1. 1 Email Etiquette and Basics of Letter Writing

2. 2 What is an Etiquette? General code of behavior that is acceptable within a specific social culture Though etiquette depends on culture, some expectations are widely shared. –Say “Please" even if this person is your subordinate –Say “Thank You" even if this person is your subordinate –Say "I'm sorry" even when you have injured someone inadvertently –When someone has injured you, but says "I'm sorry," try to forgive the person. You can do this by saying, "I forgive you," or "Thanks for apologizing." –Do not use insulting humor –Do not abuse other people, especially those weak or disadvantaged

3. 3 Why is Etiquette important? Professionalism –To convey a professional image –To prevent a casual Respect –To ensure you show respect to co-workers –Develop relationships Standards of behavioral communication –To ensure you communicate effectively –To communicate the right message – verbally or non-verbally –To create a positive impression Nurture a Positive Attitude –Avoid negativism –Enhance self esteem

4. 4 EMAIL ETIQUETTE

5. 5 Emails Part of our social and cultural life Real time conversation we make judgments about a person’s motives and intentions based on the tone of voice, gesture Few courtesies in e-mailing will reach you miles ahead on information super highways

6. 6 Writing the subject line Check the email policy of the organization Clearly summarize the contents of your mail in the subject line Use a descriptive lengthy subject Recreate subject line while replying or forwarding if needed Choose a good subject line: Alan wants to meet with his team to discuss the JAVA Certifications program at 5 p.m. What is the best method? –Send a Meeting request through the calendar with the subject line: I want to see you at 5 p.m. this evening Java Certifications Program Are you free at 5 p.m.? 5 p.m. You and me

7. 7 Reply to The addresses in the ‘To’ are the people who have to act on the mail The addresses in the ‘Cc’ are for people who need to be kept informed Don’t use Cc to copy your message to everyone The addresses in Bcc receive a copy for information. Addresses in ‘To’ and ‘Cc’ do not know of inclusion of addresses in ‘Bcc’ Don’t use ‘Reply to All’ unless all of them need to get the reply

8. 8 What is wrong with this email? To: Raji Sharma CC. Alok Patel Subject: Where is my certificate. Message: WHERE IS MY CERTIFICATE? I HAVE BEEN ASKING YOU FOR SUCH A LONG TIME. YOU DO NOT BOTHER TO REPLY TO MY EMAIL. WHAT ARE YOU DOING??? Pandey Manager Raji’s boss

9. 9 Message Be concise and precise Don’t use too much of punctuation Email can be in plain text. Don’t use excessive formatting Salutations- Personalize your message to your recipient –You may start your mail with say, ‘Dear Smith’ or ‘Smith’ Use proper spelling, grammar and language Always spell check and grammar check before sending

10. 10 Email Message Use templates for frequently used responses Always minimize, compress large files When sending unsolicited mail, make sure there is value to the recipient If your message does not need a response, let the recipient know Avoid long sentences

11. 11 Email etiquette Use courtesy expressions (Please and thank you) appropriately While forwarding emails strip all extraneous information and characters While using abbreviations ensure that the recipient knows what it stands FYI IMHO BTW TTYL FWIW For your information In my humble opinion By the way Talk to you later For what its worth

12. 12 Don’ts Don’t use Return Receipt for all mails that you send Don’t forward chain mails Use priority options only if it needs immediate attention ! Do not use abbreviations in business email Do not write in casual language Do not use colored letters Do not send large attachments Do not use capital letters (indicates shouting at a person )

13. 13 Don’ts Avoid using emoticons in formal email such as: :> or :-> = Devilish grin :] or :-] = Friendly :( or :-( = Frowning :/ or :-/ = Frustrated :) or :-) = Smiling :O or :-O = Surprised ;) or ;-)= Winking :} or :-} = Wry smile Do not use Business email for personal use such as: –Job search –Sending personal greetings –Sending large photos, images, and games DO NOT FLAME on the email –Always be polite and show respect

14. 14 Just for Fun!! Since I have to go to my village to sell my land along with my wife, Please sanction me one-week leave. As my mother-in-law has expired and I am only one responsible for it, please grant me 10 days leave.“ My wife is suffering from sickness and as I am her only husband at home I may be granted leave".

15. 15 Before you leave Write emails to express not to impress Use emails to disseminate need to know information to need to know people

16. 16 Telephone Etiquette You Never Get A Second Chance To Make A First Impression

17. 17 RING…RING… Answer incoming calls within 2 nd or 3 rd ring Always identify yourself. Everyone likes to know who they are talking to. Greet the caller with “Hello! This is Shella speaking…” Never Forget to say a “Good Bye” pleasantly and replace the receiver gently.

18. 18 Setting a Pleasant Tone Smile when you pick up the call Control voice and speed Project a tone that is enthusiastic, natural, attentive, cheerful and respectful Avoid “Emotional Leakage” Don’t leak negative emotions from one situation into another.

19. 19 What Courteous Speakers Use “May I help you please ?” “ I’m sorry to have kept you waiting” “Thank-you for calling” “It was nice talking to you” “Is there anything else I can do for you?” “it’s been a pleasure serving you” The caller’s name (be sure to pronounce it correctly) Friendly greeting such as “Hello,” ”good morning “and “good bye” “I’d be happy to do that for you”

20. 20 Phrases to Avoid “I” statements “You” statements where “You” is accusatory Ambiguous statements- “I don’t know”; “I will try”; “I am not sure” “….BUT…..” “…..However….” statements which means there is uncertainty You’ll have to…” Sound like your Ordering the Caller.. - Instead try this…. “ Here’s how we can help you……”

21. 21 Transferring, Putting Calls on Hold When you cannot help the caller Know whom to transfer to Inform caller of why you are transferring and to whom Stay on the line until someone answers Provide smooth transition of the caller

22. 22 Closing a call  Close with +ve note  Summarize  Reiterate the action needed  Reassure  Ensure what needs to be done is done  Conference Call –Involve only those needed –Take turns in asking and answering –Listen to others –DO not monopolize the conversation –Take notes on who says what –Create Meeting Minutes and reconfirm in writing

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