Etiquettes by E5QmJ3cc

VIEWS: 1 PAGES: 35

									COMMUNICATING
EFFECTIVELY
CONTENTS

 What is Communication?
 Think before you Communicate
 Effective Communication
 Communication-Lifeblood of any Organization
 Communication Process
 Listening- A part of Communication Process
 The Listener Factors
 Learning to Listen
 7 C’s of Effective Communication
 The Receiver Factors
 Email etiquettes
 Professional Phone & Intercom etiquettes
 Mobile phone etiquettes
What is Communication?



 Communication is simply a two way
 process of exchanging ideas,
 information of transmitting, verbal
 & non-verbal messages
Think before you Communicate
Before Communicating ask Yourself:
o What is the main purpose /aim?

o Who will receive it?

o What is the likely attitude of the listener?

o How much does he need to know?

o Is my timing right?

o What is the main subject?

o Are the major points clear?

o Is there any ambiguity?
Effective Communication leads to:
o   Higher Productivity & Job Satisfaction
o   “We come ALIVE”
o   We gain at work, at home & in the society
o   At Work : Job becomes more interesting,
    meaningful and rewarding
o   At Home : Family life becomes fuller, richer and
    happier
o   Socially Life takes new dimensions, one looks for
    new challenges
Communication-Lifeblood of any
Organization
o   Its main purpose is to effect change to influence
    action

o   It is an attempt to affect a transfer between
    minds

o   It is an integral part of Management and
    involves an exchange of facts, feelings and
    information by two persons and provides means
    of putting the personnel into action in an
    organization
Communication Process

                               Receiver’s Mind


      Sender’s mind
                                                 Mouth
                                                 message


      Feed back




                      BARRIERS
                   COMMUNICATION
                  EXCHANGE OF MIND
Listening – A part of Communication
Process
o   Listening must be learned;
o   It does not develop naturally; nor is it an
    automatic response.
o   Listening requires concentration with full
    attention directed toward speaker
o   Listening requires an open mind; avoiding hasty
    evaluation of content and over reaction to the
    delivery of the speaker.
o   Listening require “Comprehension”;
o   “Grasp of ideas”, Adjustment of thoughts; “Speed”
    Because average person can think at least 4
    times faster than he/she can speak
The Listener Factors
   Be sensitive to the world of the person who will receive the
    message.
   Identify and maintain the dignity of the listener
   Try not to offend the ego of the listener
   Try to resolve conflicts through informal talks
   Do not assume
   Do not believe in hear say and try to get facts
   Try to recognize the interests and attitude of the listener
   Accompany words with consistent action
   Find out what the audience wants
   Emphasize the ideas of greatest interest to your audience
   Make your information acceptable
   Make people comfortable and allow them to identify with
    you
Learning to Listen



   The two-way nature of communication- so that
    both sides understand each other -is widely
    ignored

   Listening techniques are vital, since how you
    listen conveys meaning to the other person and
    helps to make the exchange successful
7 C’s of Effective Communication
   Completeness

   Conciseness

   Consideration

   Concreteness

   Clarity

   Courtesy

   Correctness
The Receiver Factors


 Onemust be sensitive To The World Of
 The Person Who will Receive The Message

         & Maintain the Dignity Of The
 Identify
 Receiver
EMAIL ETIQUETTE'S
EMAIL ETIQUETTE'S
   Be sharp and to the point - Messages should be concise
    and to the point. No long stories and description. Don't
    forget that there are people who receive hundreds of
    messages.

   Salutations - Right salutation in right mail. How do you
    open your email: Dear Sir, Dear Mr. Misra etc? So the right
    words at right place do give a good impression of your
    courtesy and understanding.

   Subject Line – All messages should have clear and specific
    “Subject Lines” that
       Describes the message content
       Specifies if there are any actions required & due dates
       Mentions clearly who the message is for
EMAIL ETIQUETTE'S
   Using HTML and Formatting - Its good if you use
    HTML tags and formatting, as you can fancy your email,
    but remember that other side must also have same email
    client which can support the HTML and formatting,
    otherwise it will be utter gibberish and vague.

   The legacy of punch card - Don't type words more than
    80 characters in a line. If you do not have this facility of
    word wrap, don't forget to HIT ENTER after 80 characters.

   Threads - So what after first email has been sent? How
    will I start the conversation next? Shall I write a new mail?
    Answer to all the questions is - NO, don't ever write a new
    mail. Start from the reply which you receive, read what
    other person has written to you, providing link to both the
    people for their next round of talks. Bravo, you have done
    it!!!
 Poor Usage Example




No Subject Line..???
Poor Usage




 Action required and Key points are hidden
 in the message.
EMAIL ETIQUETTE'S
     Remember....
1.   Be concise and to the point
2.   Answer all questions and pre-empt further questions
3.   Use proper spelling, grammar and punctuation
     where needed
4.   Use templates for frequently used responses
5.   Answer swiftly
6.   Do not attach unnecessary files
7.   Do not overuse the high priority option
8.   Do not write in Capitals
9.   Read the email before you send
EMAIL ETIQUETTE'S
10.   Do not overuse “Reply to All”
11.   Be careful with formatting and HTML
12.   Do not forward chain letters, without requesting
      delivery and read receipts
13.   Do not ask to recall a message or attach a message
      without prior permission
14.   Never use email to discuss confidential issues
15.   Use meaningful subject avoiding URGENT or
      IMPORTANT
16.   Use active instead of passive
17.   Don't ever forward any junk mail
18.   No Outlook Templates or “pretty stationary” when
      sending/replying messages
PROFESSIONAL TELEPHONE &
INTERCOM ETIQUETTES
Often a client's first contact with a business is by
phone. The following guidelines will help to make
the first impression a good one. Most of this
etiquette can be used in personal conversations
as well as at the office. Professionalism is polite,
thoughtful, efficient, educated and valuable at all
times.
ANSWERING CALLS
1.   Greet the Caller. Say “Good Morning”

2.   Identify yourself and the company or person for
     whom you are answering and say, "How may I help
     you?"

3.   Offer assistance in the absence of others--say, "She
     is not in today, perhaps I can be of assistance".

4.   Do not make commitments for others-say, "I'll give
     him your message when he returns," rather than-
     "He will call you as soon as he returns".

5.   Take accurate, legible messages with time, date,
     reason for call, urgency, company represented, if
     any, the best time to reach them and all other
     pertinent information.
TRANSFERRING CALLS
1.   Explain the reason for the transfer- ("Let me
     connect you with Mr. Sharma in that
     department). Use the name of the person you
     are transferring to whenever possible.

2.   Know the transfer instructions for the telephone
     system so that you do not cut off your caller!
QUALITIES OF A GOOD VOICE
1.   Distinctness

2.   Pleasantness/warmth

3.   Vitality

4.   Naturalness

5.   Expressiveness

6.   Lower, mellow pitch
TIPS FOR CREATING A GOOD IMAGE
1.   Use basic phrases of courtesy--"May I help you?, Please,
     Thank you, You are welcome."

2.   Use standard, accepted business phrases.

3.   Avoid slang-"uh huh, yeah, nope, dude, or bye bye for
     good bye".

4.   Do not chew gum.

5.   Do not slam the phone or cut off abruptly.

6.   Keep your promises.

7.   Smile while speaking. People can "hear a smile" over the
     phone!
ACKNOWLEDGEMENTS-SUGGESTED
RESPONSES TO QUESTIONS OR COMMENTS

1.   "Thank you, I'll check." or "I'll see."

2.   "Yes ma'am/sir."

3.   "One moment please, I'll find out."

4.   "Yes, you may."
REPORTS TO CALLER
1.   "Mrs. Soni is on another line, will you wait,
     please?"

2.   "He is away from his desk, may I take a
     message."

3.   "I'm sorry, Mrs. Mukherjee is out of the office,
     may someone else help you."

4.   "Ms. Thakur is in the Trust Department, one
     moment please, I'll transfer your call."

5.   "I'm sorry to keep you waiting."
OBTAINING THE CALLER'S NAME
1.   "May I tell Mr. Gupta who is calling, please?"

2.   "May I say who is calling, please?"

3.   "May I have your name, please?"
OBTAINING THE CORRECT INFORMATION
1.   Always repeat and read back messages for
     accuracy.

2.   "Will you spell the name, please?"

3.   "Will you repeat the number, please?"

4.   "The correct spelling is P-R-E-T-T-Y?“

5.   "The correct number is 5-1-1-6 - (pause)-1-5-3-
     4?"
PROGRESS REPORTS
1.   "Mr. Anubhav’s line is still busy, do you wish to
     continue waiting?"

2.   "I'm sorry to keep you waiting, may I check
     further and call you back?"

3.   "That line is still busy, may someone else help
     you?"

4.   "I'm sorry, she is still away from her desk, do
     you wish to continue waiting?"
MOBILE PHONE ETIQUETTES
BASIC MOBILE PHONE ETIQUETTE
RULES INCLUDE
1.   Switching it Off : Know when to turn it off or vibrate it.
     e.g. meetings, movies, worship, seminars, etc . Vibrate
     mode when in places where you can take a call, but don't
     want to disturb others.

2.   Permission : Often, it is correct etiquette to inform
     others at the beginning of the meeting that you are
     expecting an important call and get their permission.

3.   Be Polite : Don't scream : speak in a lower-than-normal
     voice, you will be heard by the caller, and not others in
     the room

4.   Don't Distract : Avoid talking where you may be
     distracting to others.
MOBILE PHONE ETIQUETTES


   Talk At A Normal Tone

   Don’t Shout, Respect Privacy of Others

   Choose The Vibrate Mode Over Ringer

   Remove the Earpiece
   Avoid Talking With Someone When On The Cell

   Use Voice Mail Feature

   Personal Calls Should be taken outside the
    Office Premises
THANK YOU

								
To top