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Welcome to

Managerial Communications
Presenter: Prof. Rajsee Joshi

N.R. Institute of Business Management


GLS Institute of Computer Technology - MBA

Topic Covered
Smart Email Presenting Your Mail Email Etiquette

Electronic communication has become one of the most effective ways of doing business. How well e-mail messages are written, influence the success or failure of your company.

Jeopardize you own and your companys reputation; Give management and coworkers a bad impression.

Safety First!!
Look Where Youre Sending Your Mail: The Cyber Postman is not so Intelligent Dont Mix Business with Pleasure; Have a Separate WebBased Mailbox for Personal Mail www is a Glass House; Your Mail isnt as Private as you think

Presenting Your Mail


Invest in the Subject Line: Give Your Mail a Smart Heading Small is Beautiful. Keep it short Dont Attach Unwelcome Files to Your Mail Mind Your Language; Bad Grammar and Spelling Can be Fatal Hold Back Angry Outbursts Flaunt Your Mails Vital Statistics

Presenting Your Mail Cont


Investing in the Subject Line: Whether a Busy professional will read your mail or delete it without even scanning depends on two factors- your name and the subject line A colleague to another: I cant figure out why I hardly get any replies to my emails. All my emails carry the same, attractive subject line: VERY IMPORTANT. REPLY IMMEDIATELY.

Presenting Your Mail Cont


Small is Beautiful. Keep it Short: Reading from the monitor is harder and slower than reading from a printout of the same text. Reasons: 1. Desktop monitors are no match to paper resolution 2. One has to sit in a fixed position to read 3. Even after maximizing, the total text you can read at a time is severely limited Receiving emails is exciting when you

Managing Your Mail Box

Presenting Your Mail Cont


Dont Attach Unwelcome Files to Your Mail: Attachments may be unwelcome because the recipients cannot open them for want of requisite application software Might not be appreciable if they are too heavy in size Or the fear of Viruses When you are sending an attachment tell your respondent what the name of the file is, what program it is saved in, and the version of the program. This file is in MSWord 2000 under the name LabFile.

Presenting Your Mail Cont


Bad Grammar and Spelling can be Fatal: Countless Mails that flash across the globe are unclear and inconsiderate to their readers They generate even more mails seeking clarification or explaining earlier mails A common problem is an expression like Meeting is at 3.00 pm on Friday, November 27, 2010 Hold Back Angry Outbursts: Sleep over your email Flaunt Your Mails Vital Statistics: It is vital that the ideas come in the right order .

General Format: The Basics


Try to keep the email Use capitals only when brief (one screen appropriate. length). Use a font that has a Return emails within professional or neutral the same time you look. would a phone call. Check for punctuation, spelling, and grammatical errors

General Format: Lists and Bullets


For example, When you are writing directions or 1) Place the paper in drawer A. want to emphasize 2) Click the green start important points, button. number your directions or bullet Another example, your main points. Improve customer satisfaction. Empower employees.

Best ways to construct a paragrap


Each paragraph should contain one idea;
Paragraphs should be short; Use transitions (in addition, first, second, third, finally, similarly, in conclusion, etc.).

Addicted to email

Be specific Use a natural tone

Plain Common-Sense & Etiquette


Dont Cry Wolf Too Often; No one May Take You Seriously When the Wolf Comes Dont Burn Down Your Hut to Kill the Mice. Avoid Private Short Cuts Dont Slap Mails on People Who Dont Need Them When Your Mails Fail, Try Smarter, Not Harder Dont Hide Behind Your Mail Dont take your reader by Surprise!

Plain Common-Sense & Etiquette


Dont Cry Wolf Too Often: Dont try to make the mail look important by overdoing the standard means of highlighting. Avoid using Upper Case throughout the mail Avoid Private Short Cuts: Trouble starts when a writer uses his own short forms in mail TMRW, BTW, WRT, RGDS, MSGS, OTOH Falling in the same categories of mysterious acronyms are smileys or emoticons , :-< , :-0

Plain Common-Sense & Etiquette


Dont Slap Mails on People Who Dont Need Them: Sending copies to a few hundred people requires just a mouse-click or two. It is also inexpensive. But dont copy your mails to everyone on your mailing list Dont Hide Behind Your Mails: If things become very heated, a lot of misunderstanding occurs, or when you are delivering very delicate news then the best way is still face-to face.

When Your Mails Fail, Try Smarter, Not Harder:


When 2 or 3 mails go without any response or even acknowledgement, it is obvious there is something wrong. Whatever the reason, sending more or longer or angrier mails is not the way out There are times when you need to take your discussion out of the virtual world and make a phone call.

Do not take your reader by surprise or press them to the wall


Do not wait until the end of the day to introduce a problem or concern via memo or email. Avoid writing concerns that you have been harboring for a long period of time.

Sample Mail
Subject: PRBLMS IN NITRO PLANT DEAR SIR

U R ALRDY AWARE THAT THE NITRO PLANT IS HAVING PRBLMS IN OPS. IT IS TAKING 10-12 HRS TO DVLP 4KG/SQCM PRESSURE AND THE TIMER FR PRESSURE SWING ADJUSTMENT UNITS ARE SOME TIMES NOT WRKING PRPRLY, CAUSE OF WHICH THE FLOW ITSELF IS NOT CONTINUOUS. WE HAVE REGD A CMPLNT TO THE LOCAL OFF ABT THIS PRBLM 1 MNTH BACK AND THEIR SRVC ENGGR IS YET TO ATTEND THE SAME. We are told that ther is only 1 srvc engr and he has to take care of total guj inspite of our regular reminders over phone bout the prblm to them they have not taken any action on this matter. Hence u pls contact their hd off and ask them to arrange some one asap. Regards,

Solution:
Subject: Urgent need for Service Engineer in Nitrogen Plant As you know, the Nitrogen plant is facing problems. It takes 10-12 hrs to build up 4 kg/sq cm pressure. The timer for PSA is defective (and so the flow is not continuous) We have complained to the suppliers (ZENITH Instruments Ltd) Ahmedabad office a month ago and have reminded them several times. They have not attended to the problem because apparently they have just one service engineer for the whole of Gujarat. Could you please contact their head office in Mumbai and get a service engineer sent here immediately? Thanks Ram Lakhan

Study the list and chose the sentence that doesnt contain vague words or phrases.
A. Anticipate recipients reactions before constructing your e-mail message. B. To some extend, you should consider your recipient before constructing your e-mail message. C. It is generally a good idea to consider your recipient before constructing your e-mail message. D. It seems that it is best to anticipate recipient Solution: A reactions before constructing your e-mail message.

Choose the sentence in which the word affect or effect is used correctly A. The tone of your writing can effect how a
recipient perceives your e-mail message. B. How you construct your e-mail message may effect how you are perceived. C. How you construct your email message may affect recipient reaction. D. The affect your e-mail message has on your recipient may be determined by how you construct it. Solution: C

Select the sentence that uses commas correctly.


A. He wrote the e-mail message but, he forgot to include a greeting. B. He wrote the e-mail message, he forgot to include a greeting. C. He wrote the e-mail message, but he forgot to include a greeting.

Solution: C

Categorize each sentence as either passive or active


Mary constructed her e-mail message. The e-mail message was constructed by Mary. The message were checked by the executive. Joe organized the meeting. The meeting was organized by Joe. The business executive checked his

Active
Mary constructed her e-mail message. Joe organized the meeting. The business executive checked his email.

Passive
The e-mail message was constructed by Mary. The message were checked by the executive. The meeting was organized by Joe.

Thank You

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