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Communication Etiquette For Information & Technology industry 06/06/2022 RASHMIKA NAWARATNE | 99X TECHNOLOGY
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Professional Communication Etiquette

Dec 06, 2014

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Professional Communication Etiquette. This covers the areas for direct communication, emails, telephone, skype and facebook.
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Page 1: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

Communication EtiquetteFor Information & Technology industry

Page 2: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

What to expect?• Direct Communication

• Email

• Telephone

• Skype

• Facebook

Page 3: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

Direct CommunicationCommunication Etiquette

Page 4: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 5: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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!

Page 6: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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!

Page 7: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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.

Page 8: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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.

Page 9: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

EmailCommunication Etiquette

Page 10: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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!

Page 11: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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.)

Page 12: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 13: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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)

Page 14: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 15: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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>

Page 16: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 17: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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!

Page 18: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

If You are on mobile

Page 19: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

TelephoneCommunication Etiquette

Page 20: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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)

Page 21: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 22: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 23: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

SkypeCommunication Etiquette

Page 24: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 25: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

FacebookCommunication Etiquette

Page 26: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 27: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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

Page 28: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

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!

Page 29: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

Thank You!

Respect cannot be demanded, but only be earned!

Page 30: Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

Reference1) http://www.slideshare.net/orangecanton/communication-etiquette

2) http://www.advantage-positioning.com/wp-content/uploads/2013/06/23_Rules_of_Corporate_Email_Etiquette.pdf

3) http://photos.state.gov/libraries/vietnam/8621/ppts/proskills_emailetiquette.pdf

4) http://www.lehigh.edu/phones/phonevmetiquette.html

5) http://www.businessinsider.com/professional-communication-etiquette-rules-2013-12

6) http://www.levo.com/articles/career-advice/telephone-etiquette-tips

7) http://www.tandemdigital.co.uk/professional-skype-etiquette-10-tips/