Tips on how to write a proper mail and how to converse telephone properly.

2. Email Etiquettes
Email etiquette refers to the principles of behaviour
that one should use when writing or answering email
messages

3. Scenario:
• A customer has ordered 5000 units of Product “X” . 2000
units of size 1, 2000 units of size 2 and 1000 units of size
3. A joint meeting was held between the management,
purchase, stores and dispatch team that the product will
be manufactured and dispatched on a specific date.
• Unfortunately, the company will not be able to produce
5000 units of required sizes on the target date, due to
failure of machinery
• You are a production executive, write a mail to the
management regarding failure in producing the order .

4. Why E-mail is an effective way
of communication ?
A company needs to implement etiquette rules for the
following three reasons
 Professionalism: by using proper email language your
company will convey a professional image.
 Efficiency: emails that get to the point are much more
effective than poorly worded emails.
 Protection from liability: employee awareness of email
risks will protect your company from costly law suits.

5. Format of an E-mail
 To and from fields
 CC (Carbon Copy)
 BCC (Blind Carbon Copy)
 Subject lines
 Body :-salutation
recipient name
message content
 Closing line
 Signature file

6. To and from fields
 To – Mark only to relevant people, who needs to take
actions on the mail.
 Audience (to whom the mail is addressed)
 From – The sender of the mail.

7. Cc and Bcc:
 CC
For informative purpose
 BCC
Hidden address

8. Writing a subject line
 Writing the subject line first.
 Write the subject line in 6 to 8 words.
 Eliminate filler words like hi, hello in the
subject
 Don’t put words in ALL CAPS
 It should clearly state the
purpose of the mail.

9. Proper and accurate words to be
used
For examples:-
Want leave for 15 days
Leave application for 15 days

10. BODY: salutation & recipient
name
•Check Spelling
•Use of first name
•For unknown gender:
Dear “First Name”
•Use of Mr. and Ms.

11. Pyramid for writing emails

12. Closing line
Formal Informal
Your Sincerely
Your faithfully
Yours truly
Thank you
Regards
Best Regards
Thanks
Thanks and Regards

13. Signature:
Standardize your signature with name and contact
details.
FULL NAME
DESIGNATION
Comapany Name
Address
Phone :
Cell No.:
Email:
LOGO
WEB:

14. EXAMPLE:
 Neha is a promotions associate in a company
working for kitchen appliances
 The company has exhibited its product in one of
the biggest exhibitions of the country
 A local supplier who was supposed to help her
setting up the basic appliances for displaying the
product has failed to deliver at the last minute as
his truck broke down
 Neha has written an email to her supervisor and
told him what has happened

15. An Example of what not to
do
Dear Sir,
As you know, I am at the exhibition near Sinchan Nagar. There are many
companies providing the kind of appliances that we do, but our appliances
which are totally automated can easily stand out in the competition.
Anyway, we have got a big problem with getting the basic setup ready for
displaying the appliances. The supplier told me yesterday that he has only
one truck and it broke down yesterday.(He said that the truck would be
repaired by today, which is why I didn’t tell you before, but now the truck
seems to be not in the condition to deliver the appliances by EOD today.
The graphics, cabinet lighting is all set but we have no appliances!!
Can you suggest me as to how can we go about it? I mean, should we wait
for one more day or should we look out for a different supplier?

16. Summary:
• What is the most important thing that Neha needs to
inform her supervisor?
Summary Statement
I want to inform you that the supplier we hired to setup our
appliances for the exhibition confirmed this morning that
he is unable to deliver because his truck broke down.

17. Background
 To provide the readers with the background
we need to answer four basic questions:

18. Include the details:
In the details we can include:
•What has happened?
•How can we solve the problem?
To complete the booth, I need a supplier who can deliver and set up a
refrigerator and 2 microwaves before 7 p.m. tomorrow.
The units do not need to be operational, so setup will not include
connecting to the power supply.

19. Discussing Desired Outcome or
Action :
In the desired outcome/action:
•Discuss about what you or the reader has to do
I have informed the onsite coordinators that we will be expecting the
delivery by tomorrow.
Kindly assist me in finding another supplier who can handle rush
delivery and setup. I will get in touch with you again by the end of
the day.

20. Internal and external email
Internal external
Intra office communication Inter office communication
Less formal More formal
Cannot be forwarded to external mail
as it is
External mail can be forwarded to
internal
Example : Mail to supervisor or any
other department in the organization
Example: Mail to client or suppliers of
organization.

21. Do’s & Don’t of Email
Writing
 Be concise and to the point
 Answer all questions and pre-empt further questions
 Use proper spellings, grammar and punctuation
 Make it personal
 Use templates for frequently used responses
 Answer swiftly
 Do not attach unnecessary files
 Use proper structure and layout

22. Continued….Do’s & Don’t of E-
mail Writing
 Do not overuse the high priority option
 Do not write in CAPITALS
 Avoid Texting Abbreviations
 Don't leave out the message thread (Debatable)
 Review the content of your email before sending out.
 Return emails promptly- within one business day.

23. Questions if any????

24. TELEPHONIC ETIQUETTES
Telephone etiquettes are the sets of rules that
apply when people make or receive the telephone
calls.

25. Why it is important
 Positive image is formed.
 Show professionalism
 Company’s reputation is enhanced.

26. Phases of professional call
 Five phases:-
Phase 1
Opening the call
(greetings &
introduction)
Phase 2
Building rapport
and identifying
needs Phase 3
Collecting and
verifying
information
Phase 4
Provides
information
,solutions or
alternatives
Phase 5
Close the call
(summarize)

27. Call opening
 Our voice is our company’s voice.
 The first impression a customer gets of our
company is the first few seconds of our
conversation
 Voice will always convey our body language.
 Be enthusiastic and identify yourself.

28. During Conversation
 Be polite and respectful
 Be patient with them and do not sound
rude,annoyed.
 Feel good when you speak with anybody.

29. Call closure
 Summarize what has been discussed.
 End on a positive note.
 Have a pleasant tone and be courteous

30. Things to keep in mind
 Presenting a professional image –
 Taking care of customers over the phone and making
them well informed and appreciated.
 Always listen to what the caller has to say.
 It is always good habit to repeat the information back to
the client when you are taking a message.

31. Continued…
 Speaking Style –
Take time to speak clearly, slowly and in a
cheerful, professional voice is important.

32. Continued…
 Usage of tone
 Use a normal tone of voice when answering a call.
 Incase, you have a tendency to speak loud or shout, avoid
doing so on the telephone.

33. Continued…
 Usage of language
 Speak in a normal way but effective manner
 Words delivered should be clear and understood.

34. Do’s :
 Be patient and helpful
 Respond clearly with “yes” or “No” when speaking.
 If you are answering the caller on behalf of your team
member, please mention to the caller and try if you can
assist them on the query. Else, note the contact number
of the caller so that the concerned person can call back
on the query for resolution.
 Address the caller properly.
 Always ask the caller if you can put the call on hold.
 Verify that you have heard and transcribed the message
accurately.

35. Don’ts:
 Do not eat or drink while you are on a call.
 Do not use slang or poor language.
 Never address an unfamiliar caller by his/her first name.
 Never snap back or act rude to the caller.
 Never leave a person on hold for more than few seconds
or they may become upset and hang up.

36. Exercise:

37. Continued…

38. Continued…

39. When you are out
of the office ,
forward to
voicemail or
person available
on your behalf
hen you are not in the office......

40. QUESTIONS IF ANY??

41. THANK YOU