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Etiquettes
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Rules of acceptable behavior: the rules andconventions governing correct or polite
behavior in society in general or in a
particular social or professional group or
situation. It's not so much our own good
manners, but making other people feel
comfortable by the way we behave. So it's
more or less thinking of others and how othersperceive us .
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Etiquettes include: etiquettes in social as
well as office settings, email etiquettes,
telephone etiquettes etc
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Email etiquettes
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email etiquettes:
Rules of etiquette which pertain to email
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Guidelines to practice email etiquettes
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Be concise( brief) and to the point.
Do not make an e-mail longer than it needs to be.
Remember that reading an e-mail is harder than
reading printed communications and a long e-
mail can be very discouraging to read.
Use proper spelling, grammar & punctuation.
This is not only important because improper
spelling, grammar and punctuation give a bad
impression of your company, it is also importantfor conveying the message properly.
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Use templates for frequently used
responses.Some questions you get over and overagain, such as directions to your office orhow to subscribe to your newsletter. Save
these texts as response templates and pastethese into your message when you needthem. You can save your templates in aWord document, or use pre-formatted
emails. Even better is a tool such asReplymate for outlook (allows you to use10 templates for free).
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Answer swiftly ( quickly ).
Customers send an e-mail because they wish to
receive a quick response. If they did not want a
quick response they would send a letter or a fax.
Therefore, each e-mail should be replied towithin at least 24 hours, and preferably within
the same working day. If the email is
complicated, just send an email back saying thatyou have received it and that you will get back
to them. This will put the customer's mind at rest
and usually customers will then be very patient!
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Do not attach unnecessary files.
By sending large attachments you can annoycustomers and even bring down their e-mail
system. Wherever possible try to compressattachments and only send attachments whenthey are productive .
Use proper structure & layout.
Since reading from a screen is more difficultthan reading from paper, the structure and layout is very important for e-mail messages. Useshort paragraphs and blank lines between eachparagraph. When making points, number themor mark each point as separate to keep theoverview.
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Do not overuse the high priority option
If you overuse the high priority option, it willlose its function when you really need it.
Do not write in CAPITALS.
IF YOU WRITE IN CAP
ITALS
ITS
EEMS
AS IF YOU ARE SHOUTING. This can be
highly annoying .
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. Don't leave out the message thread
When you reply to an email, you mustinclude the original mail in your reply, in
other words click 'Reply', instead of 'New
Mail.
Read the email before you send it.
A lot of people don't bother to read an email
before they send it out, as can be seen from
the many spelling and grammar mistakescontained in emails.
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Do not overuse Reply to All.
Only use Reply to All if you really needyour message to be seen by each personwho received the original message.
Do not request delivery and readreceipts.
This will almost always annoy yourrecipient before he or she has even read
your message. If you want to know whetheran email was received it is better to ask therecipient to let you know if it was received
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Do not ask to recall a message.
Biggest chances are that your message has
already been delivered and read. It is better
just to send an email to say that you have
made a mistake. This will look much more
honest than trying to recall a message
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Do not use email to discuss confidential
information.
Sending an email is like sending a postcard.
If you don't want your email to be displayed
on a bulletin board, don't send it. Moreover,never make any defamatory, or racially
discriminating comments in emails, even if
they are meant to be a joke.
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Avoid using URGENT and
IMPORTANT.
Even more so than the high-priority option,
you must at all times try to avoid these
types of words in an email or subject line.Only use this if it is a really, really urgent or
important message.
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Avoid long sentences.
Try to keep your sentences to a maximum of15-20 words. Email is meant to be a quick
medium and requires a different kind of
writing than letters. Also take care not to
send emails that are too long. If a person
receives an email that looks like a
dissertation, chances are that they will not
even attempt to read it!
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To, Cc and Bcc
The addresses in the 'To' are for the people youare directly addressing.
The addresses in the 'Cc' are for the people you
are indirectly addressing.T
hey are the FYI-ers.Don't over do it here. Copy only those who need
to be copied; not your entire universe of
contacts.
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The addresses in the 'Bcc' are like 'Cc'except that the addresses in 'To' and 'Cc' donot know that the addresses in the 'Bcc' areincluded in the conversation. The 'To' and'Cc' addresses are blind to the 'Bcc'addresses. As you can imagine, use of the'Bcc' is somewhat unethical and therefore its
use is discouraged
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Salutations
In the business situation, if you normallyaddress a person as Miss/Mrs./Ms./Mr.
Smith then that's the way it should be better
to address them in e-mail. If you normally
call them by their first name, then its better
to address them by adding Dear. If you are
unsure, stick to the formal salutation. It's the
safest bet.
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Signatures
If your e-mail address is a business address, thenits better to include your title and company namein the signature. You will sometimes run across auser's signature that contains a quote (as in "...the
secret to life is that there is no secret.") after theperson's name. This has become a fairly commonpractice. It is recommended that the quote besomething that is a reflection of yourself. Keep itshort. You don't want the quote to be longer thanthe message. Whether you choose to add a quote,an image or both, it is better to keep the totalnumber of lines for the signature down to four orless.
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Telephone etiquettes certain guidelines
which needs to be followed
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Telephone etiquette means being respectful to
the person you are talking with, showing
consideration for the other person's
limitations, allowing that person time to
speak, communicating clearly and much
more. The principles apply equally to mobilephone communication too.
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Talkloud enough directly into the phone to
be heard - without shouting If you have dialled a wrong number,
apologise. Dont just hang up
Observe courtesies like Hello, Please,
Thank you and Good bye
Dont interrupt while the other person isspeaking. Use common courtesy
Seriously bad news should be deliveredface-to-face if possible and not over thetelephone
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While receiving the call
Answer your phone promptly
Greet the callerpleasantly. Dont be too
busy to be nice
Take messages for others clearly and
politely. Be sure to pass on the message
Always return telephone calls and do so as
soon as possible
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If it is necessary to transfer the call, first
TELL the caller that you are transferringthe call and THEN do it
Remember to exit the caller with, Good
bye or something similar Hang up the phone gently
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Office etiquettes
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Office Etiquette orOffice Manners is about
conducting yourselfrespectfully andcourteously in the office or workplace.
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Always act with honesty and dignity
Chewing gum and popping bubble gum inthe presence of co-workers should be kept
off
Wear appropriate office attire, for examplecorrect footwear, not sandals they are
strictly casual or beachwear
B
e neat, clean and as conservative as thebusiness requires you to be
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Do not cough or sneeze in anyone's
direction. Use a tissue, if possible, tocontain the germs and then say "Excuse
me
The essence of good manners and etiquette
is to be respectful and courteous at all times
and with everybody. Therefore, treat your
co-workers, cleaners, maintenance people
and others with respect and courtesy
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Keep yourinterruptions of others to a
minimum and always apologize if your
intrusion is an interruption of a discussion,
someones concentration or other activity
Show respect for each others workspace.
Knockbefore entering
Show appreciation for the slightest
courtesies extended to you
Be helpful and co-operative with eachother
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Speak clearly without shouting. Loud
people crates irritation
Say, Please; Thank you; Youre
welcome, as part of your everyday
courtesy
Be judicious and kind enough in your
criticism of a co-worker
Dont gossip about any co-workers privatelife
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Do not try to sell things to your colleagues
Dont hover around while waiting for a co-worker to get off the phone. Leave a note
for them to call you or return later
Avoid sexist comments about a co-workersdress or appearance
Take responsibility for your mistakes,
apologise and go about correcting themistakes
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Apologise if you are clearly in the wrong. If
in doubt, apologise anyway. Its no big deal
Neverblame someone else if it is your
mistake
. If your boss criticises your work, enquire
about what precisely is wrong with it.
Consider the comments, discuss them
cordially if you disagree with the commentsbut put offto the bosses opinion if he/she is
adamant
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Make new employees feel welcome and
comfortable around you. Don't be a busy-body
Keep your work area neat & orderly. Try
not to be messy Show consideration for other peoples
feelings
If there is conflict, do not get personal in
your remarks
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It is extremely rude to arrive late for a
meeting Do not dominate the meeting. All
communication must take place through the
chairperson Do not interrupt another speaker
Do not leave the meeting until it is closed
by the chairperson Avoid caller tones
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Always be particularly respectful to those
older than yourself even if they are juniorto you in position. Your elders are generally
more mature in judgement and lifes
experiences and this deserves your respect
even in the workplace
Practice good manners and office etiquette
at every opportunity; even in the toilet
Mute yourcell phone in the office. No
fancy ring tones
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