org 536 portfolio project andrew bales 1
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Best Practices in Business Writing and Communication Andrew Bales ORG 536 - Contemporary Business Writing and Communication Colorado State University - Global CampusTRANSCRIPT
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Best Practices in Business Writing and Communication
Andrew BalesORG 536 – Contemporary Business Writing
and CommunicationColorado State University – Global Campus
Dr. Robert OlszewskiNovember 24, 2013
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Communication is the transmission of information and meaning (CSU-Global, 2013)
Professional promotions, hiring, or firing often depend on communication skills
Communication skills crucial to organizational and employee success
The Importance of Communication
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EffectiveCommunication
Sender has idea
Message developed
Message sent to receiver
Message evaluated by
receiver
Feedback provided to
sender
Sender provides
feedback to receiver
Effective Communication
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Ensuring the same understanding of words Recognizing the viewpoint of the receiver
◦ Identifying how they may react Using proper language skills Avoiding interruptions Creating feedback from the receiver
through questions (Guffey & Loewy, 2011)
Overcoming Communication Barriers
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Ethics are the moral standards upheld by an organization (Guffey & Loewy, 2011)
Abide by the law and tell the truth Communicate objectively and clearly Use inclusive language Establish credit for another’s work and
provide reference to their work
Ethical Business Communication
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Soft Skills
Oral and Written Communications
Non-verbalcommunication
Teamwork
ListeningAbility
Understandingof etiquette
Workplace Professionalism
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Crucial to organizational professionalism and success
Teams forming more in today’s workplace◦ Increases employee production and effectiveness
(Guffey & Loewy, 2011) Conflict – generates productive discussion Conformity – should be avoided Consensus – reflects thinking of all team
members (CSU-Global, 2013)
Teamwork
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Organizations are increasing cultural diversity
International expansion necessary for major organizations◦ World marketplace expanding rapidly
Culturally diverse employees critical to organizational success◦ Understand cultural differences◦ Communicate effectively between cultures
(Guffey & Loewy, 2011)
Intercultural Business
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Communication between people of different cultures
Successful organizations adapt to local language to conduct business◦ Ensures respect and better understanding (CSU-
Global, 2013) Understanding communication within
different cultures allows organizations to be more effective and efficient (Guffey & Loewy, 2011)
Intercultural Communication
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• Practicing empathy • Creates respectful environmentPatience
• Learning phrases of local culture• Speak clearly and slowly
Verbal Communication
• Maintain eye contact and appropriate facial expression
• Listen without interrupting
NonverbalCommunication
Bridging the Cultural Gap
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Writing strategy is essential ◦ Increases effectiveness◦ Saves time◦ Creates a clearer message
3x3 Writing process◦ Prewriting◦ Writing◦ Revising◦ (Guffey & Loewy, 2013)
The Business Writing Process
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Most important step is understanding the audience
Questions to ask about the audience◦ Who?◦ What is the relationship with audience?◦ Reaction to message?◦ Existing knowledge of the audience?◦ (CSU-Global, 2013)
Prewriting
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Placing ideas down on paper – rough draft Need proper writing environment
◦ Limit distractions◦ Establish appropriate time
Form the purpose Write with no reservation (CSU-Global, 2013)
For more information on the writing process visit:https://owl.english.purdue.edu/owl/section/1/1/
Writing
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Content- Only needed information- Ensure best message created
Style- Rhythm and flow - Style compatible with audience
Correctness
- Edit for spelling, grammar, punctuation
Revising
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Purpose
• Why is the message being sent?• What do you want to achieve?
Best
Channe
l
• Importance of message and interactivity required• Amount of formality required and sensitivity of
message
Faster Channels
• Technology driving change• Cell phones, email, instant messaging
Selecting the Right Communication Channel
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Plays major role in customer relationships◦ Easier to establish◦ More ways to contact customer base (Guffey &
Loewy, 2011) Improves operation within organizations
◦ Offers competitive advantage The way of communication inside
organizationsFor more information on technology in the workplace, visit: http://www.insidebusiness360.com/index.php/what-is-the-impact-of-new-technology-in-the-workplace-6-30701/
Technology in Today’s Workplace
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Create immediate and efficient communication channels
Email◦ Productive and instant communication
Instant Messaging◦ Real time communication from any location
Blogs◦ Used to present information and receive feedback
Electronic Communication
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Major use of the internet Provides advertising opportunity Generates customer interaction
◦ Receive feedback – good and bad Place to respond instantly (CSU-Global, 2013)
Helps brand recognition Promotes growth
The Social Media Advantage
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Most common messages in workplace
Positive Messages
• Usually written in email, letter, or memo• Organized and detailed
Request and Reply
• Positives explained immediately• Maintain confidence throughout
Change or Adjustment
• Expressions of thanks, recognition, or sympathy
• Selfless, precise, sincere, and shortGoodwill
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Difficult to deliver and craft◦ Necessary in all organizations
Goals of communicating negative messages◦ Clear and complete◦ Professional◦ Empathetic and sensitive to audience◦ Be fair◦ Maintain desire to have friendly relationship◦ (Guffey & Loewy, 2011)
Negative Messages
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Strategies to Deliver Negative MessagesDirect Strategy Indirect Strategy
Negative message communicated initially◦ Minor negative message◦ Audience may overlook
negative message◦ When strength and
firmness is necessary
Introducing negative message gradually
Buffering with good news or message everybody agrees upon◦ Negative message is
personal◦ Could create aggressive
negative reaction◦ Affects customer
relationship◦ Unexpected negative
message
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Presentations major part of organizational growth and operation◦ Quality speaking skills provide advantage◦ A well developed presentation does the same
Three areas to focus on when developing a business presentation◦ Preparation/Organization◦ Audience◦ Content◦ (Guffey & Loewy, 2011)
Business Presentations
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Preparation
Understand your purpose
What do you want to achieve
Organization
Introduction gets the attention of the audience
Body explains your main points
Conclusion summarizes presentation
Preparation and Organization
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Audience is a key component to presentation Know your audience
◦ Why are they interested◦ How will they react◦ What is the best way to establish the main points
Build rapport with the audience◦ Analogies◦ Personal stories that relate to audience◦ Statistics relating to audience
Nonverbal messages make a difference◦ Look and sound professional◦ Be enthusiastic and maintain eye contact
Understanding Your Audience
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Visual aids spark interest◦ Help get the point across◦ Use of color and pictures◦ Handouts after presentation
Adapt content to audience Use templates to add design Revise and evaluate content
◦ Ensures most effective presentation ◦ Proper organization
Presentation Content
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Business Reports
Informal Formal
Typically email, memo, or letter
Everyday business communication◦ Progress reports◦ Activity reports
Contain less amounts of detail
Employee or customer surveys (Howard, n.d.)
Well organized with significant detail◦ Information obtained
through extensive research and analysis
Developed to address problems and recommend solutions
Presented to major decision makers (Guffey & Loewy, 2011)
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Plan a course of actions that will make a business successful
Critical in obtaining financial support for a new business
Should include:◦ Description of business◦ Product and/or services offered◦ Analysis of desired market◦ How business will operate and who will manage◦ Financial analysis of cost, revenue, existing and
needed capital◦ (Guffey & Loewy, 2011)
Business Plans
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Developed to provide products, services, or solutions◦ Goal – generate growth
Detailed and exact documents Well organized
◦ Contain purpose, plan and schedule◦ How proposal is executed◦ Authorization of proposal
Business Proposals
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Colorado State University-Global Campus. (2013). Module 1 – Effective, ethical and professional business communication [Blackboard
ecourse]. In ORG 536 – Today’s changing workplace and communication in today’s organizations (p. 1-2). Greenwood Village, CO: Author.
Colorado State University-Global Campus. (2013). Module 2 -- Intercultural communications. [Blackboard ecourse]. In ORG 536 – The
international workplace (p. 1). Greenwood Village, CO: Author. Colorado State University-Global Campus. (2013). Module 3 – The
writing process. [Blackboard ecourse]. In ORG 536 – Writing (p. 3). Greenwood Village, CO: Author.
Colorado State University-Global Campus. (2013). Module 4 – Workplace communication: Digital media and persuasive messages.
[Blackboard ecourse]. In ORG 536 – Technologies enhance business communications (p. 1). Greenwood Village, CO: Author.
Guffey, M., & Loewy, D. (2011). Business communication: Process and product. (7th ed.). Independence, KY: Cengage Learning.
Howard, R. M. (n.d.). Reports. Retrieved from http://wrt-howard.syr.edu/Handouts/reports.htm
References