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TELEPHONE ETIQUETTES For Conference Calls PRE-CALL 1.Set the agenda in Points 2.

Decide the participants (required and optional)


3.

Check availability of participants and accordingly decide the meeting time & venue

4.Check for meeting resources


5.

Send the invitation for proposed time (Agenda and related documents to be attached & check reminder settings, with bridge details)

6.Confirm day and time


7.

Reach 10 mins. in advance and check the equipment/environment

8.Make sure all the team members are ready with related materials.

ON CALL
1.

Keep the mobile on silent mode and ask for the same and keep the mobile away from the phone

2.Greetings 3.Check Audibility


4.

Introduction & confirming presence of people (Please raise a request to interrupt to rephrase) Re-confirm the agenda and availability of related documents and materials

5.

6.Mention flexibility to park issues and replacing the agenda based on con-call time 7.Assign a member for Minutes of the Meeting (MoM) 8.Start the discussion 9.Rephrase and ask to rephrase regularly to avoid misunderstandings 10. Follow the listening steps for clarification of expectations 11. Be careful of brief vs detailed people

12. Take a strong agreement after Negotiation if required

13. Use appropriate open ended & close ended questions 14. Be good at managing objections, irritation, anger 15. Use mute wherever required

16. If using documents refer the page Nos. regularly 17. Summarize the call and repeat action points
18.

Thank you and goodbye with End of call

END OF CALL 1.Check MoMs and confirm (summary) 2.Invite questions 3.Action items with ownership and deadlines 4.Commitment to send MoMs and related conversation on call 5.Close the call with etiquette. (Close the call with small talk and thanking for the time & listening)

Post Call 1.Reconfirm & Publish the MoMs 2.Look at the Action Points and decide roles and commitments including yourself

Donts Dont share desktops or confidential material Personal Problems Dont use local languages

EMAIL ETIQUETTES

PRE-SENDING 1.Consider the audience while writing the mail


2.

Drafting mail keeping the agenda in mind (collect facts or details accordingly)

3.Subject should be short and informative 4.Check attachment (if any), zip large files.

SENDING 1.Greeting (keep it formal) 2.Reference (if required)


3.

Body which is self explanatory with points (brief)

4.Highlight points which you think are important & need to be noticed 5.Set expectation for response with the deadline date 6.Describe attachment requirement or detail 7. Appropriate closing

7.Signature (It should be the same and patterned all the time) 8.Read the mail, spell check and grammar check 9.Mark To & CC appropriately 10. 11. 12. 13. 14. Mark the priority icons Mark read receipts for acknowledgement Mark Follow ups if required Restriction on forward option Reply as per priorities

15. Keep out of office auto reply and change them appropriately along with back up email id Dos 1.Always keep mails in arranged folders
2.

Reply to mails on time or else leave a reply response time with a reminder

3.Dont read mails without planned time 4.Set expectation with people about your email reading time habits
5.

Check if the email is gone from the Outbox

6.Archiving Mails

Donts 7.Reply to all 8.Red fonts 9.Capital letters


10.

Mails without greetings BCC Abbreviations Jargons Casual lingos Changing signatures Mails without appropriate subject line

11. 12. 13. 14. 15. 16.

17. Sending mails to people who have no relevance with it 18.


19.

Pictures & colors with large attachments.

Dont delete the original mails or content in the mail when you are replying