1. BEST PRACTICES IN BUSINESS
WRITING AND
COMMUNICATION
Portfolio-Module 8
By Chrystal Robison

2. EFFECTIVE COMMUNICATION
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Communication greatly impacts
business success. How we interpret
communication from others can base
how effective the message will be.
Communication chart (Anderson,
2013).
Effective communication can
improve teamwork, decision making,
and problem solving by using certain
skills (Robinson, Segal, & Segal,
2013).
Required skills for effective
communication:
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Listening
Nonverbal
Managing stress
Emotional awareness
Communication
Tone of
voice
37%
Words said
8%
Facial &
body
language
55%

3. COMMUNICATION CHANNELS
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Businesses engage in communication between different
parties; internally and externally.
Internal communication is between managers and employees,
and peers.
External communication is between the business and the
outside world (Francis, n.d.).
All forms of communication should (James, 2011):
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Be memorable
Be clear
Be brief
Be focused
Be committed

4. COMMUNICATION CHANNELS:
ORAL
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Face-to-face
Phone call
Meeting
Interview
Oral communication can easily gain attention
from the audience and the speaker can gauge
their nonverbal expressions.

5. COMMUNICATION CHANNELS:
WRITTEN
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E-mail
Reports & proposals
Policies & procedures
Website
Text message
Written communication is commonly used in
business today because of the speed and
messages can be tracked and logged.

6. ETHICS IN COMMUNICATION
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Right and wrong- the obligation to do the right thing in
fairness, loyalty, and concern for others. To avoid doing
anything that will harm or cause disrespect to others.
Goals for long-term ethical behavior:
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Abide by the law
Telling the truth
Labeling others
Being objective
Communicating clearly
Using inclusive language
Giving credit
(Guffey & Loewy, 2011)

7. PROFESSIONALISM IN
COMMUNICATION
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Send messages in a clear and concise manner; free of
bias, prejudice, and assumptions.
Inform, motivate, and persuade the listener.
To effectively train employees of policies and
procedures.
Effective and thorough communication motivates
employees to work harder, be efficient, and to uphold
the company’s mission statement.
(Papa, n.d.)

8. INTERCULTURAL BUSINESS
COMMUNICATION
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Doing business with markets outside of the United
States.
Having the ability to communicate, negotiate, and
work with other cultures.
Intercultural communication includes the process of
receiving, interpreting, and responding to messages.
Be prepared and have knowledge of the culture
communicating with. Avoid stereotyping and use
credible sources when doing research.
(Griffith, 2011)

9. WRITING TIPS FOR BUSINESS
PROFESSIONALS
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Know your audience-visualize you are them
and what they want to hear.
Analyze the purpose of the communication
and select the proper communication channel,
answer the following:
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Who? What? When? Where? Why? and How?
(Khan, 2007)

10. ELECTRONIC MESSAGES
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Businesses can communicate externally to
prospective and current customers, suppliers and
vendors, and potential employees.
Used internally to communicate with employees to
inform, make requests, make announcements, share
documents, and much more.
(Austin, n.d.)

11. FROMS OF ELECTRONIC MESSAGING
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E-mail- allows the sender to select one receiver or multiple
recipients. Appropriate for short messages that are to the point.
Should not be lengthy or used for sensitive or confidential
information.
Instant Messaging (IM)- the exchange of messages in realtime. Allows the user to chat privately in an open-space
setting.
Text messaging- used to send very short messages person-toperson. Avoid jargon, slang, and abbreviations; messages may
be confusing and unprofessional.
(Guffey & Loewy, 2011)

12. DIGITAL MEDIA
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Websites, blogs, social networking sites
Platforms to network and connect with people
geographically and to promote business products and
services.
Digital media is about interacting with the audience.
Take time to respond to comments and questions,
give feedback, and have natural conversations.
(Kayode, 2014)

13. POSITIVE MESSAGES
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Maintaining positive business communication portrays a
positive company image, employee retention, and a growing
customer base.
Can be communicated via e-mail, memos, letters, phone calls
and exchanged internally and externally.
Positive messages are uplifting and constructive, and empower
the individual or group.
Used to provide solutions and directions, motivate and inspire,
and create a positive company culture.
(Papa, n.d.)

14. NEGATIVE MESSAGES
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Negative news can impact the company, employees,
and customers. If conveyed effectively ill feelings
and anger can be reduced.
Effective ways to deliver negative news:
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Explaining clearly and completely
Projecting a professional image
Conveying empathy and sympathy
Being fair
Maintaining friendly relations
(Guffey & Loewy, 2011)

15. NEGATIVE MESSAGES
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Two strategies for delivering negative news: direct and indirect.
Direct- the audience is aware there is bad news, the reader prefers short
and simple messages, the news is not serious, gains attentions with
firmness.
Indirect- bad news is unexpected, the reader is emotionally invested, must
maintain a healthy working relationship.
Provide news for each strategy in the following manner (Vargas, 2011).
Direct
Indirect
Bad news
Buffer
Reasons
Reasons
Positive
closing
Bad news
Positive
closing

16. BUSINESS PRESENTATIONS
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Inform and educate employees, intrigue potential customers, and share and
encourage the company’s strategy.
Five foundations of a professional appearance:
 Preparation
 Organization
 Audience rapport
 Visual aids
 Delivery
(Guffey & Loewy, 2011)

17. TYPES OF BUSINESS PRESENTATIONS
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Three purposes for a presentations:
 To inform
 To persuade
 To build goodwill
Informational presentations include talks, seminars, proposals, workshops, and
conferences. The presenter shares their knowledge and skills on a specific topic.
Persuasive presentations are to convince the audience to purchase a product or
service. Managers may use persuasive presentations to increase motivation, goals,
and to change.
Goodwill presentations include the community and encourage involvement. To
build goodwill among each other and to build respect for the organization, peers,
colleagues, and superiors.
(BusinessTown.com, n.d.)

18. BUSINESS PRESENTATIONS: VISUAL
AIDS AND MULTIMEDIA
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A presenter can use visual aids to capture the audiences
attention and understanding.
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Flip charts- inexpensive, easy to create and modify
Transparencies- professional, easy to prepare, update, and maintain
Handouts- encourage participation, serve as reference material
Video- gives representation of the content
Props- offers realistic reinforcement
Powerpoint (multimedia slides)- professional, simplistic, easy to follow
(Gufffey & Loewy, 2011)

19. BUSINESS REPORTS: INFORMAL
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Informal- most commonly used internally to share information
provide feedback on findings, report on progress, and
summarize information form larger reports.
Presented in the form of a memo or short essay that includes
an introduction, findings, conclusion, and recommendations.
Clear and concise
Factual and objective
(Richards-Gustafson, n.d.)

20. BUSINESS REPORTS: FORMAL
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Formal reports are written to present findings of an experiment or research.
The language should be simple and lucid so the reader understands the
report.
Format for a formal report:
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Cover page
Introductory
Table of contents
Abstract
Outline
Introduction to the report
Body of the report
Conclusion
Recommendations
Glossary
(Alphonse, 2010)

21. BUSINESS PLANS
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A roadmap for business success. A living document that is forward
looking; projecting 3-5 years ahead. Includes an outline of the company’s
intent to grow revenues.
The elements of the business plan are:
Executive Summary
Company Description
Market Analysis Organization & Management
Service or Product Line
Marketing & Sales
Funding Report
Financial Projections
Appendix
(SBA.gov, n.d.)

22. BUSINESS PROPOSALS: INFORMAL
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Used internally to gain feedback and suggestions on projects;
policy and procedures changes, new building sites, product
implementation, and much more.
Should include a summary and introduction and detailed
information of the actions being proposed.
Explain the necessary steps, costs, and effects.
Identify who will be involved and the length of time the
project may take.
Attach relevant documents to support the proposal.
(Stewart, n.d.)

23. BUSINESS PROPOSALS: FORMAL
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Information gathered from thorough research to present to
potential clients.
Research is conducted to see if products and services will
benefit the growth of the clients business.
Know the competition in the industry and compare offerings.
Determine a unique selling proposition and incorporate it into
the proposal.
Sell yourself; tell the client why you and your company are
right for the job. Highlight experience and testimonials from
past clients.
Include a timeframe for when tasks will be completed and
supply a pricing sheet or a fee schedule of the specific
products or services.
(Brookins, n.d.)

24. FORMAL PROPSAL LAYOUT
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A formal proposal can
contain 5- 200 or more
pages.
Each component offers the
reader detailed information
including goals, scheduling,
staff qualifications and
expertise, and project costs.
Proposals win business for
company’s and many
company’s rely entirely on
proposals to increase
income.
(Guffey & Loewy, 2011)
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Components for a formal proposal:
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Introduction
Background, problem, purpose
Proposal, plan, schedule
Staffing
Budget
Authorization
Appendix
May include:
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Copy of RFP (reason for proposal)
Letters of transmittal
Abstract or summary
Title page
Table of contents
List of figures
(Guffey & Loewy, 2011)

25. CONCLUSION
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Effective communication will improve business
success, teamwork, decision-making, problem
solving, and morale.
For any form of communication the delivery should
be memorable, be clear, be brief, be focused, and be
committed.
When communicating internally or externally, the
respect for others should be priority and done in
fairness and loyalty.
Maintaining professionalism in communication will
help for the message to be effective, informative, and
will uphold the company’s image.

26. REFERENCES
Alphonse, M. (2010). Formal report writing. Retrieved from http://
www.buzzle.com/articles/formal-report-writing.html
Anderson, A.R. (2013). Successful business communication: It starts at the beginning. Retrieved
from
http://www.forbes.com/sites/amyanderson/2013/05/28/successful-business-communication-it-starts-at
Austin, S.N. (n.d.). The role of electronic communications in business. Retrieved from
http://www.ehow.com/about_6543207_role-electronic-communications-business.html
Brookins, M. (n.d.). Tips on writing a business proposal. Retrieved from
http://smallbusiness.chron.com/tips-writing-business-proposal-706.html
BusinessTown.com. (n.d.). Small business presentations: Types of presentations. Retrieved from
http://www.businesstown.com/presentations/present-types.asp
Francis, K.A. (n.d.). Importance of busienss communication channels. Retrieved from
http://smallbusiness.chron.com/importance-business-communication-channels-117.html
Griffith, S. (2011). What is intercultural business communication? Retrieved from
http://sarahgriffith.hubpages.com/hub/What-is-Intercultural-Business-Communication

27. REFERENCES
Guffey, M., & Loewy, D. (2011). Business communication: Process and product (7th ed.).
Independence, KY: Cengage Learning
James, G. (2011). The 5 inviolable rules for effective business communication. Retrieved from
http://www.cbsnews.com/news/the-5-inviolable-rules-for-effective-business-communications/
Kayode, D. (2014). Staying active online. Retrieved from
http://www.punchng.com/i-punch/staying-active-online/
Khan, S. (2007). Business writing tips for professionals. Retrieved from
http://ezinearticles.com/?Business-Writing-Tips-for-Professionals&id=798032
Papa, N. (n.d.). Professional business communication. Retrieved from
http://www.ehow.com/about_7522793_professional-business-communication.html
Papa, N. (n.d.). Positive business communication. Retrieved from
http://www.ehow.com/about_6686940_positive-business-communication.html
Rasey, M. (n.d.). What is successful intercultural business communication? Retrieved from
http://www.ehow.com/about_5066176_successful-intercultural-business-communication.html
Richards-Gustafson, F. (n.d.). How to write an informal business report. Retrieved from
http://www.ehow.com/how_6109533_write-informal-business-report.html

28. REFERENCES
Robinson, L., Segal, J., & Segal, R. (2013). Effective communication: Improving communication
skills in business and relationships. Retrieved from
http://www.helpguide.org/mental/effective_communication_skills.htm
SBA.gov. (n.d.). Create your business plan. Retrieved from
http://www.sba.gov/category/navigation-structure/starting-managing-business/startingbusiness/writing-business-plan
Stewart, D. (n.d.). How to write an informal proposal. Retrieved from
http://www.ehow.com/how_7908625_write-informal-proposal.html
Vargas, C. (2011). Workplace communication done right. Retrieved from
http://workplacecommunicationdoneright.blogspot.com/2011/01/aida-model-and-persuasivemessages.html
Wax, D. (n.d.). 12 tips for better business writing. Retrieved from
http://www.lifehack.org/articles/communication/12-tips-for-better-business-writing.html