Always acknowledge emails you get in a timely manner (Ex. Noted. Thank You.) If you are in “To” list, acknowledge/reply to the mail Reply within 12 hours (Sooner the better, shows your responsiveness) Don’t abuse the “Reply to All” – Ex. Company mail on birthday. Send only to sender if its just an acknowledge/but then again it depends. Don’t leave out the message thread Read your email before you send it – Something happens to me all the time. (In 99X I don’t know if you can but in Gmail make the setting as wait 30 seconds to undo the mail you just sent) Answer all questions & more Avoid long sentences Forgetting the attachment – Before mail, attach them.
• Difficulty in seeing other people’s
point of view
• Interrupts communication Exchange
• Achieve goals often at other’s
• Indirect and hesitant in expressing
• Trust others but not self
• Degrading your knowledge level
• Allows others to make decisions for
• Express honestly and directly
• Active listener
• Consider other’s feelings
• Confident on self
No one judges you on how right or wrong
you are, but whether you exist or not!
Good Meeting Manners
• Positive body language
• Contribute effectively and actively
• Constructive criticism
• Arrive prepared and on time for meeting
• Take Notes, decide on action plan and ACT!
Tips for professional communication
• How to ask :– I need … why I need? … the appreciation
• Ex: I need you to be in the office promptly at 8am for the scrum training. Thank You.
• How to instruct:
• Clear understanding of the end result
• The role
• Accountability (benchmarks along the way, deadlines, etc.)
• How to say No:
• Understand : Situation : Alternative
• I understand X (X=your paraphrasing of what they are asking you to do). Here is the
situation (explain the policy, etc.). Here is what I can do instead…. You should then repeat
this (in different forms) as many times as necessary.
Tips for professional communication
• Responding to Criticism - AAA
• Address the mistake (example: “You’re right….”)
• Apologize (sincerely)
• Accept responsibility (example: “It won’t happen again.”)
• Showing Appreciation
• Most important motivator for most employees is appreciation
• Ex: I really appreciate the fact that you stayed late to help me finish this project.
Thank you so much.
Sending • Courteous greeting and closing.
• Address appropriately and correctly spell the
• Spell check
• The right tone
• Correct formatting, structure of mail.
• Brief and to the point
• Always end your emails with "Thank you,"
"Sincerely," "Take it easy," "Best regards" -
• Could you please…… vs. Could you….. ,please? / Could you…
• Would you be so kind as to… vs. I'd be grateful if you could….
• Kindly… vs. Could you…
• Immediately / without further delay vs.
• As this matter is urgent, I would appreciate a reply as soon as possible
• I would be grateful for your prompt reply
• I look forward to hearing from you as soon as possible
• I look forward to hearing from you at your earliest convenience (Slightly old-fashioned.)
• No fancy fonts
• Use emoticons sparingly to ensure your tone and intent are clear
• Typing your emails in all small case gives the perception of lack of education or
To, From, CC, BCC, RR, Subject
• Meaningful subject line
• To: field for those who you would like a response from
• Cc: field for those who you are just FYI'ing
• Use BCC when mailing to a group of people whom themselves don’t know personally
(Ex. Registration form)
• BCC your supervisor/lead when you send a mail outside of the company. (For
customer project work or Uni Relation work)
• No fun forwarding chains and hoaxes
• If someone asks you to refrain from forwarding emails they have that right and you
shouldn't get mad or take it personally
• Don't forward anything without editing out all the forwarding (other email addresses,
headers and commentary from all the other forwarders)
• The sender should be okay with you forwarding
Attachments and Quick Messages
• When only an attachment is sending
• “PFA” – Please find attached
• Describe about the attachments if multiple attachments
• Quick Messages
• Subject: Meet me before 5.30pm <eom>
• Always acknowledge emails you get in a timely manner (Ex. Noted. Thank You.)
• If you are in “To” list, acknowledge/reply to the mail
• Reply within 12 hours (Sooner the better, shows your responsiveness)
• Don’t abuse the “Reply to All”
• Don’t leave out the message thread
• Read your email before you send it
• Answer all questions & more
• Avoid long sentences
• Forgetting the attachment
• When adding another person to the loop, add him and on top of the mail mention that you have
• Ex: Added Sarasi
• In a group mail thread, if you are replying to one or few people mention that in the mail
• Ex: Only to Harindu, Priyashani and Kosala
• If you want to remove someone from the thread (if they asks you to do so personally or any other
means) BCC him/her in the mail and mention that in the mail as well
• Ex: BCC Amalka
• If you want to address specific people use @. Ex: @Shanika/Vidura: Please send me your details
• When added to a email conversation, make at least a small contribution, however dumb you may think
• Answer with a friendly greeting. (Ex. Good afternoon)
• Ask the caller for their name, even if their name is not necessary for the call
• If it was a wrong number, be courteous. Don’t hung up, but tell the caller, he’s dialing
a wrong number.
• If you see a missed call on your phone, call back (or atleast text)
• Identify yourself as the first thing.
• Always know and state the purpose of the communication
• If you told a person you would call at a certain time, call them as you promised
• If you need to delay the conversation, call to postpone it or SMS, but do not make
the other person wait around for your call
• Keep a notepad when you call and make notes of the important things
• Use oral cues (Use hmmm or yes every now and then)
• Slow down and lower your voice
• End strong with the conclusion (“Great, so I will finish configuring the server by
Friday and if I need any clarifications, I will call you. Thank You.”)
•Don’t place your phone on the table when meeting others
Day to day conversations
• Don’t go on chatting until your contact acknowledges (Simple “Hi” would take you the long
• Don’t send long messages (That’s what email are for)
• Acknowledge interruptions (Phone call, visitor, stuck in the code)
• Ask permission before start a video call
• Make sure you have made all users aware of each other’s roles before inviting them to a
• Use emoticons sparingly (Simple is okay with leads but keep (mooning) or (sheep) to your
• Test your voice and video 10 mins prior to skype video call with your customers
• Be Careful Of Your Tone -
• Be mindful of what you post – Shouting on FB is like shouting to an audience of
• Call rather than post personal news
• Reply to comments especially if they are questions
• Properly identify yourself before making friend request to strangers
• Don’t overshare yourself
• DO RSVP promptly to event invites.
• Don’t loose your coolness at any time
• Positive self-promotion
I do whatever I feel to do. This is me and this is how I roll!
And I don’t care what everyone else is thinking!!!
While being yourself, you have to uphold the status of many;
Parents, School, University, Organizations you work for and your
Respect cannot be demanded,
but only be earned!