Professional Communication Etiquette. This covers the areas for direct communication, emails, telephone, skype and facebook.

1. Communication
Etiquette
For Information & Technology industry

2. What to expect?
• Direct Communication
• Email
• Telephone
• Skype
• Facebook

3. Direct Communication
Communication Etiquette

4. 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

5. 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!

6. 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!

7. 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.

8. 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.

9. Email
Communication Etiquette

10. 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!

11. 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.)

12. 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

13. 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)

14. 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

15. 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>

16. 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

17. 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!

18. If You are on mobile

19. Telephone
Communication Etiquette

20. 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)

21. 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

22. 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

23. Skype
Communication Etiquette

24. 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

25. Facebook
Communication Etiquette

26. 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

27. 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

28. 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!

29. Respect cannot be demanded,
but only be earned!
Thank You!

30. Reference
1) 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/