Professional Documents
Culture Documents
E-mail
Communication
Qualian Technologies Pvt. Ltd.
Chennai, India
info@qualiantech.com
www.qualiantech.com
Deepak
Kumar
June 2015
Agenda
Introductions
Objectives:
Effective communication
Effective EMAIL communication
MUSTs
DOs and DONTs
EFFECTIVE communication
Communication preferences
Face-to-face
Phone
Business Letter or Print Memo
Email
Survey of Business
Executives
Survey of MEGTEC as of
November 15, 2011
E-mail advantages
Fast
Cheap
Easy to use
Digital (saves paper)
Expands a businesses capability to
communicate with their customers
E-mail disadvantages
Digital divide
For legal reasons, some people need
original hard copies on letterhead
stationary, complete with signatures.
Some still PRINT emails
Not all email formats are made alike
We want to
1. Increase personal efficiency
2. Improve individual and corporate
professionalism
3. Protect yourself and your
organization from potential liability
issues
We want to
4. Create e-mails that will
be read by the receiver.
be understood by the receiver.
engage the receiver to achieve the
intended purpose.
not require too much time on the
part of the receiver.
Personal Ethics
As a communicator it is your
responsibility to be:
Honest
Clear
Accurate
Comprehensive
Accessible
Purpose
Overall design that governs what
writers do in their writing.
Reason why a writer will even sit
down to type an e-mail.
Specific subject and strategies writer
uses to communicate the subject most
effectively.
Should direct and control all the
decisions a writer makes.
Types of E-mail
Self Fulfilling
Inquiry
Open-Ended Dialog
Action
Self-Fulfilling
You tell the receiver something.
There is no reply.
Example:
Daughter is sick and will be out of the
office for the rest of the day.
Inquiry
You need something from the receiver.
The reply is the desired outcome.
Example:
Request of colleague as to whether
they achieved proper permissions to
move ahead on project from
marketing.
Open-Ended Dialog
You want to keep communication lines
open for future purposes.
Example:
Working schedule about a new
procedure or process.
Action
The goal is action on the part of the
receiver, not a reply.
Example:
Complete a particular form for HR and
send if you want to be a part of a new
wellness program.
Audience
Thoughtful and effective communication
requires a sensitive understanding of an
audience since the knowledge level and
expectations of those who need
information can vary widely.
Types of Audience
Category of Audience
Experts
Technicians
Characteristics
No specialized education.
Not motivated to read information in entirety.
Professionals
Lay
Lateral
Downward
Outward
Definition
Audience Tendencies
We answer the e-mails that are the
fastest to answer and process
Our natural reaction is to close long
e-mails and come back to them.
When we receive an e-mail asking
something of us, we become guarded
and ask why should I care?
Audience perception
Think of perception as a you read
emails from:
Your supervisor
Your colleague
Your client
Your family member
Tone
Tone indicates your attitude as a
writer toward the subject and the
audience.
It is what you say and how you say it.
Inappropriate tone can cause your
reader to ignore, delete,
misinterpret, or overreact to your
message.
Question
Yes
No
Yo
A few thoughts
Thought of you
Attachments Require
Time to download
Space on the receivers computer
Complementary software on the
receivers computer.
Concise E-mail: Do
Number or bullet key points
Use active voice and tone
Divide substantial points into
separate messages so your receiver
can respond to them individually
Concise E-mail: Do
Write in plain English
Use standard grammar, spelling &
punctuation
Avoid long sentences
Use proper structure and layout
Brevity is key!
Using Folders
Keep it Simple
Today/This Week
Reference/Action
Payroll
Personal
Pending or Follow-up
Projects
Classes
Wrap up .
Communication
MORE than email
Email
Hello Karl
Just a quick note to confirm that Im coming to Bangalore
on May 5 and Ill stay there until May 7. I hope we can
meet to discuss our production requirements for next year.
Please let me know when it would suit you.
See you soon
Chris
Business letter
NewTech Ltd
21 Hitech city
Hyderabad, India
Mr Karl
Production manager, TSP Technologies
Georgenstrasse 132
Berlin 3287
Germany
Dear Mr Zorn
Re: Visit to Berlin
Further to our telephone conversation, I would like to confirm my
next visit to Berlin. I hope to be in Berlin on May 5, 6 and 7, and I
would be very pleased if we could meet to discuss our production
requirements for next year. Please let me know when it would be
convenient for you.
I look forward to hearing from you.
Yours sincerely
Payments
Complaints Orders
Clarifications
Attachments Suggestions Apologizing Congratulations
Closings Openings
Meetings
Thanks
Requests
Your order no. 6739w, dated 26 Dec 2011 has been shipped
today
Orders
Payments
Email Exercise
1. You are planning to go on a business trip. Write the details
below.
How well do you know them? Have you written / spoken to / met them
before? ______________________________________________________
4. Work individually.
Imagine that you are the person
your partner is going to meet.
Write a reply to your partners e-mail.
The maximum length for the e-mail is
100 words.
THANK YOU
WWW.QUALIANTECH.COM