Effective email skills v1_external


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Effective email skills v1_external

  1. 1. 2/16/2012 Effective Email CommunicationPresented At My Company On 10 Feb 2012 Rajesh Sengamedu +91 9880597942 © Rajesh Sengamedu, February 2012Training Feedback Summary (1/3) Feedback Summary 0% 0%9% Poor Fair Good 62% 29% Very Good Excellent 1
  2. 2. 2/16/2012Training Feedback Summary (1/3) Very Good Excellent Average Rating Good Total Poor Fair SNO Feedback Item Content / Methodology 1 Relevance of Course 0 0 1 2 11 14 4.7 2 Clarity of Course Objectives 0 0 1 3 11 15 4.7 3 Presentation of material / handouts 0 0 3 2 9 14 4.4 4 Hands on Exposure 0 0 4 5 5 14 4.1 5 Relevance of information 0 0 2 4 9 15 4.5 About The Trainer 6 Communication skills 0 0 0 3 12 15 4.8 7 Presentation skills 0 0 0 1 14 15 4.9 8 Interaction with participants 0 0 0 3 11 14 4.8 9 Adherence to schedule 0 0 0 6 6 12 4.5 10 Domain Knowledge 0 0 0 5 9 14 4.6 Overall Rating 14 Was the Duration of the program 0 0 2 6 5 13 4.2 15 Overall impression about the Training 0 0 2 5 7 14 4.4 16 Has the training enhanced your skill and ability 0 0 3 5 6 14 4.2 5 Point Scale, 17 participantsTraining Feedback Summary (3/3) This is good trainingthat I have seen/attend so far in Qvantel It feels that I will correct my mistakes Rajesh conveys the messages effectively It was really nice and I already started implementing the techniques in the training 2
  3. 3. 2/16/2012Tip - Improve Your Productivity @ Work There are 5 Energies in the body All of them can be controlled through your fingers Improves your stamina, energy levels Try Chin Mudra – The Easiest One!! 30 Second Profit Let’s watch Abhishek Bachchan delivering the famous “tees second munafa” dialog in the movie, GURU – Click Below http://hindimoviedialogues.blogspot.in/2009/ 04/guru-dialogues-paanch-minute-scene.html 3
  4. 4. 2/16/2012 The Power of Words! A Childhood Story….. Telegram Sent by the Judge to the prison warden:“Hang him not. Set him free” Telegram received by the prison warden:“Hang him. Not set him free” WRONG USAGE OF FULL STOP PUT A FULL STOP TO AN INNOCENT LIFE! 4
  5. 5. 2/16/2012 Summarizing Your Expectations• Email Communication Tips• Reporting /Summarizing Information What You Should Expect for Your 2 Hours of Time?• Quick re-cap of what all of us know about communication processes• Few tips for effective email communication 5
  6. 6. 2/16/2012 Communication ORAL WRITTEN NON-VERBAL Think…..Before You Mail! Use the following priority as communication methods!! 1 1. Email takes more Face To Face time to write 2 /readVideo Conference 2. There is no 3 interactivity Phone Call 3. There is no 4 emotionInstant Messaging 4. No non-verbal 5 cues Email 3Min Phone Call = 30Min on Email Be More Productive!! 6
  7. 7. 2/16/20123 Verbal Communication Methods 1 2 3 Can convey ‘emotions’ in some degree or the other2 Written Communication Methods 1 2 Hard to convey ‘emotions’ 7
  8. 8. 2/16/20122 Essential Needs For Written Commn. “Status Update”, “Selling Something” “Sending Report” Summary ‘Reactive’ ‘Proactive’ Written Communication Verbal Email Voice Call IM F2F Video Conf 8
  9. 9. 2/16/2012 Email CommunicationKnow your purposeKnow your ‘mood’ Decide your style Know Your Purpose Keep it crisp PersonalizeAre you selling something? Explain the problem Provide your solution Ask for call to action Keep it crisp Are you reporting status ? Personalize Keep it crisp Personalize Is it general ‘hello’ email? Make it informal Ask for call to action 9
  10. 10. 2/16/2012Know Your Mood to Write a Mail Are you happy? Are you angry? Are you upset? Do you feel ‘participative’? Do you feel threatened? Decide Your Style Very ‘business-like’ Crisp Formal ? Writing “similar” to conversation near the water fountain Informal ? You should know the person Usually one on one Usage of emoticons & other expression marks 10
  11. 11. 2/16/2012 Email Communication Tips Be CrispAt 300M Tweets/Day, 300M Users CANNOT be wrong about communicating in 140 Chars or less. Train yourself to be crisp on emails too! BUT don’t use acronyms still!!Be a miser with words – Remember “GURU” movie dialog! 11
  12. 12. 2/16/20121. Have Effective Subject GOOD BAD 12
  13. 13. 2/16/20122. Subject Line Based on Body 1 “Pl. fill this form for Conference Exhibition” Would have been better 2 “Meeting Request” Would have been better 3 3. One Topic per Email! 2->1 2->1 13
  14. 14. 2/16/20124. Use Humor AppropriatelyNot easy to understand in email! “He had just about enough intelligence to open his mouth when he wanted to eat, but certainly no more.” “He is a dumb guy” ― P.G. Wodehouse “If there is one thing I dislike, it is the man who tries to air his grievances when I wish to air “I don’t like when others talk mine.” ― P.G. Wodehouse, Love Among the Chickens while I am talking” “There is only one cure for grey hair. It was invented by a Frenchman. It is called the “You cannot escape grey guillotine.” ― P.G. Wodehouse hair” “Oh, Jeeves, I said; about that check suit. Yes, sir? Is it really a frost? One talks about how A trifle too bizarre, sir, in my opinion. good the tailor is and the But lots of fellows have asked me who my tailor is. Doubtless in order to avoid him, sir. other talks of the tailor’s Hes supposed to be one of the best men in London. character! I am saying nothing against his moral character, sir.” ― P.G. Wodehouse Think Simple English. Don’t be a Poet or an Author!!5. Don’t Send Large Attachments • Don’t use email for large file transfer • Large attachments clog email servers causing bottlenecks, server failures and huge disruption to the business Use Dropbox, Google Docs or some other similar facility to share large files 14
  15. 15. 2/16/20126. Use ‘To’, ‘Cc’ Effectively; ‘BCc’Carefully Put receiver name in “To” field when: a) You are assigning an AI to the person b) Info in the mail is important for the person c) You want the person to take some action Put receiver name “Cc” field when: a) You want him to know (FYI) but no action required b) You are not assigning her any action Avoid “Bcc” field if you can. Use “forward” instead!! Beware of these politics! (Or rather emotions) 1. “If you mail me something and copy my boss, I am going to be upset!” 2. “If you respond to an email from me in which my boss is already there in copy, I am OK” 3. “If you Bcc my boss in an email that you are sending me, I will stop doing business with you.”7. Get Right Font Size I recommend Black font Font Size 11, No Italics, No Bold 15
  16. 16. 2/16/2012 8. Use Capitals & Bold Appropriately CAPITALS & BOLD or BOLD convey un-intentional emotions (sometimes incorrectly).To: abc@xxx.com To: abc@xxx.comSubject: Proposal - Please review & Subject: Proposal - Please review &respond respondDear Abc, Vs Dear Abc,As discussed, please find attached As discussed, please find attachedour proposal. our proposal.Please review and respond by this Please review and respond by thisweek with your comments week with your commentsThanks in advance, Thanks in advance,Rajesh Rajesh Limit Message to One Screen NOT MORE THAN 180 WORDS 16
  17. 17. 2/16/2012 Use Salutation like ‘Hi!’ /”Hello!”/ “Dear…” There is nothing wrong in saying ‘Good Morning’ everyday to the same person! You score more points when you smile at your spouse every morning!! Start ANY email with “Dear …” OR Hi! OR Hello! Avoid “time-specific salutations like “Good morning!, Good evening! etcReview Mails Before Sending (1/3) “I am sending this information affront to our meeting, so that I can be of help with clarifications to you queries if any.” 17
  18. 18. 2/16/2012Review Mails Before Sending (2/3) “I am sending this information in advance of our meeting, so that I can be of help with clarifications to you queries if any.”Review Mails Before Sending (3/3) I have verified bug 2598 with C# client with latest Spruce firmware ( and i didnt seeany crash. I ran C# client for more than 10 iterations. So closed this bug as works for me. Canyou request Tom Kidd to verify with latest build.I have talked to Bala regarding Java client, he said there is a similar bugraised(http://bugzilla.thingmagic.com/show_bug.cgi?id=2595) and it is working with4.9.1.252 build.Tomorrow i will start looking in to LED issue and after that println bug if Pari doesnt start bythat time. Grammar issues, sentence construction issues. 18
  19. 19. 2/16/2012Fill in To/Cc Last!Have a Virus Disclaimer 19
  20. 20. 2/16/2012Avoid Acronyms PASSIVE VOICE The mouse was eaten by the cat ACTIVE VOICE ACTIVE VOICEThe cat ate the The mouse ate the mouse. cat!! Use Active Voice & Straight Talk! 20
  21. 21. 2/16/2012 New Message Replies /ForwardsSet up Appropriate Signature File 1. Your language may be rude 2. Your grammar may not be correct 3. You are in a hurry, so will not take care 4. You will not be clear about the purposeDon’t Mail When You Are Emotionally Charged! 21
  22. 22. 2/16/2012 Be Prudent When You AskReturn Receipts & Read ReceiptsDon’t mis-spell people names or company names!!e.g.,Brian - BrainYrjo - YiryoLiisa - Lissa or LisaRyan - Rayan or RyonElectric - ElektricAbhijit - AbhijeetJean-Claude - Jean ClaudeDiego - Die go Spell Names Correctly 22
  23. 23. 2/16/2012 Avoid Too Much ??? /!!!!Replace Email With Other Commn. Means! Sharing My Experience From 01 Jan 2012, every Tuesday, I refrain from sending internal emails I gained roughly about 2 hours on Tuesday……and so far nobody noticed any major impact of this 2 Hours/ day = 5% improvement in productivity /month Helps me to walk across to my colleagues’ desk/ pick phone /use IM /Video Conf to communicate with colleagues….improves personal rapport Even if you don’t mail for a day. Business will go on, as usual, if not better! TRY THIS TECHNIQUE 23
  24. 24. 2/16/2012 Break Down Long Sentences Into Smaller Ones Don’t End Sentences WithPrepositions (at, for, on, with, of, in) 24
  25. 25. 2/16/2012 Read Aloud Your Emails. Feel The Message! 1. When you respond to part of email, you dis-respect the sender 2. Shows you are not finding out answers 3. Shows your apathy 4. You would forget later on (and hope the sender forgets too!)Complete Responses Show Professionalism 25
  26. 26. 2/16/2012 • Flaming is “venting or sending inflammatory messages” in email. • This can spiral out of control. • Resolve situation either face to face or over phone • END IT FAST! Avoid Flaming! Two Exercises –1. What Is the Intent Here? 2. Rewrite This Email 26
  27. 27. 2/16/2012 1. What is the Intent Here? What does this phrase convey to How does the you when placedmeaning change here? when placed here? For whom the training was provided? For whom the email is being sent? Who benefitted from the training program? Who else benefits from the training recording session? 2. Original Email Subject: Wifi network restart issue with windows DHCP server During debugging of the network restart issue in WIFI with windows DHCP servers, i have observed that DHCP server is actually sending OFFER packets but it appears that wifi driver is either not receiving these packets or filtering or invalidating. So i am not seeing these packets in DHCP layer. With this i have concluded that this is not an issue with M6 DHCP code and as we were discussing about re starting the wireless driver during network restart, i have tried to enable module unloading capability in Linux and restarted the wireless driver during network re start by un-installing the driver during ./network stop and installing during ./network start. With this i was able to get valid IP during network restart with windows 2003 and windows 2008 DHCP servers. But still there are couple of issues surrounding wifi and DHCP, one is when M6 is operated for longer durations either with continuous read or in idle state, it is losing network connection and unable to re connect. Other issues is the one which was originally observed in Astra and appeared to be exist in M6 which is the ping issue. I will continue to debug and fix these two issues. I will send patch for review and then commit the changes made for module unloading feature. For your testing i have copied private build image in to /MyDocuments/Downloads directory of mercuryfitnesse PC. I have also loaded and verified this image on 210717 reader with 11th Floor AP. Regards, 27
  28. 28. 2/16/2012Re-Written Email (Still Not Crisp Enough!!)Subject: Wi-Fi network restart issue with windows DHCP serverWhile debugging the issue of "Not getting the valid IP address when network is restarted with Wi-Fi interface and Windows DHCPservers", I observed the following:DHCP server is receiving DHCP request packets from reader and sending DHCP offer packets (with IP address).These DHCP offer packets are not received in DHCP layer and the reasons could be any of these: • Wi-Fi driver is not receiving these packets • Ffiltering these packets • Invalidating these packets because of any other reason.Therefore, I am concluding that the problem is not with the M6 DHCP code.As we were discussing, the other option to debug and resolve this issue is by restarting the wireless driver during network restart. Idebugged further by enabling module unload feature in Linux (which is required to restart the driver and was not enabled bydefault) and restarted the wireless driver during network restart. The reader then is receiving the DHCP offer packets with valid IPaddress from DHCP server. I verified this with my local build on 210717 reader with 11th Floor AP.I am sending the patch for review with above mentioned changes made to Linux and then will commit the changes after review.Meanwhile for your testing, I have built firmware image with this patch and copied the image in to /MyDocuments/Downloadsdirectory of mercuryfitnesse PC.We still notice couple of other issues mentioned below (surrounding Wi-Fi and DHCP.):a) When M6 is operated for longer durations either with continuous read or in idle state, it loses network connection and unable tore-connect.b) The ping issue which we observed earlierI will continue to debug and fix these two issues.Regards Feedback? Questions? Comments? Rajesh.sengamedu@qvantel.com © Rajesh Sengamedu, February 2012 28