The document discusses key aspects of organizational communication, emphasizing the importance of etiquette, ethical communication, and effective telephonic and written exchanges. It outlines guidelines for telephone manners and the structured process for written communication based on escalating issues within an organization. Respect, clarity, and professionalism are essential components highlighted throughout the document.

1. Organizational Communication
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2. Communication –
 The transfer and receipt of information from one person
to another
(or from one point to another).
 It is always between at least two people –sender and receiver –
and the roles will change frequently.
 But the message must be understood for communication to be
considered complete.
Source Encoding Channel Decoding Receiver
Messag
e
Message Messag
e
Message
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3. Etiquette in the WorkplaceEtiquette in the Workplace
RespectRespectRespectRespect
CourtesyCourtesyCourtesyCourtesy
Common SenseCommon SenseCommon SenseCommon Sense
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4. Ethical Communication
Audience-Centered
Approach
Intercultural Sensitivity
Constructive Feedback
Business Etiquette
Technology Skills
Communication SkillsCommunication Skills
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5. Telephonic Manners -
1) Pick up the phone in three rings . More than three rings signals
chaos
in your office.
2) Greet the caller, e.g. “hello”, “good morning”. Good manners shows
you respect the caller.
3) Give your name.
4) Ask the attendee , how you can help.
5) The greeting is key, it sets the tone and style of the wholePrepared by - Omkar Tembe 5

6. Do’s for Telephonic Conversation -
1) Be kind, polite, direct, enthusiastic, and speak with a strong voice.
2) Try to have little or no background noise, i.e. loud radio.
3) Don’t be too familiar.
4) Do not yell or talk to others in the room while you are on the telephone.
5) Do not eat, drink, or chew gum while talking on the telephone.
6) Always have paper and pen by the telephone.
7) When answering the telephone and the caller did not hear your
introduction and says, “Is ______ in?”
8) DO NOT respond with: “Yes.” This is confusing to the caller. Instead,
answer by saying, “This is he/she” or “Speaking.”
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7. Written Communication:-
Written Communication process is as follow –
1. In first mail :-
To - Keep Respective or concern branch/Hub/Head Office – Executive.
2. In Second Mail :- If problem is not solved
To:- Keep Reporting Authority in To & branch/Hub/Head Office - Executive in Cc.
3. In Third Mail : - If problem is not solved
To:- Keep Area/Cluster Manager in To& Concern branch/Hub/Head Office - Executive,
Reporting Authority in Cc
4. In Fourth Mail : - If problem is not solved
To:-Keep Management in To & Concern branch/Hub/Head Office - Executive, Reporting
Authority in Cc.
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8. Mail To Cc
1st
Mail Concern Branch/Hub/Head office
Executive
-
2nd
Mail Reporting Authority Branch/Hub/Head office Executive
3rd
Mail Area/Cluster Manager Branch/Hub/Head office Executive,
Reporting Authority
4th
Mail Management Branch/Hub/Head office Executive,
Reporting Authority
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9. Thank you !!!
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10. Thank you !!!
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