Transcript MOBILE PHONE ETIQUETTES BASIC MOBILE PHONE ETIQUETTE

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:
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Higher Productivity & Job Satisfaction
“We come ALIVE”
We gain at work, at home & in the society
At Work : Job becomes more interesting,
meaningful and rewarding
At Home : Family life becomes fuller, richer and
happier
Socially Life takes new dimensions, one looks for
new challenges
Communication-Lifeblood of any
Organization
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Its main purpose is to effect change to influence
action
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It is an attempt to affect a transfer between
minds
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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
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Listening must be learned;
It does not develop naturally; nor is it an
automatic response.
Listening requires concentration with full
attention directed toward speaker
Listening requires an open mind; avoiding hasty
evaluation of content and over reaction to the
delivery of the speaker.
Listening require “Comprehension”;
“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
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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
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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
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Completeness
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Conciseness
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Consideration
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Concreteness
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Clarity
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Courtesy
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Correctness
The Receiver Factors
 One
must be sensitive To The World Of
The Person Who will Receive The Message
 Identify
& Maintain the Dignity Of The
Receiver
EMAIL ETIQUETTE'S
EMAIL ETIQUETTE'S
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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
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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
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Remember....
Be concise and to the point
Answer all questions and pre-empt further questions
Use proper spelling, grammar and punctuation
where needed
Use templates for frequently used responses
Answer swiftly
Do not attach unnecessary files
Do not overuse the high priority option
Do not write in Capitals
Read the email before you send
EMAIL ETIQUETTE'S
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Do not overuse “Reply to All”
Be careful with formatting and HTML
Do not forward chain letters, without requesting
delivery and read receipts
Do not ask to recall a message or attach a message
without prior permission
Never use email to discuss confidential issues
Use meaningful subject avoiding URGENT or
IMPORTANT
Use active instead of passive
Don't ever forward any junk mail
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)-1-5-34?"
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
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Talk At A Normal Tone
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Don’t Shout, Respect Privacy of Others
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Choose The Vibrate Mode Over Ringer
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Remove the Earpiece
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Avoid Talking With Someone When On The Cell
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Use Voice Mail Feature
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Personal Calls Should be taken outside the
Office Premises
THANK YOU