Best Practices in Business Writing and Communication

Presented by Nicole Skoumal

Effective and Ethical Business Communication Effective communication is one of the most

desired skills of employers today. “A whopping 98 percent of employers

surveyed said they consider communication skills to be essential” (Palmer, 2012).

Reading, writing and listening are all necessary skills.

Nonverbal communication skills are essential as well.

The Communication Process and Challenges

Sender has idea

Sender encodes idea in

message

Message travels over

channel

Receiver decodes message

Writing Skills Writing skills are highly desired by employers. Technology allows fast communication. “Among people with a two- or four-year

college degree, those in the highest 20 percent in writing ability earn, on average, more than three times what those with the worst writing skills make” (Guffey, 2011).

Global Competition, Tight Economy, and Flat Management Structures Many factors add to

the need for more effective communication skills.

Global competition makes it difficult to stand out.

Flattened management structures demand higher communication skills from employees.

Teams & Technology Changes Teams are being utilized more than ever in the

workplace. For teams to be effective everyone must have

communication skills. Teams are using more technology tools and

employees need to understand these methods.

Because of technology advances, employees are expected to communicate anytime and anywhere.

Formation of Teams

Forming

Storming

Norming

Performing

Ethical Communication Ethics is a description of the values and

principles that are standards for right and wrong.

Ethics in business must be clearly defined and complied with by employees.

Ethics in communication is essential for businesses and business writing.

Ethical Challenges When situations arise that present ethical

challenges employees should consider the following: Is the action legal? How would you see the problem from the opposite

side? What are alternate solutions? Can you discuss the problem with someone whose

advice you trust? How would you feel if family, friends or your

employer learned of the action?

Professionalism in the Workplace Employers are looking

at multiple criteria for employees including “soft skills”

Soft skills include the ability to work with teams and exercise proper business etiquette.

Intercultural Business Communication Increasingly diverse workforce. Culture must be considered when operating in

other countries. To target business firms may need to adapt or

adjust to cultural context. Context, formality, communication style, and

time orientation need to be observed and understood.

Writing Tips for the Business Professional Business writing should be

Purposeful: solve problems and convey info Persuasive: message should be believed and

accepted Economical: clear but concise Audience oriented: see the problem from audience

perspective Your writing should appeal to the audience, be

conversational and courteous.

Writing Tips for the Business Professional (cont’d)

Prewriting•Prepare to write•Analyze and anticipate audience

reaction•Adapt your message to the

audience

Writing•Research •Organize the message and

information•Composing your message

Revising•Proofread•Correct errors•Rearrange if necessary•Evaluate to decide if the

message is effective

The Use of Electronic and Digital Media Electronic media used today can include

email, instant message, texting, chats, podcast and social media.

These tools allow for more immediate flow of information.

There are many benefits to electronic media, but rules of business writing still apply.

The Use of Electronic and Digital Media (contd) Email messages are one of the most

frequently used communication channels. Email may be in direct or indirect format. Email should be composed of:

subject line, opening, body and closing. The writing should be professional including:

Using correct case, spelling, grammar and tone.

Positive Messages Follow the 3x3 writing process Uses for positive messages may be:

Business letter, requests, response to request, instructions and claims.

Goodwill messages: Used to express thanks, answer or

respond, or to convey sympathy

Negative Messages Negative messages need to be formatted to accomplish

specific goals which include: Providing a clear explanation. Conveying a professional image for yourself and/ or your firm. Being sensitive and empathetic to the situation. Fairness. Maintaining the relationship.

Follow the 3x3 writing process. Choose to use Direct or Indirect.

Direct: the news may be overlooked, is not too damaging, or if it is preferred by the receiver.

Indirect: the news is unexpected, threatens relations, or the news will be upsetting or generate hostility. The indirect method provides a buffer and may be better suited for these situations.

Negative Messages (cont’d) Negative messages should:

Start with a positive statement or information. Include some type of compliment and appreciation. Show agreement with facts or common knowledge

applicable to the situation. Provide facts and information regarding the

message being delivered. Show understanding.

An apology should be included in negative messages.

Convey empathy and close with positive or pleasant information.

Business Presentations To prepare and effective presentation one

must: Know the purpose and audience. Organize the content to be impactful. Be organized and capture attention. Summarize and Conclude. Other Tips:

Build Rapport with the audience. Use nonverbal communication such as action

and animation. Include visual aids and reference notes while

speaking.

Business Presentations (cont’d) Design an effective power

point or slide show for your presentation.

Present information in a readable, understandable format.

Keep text concise. Make the presentation

visually appealing . Include graphics,

animation, and color.

Business Presentations (cont’d) Keep the audience engaged and prepare

handouts for following along. Rehearse and be prepared for questions. Conclude the presentation with confidence

and appreciation.

Business Reports Formal business reports are prepared as a

product of research and analysis resulting in conclusions or recommendations.

A formal report should be prepared based on a work plan that involves data research and analysis.

Business reports should be proofread and evaluated to determine if the report achieves the purpose.

The report may study a problem and if so the recommendations should present solutions to this.

Business Reports (cont’d) A formal report should contain:

Cover, title page, transmittal, letter, table of contents, list of exhibits or illustrations, executive summary, introduction, body, conclusion, recommendations, works cited, and an appendix.

If the report is informal some of these may be omitted or excluded.

Business Plans A business plan is a form

of a proposal for starting a business and obtaining financing or backing.

The plan will outline what your specific business proposal is.

The pieces that should be included: transmittal executive summary mission statement, table of contents, description of the

company product description, market analysis operation management financial analysis appendix.

Business Proposals A business proposal is an offer made that is

intended to solve a problem. The problem may be solved utilizing the

product or service that is being offered. The proposal should include an introduction,

the background or purpose, the proposal (inc budget and staff), budget and a request for the authorization.

If the proposal is formal an RFP may also be included as well as a transmittal, executive summary, title page and table of contents.

Conclusion Business writing is essential, and can take many

forms including: Electronic communication, positive and negative messages,

reports, plans and proposals.

Global competition, ethics and technology must be considered for effective communication.

Teams are more frequently used in business and should be understood.

Writing and Professionalism should be understood and follow best practices.

Effective presentations will help to convey messages and should be utilized if possible.