Effective Communication

Email Etiquettes
Comviva_Template_V1.0_Mar09 1

Workshop overview

1. Email Etiquette Why is it important? 2. Dos & Don'ts in Writing Emails 3. Sample Emails 4. E er!ise "During the #raining$ %. &ollo' up e er!ise (onitoring email e !hanges %.1. )et'een team mem*ers %.2. )et'een !ross +un!tional teams %.3. With !lients ,. E-aluation

Why is Email Etiquette important?

.We all intera!t 'ith the printe/ 'or/ as though it has a personality & that personality ma0es positi-e & negati-e impressions1

.Without imme/iate +ee/*a!0 your /o!ument !an easily *e misinterprete/ *y your rea/er2 so it is !ru!ial that you +ollo' the *asi! rules o+ etiquette to !onstru!t an appropriate tone1

3oints to remem*er4 1. 3ro+essional me/ium to !ommuni!ate 2. #o a-oi/ misinterpretation an/ misuse o+ email ser-i!e 3. 5elationship in hierar!hy 3.1. &or !olleagues an/ 6uniors 3.2 &or *oss an/ seniors

How to write an email ? Must ask following questions to yourself

1. Why am I writing this document? 1.7. De!i/e on the su*6e!t. 1.). Stru!ture your thoughts on 'hat you 'ant to 'rite

2. Who am I writing to ? 2.7. 8no' your au/ien!e. 2.). 9ontent o+ in+ormation to *e share/. 2.9. :#o: & :99:

3. What do I want to communicate ? 3.7. 7rti!ulation o+ i/ea an/ message.

. How do I communicate ? 4.7. 7ggressi-e ; E pressi-e "'hat a!tion 'e e pe!t +rom the re!ipients$

Elements o! Email Etiquette

1. <eneral &ormat. 2. Writing long message. 3. 7tta!hments. 4. #he !urse o+ surprises. %. &laming. ,. Deli-ering in+ormation "!ontents an/ 'or/s$. =. Deli-ering *a/ ne's. >. Ele!troni! (ailing ?ist.

"o#

$$#

%$$# Think before you click !!

!s "it# an$ form of "ritin%& in or'er to (e effective& $ou must first i'entif$ $our tar%et au'ience. T#e same is true "#en "ritin% emails.

To) CC) +Car(on Cop$, .CC) +.lin' Car(on Cop$,

*se' for ) Main recipient (Is any action needed from the person?) *se' for) -t#er important persons "#o s#oul' (e part of t#e email or s#oul' (e informe'. *se' for) for"ar'in% an email to lar%e num(er of recipients

Points to remember: 1. /on0t automaticall$ +1epl$ to all, 2. Ta2e one last loo2 at $our 'istri(ution list 3 is t#is email necessar$ for all recipients.

&ersuasive writing

.5ersuasive "ritin% is a t$pe of "ritin% "#ere $our main %oal is to persua'e or convince someone to 'o somet#in% t#at $ou "ant t#em to 'o,

1. 6pea2s to t#e rea'er in accor'ance "it# #is7 #er frame of reference. 2. Clearl$ an' succinctl$ conve$s t#e messa%e. 3. Ma2es t#e rea'er ta2e t#e actions t#e "riter "ants. 4. 8ritin% effective intro'uctions. 5. Ma2in% a "ell structure' content. . *sin% appropriate tone. 4. 8ritin% effective closin%s

'eneral (ormat

1. Salutations. 2. Su*6e!ts 3. ?ist an/ )ullets 4. &ormat an/ ?ayout %. 3aragraphs ,. 7tta!hments =. Signatures

'eneral (ormat

). *alutation 7.1. Salutations are tri!0y2 espe!ially i+ you are !rossing !ultures. 7.2. &requently2 titles are /i++erent +or men an/ 'omen2 an/ you may not *e a*le to tell 'hi!h you are a//ressing. 7.3. @n the Anite/ States2 using someone's +irst name is usually o0. 7.4. Dear2 ; Bi "+irst name$2 ; +irst name ; Dear (r. "last name$

%.

*u+,ect

).1. Dont lea-e su*6e!t *lan0. ).2. Su*6e!t shoul/ *e a -ery short summary o+ your eCmail. ).3. Do not ma0e it too long "4DC4% !har$. ).4. @+ its an urgent issue that nee/s -ery qui!0 attention2 mention A5<EE# in su*6e!t. ).%. @+ it is a*solutely *usiness !riti!al that the re!ipient ta0e a!tion to/ay2 you !an 'rite .7!tion require/ to/ay1.

'eneral (ormat

$. -ist . %ullets 9.1. When you are 'riting /ire!tions or 'ant to emphasiFe important points2 num*er your /ire!tions or *ullet your main points.

/. &aragraphs D.1. Ase paragraphs that are not more than three to +i-e lines2 so that the meaning o+ the message o+ short an/ sharpG E. (ormat and -ayout E.1. 9ontent

E.1.1. Dont *e a no-elist. E.1.2. #ry to 0eep the email *rie+. E.1.3. 8eep senten!es short an/ to the point.

E.2.

&ormat

E.2.1. Ase 973S2 only 'hen require/. E.2.2. Ase +onts 'ith pro+essional or neutral loo0.
10

'eneral (ormat
E. (ormat and -ayout E.3. ?ayout

E.3.1. Stru!ture your thoughts E.3.2. Di++erent i/eas to *e separate/. E.3.2.1. Ase *ullet points. E.3.2.2. Ase se!tions.

(. )ttachments &.1. @+ re+erring to atta!hments in your email2 ma0e sure that you ha-e a!tually atta!he/ the +iles. "Hou !an loo0 -ery +oolish i+ you tal0 a*out a -ital atta!hment an/ 'hen the re!ipient goes to -ie' it2 its no'here to *e +oun/.$ &.2. &.3. =.4. :eep t#e file si;e of attac#ments as small as possi(le. <f an attac#ment is (i%& 'o a follo" up "it# t#e recipient& if #e7s#e #as receive' t#e attac#ment. <f an attac#ment is (i%& it is a'visa(le to %ive a #ea's up to t#e recipient

11

'eneral (ormat
'. *ignature <.1. Ensure you ha-e a proper signature. <.2. @t is an e !ellent opportunity to mar0et yoursel+ in a elegant 'ay. <.3. 8eep your signature short an/ s'eet. <.4. (any people use these signatures as an easy 'ay to gi-e their name an/ alternate 'ays o+ rea!hing them. <.%. Dont get !arrie/ a'ay an/ 'rite poetry or your +a-orite quoteG <.,. 8eep it simple an/ pro+essional

g i S re u

t a n
12

/elivering +ad news

1. /eliver ne"s up front. .We are una*le to !omplete the tas0 in the re/u!e/ time /ue to an uns!he/ule/ lea-e.1 2. !voi' (lamin%

.@ thin0 it 'ill *e har/ to re!o-er +rom this2 *ut 'hat !an @ /o to help?1

3. !voi' #e'%in% "or's or "or's t#at soun' am(i%uous.

E amples4 ).3ossi*ly2 most li0ely 9.3erhaps2 may *e 4. Maintain a positive resolve.

13

Writing a complaint
1. .riefl$ state t#e #istor$ .@ ha-e *een in tou!h 'ith your E e!uti-e (s. Eina2 o-er the last t'o 'ee0s2 regar/ing the error in my sa-ings *an0 a!!ount.1 2. 6#o" "#$ it is important for $our rea'er to %et involve') .#his is a pro*lem +or t'o reasons. &irst2 @ am in!on-enien!e/ as it is my salary a!!ount an/ @ ha-e not *een a*le to 'ith/ra' money +rom it /uring this perio/.1 Se!on/2 @ ha-e not re!ei-e/ a positi-e response +rom your sta++2 /espite repeate/ +ollo' up2 'hi!h ma0es me /ou*t i+ my !on!ern has *een note/ at all.1 3. 6#o" attempts ma'e ($ $ou t#us far to resolve t#e issue)

+< #ave offere' to come to t#e .an2 "it# t#e necessar$ 'ocuments., 4. Maintain a positive resolve.

+5lease let me 2no" "#at $ou require from me to ena(le a spee'$ solution for m$ pro(lem. < "oul' li2e $ou to personall$ ta2e up t#is matter an' #elp resolve it& as t"o "ee2s an' man$ emails an' p#one calls #ave alrea'$ (een e>c#an%e' in t#is matter.,

14

/o not take your reader +y surprise 00

1. 2. Do not 'ait until the en/ o+ the /ay to intro/u!e a pro*lem or !on!ern -ia memo or email. 7-oi/ 'riting a list o+ !on!erns that you ha-e *een har*oring +or a long perio/ o+ time.

1eeping the !lame under control 00

1. 2. )e+ore you sen/ an email message2 as0 yoursel+2 .'oul/ @ say this to this persons +a!e?1 9alm /o'n *e+ore respon/ing to a message that o++en/s you. In!e you sen/ the message it is gone.

3. 5ea/ your message t'i!e *e+ore you sen/ it an/ assume that you may *e misinterprete/ 'hen proo+rea/ing.

2esponding to a !lame

1. 2. 3. 4. %. ,.

EmpathiFe 'ith the sen/ers +rustration an/ tell them they are right i+ that is true @+ you +eel you are right2 than0 them +or *ringing the matter to your attention E plain 'hat le/ to the pro*lem in question. 7-oi/ getting *ogge/ /o'n *y /etails an/ minor arguments. @+ you are a'are that the situation is in the pro!ess o+ *eing resol-e/ let the rea/er 0no' at the top o+ the response. 7pologiFe i+ ne!essary
15

E3amples o! !lame mails

?u!y2 @ ha-e rea/ your response an/ @ /o not agree. @ ha-e *een a ?ea/ +or a team2 +or o-er a year no' an/ @ 0no' ho' to (anage this team *etter than anyone else. When you as0 my team to ta0e on 'or0 that your team is /oing you shoul/ as0 me +irst so that @ am a'are an/ @ !an plan a!!or/ingly. Ee t time please as0 me 'hen you 'ant my team to /o Hour 'or0. 5g/s2 7my

E3amples o! response to !lame mails

Bi ?u!y2 @ un/erstan/ that you e pe!t my team to support you2 'hen Hour team mem*ers ha-e an issue 'ith the /esign. While this assistan!e that my team e ten/s also sharpens their s0ills it /oes /elay their 'or0. #he *est 'ay @ thin02 to han/le this situation is i+ you !an let me 0no' o+ your requirement in a/-an!e2 so that @ !an plan a!!or/ingly an/ my 'or0 /oes not get a++e!te/. @ hope you !an un/erstan/ my !onstraints an/ 'ill help me help you. #han0s2 JHK

When Email Won4t Work

? #here are times 'hen you nee/ to ta0e your /is!ussion out o+ the -irtual 'orl/ an/ ma0e a phone !all.

? @+ things *e!ome -ery heate/2 a lot o+ misun/erstan/ing o!!urs2 or 'hen you are /eli-ering -ery /eli!ate ne's then the *est 'ay is still +a!eCto +a!e.

14

&lease remem+er 00
1. 7-oi/ poor usa%e of email facilit$

7!tion require/ an/ 0ey points are hi//en in the message

(isusing the glo*al /istri*ution list

19

&lease remem+er 00

Dis!ussion that !oul/ ha-e *een /one on the phone

'eneral tips
1. Ase &ollo' Ap &lags. 2. @+ you +in/ you are on a /istri*ution list you /ont nee/ to *e on. L sen/ a note to the originator to *e remo-e/. 3. @+ you get in-ol-e/ in an email /is!ussion that you /ont nee/ to *e in Las0 to *e ta0en o++ the /istri*ution. 4. While +or'ar/ing the message /elete the list o+ email a//resses i+ not ne!essary %. @+ you see someone else pra!ti!ing *a/ email etiquette Lsen/ a +rien/ly note an/ as0 them to !orre!t it
19

Email Lets practice!

20

7n eCmail to the #ransport Department

#o4 Marun 9hou/hry Su*4 A5<EE#G

Dear 7shish2 #his is to in+orm you that @ ha-e to pi!0e/ up at >43D +rom tomorro' on'ar/s.

5egar/s2 Su/hir

21

Ap/ate to a !lient " E ample$

22

""".comviva.com
T#an2 @ou

23