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- 1. Better Business Writing and Communication Presented By Amanda R. McGrath ORG 536 – Contemporary Business Writing and Communications Colorado State University – Global Campus Dr. Robert Olszewski September 28, 2014
- 2. Overview • Effective and Ethical Communication • Professionalism in the Workplace • Intercultural Business Communication • Writing Tips for the Business Professional
- 3. Overview • Electronic Messages & Digital Media • Positive and Negative Messages • Business Presentations • Business Reports, Plans and Proposals
- 4. Effective and Ethical Communication • Definition of Ethics: rules of behavior based on ideas about what is morally good and bad (Merriam-Webster, 2014) • There is No Universal Ethical Standard – Constantly evolving as individuals experience different life events (Velasquez, Andre, Shanks & Meyer, 2010) – Is based on “well-founded standards of right and wrong…” (Velasquez, Andre, Shanks & Meyer, 2010)
- 5. Effective and Ethical Communication • Actions Commonly Accepted as Immoral (Velasquez, Andre, Shanks & Meyer, 2010) – Lying – Cheating – Stealing – Murder • Effective Communication is Tailored to the Audience
- 6. Effective and Ethical Communication • Choosing the Right Medium Channel Best Use E-mail When you need feedback but not immediately. Lack of security makes it problematic for personal, emotional, or private messages. Face-to-face conversation When you need a rich, interactive medium. Useful for persuasive, bad-news, and personal messages. Fax When your message must cross time zones or international boundaries, when a written record is significant, or when speed is important. Instant message When you are online and need a quick response. Useful for learning whether someone is available for a phone conversation. Letter When a written record or formality is required, especially with customers, the government, suppliers, or others outside an organization. Phone call When you need to deliver or gather information quickly, when nonverbal cues are unimportant, and when you cannot meet in person. Note. Adapted from Business communication: Process and product (7th ed.), p. 116, by Guffey, M., & Loewy, D. 2011, Independence, KY: Cengage Learning.
- 7. Professionalism in the Workplace • Professional Image – Most favorably regarded traits trustworthiness, caring, humility, and capability (Stark, 2005) – It is important to manage your image, remain credible and authentic (Stark, 2005) – Professional business attire prevents a sloppy appearance (Feloni and Nudelman, 2014)
- 8. Professionalism in the Workplace • Tips to Control Your Image (Jannsen, 2009) – Search yourself online – Make online accounts private accounts – Ensure all voicemail/email automatic responses are professional if using a personal account for business Amanda McGrath
- 9. Intercultural Business Communication • Changing Demographics – American population – Multinational businesses • Cultural Communication Differences – Customs and courtesies – Cultural values
- 10. Intercultural Business Communication • Fostering a Diverse Working Environment (McGrath, 2014) – Hiring, retaining, and promoting minorities – Minority community interaction – Hold management accountable for diversity efforts – Create a culture of belonging – Match diversity at all levels
- 11. Writing Tips for the Business Professional • Use the 3-x-3 Writing Process (Guffey & Loewy, 2011) – Prewriting • Analyze, Anticipate, Adapt – Writing • Research, Organize, Compose – Revising • Revise, Proofread, Evaluate
- 12. Writing Tips for the Business Professional • Use Writing Resources Like the Ones Below: • Purdue Online Writing Lab • APA Style • University of Illinois at Urbana- Champaign-The Center For Writing Studies
- 13. Electronic Messages & Digital Media • Impact on Modern Businesses Professionals – Constantly connected – Work vs. personal communications • Shorthand in the Business Arena – IM and text – Traditional business writing
- 14. Electronic Messages & Digital Media • Social Media – Pros – Cons – Background checks
- 15. Positive and Negative Messages • Using Social Media to Track Ups and Downs – What’s trending? – Hashtag to bashtag (Hill, 2012) • Well Timed and Appropriate Delivery – Bad news only gets worse with time – Choose the appropriate venue and method
- 16. Business Presentations • Used to Share Information • Keys to a Successful Presentation (McGrath, 2014) – Do your homework – Presentation Aesthetics – Present with Purpose – Engage you audience – Organization
- 17. Keys to a Successful Presentation • Do Your Homework – Research your audience (Presentations: top tips, 2010) – Know your venue (Presentations: top tips, 2010) • Presentation Aesthetics – Make all words visible from far side of the room (Presentations: top tips, 2010) – Avoid distracting graphics (Presentations: top tips, 2010)
- 18. Keys to a Successful Presentation • Present with Purpose – Use effective body language and enthusiasm (Presentations: top tips, 2010) – Focus on crowd by not relying on notes (Presentations: top tips, 2010) • Engage you audience – Solicit feedback/participation (Guffey & Loewy, 2011) – Insert links and use special effects (Guffey & Loewy, 2011) • Organization – Practice aloud and with an audience (Morgan, 2011) – Establish a logical path and flow (Morgan, 2011)
- 19. Business Reports, Plans and Proposals • Purpose of Reports and Proposals – Share information or present data – Convince readers of a position • Formatting – Professional reports and proposals follow a strict framework – Essential elements – Optional elements
- 20. Formal vs. Informal Reports Formal Writing Style Informal Writing Style Use Theses, Research studies, Controversial or complex reports (especially to outsiders) Short, routine reports, Reports for familiar audiences, Noncontroversial reports, Most reports for company insiders Effect Impression of objectivity, accuracy, professionalism, Fairness, Distance created between writer and reader Feeling of warmth, personal involvement, closeness Characteristics Traditionally, no first-person pronouns; use of third person (the researcher, the writer); increasingly, however, first-person pronouns and contractions are beginning to gain acceptance. Absence of contractions (can’t, don’t) Use of passive-voice verbs (the study was conducted), Complex sentences; long words, Absence of humor and figures of speech, Reduced use of colorful adjectives and adverbs, Elimination of “editorializing” (author’s opinions, perceptions) Use of first-person pronouns (I, we, me, my, us, our), Use of contractions Emphasis on active-voice verbs (I conducted the study), Shorter sentences; familiar words, Occasional use of humor, metaphors, Occasional use of colorful speech, Acceptance of author’s opinions and ideas Note. Adapted from Business communication: Process and product (7th ed.), p. 353, by Guffey, M., & Loewy, D. 2011, Independence, KY: Cengage Learning.
- 21. Conclusion • Effective and Ethical Communication • Professionalism in the Workplace • Intercultural Business Communication • Writing Tips for the Business Professional
- 22. Conclusion • Electronic Messages & Digital Media • Positive and Negative Messages • Business Presentations • Business Reports, Plans and Proposals
- 23. References • ethics. 2014. In Merriam-Webster.com. Retrieved August 19, 2011, from http://www.merriam-webster.com/dictionary/ethics • Feloni, R., & Nudelman, M. (2014, August 05). How to dress like a leader in any work environment. Retrieved from http://www.businessinsider.com/how-to-dress- for-work-business-attire-2014-8 • Frenkel, K. A. (2014). The Rise of Business Texting. CIO Insight, 1-16. Retrieved from https://eds-b-ebscohost-com. csuglobal.idm.oclc.org/ehost/detail/detail?vid=2&sid=b6052ba1-56ab- 44c2-881b- 65e1c1d9bd87%40sessionmgr115&hid=109&bdata=JnNpdGU9ZWhvc3QtbGl2 ZQ%3d%3d#db=buh&AN=94966442 • Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.). Independence, KY: Cengage Learning. • Hill, K. (2012, January 24). #mcdstories: When a hashtag becomes a bashtag. Retrieved from http://www.forbes.com/sites/kashmirhill/2012/01/24/mcdstories-when-a- hashtag-becomes-a-bashtag/
- 24. References • Jannsen, M. (2009). Social Networking and e-Professionalism. American Journal Of Health-System Pharmacy, 66(18), 1672. • McGrath, A. (2014). The benefit of cultural diversity in the workplace. Unpublished manuscript, Colorado State University Global Campus • Morgan, M. (2011, April 1). 9 quick tips for successful presentations from a steve jobs event. Retrieved from http://www.forbes.com/sites/nickmorgan/2011/04/01/9-quick-tips-for-successful-presentations- from-a-steve-jobs-event/ • Plester, B., Wood, C., & Bell, V. (2008). Txt msg n school literacy: does texting and knowledge of text abbreviations adversely affect children's literacy attainment?. Literacy, 42(3), 137-144. doi:10.1111/j.1741-4369.2008.00489.x • Presentations: top tips. (2010). Operations Management (1755-1501), 36(6), 40- 41. Retrieved from https://eds-b-ebscohost-com. csuglobal.idm.oclc.org/ehost/pdfviewer/pdfviewer?sid=7f0fd270-e822-4b70- aaa3-9c2c8f3cd013%40sessionmgr114&vid=12&hid=105
- 25. References • Stark, M. (2005, June 20). Creating a positive professional image. Retrieved from http://hbswk.hbs.edu/item/4860.html • Velasquez, M., Andre, C., Shanks, T., & Meyer, M. J. (2010). What is ethics?. Retrieved from http://www.scu.edu/ethics/practicing/decision/whatisethics.html
Hinweis der Redaktion
- My name is Amanda McGrath, I am a masters student at Colorado State University, and I would like to take this time to speak about better business writing and communication.
- Topics covered in this presentation will include, Effective and Ethical Communication, Professionalism in the Workplace, Intercultural Business Communication, and Writing Tips for the Business Professional.
- As well as Electronic Messages and Digital Media, Positive and Negative Messages, Business Presentations, and finally Business Reports, Plans and Proposals
- Ethics can be defined as rules of behavior based on ideas about what is morally good and bad (Merriam-Webster, 2014). The only problem here is that there is no universal ethical standard. That is to say that individual ethics evolve based on the life experiences and are based upon “well-founded standards of right and wrong…” (Velasquez, Andre, Shanks & Meyer, 2010).
- While there is no singular universally applicable ethical standard, there are things that are commonly accepted as immoral. Those are lying, cheating, stealing, and murder (Velasquez, Andre, Shanks & Meyer, 2010). Actions outside of these do not mean they are moral, just that in todays global businesses lying, cheating, stealing, and murder are all things that would be viewed negatively by a majority of international partners and customers. That said, communication is central to preserving the image of a company. Effective communication ensures the message and its delivery are tailored to the audience. This includes crafting a message the audience needs/wants to hear, and choosing the appropriate channel for delivery.
- Choosing the right channel for delivery is one of the most important parts of communication. The chart, adapted from one found in Business communication: Process and product (7th ed.), shows some common channels of communication and when they are best used.
- Professionalism in the workplace starts before an employee even enters a room. Employers value trustworthiness, caring, humility, and capability (Stark, 2005). These traits are often associated with professional employees, once possessed it is important to maintain that image (Stark, 2005). Professional image comes not only from how one conducts themselves but what they wear. Professional business provides a guidelines to avoid appearing sloppy at work (Feloni and Nudelman, 2014).
- The following tips are provided by Jannsen (2009). First, search yourself online, it is important to control how you appear to others. Secondly, make all online accounts private, this makes it more difficult for information to be released to outside parties. Finally, ensure that any account or device used for business have professional voicemails and/or automatic email replies.
- American demographics are rapidly coming more diverse (Guffey and Loewy, 2011). Not only is America becoming coming more diverse but so are the American companies themselves. Businesses now reach across continents, and have members from all backgrounds working within them and even serving on the boards. Different cultures communicate differently. For example, Americans tend to be direct, and to the point. Whereas Latin small talk, and coffee could be had for hours before business is discussed (Guffey and Loewy, 2011). Cultural values are another area that differs when it comes to business communications. Americans value individual success, by comparison Japanese business professionals place a higher value on the team (Guffey and Lowey, 2011). These ideas can conflict if not kept in mind when interacting with intercultural partners.
- CITE PAPER.
- Please look at these resources to make your writing better. Purdue OWL and APA Style are great resources for formatting academic and professional works. The Center For Writing Studies is an excellent resource when you want to learn more about grammar and punctuation.
- Today’s business professionals are continuously plugged in, due largely to WiFi and mobile computing devices. This has allowed employees to be connected to their company 24/7. While this has some advantages, such as being able to call the proverbial audible, it also has employees desiring greater separation of business and personal communications in their down time (Frankel, 2014). Text messaging has led to a rising concern that shorthand used in IM and text is damaging traditional business writing. 67% of business professionals use text messaging work (Frankel, 2014). Text and IM have a place in the workplace, but it does not replace more traditional writing. Early research shows that there is not much impact on the writing ability of children who also text (Plester, Wood, and Bell, 2008). Demonstrating that schools are teaching the separation of text and formal business writing.
- Social media has many benefits and is almost a necessity in today’s professional business arena. However there are some downsides to using social media. By comparison to other forms of communication social media is fairly young. Willingly sharing personal information has led to social media being exploited being used now as an additional screening tool used by potential employers.
- Social media can be a valuable tool when looking to see what’s hot and what’s not. Social media sites have apps that show what potential customers are interested in. The potential for businesses to see what their consumers are saying and and correct that is a major benefit for companies that employ social media. Unfortunately, a well intentioned campaign can backfire. Which is exactly what happened with McDonald’s a Twitter campaign to have customers share their positive experiences came to a screeching halt when instead of sharing good stories customers shared horror stories (Hill, 2012). We have all heard the old adage bad news only gets worse with time. That holds true in today’s business environment as well. Good news travels fast is usually shared rapidly and widely. Bad news one the other hand is not. In either case the right time and method of delivery is key to how well the message is received (Guffey and Lowey, 2011).
- Presentations are a way to share information that interacts with the audience. This gives viewers a chance to not only see what you are trying to say, but hear and ask questions to the presenter. There are five keys that a presenter should take into consideration when preparing a multimedia presentation. The next few slides will cover those five keys.
- Researching background information on who you will be presenting to and why, where and when the event will take place is the starting point for any presentation (Presentations: top tips, 2010). It is also important to take aesthetics into consideration when preparing. The slides should be easily read from across the room, and graphics should compliment the presentation without distracting the audience (Presentations: top tips, 2010).
- Presenting with purpose seems simple, but can be quite difficult for some. We have all seen presentations where the briefer overused verbal pauses (like um) and read notes directly from a paper. Effective presenters make use of subtle body language, and ditch the notes in favor of interacting with their purpose for being there, the audience (Presentations: top tips, 2010). Interacting with the audience is key in making sure the audience walks away with your words in their heads. Ways to get them to engage with you is to solicit feedback/participation and insert links to supporting materials (Guffey & Lowey, 2011) The final key to a successful presentation is to ensure that the presentation is well organized and flows (Morgan, 2011).
- Reports are designed to do just that, report. They are a vital part of business environment used to share data or operations, proposals on the other hand, look to convince readers of the authors position (Guffey and Loewy, 2011). Format is important when drafting reports and proposals. Guffey and Loewy (2011) break out elements that are required in formal reports versus informal reports. Core elements include introduction, background, problem, purpose, staffing, budget, and authorization (Guffey and Loewy, 2011)
- This table graphically demonstrates the differences between formal and informal writing styles when drafting reports.