Best Practices in Communication and Associated Ethics

PRATIK DHOLAKIYA

www.e2msolutions.com @DholakiyaPratik

BEST PRACTICES IN COMMUNICATION AND ASSOCIATED ETHICS


What You’ll Learn Today!

•  Types of Communication

•  What NOT to DO

•  What To DO

•  Why Having Ethics is Necessary

•  Resolutions

A. Internal Communication

B. External Communication


Types Of Communication

Types of Communication We Do


Internal •  Emails

•  Skype Chat/Calls

•  Project Management Tools

•  Verbal Communication

External •  Clients/Prospects Emails

•  Skype Chat/Calls

•  Conference Calls – through WebEX

•  Project Management Tools

•  Outreaching Emails

•  Sales Emails

Good Communication AND

Bad Communication


And, then there’s -

“Communication is a skill that you CAN learn.

It's like riding a bicycle or typing.

If you're WILLING to work at it, you can rapidly improve the quality of every part of your life.”

– Brian Tracy


What NOT To Do


Don’t use

Bhai, Ben, Sir, Mr, Ms, Mrs.


#1

Prefer to Use

First Name OR Dear


Such as..

Hi Pratik OR Hello Manish

Dear Project Managers OR Dear Colleagues


Avoid Unnecessary use of ‘Bold’, ‘Italic’, OR ‘Underline’


#2


Avoid highlighting ANY words with ‘RED’ unless you know why you’re doing it

#3


#4

Don’t use SMS Abbreviations

Such as..

u, der, tx, plz, msg, dat, wid, r, thnk u, ty, btw, lol, idk, imho and so on.


And even..

GM or VGM.


Are you trying to save the life of ‘Key Board’?



#5

Do NOT write emails or during general conversation in ‘CAPITAL’

I HAVE BEEN FOLLOWING UP SINCE LAST 2

WEEKS!

OR

CAN YOU PLEASE REPLY?



#6

IGNORE the use of - Harsh words, Over aggressiveness, Threats, etc.


#7

During your internal communication (Skype/Emails), Do Not Communicate

in Gujarati, Hindi or Hinglish.


#8

Don’t send emails with just ONE word


PFA OR FYI

Never misspell NAME of the client, colleagues or anyone.

And if you do by any means, promptly apology

and correct it


#9

Everyone loves their name..

Don’t you?



#10

Don’t refuse anything outright


Client (After 2 weeks of conversation)

Thanks. Everything looks great and exactly what I was looking for. But, I think if we make following changes, it would be just perfect.

(List of 10 more changes)

You (Thinking tirelessly)

We cannot do these many changes as we have already spent countless hours to do the job for you. Thanks.

Example..

What To Do



Always introduce yourself first before you write anything to any client or colleagues

(If they don’t know you)

#1

Example



#2

When someone introduces you, ALWAYS reply and just say ‘Hi’


Example - A


Example - B


Answer emails within at least 24 hours of time.

If you see any email when you’re online, answer PROMPTLY.

#3


Write Very Specific Emails, No Repetition of Same Things

#4


Use same email thread. Don’t start multiple threads/emails for

ONE issue

#5


Address the issues in the exact way they are required

#6


Answer every question asked by any client/publisher/author/editor

#7

www.e2msolutions.com | @DholakiyaPratik #SMX #6A

Format emails properly

#8


Always write politely

#9


Clients can be angry or upset, but you MUST be at your BEST when responding


Don’t be afraid to make “Yes or No” recommendations

#10


Share your thoughts, opinion and make your point stronger


Never take anything personally when you’re talking about business

#11


Client –

You call yourself an experienced person and you don’t even know how to address this ‘easy’ issue?

Example


Always proofread your emails twice or thrice before hitting ‘Send’ button

Avoid MISTAKES at any cost

#12


Always check -

To: From:

CC:

#13


Know what you are writing – Learning ‘Basic’ grammar is a ‘MUST’

#14


When you’re communicating internally over Skype or Emails, make practice to use plain English and try to explain things in detail.

You can then take it forward verbally.

#15


Keep ‘Most Important’ communication in emails only. No Skype, No Verbal Discussions

#16


If the email is complicated, reply back to the respective sender and inform that you have received the email and will revert very soon

#17


Thanks for your email, Sam. There are a few things that I need to discuss with my team before I can revert. Please give me time

until this evening and I’ll share my thoughts.

OR Hi Sam,

I have received your email and I will get back to you later today/soon after discussing this with my team/colleagues.

Thanks.

Example

Why These Ethics Are Necessary?


Because the kind of email you write give clues about your own personality.

Period.


Resolutions



I Will Make Sure that Each of My Email Will Contain Proper Greetings & Closing Notes/

Signature

#1


Greetings

Hi, Hello, Dear, Gentlemen (If plural), Ladies (If plural), etc


Closing Notes (examples)

•  Thanks and I look forward to hearing from you

•  Please advise

•  I would really appreciate your quick attention to this matter

•  Feel free to let me know if I can be of any help.


I will always read my emails twice before I hit ‘Send’ button

#2


I will always write emails politely and try to get better as much as possible

#3


I will never use abbreviations during my professional communication

#4


I will be very respectful while communicating with either clients or colleagues or friends

#5


Because,


The art of communication is the language of leadership.


Any Questions?


THANK YOU… AND KEEP IN TOUCH!

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Best Practices in Communication and Associated Ethics