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FSL Integrate Ver.4.7 - 4th May 2021
1. 1
Welcome to FSL Integrate
Your Global Induction Program
1
Every move a success
2. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
Outcome
Focussed
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8
Value 2
Respect & Integrity
9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Glad that you are here…Let’s start our Journey
3. Simply Amazing QUIZ…
A Fun Way to know some amazing
facts about our Company
A Hearty Welcome to the FSL Family
4. Welcome Note
Dear New Joinee,
Welcome to the FSL family.
For over 3 decades I have been humbled by the incredible pride our people take in working for the FSL
group.
Our business is all about people and It is the people across all our businesses, who have worked with us
over these years, that make this company so special. They apply themselves wholeheartedly in
delivering our promise to our customers & stakeholders and further share with their friends, and
acquaintances why we are such a special company to learn & grow with.
My passion has always been in creating businesses that improve people’s lives and over these years we
have successfully created hundreds of thousands of meaningful jobs. We are therefore constantly
looking at hiring bright and talented people who can lead the organization to greater achievements .
As you start your career with us today my strong advice to you would be “Choose a job you love and you
will never have to work a day in your life”. If this business excites and fulfills your learning desire
continue , else find the industry/ job that ignites your passion. We in turn will offer you a value based
culture of empowerment, learning and growth in the organization such that you can accomplish your
personal aspirations while keeping pace with the latest trends in this dynamic industry.
Our industry does not respect tradition — it respects innovation. The new normal has set out
challenges for the industry and us, with innovation and outcome focus we are headed towards greater
achievements and are happy to have you joining forces. Take this opportunity to embrace new learnings
asking questions and going beyond the expected.
Wishing you a truly exciting career with us.
Yours truly,
David Phillips
5. FSL Integrate
• Engage, Excite and Empower our Employees.
• Engender the business understanding in the
employee.
• Exhibit our values and workplace behaviors to
the employees.
• Envisage a more Customer focused organization
• Enable a sense of pride in the shared history,
scale, scope and capability of our amazing
organization
Our 5 Key Learning Objectives
6. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
10. Quiz – Q#2
Currently, in how many countries
does FSL Group have its presence
around the world ?
A.10
B. 15
C. 12
D. 17
11. We currently operate in 17 Different Countries.
An overview of our Worldwide Network
12. Quiz - Q#3
In which of the following places does FSL have its warehouses
and what is the combined size of these warehouses?
A. Chennai, Bangalore &Dubai (96977.70 Sq. Mts)
B. Chennai, Gujarat & Dubai (96977.70 Sq. Mts)
C. Bangalore, KSA & Hongkong (95472.60 Sq. Mts)
D. Chennai, Bangalore & KSA (95472.60 Sq. Mts)
13. We have warehousing space of around 96977.70 Sq. Mts.
located in Chennai, Gujarat, Dubai, and expanded to
Doha & Gurgaon
Our warehouse space is equivalent to the space of 15 Football pitches
14. Quiz – Q#4
What is the Brand tagline of FSL?
A. Delivering Customized Solutions
B. Finding Innovative Solutions
C. Every Move A Success
D. Building Foundation For Future.
15. We are proud of our brand tagline and strive to make it true.
Every Move A Success
16. Quiz – Q#5
What are the colors theme of FSL, and what do they signify?
A. Red & Black. Red: Dynamism, Courage & Strength; Black: Discipline & Proficiency.
B. Blue & Black. Blue: Stability & Inspiration; Black: Discipline & Proficiency.
C. White & Red. White: Wholeness & Completion; Red: Dynamism, Courage & Strength.
D. White & Black. White: Wholeness & Completion; Black: Discipline & Proficiency.
17. Our Theme Colors Represent Us
Red & Black
Red: Dynamism, Courage & Strength;
Black: Discipline & Proficiency.
FSL Middle East
FSL US and UK
FSL APAC
FSL India
FSL Sri Lanka
18. Quiz- Q#6
What is the Product/Service pioneered by FSL?
A. LCL
B. FCL
C. Both.
D.None of the Above.
19. LCL – Less than Container Load
is Our Flagship Product and we are proud to be the
PIONEERS of LCL in the Freight Forwarding Industry
20. Quiz – Final Question…
How many employees do we have in FSL Group?
• 400
• 750
• 1500
• 1200
25. Our Vision
Our vision instills focus, inspiration and brings unanimity of purpose amongst our employees
Freight Systems will
constantly exceed customer
expectations by providing
innovative logistics solutions.
26. Our Mission
Our mission is a bedrock of our company culture, which guides us to provide innovative and value-added
solutions.
Freight Systems, as a logistics solution provider, is committed to
Delivering customized solutions
Investing in people and technology
100% statutory and regulatory compliance
Enhancing portability
Providing end-to-end supply chain solutions through an efficient global network
27. Company Overview
• We’re an International Freight Forwarding
Company that was established in the year
1988 with the motive to provide complete
logistics solutions to its customers.
• Over the past years the company has acquired
a considerable amount of efficiency &
expertise to operate as a full-fledged Third
Party Logistics company.
• Although we are headquartered in Dubai, we
have our own offices in 17 countries which
ultimately allow us to provide services globally.
28. FSL offers direct
outbound and inbound
services from all major
cargo destinations
around the world.
FSL customers can avail
complete range of
services from Full
Container Loads (FCL) to
Less than Container
Loads (LCL) on all major
global routes alongside
our strength in ocean &
air freight.
Relocation Services
Interem uses state-of-
the-art procedures,
resources of a global
network and with an
industry/continental
benchmark rating,
takes control of every
little detail from
packing, documentation,
customs, shipping and
even finding a new
home in a new country.
.
Software & ITeS
Newage Software &
Solutions is a global service
provider of integrated,
enterprise applications for
Freight Forwarding and
Logistics companies, with
our sophisticated product :
eFreight Suite
Users include: Freight
forwarders, NVOCCs,
consolidators, 3PLs,
warehouse operators,
customs house agents, and
relocation specialists
Contract Logistics &
Supply Chain
Solutions
Our extensive network of
dedicated and shared
warehousing and
distribution operations,
enables customers to fulfil
their commitments
With modern packaging
and warehousing
techniques and an
advanced distribution
system, LOGEX help you
automate processes.
SHOP EASY Concord Maritime
Logistics
Provides comprehensive
Customs Clearance
services for import and
export consignments
through Sea, Air and
Road.
CML can clear all types
of shipments, major or
minor, for/from across
the globe to the utmost
satisfaction of clients.
Our Verticals @ FSL Group
Freight Forwarding
An E-commerce Solutions
arm of Freight Systems,
with ambient and cool
storage facilities and an
Oracle based bar code
driven Warehouse
Management System
providing real-time
information on cargo
status.
Shop Easy provides regular
services, such as Logistics,
Customs Clearance, Value
Added and Advisory
services.
29. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
30. Welcome Note by Our CPO
Dear New Team Member,
Welcome on board, and I hope you are doing well.
It was indeed tough for us to select the best out of the best, and you have proved that you are one of them
– congratulations!!
Today is a big day for all of us as you have become a part of the FSL Group, a diverse international company
that follows a value-based operating model.
At FSL group, we strive to create the right people experiences and environment for our people to be
successful. Creating the right environment means defining and executing on a disciplined hiring practice,
partnering with business on a focused goal methodology to align the organization, articulating high
standards, translating the company values into everyday work, helping managers hold people accountable,
and most importantly, making it safe for employees to voice their opinions. We believe this helps us
constantly evolve and grow together.
Every employee co creates the culture at work and has a direct impact on results, so know that you are
significant and valuable. Your actions will energize the organization and your dedication will set us apart
from competition.
We in turn will offer you a platform to learn, be challenged, have fun, explore your boundaries and pursue
your passion. Like they say a diamond acquires its luster after much polishing.
Here is wishing that your journey with FSL is truly enriching and rewarding.
Welcome once again to the FSL family.
Thanks & Regards,
Priya Sujeet
31. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
32. Organizational and Functional Hierarchy
Jonathan Mark Phillips
COO
Vincent Joseph Brank
CEO, FSL Africa
Priya Sujeet
Chief People Officer
Viji John
CEO, FSL ME
David Phillips
Chairman
Aroop Datta
Group Chief Finance Officer
Manish Mallik
CEO, FSL India
Ashish Mishra
CEO, NewAge
Rahul Pillai
CEO, Interem
Sandford Lobo
VP – FSL, USA
Manu Bhalla
Director, Logex
TBA
CEO, FSL SE Asia
37. GLOBAL
PEOPLE
EXPERIENCE
Work From
Home
PMS and Market
benchmarked
R&R
Culture of
Learning
and Growth
Employee Engagement
Culture of Inclusiveness
and Respect
Safe
workspace
Insurance
Coverage as
per Local Laws
Medical
Coverage
Global People Experience
39. A buddy is someone who partners with a new employee during
his/her first 3 months of employment.
While primarily responsible for offering advice and guidance
regarding the day-to-day aspects of working at Freight Systems, the
buddy may also offer encouragement and knowledge resources, as
they help introduce the new employee to the company culture.
Who is a buddy?
40. • Communicator: The buddy should encourage open
communication. He should provide relevant information to the
new employee.
• Role Model: The buddy should be a model employee and
exemplify Freight Systems’ values.
• Motivated: The buddy should have a positive outlook on his/her
work and use that perspective to help build self-confidence and
loyalty in the new employee. He should lead by example.
• Strong Performer: The buddy can help the new employees in
many situations based on his/her experience and knowledge
obtained in the work environment.
Key Characteristics of the Buddy
41. Reasons to Have the Buddy
Having the Buddy ensures a smooth transition of any employee into
his new position. It relieves anxiety and insecurity, which naturally
come during the first few weeks of the employment.
Other advantages of having the buddy include:
• Helps welcoming employees and reaffirming their decision to join
Freight Systems.
• Reliable and single point-of-contact for basic questions regarding
work culture at Freight Systems.
• Reduces the initial confusion and uncertainty faced by all new
employees.
• Increase the new employee’s self-confidence allowing him/her
to focus on adding value to the organization.
43. Global Culture of Learning & Growth
P h a s e
03
P h a s e
02
P h a s e
01
A c c e l e r a t e
Mandatory Certification Programs to equip one’s skills
and knowledge for the current and cross functional roles.
G r a d u a t e
Certification Program aimed at Trainees from
Campus and become ready for production.
I n t e g r a t e
Global Induction Program aimed at all New Hires who are new
to FSL. The Program helps them get integrated into FSL and
become ready for the next level of certification programs.
E l e v a t e
Certification Programs aimed at Managers
and Leaders to equip them with skills to
manage themselves, their teams and our
organization effectively.
P h a s e
04
44. Certification Road Map – Accelerate & Elevate
F S L A c c e l e r a t e
• Learn, unlearn and relearn the required knowledge and skills to excel in your current role.
• Provides an opportunity to develop cross functional capabilities
• Get globally certified by L&D with collaborations from renowned, external certifying
bodies.
• Aims to support Managers to become world-class
leaders.
• The program enables you with essential skills to
engage, manage and develop your team
members, opening the gate for you to become a
successful people manager.
F S L E l e v a t e
46. Sample eFS and Process Certification Framework
For Beginner & Intermediate Levels
Assessment Scores Grades & Plan of Action
90 % & Above Certified
89% and below Not certified
Certification Guidelines for Beginner & Expert
Level Certifications
47. Performance Management System
• The performance appraisals are conducted on a financial year basis i.e.,
from April to March.
• Goals to be updated in the Adrenalin (performance management
system) within the 45 days of joining, post your discussion with the
reporting manager.
• Adrenalin website: https://myhr.myfslworld.com/adrenalin
• Once the appraisal is initiated, self and reporting manager evaluation
will happen based on the employee’s KPI/Goals for every eligible
employee, and the reporting manager will discuss the same.
• Based on the employee’s appraisal score, the department performance,
and the organization's performance during the review period, rewards
will be determined.
48. Work From Home
Hybrid Model Work From Home
Freight Systems Group is currently implementing the "Work From Home" and “Hybrid” model guidelines in its
operations. We are following the social distancing guidelines implemented by national, state, and local health
authorities to mitigate the spread of the COVID-19. As a responsible organization, ensuring employee safety we
are continuously monitoring and communicating the status of our operations to employees.
49. Employee Responsibilities (WFH)
Be logged onto Microsoft Teams group at all times during the
daily working hours.
Ensure there is no background disturbance when taking
employee/client calls.
Be available to work on-site, as requested by the Reporting
manager; perform job duties, responsibilities, and other
projects as assigned;
Remain productive and responsive during scheduled work
hours;
Respond to work-related business within one (1) hour via a
telephone call, email, text, virtual meeting, or other methods
of communication as required.
The work from home time and effort report to be filled and
sent to respective reporting manger as per the agreed
procedure in the respective business unit.
Take reasonable precautions necessary to secure the Company
equipment and to protect it from damage or theft;
Take reasonable precautions necessary to protect all sensitive
and confidential information as per policy
Being aware of phishing attacks, which are a particular concern
now as threat actors are using coronavirus as pert of their
attacks.
provide accurate and current contact information to the
immediate Reporting manager.
Any personal leave should be planned and informed to the
reporting manager well in advance as per the policy and applied
in the HRMS system for approval.
50. Reporting Manager Responsibilities (WFH)
• Determine whether the employee’s duties can be completed from
home along with the limited time spent at the office.
• Review and approve the employee’s arrangement and communicate
the expectations to the employee
• Determine the roster for the combination of work from home and
work from office days for the identified employee; communicate the
roster well in advance to the employee, business unit head, and HR.
• Communicate the need of infrastructure necessities required to work
in this arrangement satisfactorily.
• Assign work, monitor progress, and follow up on assignments with
employees completing the agreed-upon work assignments and
outcomes
• Assess the performance of the employee such as reliability,
responsiveness, and the ability to work independently
• Schedule communication meetings including methods of
disseminating information and assignments to the employee
• Monitor employee compliance regarding responses to work-related
business is within one (1) hour via a telephone call, email, text,
virtual meeting, or other methods of communication as required
while working from home
• Request that employee work on campus when necessary
• Require employees to take reasonable precautions necessary to
safeguard the equipment and protect from damage or theft
• Take reasonable precautions required to protect all sensitive and
confidential information
• Adhere to all the other company policies and procedures
• Assess the efficiency of the work arrangement and make necessary
changes to the roster as needed; communicate the change to all
involved stakeholders well in advance.
• The WFH environment should have been vetted for necessary data
security and safety requirements conducive to organizational
standards.
52. Employee Engagement
• FSL strives to engage employees by creating an
environment that fosters trust, visibility, and
empowerment.
• Having fun is one way of effectively managing and
improving employees' emotions. And FSL fosters a
fun-filled and engaging environment. And one of
the tools to achieve the same is the happiness
committee.
• Employees can volunteer to be on this committee
which will create and execute an engagement
calendar throughout the year.
54. DID YOU KNOW?
Tracking made possible through our
PO Management System, known as
FRESCON!
55. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
56. Our core values
Outcome focused
Respect & Integrity
Team work
Innovation
Customer Experience
Being a constantly evolving futuristic organization, we feel the need to
redefine our values to capture the principles & beliefs that will empower our
people to deliver on our promise
57. OUTCOME FOCUSED (RESULTS MATTER)
What it means
We are committed to our results and take great pride in achieving
exceptional outcomes.
We believe in aligning with all our stakeholders to create a culture of
accountability in a results-driven environment.
We are motivated and responsible for our action
What it doesn’t mean
• Not re-evaluating decisions
• Being hasty and not following the process
• Being ‘smart’ in the negative sense and using short cuts
• Asking or paying people to do what they are not supposed to
• Not following a balanced approach in appreciating effort
58. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
59. Respect & Integrity (Fairness Foremost)
What it means
In all we do, we are respectful of our fellow members, clients, business partners and
competitors.
As a global company, we recognize the richness that diversity brings to the company.
We always act transparently and ethically.
We never seek to gain undue advantages and we avoid conflicts of interest, whether
real or perceived
What it doesn’t mean
•Not respecting oneself
•Not speaking up or confronting where required
•Being submissive or indecisive
•Allowing victimization in the name of respecting seniors
•Not being flexible
•Putting Valor before common sense
•Unnecessary bureaucracy
60. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
61. Teamwork (WE before I)
What it means
We take pride in leveraging the collective genius of our people and in working
together to unleash the potential of every person.
Together, we achieve exceptional results.
We believe teamwork empowers and enhances our individual strengths
Embracing diversity and sharing success.
Creating the right work environment for the right people.
What it doesn’t mean
• Too focused on your function and not part of the organizational team
• Clones
• Lacking competitive spirit
• Lacking personal ambition and individuality
• Being invisible and too cohesive
62. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
63. Innovation (Transforming Tomorrow)
What it means
We pride ourselves in being thought leaders in developing unique solutions backed by
technology to solve complex business challenges of the customer.
We collaborate and contribute to the success of the forwarding fraternity, and work with
the mindset of delivering with an impact.
We strive for continuous improvements by accepting, promoting and sharing creative and
innovative ideas
What it doesn’t mean
•Thinking only from an internal viewpoint, and believing that offering is being improved
when it is updated. It must contribute new value and be valued by others as better than
what they have known.
•Confusing innovation with invention .
•Not a one-time exercise but structured repeatable process needing continued
reinforcement and continuous improvement.
•There can be no innovation without commercialization.
•Confuse creativity, especially idea collection, with innovation.
64. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
65. Customer Experience (Earning Loyalty)
Customer Experience - Earning Loyalty
What it doesn’t mean
• Assuming we know and not listening enough.
• Lip service but no root cause resolution.
• Lumping customers to fit our process.
• Too much automation/not enough human touch.
• Service that is not personalized.
• No feedback collection process.
What it means
We strive to meet and exceed our customers’ expectations by understanding their needs
and providing high quality services.
We take pride in our delivery and build positive relationships through outstanding value
addition.
Excellent and consistent customer experience is at the heart of all our endeavors
66. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
69. 69
• RESPECT – Our core value
• Understanding Harassment at Workplace
• How to deal with Harassment
– Internal
– Third Party Harassment
– Whistle Blower Policy
• What FSL will do
• General Safeguards
Agenda
70. 70
At FSL “Respect” as a core value means
• Having an understanding and respect for others.
• Putting ‘We’ before ‘I’.
• Showing trust and empowering co-workers.
• Having an attitude of continuous learning.
• Listen, learn, share, give space to others.
• Never underestimating our competitors or other stakeholders.
• Acknowledging our limits and mistakes.
• Managing our ego.
• Listening, sharing and being open.
• Sharing success.
71. 71
FSL Culture of RESPECT!
The three R’s
Responsibility for all your actions
Respect for self
Respect for others
72. 72
Workplace Harassment
• Harassment is a form of discrimination. It involves any unwanted physical or verbal
behavior that offends or humiliates you. Generally, harassment is a behavior that persists
over time. Serious one-time incidents can also sometimes be considered harassment.
• Comments or conduct that are abusive, offensive, demeaning or ought to be reasonably
known as unwelcome.
• Can be intentional or unintentional.
• It is not your intent, but the effect it has on another person that matters.
73. 73
Examples:
• Yelling or abuse
• Constant criticism of work
• Impossible deadlines
• Constantly changing targets
• Deliberately withholding work-related information or resources
• Making someone the brunt of teasing, pranks or practical jokes
• Tampering with personal effects or equipment
• Giving tasks which are meaningless or beyond the skill of the person
• Use of derogatory & unprofessional language, cuss words ,offensive gestures
74. 74
Consequences of Harassment
Physical Effects Social & Work Effects Psychological Effects
Sleep Disturbances Stress on Family Depression
Loss of Appetite Strained Relationships Panic & Anxiety
Illness Inability to Concentrate Frustration
Headaches Reduced Productivity Anger
Panic Attacks Increased Turnover PTSD (Post-traumatic stress)
Heart Palpitations Increased need for EFAP
programs
Loss of Confidence
Increased Demand on
Management to Deal with
Complications
Risk of Legal Action
76. 76
What is not Harassment
• A difference of opinion.
• Normal disagreements between co-workers.
• A manager following up on absences or deadlines.
• Legitimate feedback from a manager regarding work.
• Progressive discipline or disciplining employees appropriately.
• A hug between friends.
• Enforcing policies or rules (as long as it is done equally to all staff/workers).
• 1 single isolated remark or having an abrupt manner.
77. 77
Workplace Bullying
• Bullying is the repeated, less favourable treatment of an individual by one or more people at the workplace.
• Workplace bullying can be simply described as “Bad Behaviour” which is unreasonable & inappropriate.
In your day to day life,
what do you think can be treated as
“Objectionable” Behaviour?
79. 79
Different types of Objectionable behavior
Visual
• ogling
• lewd gestures
• suggestive postures
• suggestive magazines
Verbal
• discussing sexual activities
• repeated requests for dates
• personal questions
• lewd comments
• dirty jokes
• eve teasing by whistling
Touching
• repeated and unnecessary collisions
• patting
• grabbing, kissing
Written
•love notes
•obscene cc: mail messages
•sexually related texts/SMS
80. 80
• Do you understand sexual harassment and how it can affect you and our
organization?
• Would you know what to do if you were confronted with what you believe to be
sexual harassment?
• How can you stop it from being a part of our organization culture?
Think
81. The Supreme Court Judgement of 14 August 1997 contains guidelines prohibiting sexual harassment. As defined in the
guidelines, sexual harassment includes such unwelcome sexually determined behavior such as:
• Physical contact
• A demand or request for sexual favors
• Sexually colored remarks
• Showing pornography
• Any other unwelcome physical, verbal or non-verbal conduct of sexual nature.
81
SUPREME COURT JUDGEMENT ON SEXUAL
HARASSMENT AUGUST, 1997
82. 82
Discrimination can be defined as situations where application of policies may operate
explicitly or implicitly against certain persons or classes of persons.
Two common categories are:
1. Sexual Harassment
2. Cultural, racial, religious, ethnic discriminations
Sexual Harassment is a subset of Discrimination
83. 83
Objectionable behavior can be…
• Quid Pro Quo (“This for that”)
– Unwelcome sexual advances
– Requests for sexual favor
• Boss asking female employee to come out for dinner with a casual mention that the
dinner date will accelerate her career
• Standing too close
• Eve teasing by staring/ winking/ whistling
• Unnecessary handshaking (longer time)
• Four letter words / foul language / yelling / excess teasing
• Passing personal remarks – on appearance / figure etc
• Intrusive questioning into personal details – health, marriage etc.
• Cracking jokes or stories with sexual innuendoes (commonly referred as Adult Jokes) so
as to result in discomfort/ embarrassment to another person.
87. 87
Step 1
Trust your feelings. If you experience discomfort around someone, there’s probably a reason. Focus on what’s
happened. Harassment rarely goes away unless you deal with it.
Step 2
Tell the person what he or she did makes you uncomfortable and you want it to stop. Sometimes people act in ways
they don’t consider harassment. Letting someone know may be enough to stop the behavior. Your silence and
passiveness could taken for tacit consent
Step 3
Talk to the RIGHT people about what has happened at the earliest. Harassers operate out of the fear that you won’t
say anything.
3 Step Approach to deal with Harassment
88. 88
You can also blow a whistle!
WHISTLE BLOWER POLICY
•Gives employees a platform to raise any concern or issue that one feels compromises the
values or business interests of FSL.
•The organization has a very strict non retaliation policy and the whistle blower’s identity
remains protected at all times.
•The whistleblower is not expected to prove the truth of an allegation but needs to
demonstrate that there are sufficient grounds for concern.
•This is not a platform to raise concerns pertaining to issues like your salary or appraisal
score and should not be used to settle personal scores with other employees/
departments/functions.
89. 89
What FSL will do…
• All complaints of sexual harassment are treated seriously.
• An inquiry committee will be formed.
• The alleged perpetrator would be interviewed to inform him / her of the complaint and
ascertain his/ her version of events.
• After examination, the committee shall submit its recommendations to Head of HR.
• If a complaint is valid, immediate action will be taken to resolve the situation.
90. 90
What FSL will do…
• Depending on the gravity of the situation, if the harasser is from within the
organization, disciplinary action will be taken which may even include termination of
service.
• If the harasser is a third party representative, his employer will be notified about the
misconduct and their help will be sought in disciplining the harasser.
• In extreme cases where the harasser may belong to an organization that is an
important client / customer, FSL would take appropriate action, including the
possibility of severing the relationship with the alleged harasser and / or the company
of the alleged harasser.
If a complaint proves to be malicious, this would be regarded as a very serious
matter, and would lead to serious disciplinary action.
91. 91
General Safeguards
• Be conscious not to make comments or express your views that would amount to
‘gender insensitivity’;
• In paying compliments, do not comment on the ‘physical’ attributes of a person.
• What is “acceptable” behaviour in a group, may not be “acceptable” in private. Use
your discretion.
• Though “continuity’ is an important ingredient, even a solitary instance would amount
to “harassment” if it is otherwise ‘unacceptable’ in a given social and cultural set up.
• There is a primary responsibility to convey to the person in clear terms, what is not
“acceptable” to you – and even then it continues, then only it amounts to “sexual
harassment”.
• As a general rule avoid physical contact.
Sexual Harassment is INDIVIDUAL-CENTRIC.
93. 93
Be Careful What you tolerate,
you are teaching people how to treat you.
94. 94
POSH - The Right People
Name Email Address
Priya Sujeet (Chairperson) priya.sujeet@freightsystems.com
Aishwarya Prabhu aishwarya.prabhu@freightsystems.com
Preethi Suri preeti.aedxb@freightsystems.com
Janet Liem janet.hkhkg@freightsystems.com
Rakesh Prasad rakesh.parsad@freightsystems.com
Rohan Yadav rohan.yadav@freightsystems.com
Shyamala V shyamala.vijayakumar@freightsystems.com
Swati Hasija swati.usnyc@freightsystems.com
Ankita Singhal ankita.gblhr@freightsystems.com
Elsa Chen elsa.cnsha@freightsystems.com
Suresh M suresh@newage-global.com
Aroop Datta aroop.datta@freightsystems.com
Lakshmi Hari Lakshmi.hari@interemrelocations.com
P. Giridharan, Advocate (External Member) giridharan.p@gmail.com
In compliance with the Prevention, Prohibition and Redressal Act 2013, FSL Group has formed the internal prevention of sexual
harassment committee, and the members of the committee are as follows:
You can reach out to the below mentioned email IDs respectively, in case you want to raise the complaint.
Feelsafe@freightsystems.com
Feelsafe@interemrelocations.com
Feelsafe@newage-global.com
95. What is A Brand ?
A) A logo/a slogan
B) A statement of intent
C) An Advertisement
D) None of the Above
95
98. Brand Tagline Quiz - Guess the brand behind these slogans.
98
The best a Man Can Get
The happiest place on earth
Don’t dream it. Drive it
The taste of a new generation
No One Can Eat Just One
Because you are worth it
99. 5/4/2021 99
Every Move a Success
To be the Ubiquitous Technology Solution Partner to
the Global Logistics and Freight Forwarding Industry
Your Perfect Relocation Partner
Gain Complete and Customized Control
Over Your Logistics
Expertise in Customs Clearance
Now Let’s guess our brands behind the slogans
100. FSL has its branches widespread in 4
of the Middle East Countries - UAE,
KSA, Qatar & Kuwait.
101. Who keeps the Brand Promise ?
1.Marketing Team
2.Sales Team
3.Customer Support Team
4.All Employees ( All of Us )
5/4/2021 101
102. It’s all of us,
who keep our
Brand Promise
5/4/2021 102
103. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
104. 5/4/2021 104
OUR
SERVICE
CYCLE
Service
Excellence
Service
Breakdown
Service
Recovery
Service
Renewal
Aim to deliver this consistently on
• Every Sale, Every Booking, Every Pick
Up, Every Delivery, Every Invoice
• Have more Passion, Deliver our
Promise
• Make it Personal and Genuine
• We are not machines and there
are times we have breakdowns
may be due to human error,
natural calamities etc.
• Anticipate Breakdowns
• Be ready to take prompt and
proactive action when they occur
• We must do whatever it takes to put things right
• Retain their business.
• We can even turn a breakdown into an
opportunity.
• Retain our
Customers by
having the mind-set
of Continuous
Improvement
• Enables us to build
on our Service
Excellence so we
become the FIRST
CHOICE for our
customers.
Our Service Cycle
105. OUR
SERVICE
CYCLE
Service
Excellence
Service
Breakdown
Service
Recovery
Service
Renewal
Our Service Cycle – Service Recovery
0 100
20 40 60 80
Poor situation is
handled well and
with speed
Poor situation
is handled well
Customers remaining loyal
96%
0 100
20 40 60 80
Poor situation is
handled well and
with speed
Poor situation
is handled well
Customers remaining loyal
• That as the power of great Service Recovery, and that is what
we expect from our 1500+ employees around the globe.
• It’s about caring about what we do. Showing passion and
enthusiasm in our behavior and having a proactive, positive
attitude that will keep our Customers loyal.
• This will be the difference between Customers staying with
us, or Customers leaving us and going to the competition.
THE POWER OF GREAT SERVICE RECOVERY –
Harvard Business School 2007
65%
108. What do Customers want from us ?
Our customers want us to
Genuinely care
Take their problem seriously
Solve their problem quickly
Keep them informed
Take Ownership
Say Sorry
5/4/2021 108
109. LEAP TECHNIQUE IN SERVICE RECOVERY
109
LISTEN
• Listen to the
customer genuinely
• Saying that you are
sorry doesn’t mean
you are admitting
you are at fault. “It is
simply showing that
you are listening and
understand what the
customer is
conveying and that
you are sorry for the
situation we are
currently in”
EMPATHIZE
• Empathize with the
customer and
apologize.
• Understand the
problem from their
perspective
ACKNOWLEDGE
• Acknowledge
something has gone
wrong and be ready
to resolve the
problem
PROBLEM
SOLVE
• Aim to find a solution
with a high energy
level and respond
with speed.
• Involve manager or
supervisor if needed
• Ensure that the issue
is resolved to the
customer’s
satisfaction.
L E A P
110. “LEAP IN ACTION – OVER
EMAIL
You will be viewing an email
received from a disappointed
customer. Please prepare a
draft email using the LEAP
technique
Logo here 110
111. Email from Craig
Dear Mary,
Kindly look into the below issue.
Based on the bill generated for Rs.1902.25, we haven’t used the services nearing even half of the amount.
We were confident that your service could fulfill our requirement and hence chose to consider your
service over the others in the market.
We have been raising complaints and service requests multiple times and until now it has not been
resolved. Apart from the timely bill generation and payment deadlines being kept tracked off, there has
not been any improvement in solving the issue which we have been raising constantly every month.
We have lost our interest in continuing to use your services due to the lack of customer service being
provided by you. Kindly consider this issue with utmost importance to get this problem solved or we will
have to look out for better options.
Let us have your reply and update immediately.
Craig.M.Schiller
113. Sample Reply using LEAP
Dear Craig,
Thank you for taking the time to write to us and express your grievances on how our services did
not meet your expectations. I can understand how frustrating this would be especially when you
have shared the concern multiple times and I sincerely apologize for the inconvenience caused
due to these issues.
It appears that the connectivity issues that you had experienced were caused because of an error
on our server. Our team has identified the source of the issue and is working actively to
implement a fix. We estimate that the problem will be entirely resolved within an hour. To
expedite things, I will personally follow up to let you know as soon as your access is restored.
We aspire to keep you as one of our most valued customers, and we hope to serve you better
now and in the future. Please let us know if you need further assistance. Thank you for your
understanding.
Sincerely,
Mary
• Listen
• Empathize
• Acknowledge
• Problem
Solve
116. Our Service Cycle – Service Renewal
OUR
SERVICE
CYCLE
Service
Excellence
Service
Breakdown
Service
Recovery
Service
Renewal
5 WHY / the WHY
WHY TECHNIQUE –
ROOT CAUSE
ANALYSIS
https://www.youtube.com/
watch?v=EOlW8j8MH10
118. Let’s Save the Washington Memorial
Washington Memorial is
Disintegrating.
Let’s do a Root Cause Analysis
using the Why Why Technique
and save the Memorial
118
5/4/2021
119. Freight Systems Limited – Always the First Choice
Root Cause Analysis
• Cause
Why? - It required more cleaning and harsher chemicals
• Cause
Why? - There were lot of bird droppings on the Washington Memorial
• Cause
Why? - The birds were attracted to the spiders and there were a lot of spiders
on the Washington Memorial
• Cause
Why? - The spiders were attracted to the insects and there were a lot of
insects on the Washington Memorial
• Root Cause
Why? - The insects were attracted to the light that illuminates the
Washington Memorial at night
Solution - Change the type of lighting and reduce the amount of time that
the lights are switched on
The Washington Monument was disintegrating faster than
the buildings with similar surfaces around it
121. Freight Systems – Always the First Choice
Stop
• Taking a Taxi to the train
station every working
day
Start
• Waking up 20 minutes
earlier and walking to
the train station every
working day
Continue
• Playing basketball 2x per
week
AIM – To Improve Health & Fitness
122. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
123. Logo here
DOs and DONTs of Email
Communication
EmailsinRealLife
https://www.youtube.com/watch?v=HTgYHHKs0Zw
124. 5/4/2021 124
Guidelines - Do’s and Don'ts in an email
Be concise and to the point
Answer all questions, and pre-empt further
questions
Use proper spelling, grammar & punctuation
Personalize e mails
Use templates for frequently used responses
Answer swiftly
Use proper structure & layout
Do not overuse the high priority option
Do not write in CAPITALS
Do not attach unnecessary files
Do not leave out the message thread
Add disclaimers to your emails
Read the email before you send it
Do not overuse “Reply to All”
Take care with abbreviations and emoticons
Be careful with formatting
Take care with rich text and HTML messages
Do not request delivery and read receipts
125. 5/4/2021 125
Guidelines – contd.
Do not ask to recall a message
Do not copy a message or attachment without
permission
Do not use email to discuss confidential information
Use a relevant subject
Use active instead of passive
Avoid using URGENT and IMPORTANT
Avoid long sentences
Don't send or forward emails containing
defamatory, offensive, racist or obscene remarks
Don't forward virus hoaxes and chain letters
Keep your language gender neutral
Don't reply to spam
126. 5/4/2021 126
Guidelines for Customizing your emails
If the Recipient is a… …the message should be… …and consider
Supervisor or otherwise senior
you
Shorter, with only key details, and
obvious contact info
Leaving out personal tidbits, giant
attachments, or other unnecessary
character
Peer or colleague in a similar
position
Straightforward. You should have a
good appreciation of what your peers
want from an email
Including a respectful and professional
approach that you might appreciate
Subordinate or someone lower
the organization
Have relevant details and a very clear
meaning
Being even friendlier and encouraging
in your tone
127. Newage offers both IT Solutions and IT
enabled Services such as
• Sales and Customer Services
• Documentation Services
• Finance and Accounting
• Pay-Per-Use Services
129. TelephoneEtiquettes
129
Why Effective Telephonic/Verbal skills?
Helps maintain a level of confidence.
Shows that you are interested in the conversation as you are invisible.
Customers are happy with interaction.
Positive image is formed and shows professionalism.
Company’s reputation is enhanced.
There is positive word of mouth.
Over the phone, a simple nod or a grin will not work, So it’s extremely important that you speak
well and clearly so people enjoy speaking with you.
In this unit, we ‘ll be helping you with a couple of ways to speak well over the phone.
130. Call Opening
YOU ARE THE VOICE OF
THE ORGANIZATION
FIRST IMPRESSION IN THE
INTIAL 15 SECONDS
CLEAR, COURTEOUS AND
POLITE TONE OF VOICE
FEEL GOOD ABOUT WORK
WITH A POSITIVE ATTITUDE
131. TelephoneEtiquette
131
Tip 1. Answer the phone specifying who
you are with a professional greeting .
Mention your Name /Your Organization.
It helps to start a conversation on a
positive note and build rapport.
Note: Try to pick up the phone in 3 rings…
136. TelephoneEtiquette
136
5/4/2021
Tip 6. Keep a Pen & Paper
Handy.
It is always best to keep a prompt
sheet handy to make notes of
things to remember and revert
him in appropriate time frame.
138. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
139. FSL Integrate Quiz
• You will need to take a quick Quiz on the
FSL Integrate module to complete your
induction and On-boarding process.
• You can refer to your content to answer all
your questions successfully.
• Please get in touch with your respective
HRBPs/FSLearns team if you have any
challenges.
140. START
FSL
INTEGRATE
15
6 7
4 3 2 1
Welcome to FSL
Simply Amazing
Quiz
Our Company
FSL
Welcome Note
by our CPO
Value 1
HR Programs,
Policies &
Procedures
12
13
14
FSL Integrate Quiz
5
Meet the Team
8 9
Value 3
Teamwork
10
Value 4
Innovation
11
Value 5
Customer
Experience
Brand Tagline
Quiz
Our Service Cycle
& Service
Renewal
Email &
Telephone
Etiquette
Value 1
Outcome
Focussed
Value 2
Respect &
Integrity
141. Congratulations!!!...And Your Way Forward…
P h a s e
03
P h a s e
02
P h a s e
01
A c c e l e r a t e
G r a d u a t e
Certification Program aimed at Trainees from
Campus and become ready for production.
I n t e g r a t e
Global Induction Program aimed at all New Hires who are new
to FSL. The Program helps them get integrated into FSL and
become ready for the next level of certification programs.
E l e v a t e
P h a s e
04
Mandatory Certification Programs to equip one’s skills
and knowledge for the current and cross functional roles.
Certification Programs aimed at Managers
and Leaders to equip them with skills to
manage themselves, their teams and our
organization effectively.
The vision spells out “what we want to achieve” . Its futuristic, inspirational, aspirational and the purpose of our existence.
Mission supports the vision to communicate the purpose and direction to employee. It is a roadmap basis which organizations take business decision
Shop Easy An E-commerce Solutions arm of Freight Systems, with ambient and cool storage facilities and an Oracle based bar code driven Warehouse Management System providing real-time information on cargo status. Shop Easy provides services, such as Logistics, Customs Clearance, Value Added and Advisory Services ranging from Brand Registration, digital marketing-ng to providing assistance with Trade Mark registration.
Values are a moral compass for an organisation and its employees. They guide decision making.
Being a constantly evolving futuristic organization, we felt the need to redefine our values to capture the principles & beliefs that will empower our people to deliver on our promise . The management team collaborated to articulate our new values as above.
Reduced efficiency, productivity & profitability
Adverse Publicity/Erosion of Company image
Increased absenteeism
Staff turnover
Costs associated with counselling, recruitment, compensation claims
Legal costs associated with defending civil or criminal charges
Loss of sleep, loss of appetite & low morale
Feelings of anger, humiliation, frustration, depression, stress, powerlessness
The only difference really is that the effects of toxic chemicals are immediate where the effect of toxic people often builds over time.
It all starts with Service Excellence, which is Stage 1 in the Service Cycle. Our aim is to deliver this consistently on every sale, every booking, every pick up, every delivery, and on every invoices and to do this every day with every customer.
THE POWER OF GREAT SERVICE RECOVERY
According to research by Harvard Business School (2007), if a poor situation is handled well, 65% of Customers will remain loyal. However, if a poor situation is handled well and with speed, up to 96% of Customers will remain loyal. Of course, this is not to suggest we should create Service Breakdowns just so we can show off our great Service Recovery skills, but it helps us see the impact of using those skills when we need to.
When things go wrong for our Customers, if we take responsibility to turn the situation around and do whatever it takes to make the experience a positive one, this will be the difference between Customers staying with us, or Customers leaving us and going to the competition.
Facilitator notes:
1. Be concise and to the point
Do not make e-mail longer than it needs to be. Remember that reading e-mail is harder than reading printed communications and a long e-mail can be very discouraging to read.
2. Answer all questions, and pre-empt further questions
An email reply must answer all questions, and pre-empt further questions – If you do not answer all the questions in the original email, you will receive further e-mails regarding the unanswered questions, which will not only waste your time and your customer’s time but also cause considerable frustration. Moreover, if you are able to pre-empt relevant questions, your customer will be grateful and impressed with your efficient and thoughtful customer service. Imagine for instance that a customer sends you an email asking which credit cards you accept. Instead of just listing the credit card types, you can guess that their next question will be about how they can order, so you also include some order information and a URL to your order page. Customers will definitely appreciate this.
3. Use proper spelling, grammar & punctuation
This is not only important because improper spelling, grammar and punctuation give a bad impression of your company, it is also important for conveying the message properly. E-mails with no periods or commas are difficult to read and can sometimes even change the meaning of the text. And, if your program has a spell checking option, why not use it?
4. Make it personal
Not only should the e-mail be personally addressed, it should also include personal i.e. customized content. For this reason auto replies are usually not very effective. However, templates can be used effectively in this way, see next tip.
5. Use templates for frequently used responses
Some questions you get over and over again, such as directions to your office or how to subscribe to your newsletter. Save these texts as response templates and paste these into your message when you need them. You can save your templates in a Word document, or use pre-formatted emails
6. Answer swiftly
Customers send e-mail because they wish to receive a quick response. If they did not want a quick response they would send a letter or a fax. Therefore, each e-mail should be replied to within at least 24 hours and preferably within the same working day. If the email is complicated, just send an email back saying that you have received it and that you will get back to them. This will put the customer's mind at rest and usually customers will then be very patient!
7. Do not attach unnecessary files
By sending large attachments you can annoy customers and even bring down their e-mail system. Wherever possible try to compress attachments and only send attachments when they are productive. Moreover, you need to have a good virus scanner in place since your customers will not be very happy if you send them documents full of viruses!
8. Use proper structure & layout
Since reading from a screen is more difficult than reading from paper, the structure and lay out is very important for e-mail messages. Use short paragraphs and blank lines between each paragraph. When making points, number them or mark each point as separate to keep the overview.
9. Do not overuse the high priority option
We all know the story of the boy who cried wolf. If you overuse the high priority option, it will lose its function when you really need it. Moreover, even if a mail has high priority, your message will come across as slightly aggressive if you flag it as 'high priority'.
10. Do not write in CAPITALS
IF YOU WRITE IN CAPITALS IT SEEMS AS IF YOU ARE SHOUTING. This can be highly annoying and might trigger an unwanted response in the form of a flame mail. Therefore, try not to send any email text in capitals.
11. Don't leave out the message thread
When you reply to an email, you must include the original mail in your reply, in other words click 'Reply', instead of 'New Mail'. Some people say that you must remove the previous message since this has already been sent and is therefore unnecessary. However, I could not agree less. If you receive many emails you obviously cannot remember each individual email. This means that a 'threadless email' will not provide enough information and you will have to spend a frustratingly long time to find out the context of the email in order to deal with it. Leaving the thread might take a fraction longer in download time, but it will save the recipient much more time and frustration in looking for the related emails in their inbox.
12. Add disclaimers to your emails
It is important to add disclaimers to your internal and external mails, since this can help protect your company from liability. Consider the following scenario: an employee accidentally forwards a virus to a customer by email. The customer decides to sue your company for damages. If you add a disclaimer at the bottom of every external mail, saying that the recipient must check each email for viruses and that it cannot be held liable for any transmitted viruses, this will surely be of help to you in court. Another example: an employee sues the company for allowing a racist email to circulate the office. If your company has an email policy in place and adds an email disclaimer to every mail that states that employees are expressly required not to make defamatory statements, you have a good case of proving that the company did everything it could to prevent offensive emails.
13. Read the email before you send it
A lot of people don't bother to read an email before they send it out, as can be seen from the many spelling and grammar mistakes contained in emails. Apart from this, reading your email through the eyes of the recipient will help you send a more effective message and avoid misunderstandings and inappropriate comments.
14. Do not overuse Reply to All
Only use Reply to All if you really need your message to be seen by each person who received the original message.
15. Mailings > use the Bcc: field or do a mail merge
When sending an email mailing, some people place all the email addresses in the To: field. There are two drawbacks to this practice:
(1) The recipient knows that you have sent the same message to a large number of recipients, and
(2) You are publicizing someone else's email address without their permission.
One way to get round this is to place all addresses in the Bcc: field. However, the recipient will only see the address from the To: field in their email, so if this was empty, the To: field will be blank and this might look like spamming.
You could include the mailing list email address in the To: field, or even better, if you have Microsoft Outlook and Word you can do a mail merge and create one message for each recipient. A mail merge also allows you to use fields in the message so that you can for instance address each recipient personally. For more information on how to do a Word mail merge, consult the Help in Word.
16. Take care with abbreviations and emoticons
In business emails, try not to use abbreviations such as BTW (by the way) and LOL (laugh out loud). The recipient might not be aware of the meanings of the abbreviations and in business emails these are generally not appropriate. The same goes for emoticons, such as the smiley :-). If you are not sure whether your recipient knows what it means, it is better not to use it.
17. Be careful with formatting
Remember that when you use formatting in your emails, the sender might not be able to view formatting, or might see different fonts than you had intended. When using colours, use a colour that is easy to read on the background.
18. Take care with rich text and HTML messages
Be aware that when you send an email in rich text or HTML format, the sender might only be able to receive plain text emails. If this is the case, the recipient will receive your message as a .txt attachment. Most email clients however, including Microsoft Outlook, are able to receive HTML and rich text messages.
19. Do not forward chain letters
Do not forward chain letters. We can safely say that all of them are hoaxes. Just delete the letters as soon as you receive them.
20. Do not request delivery and read receipts
This will almost always annoy your recipient before he or she has even read your message. Besides, it usually does not work anyway since the recipient could have blocked that function, or his/her software might not support it, so what is the use of using it? If you want to know whether an email was received it is better to ask the recipient to let you know if it was received.
Facilitator notes:
21. Do not ask to recall a message
Biggest chances are that your message has already been delivered and read. A recall request would look very silly in that case wouldn't it? It is better just to send an email to say that you have made a mistake. This will look much more honest than trying to recall a message.
22. Do not copy a message or attachment without permission
Do not copy a message or attachment belonging to another user without permission of the originator. If you do not ask permission first, you might be infringing on copyright laws.
23. Do not use email to discuss confidential information
Sending an email is like sending a postcard. If you don't want your email to be displayed on a bulletin board, don't send it. Moreover, never make any libellous, sexist or racially discriminating comments in emails, even if they are meant to be a joke.
24. Use a meaningful subject
Try to use a subject that is meaningful to the recipient as well as yourself. For instance, when you send an email to a company requesting information about a product, it is better to mention the actual name of the product, e.g. 'Product A information' than to just say 'product information' or the company's name in the subject.
25. Use active instead of passive
Try to use the active voice of a verb wherever possible. For instance, 'We will process your order today', sounds better than 'Your order will be processed today'.
The first sounds more personal, whereas the latter, especially when used frequently, sounds unnecessarily formal.
26. Avoid using URGENT and IMPORTANT
Even more so than the high-priority option, you must at all times try to avoid these types of words in an email or subject line. Only use this if it is a really, really urgent or important message.
27. Avoid long sentences
Try to keep your sentences to a maximum of 15-20 words. Email is meant to be a quick medium and requires a different kind of writing than letters. Also take care not to send emails that are too long. If a person receives an email that looks like a dissertation, chances are that they will not even attempt to read it!
28. Don't send or forward emails containing libellous, defamatory, offensive, racist or obscene remarks
By sending or even just forwarding one libellous, or offensive remark in an email, you and your company can face court cases resulting in multi-million dollar penalties.
29. Don't forward virus hoaxes and chain letters
If you receive an email message warning you of a new unstoppable virus that will immediately delete everything from your computer, this is most probably a hoax. By forwarding hoaxes you use valuable bandwidth and sometimes virus hoaxes contain viruses themselves, by attaching a so-called file that will stop the dangerous virus. The same goes for chain letters that promise incredible riches or ask your help for a charitable cause. Even if the content seems to be bona fide, the senders are usually not. Since it is impossible to find out whether a chain letter is real or not, the best place for it is the recycle bin.
30. Keep your language gender neutral
In this day and age, avoid using sexist language such as: 'The user should add a signature by configuring his email program'. Apart from using he/she, you can also use the neutral gender: ''The user should add a signature by configuring the email program'.
31. Don't reply to spam
By replying to spam or by unsubscribing, you are confirming that your email address is 'live'. Confirming this will only generate even more spam. Therefore, just hit the delete button or use email software to remove spam automatically.
32. Use cc: field sparingly
Try not to use the cc: field unless the recipient in the cc: field knows why they are receiving a copy of the message. Using the cc: field can be confusing since the recipients might not know who is supposed to act on the message. Also, when responding to a cc: message, should you include the other recipient in the cc: field as well? This will depend on the situation. In general, do not include the person in the cc: field unless you have a particular reason for wanting this person to see your response. Again, make sure that this person will know why they are receiving a copy.
Conversing with the customer
Say “Please” when appropriate
Say “May I” or “Could You” instead of “Can I”
Remember to maintain enthusiasm and excitement in your tone
Show respect.
Be genuinely polite
Be patient …don’t sound rude /annoyed or abrupt.
Organize your desk that you have the following handy namely a pen, a paper pad, a glass of water.
