Training-PPT-Kanika and raman

8/7/2019 Training-PPT-Kanika and raman

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Why should we care?Why should we care?

ProfessionalismProfessionalism--Email hasEmail hasreplaced phone calls in manyreplaced phone calls in manyinstances and even someinstances and even somemeetingsmeetings

Workplace email isWorkplace email is not anot acasualcasual tool:tool:

When sentWhen sentoutsideoutside thetheworkplace, email functionsworkplace, email functions

much like themuch like the businessbusinessletterletter..

When sentWhen sentinsideinside thetheworkplace, it functions like aworkplace, it functions like amemomemo which can be filed orwhich can be filed or

used later for reference.used later for reference.

Its foreverIts forever-- UnlikeUnliketelephone and personaltelephone and personalconversations that fadeconversations that fadewith time, emailwith time, emailresponses can sit aroundresponses can sit aroundin mailboxes, be printedin mailboxes, be printedout, circulated andout, circulated and

acquire a level ofacquire a level ofimportance that mightimportance that mightnot be intended.not be intended.


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General Format: The BasicsGeneral Format: The Basics

Use a clear, specific andUse a clear, specific anddefining subject linedefining subject line

Use a font that has aUse a font that has aprofessional or neutral lookprofessional or neutral look

Check for punctuation,Check for punctuation,spelling, and grammaticalspelling, and grammaticalerrorserrors

Try to keep the email briefTry to keep the email brief(one screen length)(one screen length)

Be sure to complete theBe sure to complete thesubject line of the email, andsubject line of the email, andplease do not use the subjectsplease do not use the subjects

as Hi!!as Hi!!

Dont request Delivery & ReadDont request Delivery & Readreceiptsreceipts

Use the ! high priority markUse the ! high priority markvery sparinglyvery sparingly

Avoid recalling a messageAvoid recalling a message

If you dont have time to fullyIf you dont have time to fullyrespond to an email, let therespond to an email, let thereader know in how much timereader know in how much timewould you respondwould you respond

Think before you hit sendThink before you hit send


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General Format: The LayoutGeneral Format: The Layout

Bullet your main points whenBullet your main points whenyou want to emphasize onyou want to emphasize oncertain pointscertain points

Be very specific with the useBe very specific with the useof bold,of bold, italicitalic oror underlineunderlinefont style. Use these onlyfont style. Use these onlywhen you want to highlightwhen you want to highlight

informationinformation

Paragraph and line spacingParagraph and line spacingshould be legitimate andshould be legitimate andvisually appealingvisually appealing

Use standard fontUse standard fontthroughout the messagethroughout the messagecontentcontent

Avoid colored fonts in aAvoid colored fonts in aprofessional emailprofessional email

Avoid short forms orAvoid short forms orslang (e.g. u instead ofslang (e.g. u instead ofyou, y instead of why,you, y instead of why,r instead of are, etc)r instead of are, etc)


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General Format: ToneGeneral Format: Tone

Use emoticons (Use emoticons (smilessmiles , winks ;), winks ;) only for veryonly for veryinformal emailsinformal emails

Do not use UPPER case alphabets unless using itDo not use UPPER case alphabets unless using itas a title. It is interpreted as if you areas a title. It is interpreted as if you are

SHOUTING

SHOUTING


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General Format: AddressesGeneral Format: Addresses

Send your message to theSend your message to theright person.right person.

To = Main recipient, whoTo = Main recipient, who

will take actionwill take actionCC = Other people whoCC = Other people who

should be informedshould be informed

BCC = Silent observersBCC = Silent observers

Dont automatically REPLY TODont automatically REPLY TOALL.ALL.

Carbon Copy your managerCarbon Copy your manageronly if you really need toonly if you really need to


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AttachmentsAttachments

Send attachments only when they are productiveSend attachments only when they are productive

Wherever possible try to compress attachments. ThreeWherever possible try to compress attachments. Threereasons for this:reasons for this:

Reduces file sizeReduces file size

Protects against firewalls stripping attachmentsProtects against firewalls stripping attachments

If there are multiple attached files, it makes it easierIf there are multiple attached files, it makes it easierto unzipto unzip


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Email OrganizationEmail Organization

Put your DELETEPut your DELETEbutton tobutton to workwork--ReadReadyour email as timeyour email as timepermits and then deletepermits and then delete

any email that doesntany email that doesnthave content worthhave content worthkeeping for futurekeeping for futurereferencereference

Prioritize, when youPrioritize, when youwant to address to anwant to address to anemailemail-- Outlook gives youOutlook gives youa flag/reminder option fora flag/reminder option forthe samethe same

Folders are yourFolders are your friendsfriends--Always try and organize yourAlways try and organize yourmails in proper folders likemails in proper folders like

FollowFollow--Up, Interesting or To DoUp, Interesting or To Doetc.etc.

Avoid being a slave to anAvoid being a slave to anemailemail

Set a schedule for reviewingSet a schedule for reviewingmailsmails

Respond quicklyRespond quickly--notnotimmediatelyimmediately


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Avoid FlamingAvoid Flaming

Without faceWithout face--toto--facefacecommunication attempts atcommunication attempts athumor, irony, sarcasm, and withumor, irony, sarcasm, and wit

are often misinterpreted. Someare often misinterpreted. Somemay view your joke asmay view your joke ascriticism.criticism. So think before youSo think before youwrite an email.write an email.

If you have a strong emotionIf you have a strong emotionwhen composing an email,when composing an email,pause!pause!

Things to consider beforeThings to consider beforeputting it on the email:putting it on the email:

Would I say this to theWould I say this to the

persons face?persons face? Am I putting the receiver inAm I putting the receiver in

an awkward situation?an awkward situation?

How would I feel if I gotHow would I feel if I gotthis message?this message?

By the time you wouldBy the time you wouldconsider these questions youconsider these questions youwould be calm enough to writewould be calm enough to writean email.an email.


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Lets practiceLets practiceSituation:Situation:

Youare a partofthe Sales team. There isa clientrequestforsome updatesYouare a partofthe Salesteam. There isa clientrequestforsome updates

onthe site which youhave toforwardtothe Operationsteam,whohaveonthe site which youhave toforwardtothe Operationsteam,whohave

theirowntimelinesfortaskcompletion.Youdonotwanttolose the clientsotheirowntimelinesfortaskcompletion.Youdonotwanttolose the clientso

youwrite amailtothe concernedpersoninthe Operationsteam to expediteyouwrite amailtothe concernedpersoninthe Operationsteam to expedite

the work.the work.

Dear Madam,Dear Madam, (cc: The senders manager, Dept head)(cc: The senders manager, Dept head)

I fail to understand why I need to wait for two complete days for such a smallI fail to understand why I need to wait for two complete days for such a small

change. This delay is ridiculous and your department is highly inefficient. We cannotchange. This delay is ridiculous and your department is highly inefficient. We cannot

afford to loose our valuable client because of your inefficiency. This is a normal updateafford to loose our valuable client because of your inefficiency. This is a normal update

on the home page and needs to be treated on priority. Considering that you callon the home page and needs to be treated on priority. Considering that you call

yourself a customer service department, the queues on such minimal tasks areyourself a customer service department, the queues on such minimal tasks are

pathetically long.pathetically long.

I want an update on the sameI want an update on the sameASAP!ASAP!


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That was an example of a badly written mail. The same mail

could have been framed in a better tone to bring out the

point as clearly as desired:

Dear Madam,I understand that this is an internal process for your department.

But the kind of change requested is quite simple. I hope you

understand that this update is for a very valuable client. Therefore I

request you to please treat this on priority.

Please discuss this internally and let me know how it can be done

earlier.

Regards


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SummarySummary

Email is a valuable communicationEmail is a valuable communicationtooltool

SometimesSometimes it is NOT the best orit is NOT the best ormost appropriate method ofmost appropriate method ofcommunicationcommunication

Remember the written word,Remember the written word,unlike a conversation, can beunlike a conversation, can beinterpreted/misinterpreted/mis--interpreted veryinterpreted veryeasily. Choose your wordseasily. Choose your wordscarefullycarefully

Follow the basic guidelinesFollow the basic guidelinespresented to improve the qualitypresented to improve the quality


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Training-PPT-Kanika and raman

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