Session 12 : Email, & Telephone

Etiquette
Mr. Syed Hassan Abdullah
MSW, (Ph.D. in HR/OB)
Assistant Professor & Career Coach
 EMAIL ETIQUETTE

• Etiquette governing communication on the Internet.

• Most organizations address email etiquette in their email policies to help
protect the company’s image. A poorly written email can be embarrassing to a
company. It looks unprofessional and it can cost a company money in accounts
and also in respect.
 Advantages Disadvantages

Easily to connect with other people Junk & unwanted emails

Inadequate longer messages and bigger audience

Saves a lot of time
groups

Facilitates communication between people Not confidential

Cost-effective & have legal sanction No expression of emotions

 BASICS OF EMAIL WRITING
• To (Recipient’s address) – receivers email id.

• CC – It stands for “courtesy copy”. People who are not directly but indirectly
involved in the matter.

• BCC – It stands for “blind courtesy copy”. Recipients & CC email addresses will
not be able to know to whom the email is also being sent.

• Subject – Alerts the recipients to the contents of a message.

• Content – It’s the main subject matter.

• Signature – The senders

 STEPS IN EMAIL WRITING

Planning the Email

Writing the Email

Sending the Email

SAMPLE
SAMPLE
 TELEPHONE ETIQUETTE

• Since much of today’s business is done over the phone, using

correct telephonic etiquette is important!

• Before receiving or making a call, two important things to

consider is:

• Have a decent ring tone for official calls

• Keep a book and a writing pen ready, with a glass of water

 7 STEPS FOR A GOOD FLOW

1. General etiquette:

• As soon as you receive a call first identify yourself with your name while
answering

• Return phone calls within 24hours and apologize for missing it and if it is late.

• Identify your self when you place a call say your name, the Company’s or the
department you represent along with your designation.
 CONTD…
2. Inter office phone etiquette:

• Don’t hover outside a co worker’s cubicle.

• Don’t listen to others call, if you share cubicle

and never comment on the conversation if
you have ever heard it .
 CONTD…
3. Voice Mail:

• Outgoing message, greet, include your name and

company’s name .

• Let the caller know how to reach you in an emergency

• Update your outgoing message . If you are going out of the

office your message says so when you go away, state the
date you‘ll be available and whether or not you’ll be
calling/or for messages or whom to contact.
 CONTD…

4. Call waiting:
• Unless you are expecting an urgent call and say so, its impolite to continually
put someone on hold while you talk to another. Say politely . Take the other

call explain you are on another line and will be back.

 CONTD…

5. Speaker Phone:
• Good when you are on con-call with several people, else it annoys the other
person whose voice is broadcast.

• Use it sparingly and always tell the person on the other side that speaker
phone is on.
 CONTD…

6. Cell Phones:
• If you must take or make a call keep it short and sweet. Never switch on the
music via FM or recorded during office hours

• Never use colleagues phone to call your assigned client, as your number may
not be stored.

• Switch off your phone before you enter the meeting hall or while you talk to
your seniors
 CONTD…
7. Placing someone on holds:
• Seek Permission

• Specify the Duration

• Explain the Reason

• Wait for the customer’s response

• Get back to the customer in the committed time

frame
 CONVERSING WITH A CUSTOMER

• Say “Please” when appropriate

• Say “May I” or “Could You” instead of “Can I”

• Say “Thank You” when...

• You get back to the customer for being on hold

“Thank you for being on hold.

 USEFUL PHRASES

• Could you ask her to call me back, please?

• Could you give him a message, please.

• What time do you expect her back?

• I’ll call again later today.

• Thanks very much for your help.

 USEFUL PHRASES

• I’m afraid he’s in a meeting/not in the office/still at lunch/not

available just now. Is there anything I can do for you?

• Hold on a moment, please.

• I’ll just find out if she’s back yet/in the other office/available.

• I’ll put you through to Miss…

• I’ll ask … to call you back as soon as she is free.

• What’s your extension number/fax number?

 ACTIVITY

You are calling an employer to follow up on the resume

and cover letter you submitted. Write a script for the
message you would leave.