill4you/home)

Slide 16, Figure 16: Media Print (Source: http://avtecmedia.com/images/blog/social-networking-logos.jpg)

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

Independence, KY: Cengage Learning 

Newman, A., & Ober, S. (2012). Business communication: In print, in person, online (8th ed.).Cincinnati, OH: South-Western College Publishers

JWilliams Staffing. (2013). Professionalism in the Workplace. Retrieved from

http://www.jwilliamsstaffing.com/job-tips/professionalism-in-the-workplace/

References