Best practices in business writing and communication

1. Best Practices in Business
Writing and Communication
November 22 nd
, 2013
By:
to:
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rese obby
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Dr. wski
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Olsz
Suzanne F. L
an
dkamer

2. Effective and Ethical Business Communication
Employees with great communication skills:
Have the BEST CHANCE of being hired & Experience career advancement
Figure 4. Writing: A ticket to work… or a ticket out.
(Source: http://www.collegeboard.com/prod_downloads/writingcom/writing-ticket-to-work.pdf)

3. Most Common Communication Problems
• HOW to communicate
• Listening skills
• Empathy
• Making Requests
• Emotional Intelligence
• Body Language
• Other verbal and non-verbal effective communication skills
Effective Workplace Communication & Communication Skills are Essential

4. Verbal & Non-verbal
Oral & Written
Formal &
Informal
Internal &
External

5. Verbal and Non-Verbal
Verbal communication methods may include
meetings, in-person interviews, telephone and video
conferencing. Non-verbal communication includes
numerous
modes of expression.
Verbal communication allows people to assess
nonverbal inferences and allows receivers of the
communication to ask questions and receive feedback
while non-verbal communication can affirm the words
being spoken
CHALLENGES: Language Barriers, Cultural Barriers,
Contradiction of non-verbal cues with verbal
statements

6. Written & Oral Communication
Written communication includes internal business memos, formal letters,
informal letters etc. Written communication can be delivered to multiple
people at different locations and include visuals such as charts and diagrams.
This also creates a paper trail for important messages and can ensure with a
signature, the receiving party has received documentation
Electronic communication includes email, web conferencing, social
networking, company websites, text messages etc
Oral communication is any interaction that makes use of spoken words and
include staff meetings, discussions, telephone conversations and
presentations
CHALLENGES: Sending information to the wrong recipient, confusing email
train, lost mail, language barrier, voice problems

7. Formal and Informal Communication
Figure 7: Formal and Informal
(Source: https://sites.google.com/site/communicationskill4you/home)
Formal writings such as manuals, handbooks, bulletins and reports that will be read
by stakeholders and the public. Many times formal writings are kept in the
organization’s archives
Informal writings such as notes, emails etc. that are meant to stay within an
organization. Sometimes referred to the grapevine, informal may contain unclear
data

8. Internal and External Communication
Communication within an organization (internal) or
outside of the organization (external)
External is how a business communicates with the
public and internal informs upward or downward
within the organization

10. Professionalism in the Workplace
Professionalism is based on many factors
• How you dress, carry yourself, attitude, writing, interaction with
others
• Adhere to your commitments, realize the sensitivity of the work
you represent, treat everyone with respect, value the time and
effort spent by others, always maintain ethical conduct, smile
and put your best face forward, admit your mistakes, display
competence, take a leadership role whenever possible, be polite
in speech and body language (JWilliams, 2013)
• DO NOT: Gossip, Negative Attitude, Unprofessional body
language, proper grammar and use of words

11. Intercultural Business Communication
More and more businesses are operating outside the boarders of
the United States of America
International businesses rely on employees who are skilled with
intercultural communication
Important not to have ethnocentrism and be sure to practice
empathy, patience, and be aware of your nonverbal communication
Try to bridge the gap and train or take classes on cultural diversity
and make sure you are aware of possible misunderstandings

12. Writing Tips for the Business Professional
3X3 Writing Process
(Guffey & Loewy, 2011)

13. Prewriting:
Conduct an Audience Analysis

14. Writing
Use all the ideas from
the prewriting stage
Avoid writer’s block
Be aware of the tone of the
message, whether writing a
memo, letter, report, or any
business document
Use proper language, be
concise and consistent, avoid
slang and be aware of
diversity

15. Revising
This is the time to make improvements!
• Content – include
only what you need
to, avoid all the fluff
• Style – looking for
rhythm and flow –
avoid run-on’s
• Correctness –
proofread and edit
• Evaluate and make
sure you achieved
your purpose
(Guffey & Lowey, 2011)

16. Communicating Successfully Electronically
Know your company policies regarding internet and media
Figure 16:(Source: http://avtecmedia.com/images/blog/social-networking-logos.jpg)

17. Business Email

18. Business Texting and Instant Messaging

19. Positive Messages
Use the direct organizational plan where main idea
is stated first followed by detail
Most positive messages begin with the good news
first
Might receive these messages in email, interoffice
memos, business letters
Expected reader's response will be positive or
neutral
(Newman & Ober, 2012)

20. Negative Messages
Use the indirect organizational plan where you present the
reason before the main idea
Recipients will not have a positive response
Need to deliver news professionally with understanding
Need to decide if direct strategy (bad news not damaging)
or indirect strategy (personally upsetting) is appropriate
People prefer to receive bad news in person
A buffer can help with a smooth transition
(Newman & Ober, 2012)

21. Business Presentations
Need to be written and presented effectively
To become an effective oral presenter requires:
preparation, organization, visual aids, and delivery (Guffey &
Lowey, 2011).
Know your audience
NEED TO DO:
Planning
Researching
Composing
Presenting

22. Business Reports
•Usually based on unique situations
and produced one-time only
•The writer starts from scratch
•Use the 3X3 writing process
(analyze, research and revise)

23. Business Plans

24. Business Proposals
Write clearly
Make a good argument
Show your personality
Use graphics intelligently
Don’t oversell
Catch typos
Always keep the reader in mind

25. References
Slide 2, Figure 4. Writing: A ticket to work… or a ticket out.
(Source: http://www.collegeboard.com/prod_downloads/writingcom/writing-ticket-to-work.pdf)
Slide 7, Figure 7: Communication Skills
(Source:https://sites.google.com/site/communicationskill4you/home)
Slide 16, Figure 16: Media Print
http://avtecmedia.com/images/blog/social-networking-logos.jpg)
(Source:
Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.).
Independence, KY: Cengage Learning
Newman, A., & Ober, S. (2012). Business communication: In print, in person, online (8th
OH: South-Western College Publishers
ed.).Cincinnati,
JWilliams Staffing. (2013). Professionalism in the Workplace. Retrieved from
http://www.jwilliamsstaffing.com/job-tips/professionalism-in-the-workplace/