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Professional Communication Etiquette

Professional Communication Etiquette. This covers the areas for direct communication, emails, telephone, skype and facebook.

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Professional Communication Etiquette

  1. 1. Communication Etiquette For Information & Technology industry
  2. 2. What to expect? • Direct Communication • Email • Telephone • Skype • Facebook
  3. 3. Direct Communication Communication Etiquette
  4. 4. Aggressive • Difficulty in seeing other people’s point of view • Interrupts communication Exchange • Achieve goals often at other’s expense Passive • Indirect and hesitant in expressing views • Trust others but not self • Degrading your knowledge level • Allows others to make decisions for self
  5. 5. Assertive Communication • Express honestly and directly • Active listener • Consider other’s feelings • Confident on self • Flexible No one judges you on how right or wrong you are, but whether you exist or not!
  6. 6. Good Meeting Manners • Positive body language • Contribute effectively and actively • Listen • Constructive criticism • Arrive prepared and on time for meeting • Take Notes, decide on action plan and ACT!
  7. 7. 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.
  8. 8. 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.
  9. 9. Email Communication Etiquette
  10. 10. Sending • Courteous greeting and closing. • Address appropriately and correctly spell the names • 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" - something!
  11. 11. Sample Greetings • 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.)
  12. 12. Formatting • 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 laziness
  13. 13. 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)
  14. 14. Forwarding • 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
  15. 15. 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>
  16. 16. Acknowledging • 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
  17. 17. Mail Threads • When adding another person to the loop, add him and on top of the mail mention that you have added him/her. • 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 ASAP. • When added to a email conversation, make at least a small contribution, however dumb you may think it be!
  18. 18. If You are on mobile
  19. 19. Telephone Communication Etiquette
  20. 20. Answering • 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)
  21. 21. Making Calls • 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
  22. 22. General • 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
  23. 23. Skype Communication Etiquette
  24. 24. Day to day conversations • Don’t go on chatting until your contact acknowledges (Simple “Hi” would take you the long way) • 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 group • Use emoticons sparingly (Simple  is okay with leads but keep (mooning) or (sheep) to your friends) • Test your voice and video 10 mins prior to skype video call with your customers
  25. 25. Facebook Communication Etiquette
  26. 26. General Tips • Be Careful Of Your Tone -  • Be mindful of what you post – Shouting on FB is like shouting to an audience of <#friends> • Call rather than post personal news • Reply to comments especially if they are questions
  27. 27. General Tips • 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
  28. 28. 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!!! But, While being yourself, you have to uphold the status of many; Parents, School, University, Organizations you work for and your Profession!
  29. 29. Respect cannot be demanded, but only be earned! Thank You!
  30. 30. Reference 1) 2) uploads/2013/06/23_Rules_of_Corporate_Email_Etiquette.pdf 3) 4) 5) 2013-12 6) 7)