best practices in business writing and communication
TRANSCRIPT
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BEST PRACTICES IN BUSINESS WRITING AND
COMMUNICATIONSteven Knoll
ORG 536- Contemporary Business Writing and Communication
Colorado State University – Global Campus
Dr. Robert Olszewski
March 30, 2014
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Objectives
Effective and ethical communication Professionalism in the workplace Intercultural business communication Writing tips for the business professional Electronic messages and digital media Positive and negative messages Business presentations Business reports, plans, and proposals
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Effective and Ethical Communication
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Communication Process
1. Sender
has idea
2. Sender encodes
idea
6. Possible
additional
feedback to
receiver
5. Feedback travels to
sender
4. Receiver decodes message
3. Message travels over
channel
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Flow of Information in an Organization
According to Guffey and Loewy (2011), free-flowing, open communication invigorates organizations and makes them more successful.
Three types of communication to improve the flow of information Downward Upward Horizontally
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Flow of Information in an Organization
Downward Information comes from decision makers
through the chain of command to subordinates
To improve communication management can speak with smaller teams of employees
Managers can also use different media to communicate Newsletters Announcements Videos Podcasts
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Flow of Information in an Organization
Upward Information comes from employees and is
sent up to management To improve communication management
offers incentive programs, encourages regular meetings, and provides a trusting positive environment to share ideas
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Flow of Information in an Organization
Horizontal Are lateral channels used to share information
between workers at the same level Ways to improve horizontal communication
Use team communication techniques Develop reward systems for the team rather
than for individuals
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Ethical Communication
Ethics Webster's (2014) definition: rules of behavior
based on ideas about what is morally good and bad
Guffey and Loewy (2011) added, ethical people are expected to follow the law and refrain from theft, murder, assault, slander, and fraud
https://www.youtube.com/watch?v=2sSWusph3ig
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Ethical Communication
Ethical Business Communicators Abide by the law
One should know the laws in his/her field of work Telling the truth
Do not make untrue or deceptive statements Labeling Opinions
Know the difference between facts and opinions Being objective
Do not introduce your own biases Communication clearly
Write so everyone is able to understand the message Using inclusive language
Use language that includes, not excludes Giving credit
Give proper credit for ideas that were not yours
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Ethical Communication
Doing the right thing, a check list to ensure ethical behavior: Is the action you are considering legal? How would you see the problem if you were on
the opposite side? What are alternate solutions? Can you discuss the problem with someone
whose advice you trust? How would you feel if your family, friends,
employer, or coworkers learned of your action?
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Professionalism in the Workplace
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Professionalism in the Workplace
Guffey and Loewy (2011), refer to professionalism as a set of soft skills and includes one’s abilities to work affectively in the following areas: Teams Meetings Listening Nonverbal Etiquette skills
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Professionalism in the Workplace
Teams or Groups Better decisions Faster response Increased
productivity Greater buy-in Less resistance to
change Improved
employee morale Reduced risk
Successful Teams Small and diverse Agreement on purpose Agreement on
procedures Ability to confront
conflict Good communication Collaborate not
compete Ethical Shared leadership
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Professionalism in the Workplace
Meetings Deciding whether a
meeting is necessary Selecting participants Distributing advance
information Use digital calendars to
schedule Getting started Moving the meeting along Participating actively and
productively Handling conflict Ending and following up
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Professionalism in the Workplace
Listening Skills Control external and
internal distractions Become actively
involved Separate facts from
opinions Identify important
facts Avoid interrupting Ask clarifying
questions
Paraphrase to increase understanding
Capitalize on lag time
Take notes to ensure retention
Be aware of gender differences
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Professionalism in the Workplace
Nonverbal Communication Types Eye contact Facial expression Posture and gestures Time Space Territory Appearance of
business documents Appearance of people
Etiquette Use polite words Express sincere
appreciation and praise Be selective in sharing
personal information Don’t put people down Respect coworkers’ space Rise above others’
rudeness Be considerate when
sharing things with others Choose the high road in a
conflict Disagree agreeably
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Intercultural Business Communication
https://www.youtube.com/watch?v=AmoYmcZCoiw
Geographical borders and boundaries are becoming increasing irrelevant in today’s global market and understanding how other cultures interact is even more important (Henrietta, 2009).
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Intercultural Business Communication
Low Context Cultures High Context Cultures
Tend to prefer direct verbal interaction Tend to prefer indirect verbal interaction
Tend to understand meaning at one level only
Tend to understand meanings embedded at many sociocultural levels
Are generally less proficient in reading nonverbal cues
Are generally more proficient in reading nonverbal cues
Value individualism Value group membership
Rely more on logic Rely more on context and feeling
Employ Linear logic Employ spiral logic
Say no directly Talk around point; avoid saying no
Communicate in highly structured messages, provide details, stress literal meanings, give authority to written information
Communicate in simple, sometimes ambiguous, messages; understand visual messages readily
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Intercultural Business Communication
How to Communicate With a Diverse Audience Seek training Understand the value of differences
Diversity helps with innovation and creativity Don’t expect conformity Learn about your cultural self
Your culture is just one of many Make fewer assumptions
Not every one is like you Build on similarities
Shared experiences, mutual goals, and similar values
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Writing Tips for the Business Professional
Business writing and oral presentation goals Purposeful
Writing to solve problems and convey information
Persuasive Need people to believe and accept your
information Economical
Be clear and concise not lengthy Audience Oriented
See the problem from the audience’s view point
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Writing Tips for the Business Professional
Revise: Edit your message to be sure it is clear, conversational, concise, and readable.Proofread: Read over the message.Evaluate: Decide whether this message will achieve your purpose.
3. Revising
Research: Gather data to provide facts.Organize: Group similar facts together.Compose: Prepare a first draft, usually writing quickly.
2. Writing
Analyze: Decide on your purpose.Anticipate:Profile the audience.Adapt: What techniques can you use to adapt your message?
1. Prewriting
The 3x3 Writing Process
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Electronic Messages and Digital Media
The use of electronic messaging though social media has become a very attractive and profitable opportunity for businesses (Meredith,2012).
Different types of electronic messages Electronic mail Instant messaging Text messaging Podcasts Blogs Wikis Social networking
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Electronic Messages and Digital Media
When composing electronic messages Use the 3x3 writing guide Be professional Ensure the company allows using the media Follow company’s policies and procedures
about messaging and social media
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Positive and Negative Messages
Positive messages Are messages communicating straightforward requests,
replies, and goodwill? 8 considerations for positive messages
Apply the 3x3 writing process Understand the appropriate use of different communication
types Compose direct messages that make requests and respond to
inquiries Write messages that clearly explain step-by-step instructions Prepare messages that make direct claims Messages that regain the confidence of customers Messages that convey kindness and goodwill Modify international messages to accommodate for other
cultures
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Positive and Negative Messages
Negative messages Are messages that deliver refusals and bad news 7 considerations for negative messages
Apply the 3x3 writing process Use direct or indirect strategy to convey message Analyze the components of effective negative
messages, including opening with a buffer, apologizing, conveying empathy, presenting the reasons, cushioning the bad news and closing pleasantly
Ability to refuse typical requests How to handle bad news with a customer Ability to deliver bad news within an organization Ability to deliver bad news in other cultures
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Business Presentations
8 steps in making a powerful multimedia presentation Start with the text Select the background and fonts Choose images that help communicate your
message Create graphics Add special effects Create hyperlinks Engage your audience by asking for
interaction Move your presentation to the internet
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Business Reports, Plans, and Proposals
Tips for Writing in Business Use the 3x3 process Allow sufficient time Finish data collection Work from a good outline Provide a proper writing environment Use the features of your computer wisely Write rapidly; revise later Save difficult sections Be consistent with verb tense
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Resources
Guffey, M. E., & Loewy, D. (2011). Business communication: process and product (7th ed.). Mason, OH: South-Western/Cengage Learning. Henrietta, Y. (2009). A proposal for transcending barriers of intercultural communication in global business: An instructional innovation. Global Business Languages, 1429-40. Meredith, M. J. (2012). Strategic communication and social media: An MBA course from a business communication perspective. Business Communication Quarterly, 75(1), 89-95. doi:10.1177/1080569911432305 Merriam-Webster (2014) http://www.merriam-webster.com/