1. BEST PRACTICES IN
BUSINESS WRITING &
COMMUNICATION
Kate Lee
SPRING13-D-8-ORG536-1
Contemporary Business Writing and Communication
CSU-Global
Instructor: Dr. Bobby Olszewski
07/21/2013

2. WHAT EMPLOYERS WANT?
 They expect their employees to be able to work in teams and
interact with each other professionally.
 They want to typically know about four areas: education,
experience, hard skills(technical), and soft skills(knowledge based)
 They want their potential aspects of employees to be able to make
eye contact. Especially when considering a management position.
 They want an employee with good written and verbal skills.

3. SECTION 1
Effective Business Communication

4. PROCESS OF
COMMUNICATION
 Communication is a huge factor to anyone in the workforce or
entering the workforce.
 The process of communication has five phases:
• 1- Sender has an “Idea” or needs to communicate
information.
• 2- Sender encodes or writes the idea or information in a
message.
• 3- Message travels over channel or message goes to receiver.
• 4- Receiver decodes message or receiver reads message
• 5- Receiver than writes down feedback and is sent back to
original message.

5. ORAL COMMUNICATION
 The ability to exchange information in a face to face interaction
helps prevent misunderstandings.
 No delay on receiving a response or asking a question to help you
understand
 An efficient way to develop a consensus when many people must
be consulted.
 You can tell how the person you are relaying the information to
through facial expression feels about the information you are telling
them.

6. DEALING WITH CONFLICT
 Conflict is common in every workplace and team.
 Conflict is not only negative.
 If handled appropriately it can improve decision making, clarify
values. improve team morale, and decrease tensions.
 Following the six-step procedure for dealing with conflict, it can
help you be better prepared to resolve workplace conflict, if
implemented correctly.

7. 1. Listen.
2. Invent New Problem-
Solving Options.
3. Look for a common
ground.
SIX-STEP PROCEDURE FOR
DEALING WITH CONFLICT
4. Show a Concern for the
Relationship.
5. Understand the Other’s
Point of View.
6. Reach an agreement
based on what is fair.
Think of “L.I.L. S.U.R.”

8. WRITTEN
COMMUNICATION
 Written communication is impersonal due to the lack in being
able to see the person and to get instant feed back.
 Written messages provide regulation.
 Writing ideas out on to paper enables you to communicate well
organized, well-considered messages.
 Written documents are also convenient and can back up your
ideas or be a solid document that supplies what you wrote incase it is
taken out of text.

9. SECTION 2
Ethical Business Communication

10.  Deal honestly With Your
Colleagues and Customers, it
Helps Develop Trust and
Respect.
 Know the Laws in Your Field
and Follow Them.
 Tell The truth.
 Give the Facts as They Are.
GOALS OF ETHICAL
COMMUNICATION
 Recognize Your Own Biases
and Strive to Keep Them From
Changing the Message you are
Trying to Get Across.
 Communicate clearly.
 Use inclusive Language.
 Give credit for ideas.

11. TOOLS FOR DOING THE
RIGHT THING
 If you have to second guess what you are doing or ask yourself, “is
what I am doing right?” Most often it is NOT.
 Ask yourself the following:
• Is the action you are considering legal?
• How would you see the problem if you were on the opposite
side?
• What are alternate solutions?
• Can you discuss the problem with someone you trust?
• How would you feel if people you care about learned of your
action?

12. DEALING WITH GOSSIP
 It can be looked at as fun and entertaining, but too many of us do it and
too often.
 Deal with the issue not the person.
 Focus on solutions not the problems.
 Some might even argue that gossip is good because it can help people
learn to behave and how to confront faster than having it become harmful.
 Refuse to be drawn in.

13. HOW TO HANDLE GOSSIP
ETHICALLY
 Run and Stay Away from Anyone Who Starts to Gossip.
• Even if you don’t contribute. Just being there shows that you
are contributing.
 End Rumors About Others
• When someone starts gossiping stop them in their tracks and
put an end to the rumor stating.
 End and Learn to Confront issues that rise about yourself.
• Learn to confront the person that is spreading the rumors
and put a stop to them. Always keep written documentation
to refer back to if needed.

14. NOT ALL GOSSIP IS
HARMLESS!
 Keep Confident.
• Become known as someone who is closed mouthed.
 Limit Personal Information That You Share About Yourself.
• Sharing too much information can be blown out of proportion
and cause gossip.
 Avoid Any Form of Coworker Belittlement.
• Today’s coworker may be tomorrow’s senior vice president.
 Build Coworkers Up.
• Don’t tear your coworkers down. Use the gossip or grape vine
to build your coworkers up. It will help your coworkers to
gain respect.

15. SECTION 3
Intercultural Business Communication

16.  Workplace Attitude
• Your workplace attitude can tell a
lot about your professionalism.
 Attire
• Dress codes are enforced to promote
professionalism.
 Time Management
• Employees show their
professionalism by being on time for
their shifts.
PROFESSIONALISM IN THE
WORKPLACE
 Respect in the Workplaces
• Show respect by avoiding
gossip, turn off phones,
refrain from using
company time for
personal issues.
 Harassment and Bullying
• Show zero tolerance for
any form of harassment
and bullying.

17. INTERCULTURAL
COMMUNICATION ISSUES
 Successful companies have formed and adapted to the global
market. They sell their products in other countries through the web
and stores in those other countries.
 Business communicators need to be aware of their own culture and
how it differs from others.
 They need to adapt their products to meet the needs of the new
consumers and cultures that come along with them to help make
their sales as successful as to the culture they are used to serving.

18.  It is the vital, integral part
of the business world.
 For oral communication to
be effective, it should be clear,
relevant, tactful in
phraseology and tone, concise,
and informative.
SUCCESSFUL ORAL
COMMUNICATION
 Types of oral communication that
are commonly used include staff
meetings, personal discussions, and
presentations.
 Oral communication with those
outside of the company can take form
of face-to-face meetings, telephone
calls, video and teleconferences.

19. SECTION 4
Writing Tips for the Business Professional

20. Prewriting
• Analyze
• Decide on the
purpose.
• Anticipate
• Profile the
audience.
• Adapt
• Decide what
techniques and
strategies you
will use.
WRITING TIPS FOR THE
PROFESSIONAL
 Revising
• Revise
• Is your message
clear and concise?
• Proofread
• Are there grammar
or spelling errors?
• Evaluate
• Does this message
achieve its purpose?
Writing
• Research
• Gather data
to provide
facts
• Organize
• Group similar
info together
• Compose
• Prepare a first
draft.

21. SECTION 5
The Use of Electronic Messages and Digital Media
for Business Communication

22. Electronic Mail
Instant Messaging
Text Messaging
Podcasts
ELECTRONIC & DIGITAL FORMS
OF BUSINESS COMMUNICATION
Blogs
Wikis
Social networking

23. SECTION 6
Dealing with Positive and Negative Messages

24. POSITIVE MESSAGES
 Delivering good news.
 Communicate straight forward requests.
 Communicate straight forward replies.
 Communicate goodwill.
 Messages that lift you up.
 Messages that motivate you.

25. NEGATIVE MESSAGES
 Delivering bad news.
 Sales decreased.
 Communicating negative feedback about negative
customer feedback received.
 May contain: abusive language, and careless
language.
 Can be expected and unexpected at times.

26. SECTION 7
8 Steps in Making a Powerful Multimedia Presentation

27. STEP 1: START WITH THE
TEXT
Make sure the words you are using are clear and
concise and most of all understandable.
Make sure when you add color it is visually
appealing instead of an eye sore.

28. STEP 2: SELECT YOUR
BACKGROUNDS AND FONTS
Select a template that will be most of all appealing to the
eye.
Use consistent font styles and sizes, as well as the same
background throughout the slides.
There are many templates that you can download or pay
for.
Use Times New Roman or Arial font. Font size should be
between 20 and 36.

29. STEP 3: CHOOSE IMAGES THAT
SUPPORT THE INFORMATION
 Images help keep your audience intrigued.
 Can support your information by giving the
audience a visual.
 Make sure, if using images from other sources, that
you obtain a copyright of image if applicable.

30. STEP 4: USE GRAPHICS TO
SIMPLIFY THE INFORMATION.
Graphs can make complex information look simplified.
Helps your audience understand the complex information in a
Lehman’s term kind of way.
Can make your presentation visually appealing to the eye.
Keep in mind when adding graphics that they should be easy
to understand rather than overloading information to your
audience.

31. STEP 5: USE SPECIAL
EFFECTS.
When you use special effects it keeps your audience
focused on your presentation.
Make information appear as you discuss it than all at
once.
Choose your animation with care so that it does not
overpower the presentation.

32. STEP 6: CREATE HYPERLINKS
TO BECOME INTERACTIVE
Add hyperlinks to your sources that you obtain information
on and cite.
You can hyperlink other slides in your presentation, so you
can go back to a previous slide to help solidify a point that you
are trying to make.
A Hyperlink can also connect your presentation to another
file or document in a different program.
<<<<Click the HTTP to be connected to week 6 presentation

33. STEP 7: ENGAGE YOUR
AUDIENCE
It is always good at the end of a presentation have a Q&A.
It gives the audience a chance to ask questions that they
may have thought of during your presentation.
It encourages the audience to discuss your presentation.
It can give you insight about your presentation, and a
beneficial learning experience for the next time you have to
create another presentation.

34. STEP 8: MOVE YOUR
PRESENTATION TO THE INTERNET
When this is done it can be accessible to other
employee’s or people who are seeking information.
It can better other people’s presentations.
Web presentations are an emerging technology that
makes it so that people do not need to leave their office
to go to a presentation.

35. SECTION 8
Business Reports, Business Plans, and Business Proposals

36. Includes:
 Cover
 Title Page
 Letter or Memo of Allowance
 Table of Contents
 List of Illustrations
BUSINESS REPORTS
 Executive Summary
 Introduction, Body, Conclusions
 Recommendations
 Appendix
 Works Cited or References

37. Includes:
 Table of Contents
 Company Description
 Product or Service
Description
 Market Analysis
BUSINESS PLANS
 Operations and Management
 Financial Analysis
 Appendixes

38. Includes:
 Introduction.
 Background, Problem, Purpose
 Proposal, Plan, Schedule
 Staffing.
 Budget
 Authorization Request
Includes informal part
plus the following:
 Title Page
 Table of Contents
 List of Illustrations
 Appendix
BUSINESS PROPOSALS
Informal Formal

39. REFERENCES
 Guffey, M. E., & Dana, L. (2008). Business Communication: Process & Product. Mason: Cengage
Learning.
 Johnson, R. (2013). Topics of Professionalism in the Workplace. Retrieved from Chron:
http://smallbusiness.chron.com/topics-professionalism-workplace-25820.html
 Rosenberg McKay, D. (n.d.). Professionalism: How to Conduct Yourself at Work. Retrieved from
About.com career planning: http://careerplanning.about.com/od/workplacesurvival/a/professionalism.htm
 Soard, L. (2013). How to Avoid Workplace Gossip & Negativity. Retrieved from Chron:
http://smallbusiness.chron.com/avoid-workplace-gossip-negativity-32542.html