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BUSINESS WRITING AND COMMUNICATION SKILLS
Lisa Schwerzmann November 17, 2016
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Group Reflection
• What works well for you?
• What challenges do you face?
• What strategies have helped you overcome your challenges?
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Learning Objectives
• Describe communication process in organizations.
• Define business writing.
• Identify four basic principles of business writing; summarize the 3-x-3
writing process.
• Recognize the components of each phase of the writing process.
• Apply the 3-x-3 writing process.
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Guffey, M. E., Lowey, D., Rhodes, K., & Rogin, P. (2012). Business communication: Process & product (4th ed.). Toronto: Nelson Education.
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The Communication Process
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Encoding
Decoding
Encoding
Understanding
Decoding
Feedback Channel
Sending Channel Stimulus
Understanding
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• Communication climate
• Context and setting
• Background, experiences
• Knowledge, mood
• Values, beliefs, culture
Factors That Shape Your Understanding
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• Working with a partner, describe a time
when you experienced a breakdown in the
communication process.
• Upon reflection, where did the breakdown
occur?
• What steps did you take to rectify the
situation?
Pair Reflection
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Functions of Business Communication
TO INFORM
TO PERSUADE
TO PROMOTE GOODWILL
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Communication Advantages
Oral • Opportunity to ask questions
immediately for clarification
• Enables communicators to
see facial expressions and
hear voice inflections
• Efficient method to develop
consensus when many
people involved
• Promotes friendships
Written • Provides a permanent record
• Enables communicators to
develop an organized, well-
considered message
• Is convenient
• Can be composed and read
when the schedules of both
communicators permit
• Can be reviewed
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Communication Disadvantages
Oral • Produces no written record
• Sometimes wastes time
• May be inconvenient
• Requires work interruption
Written • Requires careful preparation
• Can become dangerous if
public – become “smoking
guns” in court cases
• Is more difficult to prepare
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Organizational Communication
•Functions • Internal
• External
•New emphasis • Interactive
•Mobile
• Instant
•Forms
•Oral
•Written
•Delivery
• Electronic
•Hard copy
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Communication & Formal Channels
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Written
Memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual
Electronic E-mail, instant messaging
Voicemail,
videoconferencing
Intranet
Oral
Telephone
Face-to-face conversation
Company meetings
Team meetings
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Group Reflection
• What channels of communication do you use the most in your
role?
• How do you determine if the channel is the most appropriate for
communicating your message?
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Business Writing Is…
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Purposeful
Persuasive
Economical
Reader-oriented
It is concise and doesn’t waste the reader’s time.
It focuses on the receiver, not the sender.
It conveys information and solves problems.
Its goal is to make the audience accept the message.
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Guffey’s 3-x-3 Writing Process
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Prewriting Writing Revising
• Analyze
• Anticipate
• Adapt
• Research
• Organize
• Compose
• Edit
• Proofread
• Evaluate
The writing process is recursive.
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Analyzing and Anticipating: Audience, Purpose
Copyright © 2013 Nelson Education Ltd. Ch. 4, Slide 16
Identify the
purpose
Analyze the task
Visualize primary audience
Anticipate the
audience
Visualize secondary audience
Select the right
channel
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Scheduling the Writing Process
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Prewriting Writing Revising
• about 25 percent of time
• about 25 percent of time
• about 45% for revising
• 5% for proofing
Don’t mar effort by skimping on revising!
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Selecting the Best Channel
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Fax? E-Mail? Letter? Memo? Voicemail?
• How important is the message?
• How much feedback is required?
• How fast is feedback needed?
• Is a permanent record necessary?
• How much can be spent?
• How formal and confidential is the message?
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Organizing and Writing Business Messages
Research Methods
Effective Sentences
Organizing Data
Effective Paragraphs
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Formal Research Methods
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Investigate primary sources
Search manually
Access electronically
Experiment scientifically
• The Internet
• Databases
• Books, articles
• Other secondary sources
• Interviews
• Surveys
• Tests with experimental and control groups
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Organizing Data: Making Outlines
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• Define main topic (purpose of message) in title.
• Divide main topic into three to five major components.
• Break the components into subpoints.
• Don’t put a single item under a major component; integrate with the main item above or reorganize.
• Strive to make each component exclusive (no overlaps).
• Use details, illustrations, and evidence to support sub-points.
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Organizing Data: Alphanumeric Outline
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Avoid Three Common Sentence Faults
Sentence Fragments
•Are usually broken-off parts of complex
sentences
•Can be identified by the words that introduce
them – although, as, because, except, which Run-on Sentences
• Sentence with two independent clauses not
joined by appropriate punctuation Comma Splice
•Results when two independent clauses are
joined by comma
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Effective Paragraphs: Focus
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Discuss only one topic in a paragraph. Group similar ideas together.
Paragraphs may be composed of three kinds of sentences:
Topic sentence: expresses the primary idea of paragraph.
Supporting sentence: illustrates, explains, or strengthens the primary idea.
Limiting sentence: opposes the primary idea by suggesting a negative or contrasting thought; may precede or follow main sentence.
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Revising Business Messages
Revising Tips
Evaluating
Proofreading
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Proofreading: What to Watch For
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Spelling
Proofreading
Names and Numbers
Punctuation
Grammar Format
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Evaluating
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How successful will this
communication be?
Does the message say what
you want it to
say?
Did you encourage feedback so that you will know it is a success?
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Applying Your Knowledge
• Draft a piece of written communication using the 3-x-3 writing
process.
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Final Thoughts…
• Remember the purpose of your writing and be selective in
choosing the way in which you communicate your message.
• Follow the 3-x-3 writing process for all forms of written
communication (including email).
• Communication in organizations can be complex, so remember
to use strategies, tips and simple language to avoid barriers.
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