1. 1. BusinessCommunicationBEST PRACTICESB Y: R . A A RON SHI F F L E TORG: 5 3 6 CONT EMPORA R Y BUS INE S S WR IGHT ING & COMMUNI C AT IONDR . ROB E R T OL S Z EWS K INOV EMB E R 22 , 2 0 1 4
2. 2. Purpose of the Course:The Purpose of the course is to present best practices in businesscommunication related to the following topics:1. Effective and ethical business communication2. Professionalism in the workplace3. Intercultural business communication4. Writing tips for the business professional5. The use of electronic messages and digital media for businesscommunication6. Positive and negative messages7. Business presentations8. Business reports, plans and proposals
3. 3. What are Best Practices?o Standard Definition: Best Practices are the most effective and efficient method of achieving anyobjective or task (Best Practice, 2007).o In Business: Best Practices are documented strategies, activities and approaches shownthrough research and evaluation to be effective at driving the highest levels ofexcellence in productivity, profitability and competitiveness (Heffes, 2002).
4. 4. Definitions:1. Effective and Ethical Business CommunicationoDefinition of Ethics: Ethics are moral concepts and philosophies of wright and wrong. Something is ethical, if it is considered morally right (DeKay, 2011).oDefinition of Ethical Business Communication: Ethical Business Communication is the way in which a business communicatesethical behavior and standards to the organization.oDefinition of Effective: Something is effective if it produces the intended or planned result.
5. 5. Malpractice & Common Practice:1. Effective and ethical business communicationoMalpractice: Morals in business are disregarded by: Little or no written standards, policies or procedures regarding ethical behavior related toethnic, religious, age and sexual discrimination and communication. Little or no written standards regarding honesty and integrity. Leadership example of, or indifference toward unethical behavior. No set of best practices can salvage an organization built on an unethical foundation(Wrench, 2013).oCommon Practice: Morals in business are often communicated through: Policies and procedures that address organizational standards or morals regarding ethnic,religious, age and sexual discrimination and communication. Policies and procedures that address standards of honesty with clients, customers and staff. Leadership expects ethical behavior from their staff in accordance with their policies andprocedures.
6. 6. Best Practice:1. Effective and ethical business communicationoBest Practice Measures Include: Written Mission, Vision and Values Statements that are written with a base ofsound ethical principles. Written Policies and Procedures that address effectively address ethics relatedto ethnic, religious, age and sexual discrimination and communication. Written Policies and Procedures that address standards of honesty and integritywith clients, customers and staff. Complete promotion, commitment and example from executive and seniorleaders. Leaderships example is shown in the face of incidents by responding according to theorganizations Mission, Vision, Values, Policies and Procedures. In order to avoid crisis (Wrench, 2013): Plan in Advance Acknowledge public concern, including underrepresented populations Accept uncertainty, but always be open and honest Update the plan and key organizational guiding documents
7. 7. Definitions:2. Professionalism In The WorkplaceoDefinition of Professionalism: Professionalism is the conduct, aims or qualities of a professional in regards to(Mind Tools, 2014): Specialized Knowledge: Education, Experience and Training Competency: Understanding of their roles and responsibility Honesty and Integrity: Two core attributes of professionals Accountability: Taking responsibility for ones own actions Self Regulation: Staying professional under pressure Image: Maintaining a professional look, demeanor and mannerisms at all times
8. 8. Malpractice & Common Practice:2. Professionalism In The WorkplaceoMalpractice: Professionalism Malpractice in the workplace includes: Lack of knowledge or competency of the job or position Duplicitous, deceitful or dishonest behavior Unwilling to take responsibility for their actions Temperamental, irritable and rude Sloppy, unkempt appearance and demeanoroCommon Practice: Professionalism Common Practice in the workplace includes: General knowledge & competency of the job or position General Honest behavior and integrity General willingness to take responsibility for their actions Generally good to be around, with positive demeanor and self control General good appearance with dress, grooming and mannerisms
9. 9. Best Practice:2. Professionalism In The WorkplaceIf individuals are already have good work knowledge, competency,integrity, honest behavior, accountability, remain calm under pressure andmaintain a professional image, than the goal of best practice in relation toprofessionalism in the workplace would be to:Strengthen Those Qualities.Best Practice Measures Include: Professional Development Courses and Requirements Education Opportunities Guest Speakers Tuition Reimbursement etc Mentoring and Coaching Programs Success leaves clues; you can model others who have achieved the same things youdesire (Robbins, 2014).
10. 10. Definitions:3. Intercultural business communication Definition of Intercultural Communication: Intercultural Communication Is: The communication that takes place between individuals of differing ethic, linguistic,cultural and religious backgrounds (Intercultural Communication Law & Legal Definition,2014). Types of Intercultural Business Communication Include:o In Person Communications Meetings Translatorso Electronic Communications Phone - Email Text - Instant Messaging (IM) Websiteso Written Texts Reports - Forms Letters
11. 11. Malpractice & Common Practice:3. Intercultural business communicationoMalpractice: Intercultural Communication Malpractice in the workplace include: Disregard for cultural, religious, or ethnic differences. Insensitivity towards concerns and interests of those from differing cultures Lack of interests in understanding those from differing culturesoCommon Practice: Intercultural Communication Common Practice in the workplace includes: Understand the importance of intercultural communication Takes into account cultural differences Is sensitive towards intercultural concerns Is interested in understanding the needs and wants of those from other cultures Recognizes this as important to business development and competitive advancement
12. 12. Best Practice:3. Intercultural business communicationBest Practices in Intercultural Business Communications Focuses on Development inthe Following Areas (Comfort, 2011):o Knowledge Developing an understanding and strong knowledge about the culture you are interacting witho Skills Developing the Skills to communicate with the cultures you are working with Language Skills - Writing Skillso Attitudes Developing a deep appreciation for the history, and needs of other cultureso Personal Qualities Developing a stronger sense of integrity, honesty and trustworthinesso Motives Developing win-win solutions for business and others
13. 13. Definitions:4. Writing tips for the business professionaloDefinition of Effective Business Writing: Effective business writing is clear, concise and courteous. It takes into account the audience and their interests It often contains an objective"Regardless of the changes in technology,the market for well-crafted messages willalways have an audience (Gibson, 2011)."
14. 14. Malpractice & Common Practice:4. Writing tips for the business professionaloMalpractice: Business Writing Malpractice in the workplace include: Slang Terms and abbreviations Inappropriate or foul language Lack of detail or scope Lack of formalityoCommon Practice: Business Writing Common Practice in the workplace includes: Professional and appropriate language Logical progression Contains detail and purpose for the writing Is written with official letterhead and logo Is formal in structure
15. 15. Best Practice:4. Writing tips for the business professionalBest Practices in writing for business professionals focuses on Development in theFollowing Areas (Dumbrava & Koronka, 2008):o Content: Should Contain The focus and purpose Audience: Ensure that the content is appropriate for and aimed towards the right audience Organization: Ensure that the information is organized logically and easy to follow Development: Ensure that the right amount and type of details and information are presentedo Form Write using formal templates help to streamline this process Use gender neutral language Use good punctuation, spelling and grammar Proof reado Tone Ensuring the tone of the writing reflects the intended attitude and emotion in relation to thecontext The message should convey confidence, sincerity and nondiscrimination
16. 16. Definitions:5. The use of electronic messages anddigital media for business communicationo Def inition of Electronic Messages and Digital Media Electronic Messages and Digital Media are forms of text, audio, video andimages transmitted from one user to another via some of the followingmethods: Text Messages Instant Messages (IM) Email Websites Wiki sites File Sharing Services Video Conferencing Services Social Media
17. 17. Malpractice & Common Practice:5. The use of electronic messages anddigital media for business communicationo Malpractice: Malpractice in the use of electronic messages and digital media: Transmitting pornographic & other inappropriate materials Sloppy text writing Inappropriate messageso Common Practice: Common Practice in the use of electronic messages and digital media: Submitting reports with appropriate graphics Transmitting appropriate work related images, videos & graphics
18. 18. Best Practice:5. The use of electronic messages anddigital media for business communicationElectronic Messages (Hankey, 2009): Address it last: Dont attach who the message is going to until you compose the message. This would help to ensure a message does not go to the wrong person. Ensure that any attachment is appropriate for the message being sent Use a topic in emails and IMs that will grab attention Make your message actionable: Write it in a way that elicits a response. Be carful with tone: Writing in all caps give the appearance of SHOUTING
19. 19. Definitions:6. Positive and Negative MessagesoPositive Messages: Positive Messages are those that or intended to delivergood, or positive newsoDefinition of Negative Messages Negative Messages are those that are intended to deliverbad, or negative news.
20. 20. Malpractice & Common Practice:6. Positive and Negative MessagesoPositive News Malpractice: Positive Messages Gives mixed messages Inadequate information or detail Offers no steps going forward Takes inappropriate credit for good newsoPositive News Common Practice: Gives appropriate level of detail Gives credit to those who eared it Offers opportunities and advancementswith the good news. Gives clear messages regarding thenews.oNegative News Malpractice: Negative Messages Overly harsh in delivery Gives more or less information than is needed Remains vague regarding the issue Offers no solutionsoNegative News Common Practice: Gives appropriate level of detail Is sensitive to those who receive theinformation Gives reasons for the negative news Gives reasonable action plans to correctthe issue.
21. 21. Best Practice:6. Positive and Negative Messageso Positive News Best Practice (Morrow,2011): Start with the Good News Provide Background Information Clarify any questions that may come up Messages are delivered in a timely mannerto the appropriate people Messages contain both the news and thesupporting documentation for the news. Supporting documentation may includeprofitability reports, awards andaccomplishments etc Messages are written using positivelanguage that conveys excitement Messages include steps moving forward These may include future goals and ambitionsoNegative News Best Practice (Morrow,2011): The message should be simple and keep tothe facts Messages should be sent to only those whoshould know Messages should contain appropriatelanguage Soften the negatives with benefits Messages should be clear and concise Messages should transition into positive stepsbeing taken to remedy the situation The message should outline a plan movingforward These may include future goals and ambitions This should make up the bulk of the message
22. 22. Definitions:7. Business PresentationsoDefinition of a Presentation: A presentation is a form of formal communication A presentation is a formal activity in which an individual gives information,instruction or proposition to another individual or group.oBusiness Presentation: A business presentation is an activity in which an individual gives businessspecific information, instruction or proposition to another individual orgroup
23. 23. Malpractice & Common Practice:7. Business PresentationsoMalpractice: Presenter uses talking points or poor material Presenter shows a lack of confidence Presenter has a lack of preparation Presenter has a lack of information Presenter shows disinterest in the audience and the topicoCommon Practice: Presenter uses prepared power point Shows a level of preparation Presenter uses relevant information and material Presenter shows interest in the audience and the topic Presenter shows an average level of confidence
24. 24. Best Practice:7. Business PresentationsBy failing to prepare, you are preparing to fail Benjamin Franklin (Quotes onPreparation, 2013):o Business Presentations Best Practices (McNeill, 2013): Presentation Development Have an agenda in order Have presentation materials fully prepared prior to presentation Rehearsal Practice giving the presentation Be aware of timing and emphasis for key points Be comfortable and adaptable to the audience Be familiar with technological needs for the presentation Power Points, Videos etc Showtime Be expert enough to anticipate and answer audience questions Be confident and engaging with the audience and the material
25. 25. Definitions:8. Business reports, plans and proposalso Def inition of Business Reports (Business Dictionary, 2014) A report is a document containing organized information. Utilizes narrative, graphic or tubular formso Def inition of Business Plans A plan is a written account of intended future actions Utilizes time frames, details and responsibilitieso Def inition of Business Proposals A proposal is a documented proposition for A course of action A service to provide A change of policy or procedure
26. 26. Malpractice & Common Practice:8. Business reports, plans and proposalso Malpractice: Reports Lack of key details Lack of organization and logicalprogression Lack of good grammar, spelling andpunctuation Plans Lack of details Lack of written actions to be taken Lack of responsibility Proposals Vague articulation Unclear in purposeo Common Practice: Reports Outlined key details Organized and logical Spelling and grammar in good order Plans Strong articulation and illustration ofdetails Defined actions to be taken Defined roles and responsibilities Proposals Purpose clearly identified and articulated Details and examples clearly identified andpresented
27. 27. Best Practice:8. Business reports, plans and proposalso Reports (Gonzlez, 2008) Reports should be written in the following stages: Development The report should answer some very specific questions and be organized accordingly Fortification The report should be backed by accurate data, and facts Refinement Clear and concise language should be used Presentation The report should be organized to lead with the issues IE: present the large issues firstand show how the report answers or solves those issueso Plans Plans are written to outline an intended future action Objectives must be clearly outlined and the plan written around how to accomplish those objectives Background, details, supporting documentation and roles and responsibilities must be clearly identifiedo Proposals Written proposals should include Statement of the objective IE: Offering of services, change in policy/procedure, change in direction Background of the objective: Outline the history and facts surrounding the objective Proposed plan to accomplish the objective: Written plan as noted above Alternatives: What other alternatives are available Financial Impact: How much will this change cost or save financially
28. 28. ConclusionoBest Practice Principles in Business Communication are: Strategies and approaches to business communication that isdesigned to achieve the most effective and desirable results Those strategies outlined in this presentation are general bestpractices for most businesses Additional research and information may be needed for individual businesscases and needs If individuals are able to fully define the task (IE: what needscommunicated to whom and by what mechanism) they can thenresearch the common practice and then excel towards best practices
29. 29. Thank YouB Y: R . A A RON SHI F F L E TORG: 5 3 6 CONT EMPORA R Y BUS INE S S WR IGHT ING & COMMUNI C AT IONDR . ROB E R T OL S Z EWS K INOV EMB E R 22 , 2 0 1 4
30. 30. References: Best practice, (2007). Bloomsbury Business Library Business & Management Dictionary, 821. Comfort, J., & Franklin, P. (2011). The Mindful International Manager : How to Work Effectively Across Cultures. London: Kogan Page. Creating Hunger & Drive: 3 Keys to an Extraordinary Life - Tony Robbins Blog. (2014, January 1). Retrieved November 23, 2014,from http://training.tonyrobbins.com/creating-hunger-drive-3-keys-to-an-extraordinary-life/ DeKay, S. H. (2011). Doing Whats Right: Communicating Business Ethics. Business Communication Quarterly, 74(3), 287-288.doi:10.1177/1080569911413813 DUMBRAV, G., & KORONKA, A. (2008). BASIC ASPECTS OF EFFECTIVE BUSINESS WRITING. Annals Of The University OfPetrosani Economics, 8(1), 171-176. Gibson, P. (2011). The World of Customer Service (3rd ed.). Mason, OH: South Western - Cengage Learning.PG 1
31. 31. References: Hanke, S. (2009, June 16). How to Create E-Mails That Generate Action. Retrieved November 23, 2014, fromhttp://www.businessweek.com/stories/2009-06-16/how-to-create-e-mails-that-generate-actionbusinessweek-business-news-stock-market-and-financial-advice Heffes, E. M. (2002). BEST PRACTICESBY Definition. Financial Executive, 18(2), 44-45. Intercultural Communication Law & Legal Definition. (n.d.). Retrieved November 23, 2014, fromhttp://definitions.uslegal.com/i/intercultural-communication// McNeill, D. (2013). Creating Engaging Virtual Events. Professional Safety, 58(1), 61-62. Mind Tools (2014). Professionalism: Developing this Vital Characteristic. (n.d.). Retrieved November 23, 2014, fromhttp://www.mindtools.com/pages/article/professionalism.htm Morrow, S. (2011). Everything You Need to Know About the Fundamentals of Business Communication. [Newmarket, Ont.]:BrainMass Inc.PG 2
32. 32. References: Quotes on PREPARATION. (n.d.). Retrieved November 24, 2014, from http://www.leadershipnow.com/preparationquotes.html What is report? definition and meaning. (n.d.). Retrieved November 24, 2014, fromhttp://www.businessdictionary.com/definition/report.html Wrench, J. S. (2013).Workplace Communication for the 21st Century : Tools and Strategies That Impact the Bottom Line. SantaBarbara, Calif: Praeger/ABC-CLIO.PG 3