Week 8 presentation

Business
Communication
BEST PRACTICES
B Y: R . A A RON SHI F F L E T
ORG: 5 3 6 CONT EMPORA R Y BUS INE S S WR IGHT ING & COMMUNI C AT ION
DR . ROB E R T OL S Z EWS K I
NOV EMB E R 22 , 2 0 1 4

Purpose of the Course:
The Purpose of the course is to present best practices in business
communication related to the following topics:
1. Effective and ethical business communication
2. Professionalism in the workplace
3. Intercultural business communication
4. Writing tips for the business professional
5. The use of electronic messages and digital media for business
communication
6. Positive and negative messages
7. Business presentations
8. Business reports, plans and proposals

What are Best Practices?
o Standard Definition:
• Best Practices are – “the most effective and efficient method of achieving any
objective or task (Best Practice, 2007).”
o In Business:
• Best Practices are – “documented strategies, activities and approaches shown
through research and evaluation to be effective at driving the highest levels of
excellence in productivity, profitability and competitiveness (Heffes, 2002).”

Definitions:
1. Effective and Ethical Business Communication
oDefinition 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 communicates
ethical behavior and standards to the organization.
oDefinition of Effective:
• Something is effective if it produces the intended or planned result.

Malpractice & Common Practice:
oMalpractice:
• Morals in business are disregarded by:
• Little or no written standards, policies or procedures regarding ethical behavior related to
ethnic, 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 and
procedures.

Best Practice:
oBest Practice Measures Include:
• Written Mission, Vision and Values Statements that are written with a base of
sound ethical principles.
• Written Policies and Procedures that address effectively address ethics related
to ethnic, religious, age and sexual discrimination and communication.
• Written Policies and Procedures that address standards of honesty and integrity
with clients, customers and staff.
• Complete promotion, commitment and example from executive and senior
leaders.
• Leaderships example is shown in the face of incidents by responding according to the
organizations 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

Definitions:
2. Professionalism In The Workplace
oDefinition 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

oMalpractice:
• 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 demeanor
oCommon 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

Best Practice:
If individuals are already have good work knowledge, competency,
integrity, honest behavior, accountability, remain calm under pressure and
maintain a professional image, than the goal of best practice in relation to
professionalism 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 you
desire (Robbins, 2014).”

Definitions:
• 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
• Translators
o Electronic Communications
• Phone - Email
• Text - Instant Messaging (IM)
• Websites
o Written Texts
• Reports - Forms
• Letters

oMalpractice:
• 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 cultures
oCommon 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

Best Practice:
Best Practices in Intercultural Business Communications Focuses on Development in
the Following Areas (Comfort, 2011):
o Knowledge
• Developing an understanding and strong knowledge about the culture you are interacting with
o Skills
• Developing the Skills to communicate with the cultures you are working with
• Language Skills - Writing Skills
o Attitudes
• Developing a deep appreciation for the history, and needs of other cultures
o Personal Qualities
• Developing a stronger sense of integrity, honesty and trustworthiness
o Motives
• Developing win-win solutions for business and others

Definitions:
oDefinition 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 will
always have an audience (Gibson, 2011)."

oMalpractice:
• Business Writing Malpractice in the workplace include:
• Slang Terms and abbreviations
• Inappropriate or foul language
• Lack of detail or scope
• Lack of formality
oCommon 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

Best Practice:
Best Practices in writing for business professionals focuses on Development in the
Following 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 presented
o Form
• Write using formal templates help to streamline this process
• Use gender neutral language
• Use good punctuation, spelling and grammar – Proof read
o Tone
• Ensuring the tone of the writing reflects the intended attitude and emotion in relation to the
context
• The message should convey confidence, sincerity and nondiscrimination

Definitions:
5. The use of electronic messages and
digital media for business communication
o Def inition of Electronic Messages and Digital Media
• Electronic Messages and Digital Media are forms of text, audio, video and
images transmitted from one user to another via some of the following
methods:
• Text Messages
• Instant Messages (IM)
• Email
• Websites
• Wiki sites
• File Sharing Services
• Video Conferencing Services
• Social Media

o Malpractice:
• Malpractice in the use of electronic messages and digital media:
• Transmitting pornographic & other inappropriate materials
• Sloppy text writing
• Inappropriate messages
o 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

Best Practice:
Electronic Messages (Hankey, 2009):
• Address it last: Don’t 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 IM’s 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

Definitions:
6. Positive and Negative Messages
oPositive Messages:
• Positive Messages are those that or intended to deliver
good, or positive news
oDefinition of Negative Messages
• Negative Messages are those that are intended to deliver
bad, or negative news.

oPositive News Malpractice:
• Positive Messages
• Gives mixed messages
• Inadequate information or detail
• Offers no steps going forward
• Takes inappropriate credit for good news
oPositive News Common Practice:
• Gives appropriate level of detail
• Gives credit to those who eared it
• Offers opportunities and advancements
with the good news.
• Gives clear messages regarding the
news.
oNegative News Malpractice:
• Negative Messages
• Overly harsh in delivery
• Gives more or less information than is needed
• Remains vague regarding the issue
• Offers no solutions
oNegative News Common Practice:
• Gives appropriate level of detail
• Is sensitive to those who receive the
information
• Gives reasons for the negative news
• Gives reasonable action plans to correct
the issue.

Best Practice:
o 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 manner
to the appropriate people
• Messages contain both the news and the
supporting documentation for the news.
• Supporting documentation may include
profitability reports, awards and
accomplishments etc…
• Messages are written using positive
language that conveys excitement
• Messages include steps moving forward
• These may include future goals and ambitions
oNegative News Best Practice (Morrow,
2011):
• The message should be simple and keep to
the facts
• Messages should be sent to only those who
should know
• Messages should contain appropriate
language
• Soften the negatives with benefits
• Messages should be clear and concise
• Messages should transition into positive steps
being taken to remedy the situation
• The message should outline a plan moving
forward
• These may include future goals and ambitions
• This should make up the bulk of the message

Definitions:
7. Business Presentations
oDefinition 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 business
specific information, instruction or proposition to another individual or
group

oMalpractice:
• 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 topic
oCommon 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

Best Practice:
“By failing to prepare, you are preparing to fail – Benjamin Franklin (Quotes on
Preparation, 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, Video’s etc…
• Showtime
• Be expert enough to anticipate and answer audience questions
• Be confident and engaging with the audience and the material

Definitions:
o Def inition of Business Reports (Business Dictionary, 2014)
• A report is a document containing organized information.
• Utilizes narrative, graphic or tubular forms
o Def inition of Business Plans
• A plan is a written account of intended future actions
• Utilizes time frames, details and responsibilities
o 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

o Malpractice:
• Reports
• Lack of key details
• Lack of organization and logical
progression
• Lack of good grammar, spelling and
punctuation
• Plans
• Lack of details
• Lack of written actions to be taken
• Lack of responsibility
• Proposals
• Vague articulation
• Unclear in purpose
o Common Practice:
• Reports
• Outlined key details
• Organized and logical
• Spelling and grammar in good order
• Plans
• Strong articulation and illustration of
details
• Defined actions to be taken
• Defined roles and responsibilities
• Proposals
• Purpose clearly identified and articulated
• Details and examples clearly identified and
presented

Best Practice:
o Reports (González, 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 first
and show how the report answers or solves those issues
o 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 identified
o 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

Conclusion
oBest Practice Principles in Business Communication are:
• Strategies and approaches to business communication that is
designed to achieve the most effective and desirable results
• Those strategies outlined in this presentation are general best
practices for most businesses
• Additional research and information may be needed for individual business
cases and needs
• If individuals are able to fully define the task (IE: what needs
communicated to whom and by what mechanism) they can then
research the common practice and then excel towards best practices

Thank You
B Y: R . A A RON SHI F F L E T
ORG: 5 3 6 CONT EMPORA R Y BUS INE S S WR IGHT ING & COMMUNI C AT ION
DR . ROB E R T OL S Z EWS K I
NOV EMB E R 22 , 2 0 1 4

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 What’s Right: Communicating Business Ethics. Business Communication Quarterly, 74(3), 287-288.
doi:10.1177/1080569911413813
• DUMBRAVÃ, G., & KORONKA, A. (2008). BASIC ASPECTS OF EFFECTIVE BUSINESS WRITING. Annals Of The University Of
Petrosani Economics, 8(1), 171-176.
• Gibson, P. (2011). The World of Customer Service (3rd ed.). Mason, OH: South Western - Cengage Learning.
PG 1

References:
• Hanke, S. (2009, June 16). How to Create E-Mails That Generate Action. Retrieved November 23, 2014, from
http://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 PRACTICES…BY Definition. Financial Executive, 18(2), 44-45.
• Intercultural Communication Law & Legal Definition. (n.d.). Retrieved November 23, 2014, from
http://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, from
http://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

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, from
http://www.businessdictionary.com/definition/report.html
• Wrench, J. S. (2013).Workplace Communication for the 21st Century : Tools and Strategies That Impact the Bottom Line. Santa
Barbara, Calif: Praeger/ABC-CLIO.
PG 3

Week 8 presentation

More Related Content

Viewers also liked (11)

Similar to Week 8 presentation (20)

Recently uploaded (20)

Week 8 presentation