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BUSINESS WRITING & COMMUNICATION
BEST PRACTICES
Stephanie L. BergstromORG536-1– Contemporary Business Writing and
CommunicationColorado State University – Global Campus
Dr. Phillip JacksonOctober 27, 2013
Introduction
The ability to communicate is the most important skill employees can possess in today’s workforce. Employers seek staff with exceptional communication skills, as these employees can easily convey a company’s message. As well, good communicators can deliver ideas, carry out expectations and remove barriers between staff, customers and management.
EFFECTIVE & ETHICAL COMMUNICATION
Communicate {effectively}
Four communication channels provide a
varied and expansive way for people to
transmit and receive information. These methods must be
used when appropriate and according to the message being
delivered.
Orally
In Writing
Electronically
In Person
Formal vs. Informal Channels
• Open, free-flowing
• Consistent
• Flows in three directions
• Downward
• Upward
• Horizontal
• Grapevine
• Social relationships
• Organizationally relevant gossip
Intercultural Communication
An ever-increasing global workforce has expanded the need for employees to make understanding diversity a priority. Employees must embody inclusive attitudes, while increasing their awareness of the office environment. As well, using skills that foster understanding between culturally diverse stakeholders is fundamental.
Maintain Formality
Write/Speak Clearly
Show Respect
Be Inclusive
Ethical Considerations Balancing the standards of right and wrong are critical in the workforce.
Employers implement a variety of policies, procedures and workplace trainings to foster ethical behavior.
Code of ethics support respect, responsibility, fairness, honesty and compassion. These codes provide a guideline for employees to follow in the workplace.
Mission statements Ethics Hotlines Compliance
officers
WORKPLACE PROFESSIONALISM
Etiquette & Manners
What?
Listen
Language
Respect
Attitude
Formal Rules
vs.
WRITING TIPS
Purposeful Persuasive
Economical Audience Oriented
Business
Messages
• Prewriting• Writing• Revising
3 x 3Process
Audience
The audience is the most important factor in business writing. When creating a business presentation or sending business messages, writers need to review a few factors regarding the audience…
Who is the Audience?
What is the relationship?
How will audience react to message?
What does audience know?
Information, Information!
Research
Brainstorm
Outlines
Patterns
Lists
Use formal & informal research methods.• Check files• Conduct surveys• Interview• Scientific experiments• Go to the source
Clear it up!
REVISING THE FINAL PRODUCT
Eliminate flabby expressions.
Limit long lead-ins.
Reject redundancies.
Purge empty words.
ELECTRONIC MESSAGES & MEDIA
Electronic Channels
Electronic communication is an efficient and quick way to transmit information from writer to recipient.
Writers must remember to compose messages professionally and review the pros and cons of choosing a specific message type.
Additionally, companies can utilize electronic channels to promote their company, new products or enhancements. This is an innovative way for companies to reach consumers, employees and other stakeholders.
Messages
Text/IM
Wiki/Blog
Podcast
Social Networking
Online communities
Extend company reach
Build relationships
Promote brand recognition
POSITIVE & NEGATIVE MESSAGES
Delivering Good News
Analyze• Purpos
e
Anticipate
• Reaction
Adapt
• Delivery Method
E-mailsMemosLetters
Open with clear statement.
Close with appreciation
and action request.
Sharing Bad News
Clearly explain Remain professional Be empathetic &
sensitive Be fair Maintain friendly
relations
Avoid abusive language
Eliminate careless language
Apologize sincerely Explain clearly Close pleasantly
REPORTS, PLANS, PROPOSALS
Submitting Information
Identify purpose Discuss goals Organize details Discuss resolution
Purpose of
Reports, Proposals & Plans
Provide service
s
Sell equipment
Solve proble
ms
BUSINESS PRESENTATIONS
Effective & Professional Know your audience Capture attention
Text is the foundation Use templates Visual appeal Special effects
Create hyperlinksAsk for interactionTransfer to the
Internet
REFERENCE:
GUFFEY, M., & LOEWY, D. (2011). BUSINESS COMMUNICATION: PROCESS AND PRODUCT(7TH ED.). INDEPENDENCE, KY: CENGAGE LEARNING. ISBN--‐13:9780538466257