19035011 Effective Communication Email

8/13/2019 19035011 Effective Communication Email

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Comviva_Template_V1.0_Mar09

Effective CommunicationEmail Etiquettes


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1. Email Etiquette Why is it important?

2. Dos & Don'ts in Writing Emails

3. Sample Emails

4. Eer!ise "During the #raining$

%. ollo up eer!ise (onitoring email e!hanges

%.1. )eteen team mem*ers

%.2. )eteen !ross +un!tional teams

%.3. With !lients

,. E-aluation

Workshop overview


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Why is Email Etiquette important?

We all intera!t ith the printe/ or/ as though it has a personality & that personality ma0espositi-e & negati-e impressions

Without imme/iate +ee/*a!0 your /o!ument !an easily *e misinterprete/ *y your rea/er so it

is !ru!ial that you +ollo the *asi! rules o+ etiquette to !onstru!t an appropriate tone

oints to remem*er

1. ro+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


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How to write an email ?

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 ; Epressi-e "hat a!tion e epe!t +rom the re!ipients$

Must ask following questions to yourselfMust ask following questions to yourself


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Elements o! Email Etiquette

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"o# $$# %$$#

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

Think before you click !!Think before you click !!

To) *se' for ) Main recipient (Is any action needed from the person?)Is any action needed from the person?)

CC)

+Car(on Cop$,

*se' for) -t#er important persons "#o s#oul' (e part of t#e email or

s#oul' (e informe'.

CC)+lin' Car(on Cop$,

*se' for) for"ar'in% an email to lar%e num(er of recipients

Points to remember:

1. /ont automaticall$ +epl$ to all,

2. Tae one last loo at $our 'istri(ution list is t#is email necessar$ for all recipients.


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&ersuasive writing

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

1. 6peas 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. Maes t#e rea'er tae t#e actions t#e "riter "ants.

4. 8ritin% effective intro'uctions.

5. Main% a "ell structure' content.

. *sin% appropriate tone.

. 8ritin% effective closin%s


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'eneral (ormat

1. Salutations.

2. Su*6e!ts

3. ist an/ )ullets

4. ormat an/ ayout

%. aragraphs

,. 7tta!hments

=. Signatures


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). *alutation

7.1. Salutations are tri!0y espe!ially i+ you are !rossing !ultures.

7.2. requently titles are /i++erent +or men an/ omen an/ you may not *e a*le to tell hi!h

you are a//ressing.

7.3. @n the Anite/ States using someone's +irst name is usually o0.

7.4. Dear ; Bi "+irst name$ ; +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 "4C4% !har$.

).4. @+ its an urgent issue that nee/s -ery qui!0 attention mention A5


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$. -ist %ullets

9.1. When you are riting /ire!tions or ant to emphasiFe important points num*er your

/ire!tions or *ullet your main points.

/. &aragraphs

D.1. Ase paragraphs that are not more than three to +i-e lines 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 97S only hen require/.

E.2.2. Ase +onts ith pro+essional or neutral loo0.

'eneral (ormat


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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.

'eneral (ormat

(. )ttachments

.1. @+ re+erring to atta!hments in your email 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 it its nohere to *e +oun/.$

.2. :eep t#e file si;e of attac#ments as small as possi(le.

.3.


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'. *ignature


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1. /eliver ne"s up front.

2. !voi' (lamin%

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

4. Maintain a positive resolve.

/elivering +ad news

We are una*le to !omplete the tas0 in there/u!e/ time /ue to an uns!he/ule/lea-e.

@ thin0 it ill *e har/ to re!o-er +romthis *ut hat !an @ /o to help?

Eamples).ossi*ly most li0ely9.erhaps may *e


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1. riefl$ state t#e #istor$

2. 6#o" "#$ it is important for $our rea'er to %et involve')

3. 6#o" attempts ma'e ($ $ou t#us far to resolve t#e issue)

4. Maintain a positive resolve.

Writing a complaint

@ ha-e *een in tou!h ith your Ee!uti-e (s. ina o-er the last to ee0sregar/ing the error in my sa-ings *an0 a!!ount.

#his is a pro*lem +or to reasons. irst @ am in!on-enien!e/ as it is my salarya!!ount an/ @ ha-e not *een a*le to ith/ra money +rom it /uring this perio/.

Se!on/ @ ha-e not re!ei-e/ a positi-e response +rom your sta++ /espite repeate/+ollo up hi!h ma0es me /ou*t i+ my !on!ern has *een note/ at all.

+< #ave offere' to come to t#e an "it# t#e necessar$ 'ocuments.,

+lease let me no" "#at $ou require from me to ena(le a spee'$ solution for m$ pro(lem.

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19035011 Effective Communication Email