Devira BrunsORG536-Business Writing and CommunicationBrian NeffMay 4, 2014

Best Practices in Business Writing and Communication

Effective and Ethical business communication

Professionalism in the workplace

Intercultural business communication

Writing tips for the business professional

The use of electronic messages and digital media

Positive and Negative messages

Business presentations

Business reports, plans and proposals

Best Practice Topics

Ethical Communication Decision Making and Ethics

Doing it Right

Effective and Ethical Business Communication

Ethical Communication

Abiding the Law Truth Labeling

Opinions

Being Objective

Communicate Clearly

Inclusive Language

Giving Credit

The False Necessity Trap The Doctrine-of-Relative-Filth Trap The Rationalization Trap Self-Deception Trap The Ends-Justify-the-Means Trap

Decision Making and Ethics

Questions to keep in mind Is the action you are considering legal?

How would you see it looking in? Are there alternate solutions?

Is there someone to seek advice? What would family, friends and co-workers say?

Doing it Right

Listening in the Workplace Getting the Competitive edge

Professionalism in the Workplace

Superiors

Colleagues and

Teammates

Customers

Listening in the Workplace

Types of WorkplaceListening

Listening in the Workplace External and Internal distractions Be actively involved Separate facts from opinions Important facts Avoid interrupting

Ask clarifying questions Paraphrase to increase understanding

Capitalize on lag time Take notes

Be aware of gender differences

Appr

ecia

tion • Use polite

words• Sincere

appreciation and praise

• Don’t put people down

Confl

ict • Rise above

other’s rudeness

• Choose the high road in conflict

• Disagree agreeably

Surr

ound

ings • Respect co-

workers space

• Considerate when sharing space

• Selective in sharing information

Getting the Competitive Edge

Dimensions of Culture Effective Communication

Intercultural Communication

CultureContext Individualism

FormalityCommunication Style

Time Orientation

Dimensions of Culture

Successful Oral Communication in International Environments

Effective Communication

LEARN FOREIGN PHRASES

USE SIMPLE ENGLISH

SPEAK SLOWLY AND ENUNCIATE

OBSERVE EYE MESSAGES

ENCOURAGE ACCURATE FEEDBACK

CHECK COMPREHENSION

ACCEPT BLAME

LISTEN WITHOUT INTERRUPTING

SMILE

FOLLOW UP IN WRITING

Sele

cting

the

best

cha

nnel

Importance of the message

Feedback and interactivity

Necessity of a permanent record

Cost of the channel

Degree of formality desired

Confidentiality and sensitivity of the message

Writing tips for the professional

Anticipating the Audience Must visualize the audience How much time will be devoted to questions Tailor your words to readers and listeners Consider the secondary audience

Writing tips for the professional

Composing emails Analyze the four parts of an email

Subject line Opening Body Closing

Keep writing professional Emails are the digital equivalent to DNA evidence

Use of Electronics and digital media

Instant messaging and texting Avoid chit chat, know when to say goodbye Do not send confidential information Show patience by not blasting multiple messages Keep your presence status up to date Know your company’s policy

Use of Electronic and digital media

Podcast

Record one or a

Series

Download software

Publish and

distribute

Prepare and

practice

Organize the

message

Use of Electronic and Digital Media

Blog

Identify Audience

Craft Message

Do not use Unfitting

topics

Monitor site

Attract search

engines

Use of Electronic and Digital Media

Analysis, Anticipation

Adaption

Revision Proofreading

Evaluation

Research Organization Composition

Positive and Negative Messages

Three phasesto writing a positive and negative messages

Establish Goals for Communicating Negative News Be clear and complete Stay professional Be empathetic and sensitivity Be fair Maintain friendly relations

Positive and Negative Messages

Working with Disappointed Customers Strive to resolve the problem by

Reach out to customer Inform the customer of the situation Apologize Provide a resolution Guarantee of prevention Follow up with notes

Positive and Negative Messages

Gather all information

Prepare and

rehearse

Past Present Future

Take a Partner

Think about timing Be Patient

Positive and Negative MessagesDelivering bad news within the organization

Eight ways to a powerful presentation Determine the content Determine background and font Select images to help communicate message Use charts or illustrations to help convey message Use animation to grab attention Add hyperlinks Engage the audience Put presentation on the internet

Business Presentations

Improving Telephone and Voice Mail Skills Plan a mini agenda

Use a three point introduction Be brisk if you are rushed Be cheerful and accurate

Bring it to a close Avoid telephone tag

Leave complete voice mail messages

Business Presentations

Formal Proposals Used for bidding projects Longer in length than informal There are six components Provides a resolution Well written proposals win

contracts and business for companies

Informal Proposals Are presented in two to four

page letters There are six components Written to solve problems,

provide services and sell equipment

Can be solicited or unsolicited

Business Reports, Plans and Proposals

Business Communication and Writing has many aspects to be successful Understanding the audience can help with that success

Choosing the right forum to deliver the message Remaining professional when delivering the information

Wrap-Up

Guffey, M., & Loewy, D. (2011). Business communication: Process and Product (7th Ed.). Independence, KY: Cengage Learning

Reference