Best Practices inBusiness Communication

1. Effective and ethical business communication

2. Professionalism in the workplace3. Intercultural business communication4. Writing tips for the business professional5. The use of electronic messages and digital

media for business communication

6. Positive and negative messages7. Business presentations8. Business reports, plans and proposals

Topics Covered

Be Honest• Make sure what you

are communicating aligns with your companies core values (ERC, 2014).

Show sensitivity to cultural differences• Avoid cultural

stereotyping, derogatory or inflammatory remarks.

Be Respectful• Is what you are

saying, writing, or presenting respectful and considerate?

Best Practices in Effective and Ethical Business Communication

Your organization should have a Code of Conduct book with specific ethical guidelines (ERC, 2014).

Best Practices in Effective and Ethical Business Communication

The Ethics Resource Center (2014) is devoted to benchmarking best practice in ethical business communication and behavior. Below is an easy to remember acronym that will help guide you to making consistent ethical choices in business communication.

P = Policy L=Legal U=Universal S=SelfPLUS Ethical Decision Making Filters

E - Empathy - understanding the thoughts and needs of othersP - Patience - taking the time to understand before we actI - Integrity - honesty and truth in all situationsC - Courage - doing what is right even when it is difficult(ERC, 2014)

Professionalism in the workplaceBest Practices

According to a recent study by the Polk-Lepson Research Group (2013) for York University in Pennsylvania, professionalism is steadily decreasing in the work place. Understanding the best practices for being professional in the workplace will give you an strong competitive advantage over the vast majority of professionals who lack professionalism.

Do this• Control your use of on the

job technology• Do not demonstrate a sense

of entitlement• Dress appropriately, be on

time, have a positive attitude• Be focused, get your work

done on time• Practice honesty and own

your mistakes• Use proper grammar in both

speaking and writing• Treat others with respect• Maintain your commitments

and strive to live by high ethical standards

Not this• Texting during

meetings,job interviews, using Facebook, Twitter, browsing internet

• Carry a sense of entitlement or acting uninterested in the work you are doing.

• Poor: grammar, personal hygiene and general appearance

• Too much multi tasking resulting in poor quality work or unfinished tasks

• Gossip about anything

Professionalism Do’s and Dont’s

ERP (2014)McKay (2014)

Professionalism in the workplaceBest Practices

Using positive language to frame statements instead of negative can soften the blow of statements and change a passive aggressive statement into a logical and unemotional request (Gonzaga, 2014).

Negative Wording Positive Wording

We will not be able to approve the budget untilthe analysis is complete.

We will be able to approve the new budget once the analysis is complete.

Gonzaga (2014)

Intercultural Business CommunicationBest Practices

Knowledge and preparation about the cultures your colleagues or clients are from is one of the first and most crucial steps in Intercultural communication (Karim, 2012).

TT

Intercultural Business Communication Best Practices

Begin conversations with a warm and engaging welcome. If you can learn the greeting in the local language, this immediately breaks the ice and leaves a good impression.

When speaking English, speak slowly and use simple words. Limit professional jargon and unfamiliar terms until you are

sure they are understood. Ask questions and politely request the other party to share

their understanding.

Karim, 2012

TT

Never show frustration at having to explain something more than once.

Insist on an opinion or clarification if one is required. Listen to everyone's opinion. It may be the person who is not

speaking or is not the most articulate has the most valuable input.

Be patient and tolerant in accommodating others' styles of making a point.

Karim, 2012

Intercultural Business Communication Best Practices

TT

Follow up meetings with appropriate written communications to confirm times, dates, costs, and any other agreements or actions. Insist on a reply confirmation.

Ask, request and check for constant feedbackSmiling, relaxing and showing personality helps build

relationships faster. Deliver on your commitments. This builds trust and respect. It

sets a standard and makes it easier to hold others accountable.

Karim, 2012

Intercultural Business Communication Best Practices

Employ multilingual people who can advise on cultural norms.

Spend time building communication networks.Consider cultural training, guidebooks or manuals for

all team members working on cross-cultural projects.

Employ multilingual people who can advise on cultural norms.

Spend time building communication networks.Consider cultural training, guidebooks or manuals for

all team members working on cross-cultural projects.

Karim, 2012

Intercultural Business Communication Best Practices

Written business communication has evolved from memos and type written letters and proposals to emails, tweets, texts and business Facebook pages. Using best practices in business writing will help you create a more professionally polished representation of yourself.

Written business communication has evolved from memos and type written letters and proposals to emails, tweets, texts and business Facebook pages. Using best practices in business writing will help you create a more professionally polished representation of yourself.

Writing Tips for the Business Professional Best Practices

Tips for writing emails• Be descriptive in your

subject line.• Avoid using abbreviations

such as “LOL” or ALL CAPS.

• Think before you reply and proof read several times before sending.

• Keep it simple, clear and avoid use of trendy buzz words or jargon.

• Be courteous• Use spell check and scan

for appropriate grammar(Nordquist, 2014)

Tips for general business writing• Use the “you” view

instead of the I view so that your writing is reader focused

• Focus on a conversational writing style

• Keep things gender neutral

• Write in the active voice• Keep the wording positive

based even if the message is not

(Gonzaga, 2014).

Writing Tips for the Business Professional Best Practices Including Electronic Media

Positive & Negative Messages Best Practices

1. Purpose2. Planning your Medium3. Direct vs. Indirect

The best practice for a negative message is to know how to reframe it positively or soften the blow. According to Learn and Debate (2014) there are 3 steps to Delivering a negative message

Successfully:

Positive & Negative Messages Best Practices

Direct ApproachStart with clear statement of bad newsExplain reasonsEnd with positive note

How you handle negative news with others will determine whether they can trust and respect you.

Indirect ApproachStart with neutral statement/bufferExplain ReasoningClear statementEnd with positive note

(Learn and Debate, 2014).

Positive & Negative Messages Best Practices

Sometimes negative messages should be delivered face to face. This depends on:

The context of the messages

The audience Any cultural norms that

should be respectedTime and location

(Learn and Debate, 2014).

Business Presentations Best Practices

Allow time to prepare and practice your presentation. Include a brief introduction about yourself and who you are especially if you are speaking and presenting in front of a group that are not familiar with you.Keep it simple. Less is more.

Color and Large font can be used to emphasize key points in the presentation

Professional graphics can also be used to promote key points.

Follow the 10/20/30 RuleLimit your presentation to 10 slides maximum, limit your speech to 20 minutes and use a minimum 30pt font size

Plan * Prepare * Practice

Avoid the use of too many bullets, spinning texts or transitions to introduce subject matter

Business Presentations Best Practices

Business Reports, Plans and Proposals Best Practices

Professional business reports are an important way to share important information across the organization (iStart, 2014). Publicly traded companies need to provide valuable reporting to shareholders, board members and the general public. Business proposals are important tools for securing clients and winning business in general. They can also be used Business plans are necessary for getting funding and laying out the framework for

Step 1 Step 2 Step 3 Step 4 Step 5 Step 6

• Conduct research on your target company. Understand what their needs are.

• Make sure the first section contains the most important information and is compelling

• Keep sections simple and avoid being overly wordy

• Avoid being too proud or focused on your company’s ideals or successes

• Proof read the proposal and share it with a trusted advisor

• Know your proposal and consider even imaging presenting it smoothly

• Include an Executive summary of your team.

• If the proposal is a bid, make sure to include several pricing options

• Images are good way to engage the prospect and create trust.

• Keep your focus on the client, their needs and how you can fill those needs

• Continue to weave the client in various ways throughout the proposal

• Practice delivering the proposal until it feels right

• Format a table of contents.

• The proposal should feel unique and customized to the client.

• Make sure photos are sized for both web and PDF viewing

Avoid information that has nothing to do with what the client wants.

• Present the proposal in person if possible.

Business Proposals Best Practices

• Make the customer feel like a VIP

• Utilize Key Performance indicators or KPI’s set by your department.

• Temper the use of numbers and data with a human feel.

• Make sure to connect with your audience

Strategy

• Do research on the topic and your audience. Gather as much information as you can before starting the report

• . Schedule or conduct any meetings needed to gather information before you begin.

Planning

• Allow ample time to finish your report. Waiting until the last minute will show in your delivery and possible reporting errors.

• Make sure to be considerate and thank anyone who has helped give you information or time to compile data for your report.

Process

• Let a trusted advisor or your supervisor proof your report and give his or her input.

• This demonstrates that you can take advice and work collaboratively and will help make your report better.

Evaluation

Business Reports Best Practices

Business Plan

Executive Summary and

Mission Statement

SWOT analysis and Competitor Analysis

Product description and operations plan.

Financial Plan including Timeline

Marketing Plan including Market penetration Strategy

Business Plans Best Practices

Follow the Best Practices tips and tools in this presentation and you will be on your way to greater success in your communication skills. This

will lead to more career opportunities and better relationships with your colleagues and clients.

References

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http://www.ycp.edu/media/york-website/cpe/York-College-Professionalism-in-the-Workplace-Study-2013.pdf

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writing.html

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http://smallbusiness.chron.com/strategies-dealing-intercultural-communication-11875.html

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Ethics Org (2014). The ethical decision making job aid. Retrieved from http://www.ethics.org/resource/ethical-decision-making-job-aid

Fawcett, S. (2014). Write a business report. Retrieved from http://www.writinghelp-central.com/business-reports.html

References

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communication-business-2934.htm

Gonzaga (2014). Achieving a professional writing style. Retrieved from http://www.gonzaga.edu/academics/colleges+and+schools/School-of-

Business-Administration/undergraduate/SBAWR/APWS.asp

iStart (2014). Tips for best practice business reporting. Retrieved from

http://www.istart.co.nz/index/HM20/PC0/PVC197/EX210527/AR211033

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http://smallbusiness.chron.com/common-workplace-ethics-violations-2736.html

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

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http://blogs.pmi.org/blog/voices_on_project_management/2012/03/best-practices-to-engage-with.html

Learn Debate (2014). Communicating negative messages. Retrieved from http://www.new.learndebate.net/node/284

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http://careerplanning.about.com/od/workplacesurvival/a/professionalism.htm

Nordquist, R. (2014). 10 tips on how to write a professional email. Retrieved from

http://grammar.about.com/od/developingessays/a/profemails.htm

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http://www.speakingaboutpresenting.com/delivery/presentation-handouts/

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http://writing2.richmond.edu/writing/wweb/business/message.html

References