In the bustling landscape of modern communication, two titans reign supreme: email and the telephone. These seemingly mundane tools serve as the arteries of information, pulsating through professional and personal relationships alike. Yet, their effectiveness hinges on a crucial factor often overlooked: etiquette. Just as manners navigate the physical world, email and telephone etiquette provide the invisible framework for respectful, efficient, and professional communication in the digital realm. Email: Mastering the Written Word Emails, while ostensibly simple text exchanges, carry the weight of professionalism and courtesy. Let's delve into the principles that transform these electronic missives into pillars of effective communication: Crafting a Clear Subject Line: The subject line is a silent first impression. Make it concise, descriptive, and action-oriented. A subject line like "Meeting Minutes – Jan 3rd" is far more efficient than "Quick question." Formal vs. Informal: Gauge the tone based on your relationship with the recipient. Formal emails to superiors or clients require proper salutations ("Dear Mr./Ms. X"), a structured format, and grammatically correct language. Informal emails to colleagues can adopt a looser, conversational style. Clarity and Concision: Brevity is king. State your purpose early, use bullet points for key points, and avoid rambling sentences. Remember, busy recipients value your time and clarity. Attachments with Care: Only attach what's necessary. Large files can clog inboxes and cause frustration. If essential, use compression tools or cloud storage links. Proofread and Respond: Typos and grammatical errors scream unprofessionalism. Take the time to proofread thoroughly, and respond promptly, even if it's just to acknowledge receipt. Mind the Reply All Button: Use it sparingly. Avoid unnecessary cc'ing and flooding inboxes with irrelevant replies. Be Mindful of Tone: Text lacks nuance. Avoid sarcasm, humor that might be misread, and overly emotional language. Respectful Disagreements: When disagreeing, do so respectfully. Focus on the issue, not the person, and use constructive language. The Art of Responding: Acknowledge emails promptly, even if it's just to say you'll be providing a detailed response later. When replying, address the main points raised and clearly state your next steps. Telephone: Bridging the Distance with Voice While email dominates textual communication, the telephone remains the go-to for real-time conversations. Mastering telephone etiquette ensures clear, productive, and courteous interactions: Preparation is Key: Before dialing, have your notes and talking points ready. This avoids rambling and ensures efficiency. Professional Greetings: First impressions matter. Answer with a clear, enthusiastic greeting and state your name and company (if applicable). Speak Clearly and Concisely: Enunciate words, avoid jargon, and maintain a moderate volume.

1. Session 12 : Email, & Telephone
Etiquette
Mr. Syed Hassan Abdullah
MSW, (Ph.D. in HR/OB)
Assistant Professor & Career Coach

2. • Etiquette governing communication on the Internet.
• Most organizations address email etiquette in their email policies to help
protect the company’s image. A poorly written email can be embarrassing to a
company. It looks unprofessional and it can cost a company money in accounts
and also in respect.
EMAIL ETIQUETTE

3. Advantages Disadvantages
Easily to connect with other people Junk & unwanted emails
Saves a lot of time
Inadequate longer messages and bigger
audience groups
Facilitates communication between people Not confidential
Cost-effective & have legal sanction No expression of emotions

4. • To (Recipient’s address) – receivers email id.
• CC – It stands for “courtesy copy”. People who are not directly but indirectly
involved in the matter.
• BCC – It stands for “blind courtesy copy”. Recipients & CC email addresses will
not be able to know to whom the email is also being sent.
• Subject – Alerts the recipients to the contents of a message.
• Content – It’s the main subject matter.
• Signature – The senders
BASICS OF EMAIL WRITING

5. STEPS IN EMAIL WRITING

7. SAMPLE

8. SAMPLE

9. • Since much of today’s business is done over the phone, using
correct telephonic etiquette is important!
• Before receiving or making a call, two important things to
consider is:
• Have a decent ring tone for official calls
• Keep a book and a writing pen ready, with a glass of water
TELEPHONE ETIQUETTE

10. 7 STEPS FOR A GOOD FLOW
1. General etiquette:
• As soon as you receive a call first identify yourself with your name while
answering
• Return phone calls within 24hours and apologize for missing it and if it is late.
• Identify your self when you place a call say your name, the Company’s or the
department you represent along with your designation.

11. CONTD…
2. Inter office phone etiquette:
• Don’t hover outside a co worker’s cubicle.
• Don’t listen to others call, if you share cubicle
and never comment on the conversation if
you have ever heard it .

12. CONTD…
3. Voice Mail:
• Outgoing message, greet, include your name and
company’s name .
• Let the caller know how to reach you in an emergency
• Update your outgoing message . If you are going out of the
office your message says so when you go away, state the
date you‘ll be available and whether or not you’ll be
calling/or for messages or whom to contact.

13. CONTD…
4. Call waiting:
• Unless you are expecting an urgent call and say so, its impolite to continually
put someone on hold while you talk to another. Say politely . Take the other
call explain you are on another line and will be back.

14. CONTD…
5. Speaker Phone:
• Good when you are on con-call with several people, else it annoys the other
person whose voice is broadcast.
• Use it sparingly and always tell the person on the other side that speaker
phone is on.

15. CONTD…
6. Cell Phones:
• If you must take or make a call keep it short and sweet. Never switch on the
music via FM or recorded during office hours
• Never use colleagues phone to call your assigned client, as your number may
not be stored.
• Switch off your phone before you enter the meeting hall or while you talk to
your seniors

16. CONTD…
7. Placing someone on holds:
• Seek Permission
• Specify the Duration
• Explain the Reason
• Wait for the customer’s response
• Get back to the customer in the committed time
frame

17. CONVERSING WITH A CUSTOMER
• Say “Please” when appropriate
• Say “May I” or “Could You” instead of “Can I”
• Say “Thank You” when...
• You get back to the customer for being on hold
“Thank you for being on hold.

18. USEFUL PHRASES
• Could you ask her to call me back, please?
• Could you give him a message, please.
• What time do you expect her back?
• I’ll call again later today.
• Thanks very much for your help.

19. USEFUL PHRASES
• I’m afraid he’s in a meeting/not in the office/still at lunch/not
available just now. Is there anything I can do for you?
• Hold on a moment, please.
• I’ll just find out if she’s back yet/in the other office/available.
• I’ll put you through to Miss…
• I’ll ask … to call you back as soon as she is free.
• What’s your extension number/fax number?

20. ACTIVITY
You are calling an employer to follow up on the resume
and cover letter you submitted. Write a script for the
message you would leave.