Professional Communication Etiquette

04/10/2023RASHMIKA NAWARATNE | 99X TECHNOLOGY

Communication EtiquetteFor Information & Technology industry


What to expect?• Direct Communication

• Email

• Telephone

• Skype

• Facebook


Direct CommunicationCommunication Etiquette


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


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!


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!


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.


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.


EmailCommunication Etiquette


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!


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.)


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


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)


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


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>


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


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!


If You are on mobile


TelephoneCommunication Etiquette


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)


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


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


SkypeCommunication Etiquette


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


FacebookCommunication Etiquette


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


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


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!


Thank You!

Respect cannot be demanded, but only be earned!


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/

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

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

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




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



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

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

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




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



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

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

Professional Communication Etiquette

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