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BEST PR
ACTICES IN
COMMUNICAT
ION A
ND
WRIT
ING
LYD IA MAZANT IO R G 5 3 6 - C O N T E M P O R A R Y B U S I N E S S W R I T I N G A N D C O M M U N I C A T I O N
C O L O R A D O S T A T E U N I V E R S I T Y - G L O B A L C A M P U S
D R . R O B E R T O L S Z E W S K I
F E B R U A R Y 2 , 2 0 1 4
WHAT IS ONE OF THE MOST IMPORTANT SKILLS NEEDED FOR THE BUSINESS WORLD?
IF YOU GUESSED COMMUNICATION SKILLS, YOU ARE RIGHT.
• Ethical communication
• Professionalism in communication
• Proper intercultural communication
• Business writing
• Digital media writing skills
• Good and Bad news
• Presentations
• Reports
(Guffey & Loewy, 2010)
Do you know best the
practices in these areas?
Ethics is about doing what right and ethical organizations do their part to build an ethical culture by promoting behaviors that are fair, honest, respectful and responsible (Guffey & Loewy, 2010).
ETHICAL COMMUNICATION
ETHICAL BEHAVIOR INCLUDES: Following all policies, procedures, laws and regulations.
Ensure privacy and confidentiality
Be honest.
Never discriminate on any basis or bias.
Communicate clearly and responsibly.
Stand up against unethical behaviors.
Give credit and asking for guidance as needed
(Johnson, 2007).
PROFE
SSIONALIS
M:
What
is p
rofe
ssio
nal b
ehav
ior?
Professionalism:There are many facets of professional behavior-
• Ethical behavior• Communication skills• Integrity• Competency• Teamwork• Respectfulness• Reliability
(Johnson, 2007).
Imag
e courte
sy o
f
Jscre
ation
zs/
FreeDigita
lPhot
os.n
et
INTERCULTURAL COMMUNICATION
“Approximately 6,000 languages are used in the world today” (Chitakornkijsil, 2010, p. 9).
Intercultural communication is important due to:• Globalization• Intercultural workforce• Promotes tolerance and
patience
(Guffey & Loewy, 2010)
TIPS FOR INTERCULTURAL COMMUNICATION:
(Guffey & Loewy, 2010)
Use simple English: Avoid puns, sarcasm, slang or idiomatic expressions
Be aware of cultural nonverbal cuesUse descriptive feedback Follow the lead of the individual
from another cultureCheck for understandingListenAnd follow up in writing
TIPS FOR BUSINESS WRITING
Pre-Writ-ing
25%
Writing25%
Editing50%
Parts of the WritingProcess
Know your purpose, audience, be concise and simple, do not offend, be consistent ,do not rely on spell check alone and edit, edit, edit (Powell, 2003).
*NAVIGATING DIGITAL MEDIA*
Image courtesy of Jannoon028 / FreeDigitalPhotos.net
Be aware of the legal ramifications of the communication channel, it "is permanent and searchable and can be forwarded”
(Goldsmith, 2007, para. 4). A media message that is contains
errors, confidential information, biased, poorly worded, or
offensive can create legal issues or at best damage an
organizations reputation if that message falls into the wrong
hands (Goldsmith, 2007).
DELIVERING GOOD NEWS AND BAD NEWS
GOOD NEWS
Be sincere, straight forward, and concise
Convey kindness
Be aware of your audience
(Guffey & Loewy, 2010).
BAD NEWS Never Surprise Deliver honestly and
factually Put it in writing Justify Frame positively Consider the audience and
word appropriately Be respectful and dignified
(Bies, 2012).
TIPS
TO D
ELIVERIN
G BAD
NEWS There are two ways:
1.Direct: bad news-reasons-closure
• Use this style when bad news is not
damaging and/or directness and
firmness is needed or preferred.
2. Indirect: buffer- reasons-bad news-
closure
• Use this style when bad news is
upsetting, unexpected, or
relationships are threatened.(Guffey & Loewy. 2010)
PRESENTATIONS
Image courtesy of zcool.com.cn /FreeDigitalPhotos.net
BEST PRACTICES FOR BUSINESS PRESENTATIONS
(Guffey & Loewy, 2010)
Get everyone’s attention Be organized Embrace and use visual aides Use style and appealing fonts Be interactive Conclude strong
REPORT
S, PLA
NS AND
PROPO
SALS
TI P
S T
O R
EM
EM
BE
R I
N F
OR
MA
L B
US
I NESS
WR
I TI N
G
Informal Writing
Non-sensitive data
Conversational but still well organized
Describe routine tasks
Often for internal audiences
Formal Writing
Fully researched data
Serious tone Highly organized
and publishable Often for
external audiences
INFORMAL VS. FORMAL BUSINESS WRITING
(Guffey & Loewy, 2010)
TIPS FOR FORMAL WRITING
• Know the proper format.• Be concise and organized.• Give time and effort to the process.• Pre-write, write, and edit.
(Guffey & Loewy, 2010)
BEST PRACTICES REVIEW
Be ethical, professional, polish your intercultural communication and both your informal and formal writing skills (Guffey & Loewy, 2010).
CONCLUSION“Technologies and procedures are constantly evolving, you must be flexible and willing to engage in lifelong learning” (Guffey & Loewy, 2010, p.30).
Following best practices and learning tips are a good first step in the communication learning process.
Good Luck!
REFERENCESBies, R. (2012). The 10 commandments for delivering bad news. Forbes, Retrieved from
http://www.forbes.com/sites/forbesleadershipforum/2012/05/30/10-commandments-for-delivering-
bad-news/
Chitakornkijsil, P. (2010). Intercultural communication challenges and multinational organization
communication.
International Journal of Organizational Innovation (Online), 3(2), 6-20. Retrieved from
http://search.proquest.com
docview/763168869?accountid=38569
Goldsmith, M. (2007). Understanding the perils of email. Bloomberg Businessweek. Retrieved from
http://www.businessweek.com/stories/2007-05-16/understanding-the-perils-of-e-mailbusinessweek
-business-news-stock-market-and-financial-advice
Guffey, M., & Loewy, D. (2010). Business communication: Process and product (7th ed.). Independence, KY:
Cengage
Learning. ISBN-13: 9780538466257
Jannoon028. (Designer).(2011). Social networking concept [Web Graphic]. FreeDigitalPhotos.net. Retrieved
from
http://www.freedigitalphotos.net/images/Communications_and_N_g263-
Social_Networking_Concept_p58782.html
Jscreationzs. (Designer). (2010). Computer Network [Web Graphic]. FreeDigitalPhotos.net. Retrieved from
http://www.freedigitalphotos.net/images/Computer_Networks_g351-Computer_Network_p23958.html
Johnson, L. (2007). Aspects of professionalism: integrity, competency, ethical behavior. National Center for
Competency
Testing, Retrieved from http://www.ncctinc.com/documents/Aspects of Professionalism 1.pdf
Powell, E. (2003). Ten tips for better business writing. Office Solutions, 20(6), 36-38. Retrieved
from http://search.proquest.com/docview/216443770?accountid=38569
zcool.com.cn. (n.d.). 3d villain to train highdefinition picture. Retrieved from
http://all-free-download.com/free-photos/3d_villain_to_train_highdefinition_picture_165605_download.html
