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Participants’ Handbook
JSB Management Solutions



Values are the means by which people steer themselves through life - they are ‘the basis of our
decisions and choices. Values are important beliefs and desires that shape attitudes and motivate

“…values are those elements to which we ascribe worth and are worth adopting as a cornerstone of our
character…” “An organization’s core values as the constant, passionate, biblical core beliefs that drive
its ministry.”

Characteristics Of Values V

 Values are standards set by the members of a society.
 Values are often highly contested.

 Values can change significantly over time. E

 Values can differ within one society and around the world.

 If we know an individual’s values we are better able to predict a behavior in a particular


 Values generally influence attitudes and behavior

 Values are relatively stable and enduring

Individual Values

 All of us have values present in our conscious or sub-conscious. Some values that we practice
are Actual Values and some of them which we desire to practice are called Desired Values.

 It is important that we make this distinction and understand what our real values are.

 If we know an individual’s values we are better able to predict a behavior in a particular


How values influence decisions?

Define the
Identify the
issue clearly
relevant values

in the


Implement the


Weigh conflicting

values and choose

option that

balances them
The values that drive us: C-LIFE

 Customer Delight: A commitment to surpassing our customer expectations.

 Leadership by Example: A commitment to set standards in our business and transactions and be
an exemplar for the industry and our own teams.

 Integrity and Transparency: A commitment to be ethical, sincere and open in our dealings.

 Fairness: A commitment to be objective and transaction-oriented, thereby earning trust and


 Pursuit of Excellence: A commitment to strive relentlessly, to constantly improve ourselves, our

teams, our services and products so as to become the best.

 Ethics is derived from Greek work Ethics which mean Character. It deals with what is good and
what is bad. eg: - Using pesticides in cola-Pepsi is unethical, lying with boss is unethical.

Organizational Values

An organization’s core values are the constant, passionate, biblical core beliefs that drive its ministry

Why do we have Corporate/Organizational Values?

 A firm’s underlying values and beliefs are the essence of the organization’s philosophy for
achieving success.
 They reflect the view of the way “things should be” in a company that is shared by
organizational members.
 Organizational values provide a sense of common direction for its members.
 They also provide guidelines as to acceptable behaviors in their daily operations.
 Make an open proclamation about how it expects everyone to behave.
 Values act as guiding principles for the organization.
 Organization’s Vision, Mission and Goals are culled out from its values.

Aligning Values…


Individual Work

Values Values

Aligning individual values and work values with organizational values is necessary for workplace success.

Research based findings

Profits are higher when personal and org. values are aligned
They have a chance to do what they do best each day.
Their opinions matters
Their fellow workers care about quality
A connection exists between their work and companies mission

A Values Model of Work/Family


Value Job and

Congruence Life
Life Values
(Work/Family) Satisfactio


General Life Values comprise of Family values as well as Work values.

In a family, there is usually similarity in values. At the workplace we work in groups comprising of
different individuals each of whom has a different set of values. There is a need to be congruent with
the group values as well the organizational values. All of us are a conglomerate of these family values
and work values. We try to exhibit those in our behaviour which is called as “Value Attainment”.
Eventually, we start living our values and gain job satisfaction by aligning individual values and
organizational values. If an individual’s values are not congruent with the environment, there is a high
probability that he or she would be de-motivated.

Behaviors supportive of the values discussed

 Corporate Citizenship
o Social responsibility

 Professionalism
o Grooming, Punctuality, Discipline, Teamwork, Confidentiality, Courtesy, Handling of
office equipment, etc

 Customer First
o Customer Delight, Customer Satisfaction, Proactive, Listening, Communication,
Assertiveness, Flexibility

 Commitment to Quality
o Attention to detail, Precision, Efficiency, Cost effective

 Dignity of the individual

o Respect towards others and self-respect, Adaptability to culture, Cultural sensitivity,

“The value of a value is in its

priority and its application, not
in the words that describe it.”


The Importance Of Self-Disclosure: The Johari Window

Known by Solicits Feedback Unknown by

Self [SF] Self


Known by

Feedback solicitation

Self disclosure/exposure
Unknown by


The Johari Window Has Four Parts:

1. Blind spot: The Blind spot known to others, but not to the self.

2. Dark: The Unknown area is neither known to the self nor to others.

3. Arena: Arena represents the "Public Self" that is known to the self and others.

4. Closed: The Hidden area is the “private self” which is known to self, but not to others.

The feedback provided by others can help to reduce Blind spot only if it has the following characteristics:

 Intended to help the recipient;

 Given directly, with real feelings and based on a foundation of trust between the giver and the
 Descriptive rather than evaluative.
 Specific rather than general, with good, clear and preferably recent examples;
 Given at a time when the recipient appears to be in a condition of readiness to accept it;
 Checked with others to be sure that they support its validity;
 Includes only those things that the recipient might be expected to be able to do something
 Does not include more than the recipient can handle at any particular time.

Personal Effectiveness

 Self Disclosure: What happens when I don’t tell them anything about myself when I am working
with them?
 Openness to feedback: What happens when I don’t listen to them when they are tell me
something about myself?
 Perceptiveness: What happens when I don’t notice things not told to me (Insensitiveness) by
them while working with them?

Interpersonal Interaction

 Inter-personal skills are paramount as one has to interact with people of many backgrounds and
 Colleagues should be treated courteously and superiors with dignity and respect.
 The use of first or surnames is generally dictated by the office ethos.
 Beware! The use of a first name does not confer familiarity.


Critical Success Factors

Mentioned below are some points that you need to remember, these are to be remembered as Critical
Success Factors:

Attitude towards work

A perception that people would have is that once one has performed well, he/she can rest on his/her
laurels for some time to come.

Enjoy your work and it will never seem like work. On a normal day you would leave office on time, on
others you would have to wait for longer. One needs to be prepared to give more than 100%.


We are all from different parts of India. Since our backgrounds are different, our perspectives on things
are different.

For performing well in a team, to integrate into the teams agenda.

To align your personal goals according to the Companies’, one needs to be adaptable. Not only to the
team members, but also with the perspective of the Organizations beliefs.

Communication Skills

In an organization as huge it is critical to communicate. In your job profile you would have to interact
with a certain people, make an effort to communicate with people other than your team. As an
organization and also from your individual perspective it is critical that we communicate. Everyone
hence should make an extra effort to communicate and build a healthy environment for people to

Team playing Skills

The day you begin your behavioural training, you are a part of a team. Also when put on live projects,
you would be part of a team. To be able to achieve the organizations objectives, you would need to align
your goals with the teams and subsequently with the organizations. To be able to function well you need
to develop Team-playing skills.

Technical Knowledge

You have been picked mostly for your technical skills. At this point if you do not achieve excellence with
respect to your particular technical skill-set it would be a deterrent to your growth in the organization.
You need to keep harnessing and developing and updating your technical knowledge on a regular basis.
As you high on the ladder behavioural skills are equally essential.


In social situations, a man is traditionally introduced to a woman. However, in the business world
introductions are based on a person's rank or position in an organisation. Whoever is the highest-
ranking person is introduced to everyone else in order of their position. If you introduce two people of
equal rank to each other, introduce the one you know less well to the one you know best.


The physical connection you make when shaking hands with someone can leave a powerful impression.
When someone’s handshake is unpleasant in any way, we often associate negative character traits with
that person. A firm handshake made with direct eye contact sets the stage for a positive encounter.
Women take note: To avoid any confusion during an introduction, always extends your hand when
greeting someone. Remember, men and women are equals in the workplace.

Be Courteous

The most important thing to remember is to be courteous and thoughtful to the people around you,
regardless of the situation. Consider other people’s feelings, stick to your convictions as diplomatically
as possible.

Address conflict as situation-related, rather than person-related. Apologize when you step on toes. You
can’t go too far wrong if you stick with the basics you learned in Kindergarten. (Not that those basics are
easy to remember when you’re in a hard-nosed business meeting!)
Avoid raising your voice (surprisingly, it can be much more effective at getting attention when lower it!)
using harsh or derogatory language toward anyone (present or absent), or interrupting.


This is one lesson executives should have learned from their mothers. The number one complaint about
bosses by their secretaries is that they are ignored until the boss gives them their first assignment. It is
rude not to greet people when you first enter an office, whether you're the mail person or the CEO.
Make it a habit and you will help make the workplace a more pleasant environment.

Business Card

Business stationery is the first step in building a corporate identity. It allows a free
expression of one’s true personality in a smart, 'business’ sort of way.
The purpose a business card is to introduce you. It is also an invitation to establish
and retain communication.

Your card should bear your name, position and responsibility in the organization, the name of the
business, address, a scaled down logo (if any) and information about how you can be contacted.

Use a standard sized business card. If your card is too large to fit into a card holder or wallet, it will end
up in the back of a drawer or thrown in a dustbin.

~ 10 ~
The standard business card measures 31/2 inches by 2 inches. The most appropriate font size for a
business card is 8-10 point for name and business name and 6.5-8 point for address and other


Interpersonal Interactions

Inter-personal skills are paramount as one has to interact with people of many
backgrounds and mindsets.

Colleagues should be treated courteously and superiors with dignity and respect.

The use of first or surnames is generally dictated by the office ethos.

Beware! The use of a first name does not confer familiarity.


 It is basic courtesy to keep one's appointments in a timely manner.

 Being too early is as irritating as being late.
 It is rude to check your watch constantly. Refrain from this action when in Training or meeting.
 If you can’t keep an appointment please call ahead of time and cancel.

Cell Phones

 Leaving cell phones to ring at the work place is a disturbance to everyone. Set the ring to
"silent" or “vibration” mode during business hours.
 It is impolite to answer the phone when you are in a meeting or discussion. If you must answer,
please ask to be excused, and then notify the caller that you are in a meeting and will call back
 If the call is urgent and will require more than a minute of your time, move a slight distance
 Keep your voice low when talking in public so as not to distract others around you.


 Wait for your turn and do not interrupt other people when they are speaking. No one can be
heard if there are too many voices at once.
 Say, "Please" and "Thank you" often. It shows respect and appreciation.
 Speak when spoken to, do not talk about private things in public, look at the person you are
speaking with.
 Remember to smile, stand up straight, and get rid of the chewing gum when you want to be
taken seriously.

~ 11 ~
Common Mistakes in Business Etiquette and Solutions for how to avoid them

Common mistakes Solutions

Men rushing to open the door or pull out a chair If any co-worker—male or female—needs help
for a female co-worker/women waiting for a to open a door or to pull out a chair for any
male coworker to open the door or pull out a reason, then offer to do so for him or her.
Men waiting for women to exit an elevator first. Whoever—whether male or female—is standing
in the front of the elevator when the door opens
should exit first.

Waiting for the person who called to end the After the purpose of the call has been fulfilled,
conversation first. either party may courteously terminate the
phone call.

Tracking down a caller when the line was Whoever placed the call initially has the
disconnected during a call. responsibility for calling the other party back.
Hand writing all personal notes. Any personal note, i.e., congratulations and
thank you notes, with the exception of
condolences, may be typewritten.

Shaking hands across your desk; remaining When someone enters your office for an official
seated because you are a woman when visit, stand up, shake hand. It is best to take a
someone comes in for an appointment. seat in close proximity to the guest, rather than
conducting business across a desk.
Deferring to age and/or gender when making Rank and position take precedent over age or
introductions. gender when introducing one person to another.
Exchanging business cards during lunches and Unless the meal is considered a working lunch/
dinners. dinner in advance, i.e., you work on, review,
discuss business documents, take notes, etc. as
you eat, wait until the meal is finished and you
are leaving to exchange business cards.
Addressing your boss by his/her first name Even if your boss has told you to use
when around others. his/her first name, use his/her title when in front
of others. The exception is the office where
everyone, regardless of rank, is called by his or
her first name all the time.

~ 12 ~

First, there is no single set of rules that will work for everyone, however a handful of characteristics that
most successful business communicators share when it comes to dress and grooming.


 Always look professional

 Dress for the audience, the circumstance, the corporate culture, and yourself
 Wear clothes that fit
 Make sure your clothes are pressed
 Keep jackets buttoned (formal)
 Err on the side of conservative
 Keep your hair neat and trimmed
 No hair in eyes
 Mild (or no) fragrances


 Wear clothes that talk louder than you do

 Undo multiple buttons on your shirt or blouse
 Clothing that no longer fits
 Wear wrinkled clothing
 Fabrics that have a noticeable sheen
 Hair that falls in your face or obscures your eyebrows
 Hair that requires continual adjustment
 Fragrance that smells from a distance
 ID badges when you're presenting
 Busy patterns

Tips for Men

 Ties should be conservative and reach the middle of

your belt buckle
 Lace-up shoes (usually black)
 A traditional starched business shirt, preferably white
 Shirts with a simple collar and cuffs
 A formal but simple watch
 Hair, usually parted to one side, not reaching the top
of your shirt collar
 Over-the-calf socks
 Garish ties
 Sloppy facial Shiny tie pins or clips or big belt
 Visible jewelry (other than a watch and/or a single
simple ring)
 Distracting lapel pins
 Open top shirt button with a tie
 Short-sleeved dress shirts
 Short socks

Tips for Women

~ 13 ~
 Wear heels (up to 1 1/2" to 2"), with a high vamp
 Hose skin color or darker (carry an extra pair when
 Conservative business make-up, stressing the
mouth and eyes more if presenting
 Check for lipstick on your teeth
 Simple manicure
 Mild or no fragrance
 Hair under control and off the face
 Anything too bright, tight, sheer or short.
 Toe cleavage (open-toed shoes)
 Heels so high you're unsteady
 Light hose or light shoes
 Too much makeup
 Wear big, shiny buckles or jewelry
 Earrings that are large or dangle
 Bangle bracelets (or anything noisy)


Attire basics

1. Black Tie
 Men: Tuxedo or dark suit
 Women: Formal evening dress or dressy cocktail dress

2. Black Tie Optional

 Men: Either a tuxedo or dark suit with white shirt, conservative tie
 Women: Formal evening dress or dressy cocktail dress

3. Business
 Men: Solid color, conservative suit and tie, dark socks, briefcase or portfolio
 Women: Solid color conservative suit with coordinated blouse, moderate shoes, limited jewelry,
light make-up, no perfume

4. Business Casual
 Men: Khakis or slacks, seasonal sport coat or blazer, open collar shirt (polo shirts generally
acceptable; blazer is generally optional)
 Women: Khakis or slacks, skirt, open-collar shirt or knit shirt, nice sweater

5. Sport Casual
 Men: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt
 Women: Khakis or jeans; nice tee, polo, or casual button-down-the-front shirt

~ 14 ~
 Information Exchange Vs Message Delivery
 Impact of Communication On Your Job Profile
 Process of Communication
 Barriers to Communication
 The Seed of Communication

Effective Communication Happens When…

The receiver correctly interprets the sender‟s information In order to communicate effectively and
accurately, follow the three steps mentioned here
 Identify the receiver
 Choose a channel
 Respond to feedback

Information Exchange Vs Message Delivery

“An effective communicator is not one who ensures his message is understood, but one to ensures that
his message is not misunderstood”
- Steven covey

We say message and not just information, as it is not only transferring of data but emotions, intentions
and feelings.

Impact Of Communication On Your Job Profile

~ 15 ~
People will know you by the way you communicate and not by the way you truly are. Your
communication indicates through your voice, body language, words, attitude and that‟s the way you will
be known.
Quick and smart communication indicates the future of any professional, wouldn‟t really matter how
technically competent you are. Today the need of the hour is communication and Interpersonal skills.
Technicalities can be taught, communication takes time and effort.
An excellent communicator stands out in a crowd, gets recognised as a future leader, spokesperson and
an ambassador of the organisation. He also becomes a brand himself.



 The Sender and Receiver

 The Channel of Communication
 The Mental Filters
 The Feedback process
 The Environment

~ 16 ~

Emotional Barriers Phenomenon Non-Verbal Communication

Words mean different things to different people Grapevine Mental Filters
Personalities of sender and receiver Stereotyping Posture and Stance
Unable or unwilling to say what we want to say Projection Gestures and Body
Poor listening habits Halo effect movements
Finishing sentences Eye contact
Talking, not listening Facial Expression
We don‟t take feedback

Seed Of Communication - Attitude And Its Implications

The truth is, we as Indians believe the crux of communication is speaking good English. If we have
studied in vernacular medium, or non-English medium schools/ colleges, we believe communication to
be only a dream.
Communication has its roots deep down inside us. We either are good communicators or not based on
other deep-rooted reasons. Let‟s understand these reasons.


ATTITUDE is formed due to our


~ 17 ~
Our attitudes spill out of us in different forms. Communication being the foremost. Our body language,
voice, expressions, proxemics, words tell all people around about our attitude.

An individual who walks into a room and starts speaking loudly with quick and loud hand gestures is
informing people, indirectly, that he is loud, inconsiderate about others‟ feelings towards loud noise and


We would cover the following skills:

 Listening and Understanding

 Probing and Questioning
 Paraphrasing

“ Importance of listening: Good Communication Starts with Listening ”

The entire process of conversation comprises of:

 Listening
 Probing (Active Listening)
 Paraphrasing (Checking Understanding)

 Listening and Understanding

 Importance of Listening
 Better understanding of the message
 Avoids misunderstanding
 Avoids defensive behaviour
 Enhances interpersonal relations

Why is it worthwhile to improve your listening skills?

If you are not a good listener, you may experience the following:

 Low morale
 Lost respect
 Misunderstandings
 Reduction of fresh ideas
 Poor customer service

 Probing

Connection between probing and listening:

Probing is clarifying and confirming the understanding of the message

In order to strengthen listening, we should ask and enquire.

Asking the right questions help in clearing thoughts.

~ 18 ~
Guidelines for Probing:

 Identify behaviour
 Clarify doubts
 Validate points
 Don‟t ask leading questions
 Stick to one thread: The Mining Metaphor

Some examples of effective probes:

 How did you go about closing the deal?

 How did it feel to present to such a senior audience?
 What was your reaction to the non-negotiating customer?
 What were the series of actions you took to ensure delivery on time?

Some examples of ineffective probes:

 Did you feel frustrated?
 Was that because of an already negative mindset?

 Paraphrasing

Paraphrasing is summarizing what the speaker has said in one‟s own words. True purpose of
paraphrasing is to check one‟s understanding of what has been communicated.

 Effective paraphrasing has three components:

 Base statement
 Repetition of main ideas/ issues
 Question to check understanding
 Consider making the following changes:
 Change sentence structure
 Change word forms
 Change active verbs to passive or passive to active
 Change vocabulary by using synonyms, antonyms, or idioms

 Learning how to paraphrase:

 Take a short paragraph from an article from a newspaper or magazine.

 Write the keywords and phrases on a sheet of paper.
 Put the original article aside. Do not look at it while you are writing your paraphrase.
 Look at the keywords and phrases on your paper.
 Choose transition words and connectors that show the correct relationship. Write these
words next to the ideas.
 Make changes to vocabulary, verb tenses/voice, word forms, structure, etc.
 Now begin to rewrite the paragraph using your own words.

~ 19 ~

“Really big people are, above everything else, courteous, considerate and generous – not just to some
people in some circumstances – but to everyone all the time.”
- Thomas Watson
Founder, IBM

 Five Qualities of A Good Telephone Voice

 Plan Your Call
 Handling Conference Call
 Conversational Flow

 Five Qualities Of A Good Telephone Voice

 Be Distinct: Use clear articulation and enunciation.

 Be Expressive: Vary your tone and rate.
 Conversational Tone: keep your tone and language simple and straightforward.
 Be Alert: Your voice should be energetic.
 Sound Pleasant: Communicate with your voice that you pleasant and happy person.

 Plan Your Call

 Greeting: Should be friendly

 Introduce yourself & your company
 State the purpose of the call: I am calling to inform you…..
 Deliver your message in friendly yet business like, clear terms, leaving time for questions.
 State any customer benefits
 Ask for agreement.
 Thank the customer and close the call.

Do’s and Don’ts of telephone etiquette

 Answer calls promptly, by the second or third ring.
 Smile as you pick up the phone.
 Assume your "telephone" voice, controlling your volume and speed.
 Project a tone that is enthusiastic, natural, attentive and respectful.
 Greet the caller and identify yourself and your company/department/unit.
 Focus your entire attention on the caller.
 Enunciate/articulate clearly. Speak distinctly.
 Use action specific words and directions.
 Use the caller's name during the conversation.
 Always speak calmly and choose your words naturally.
 Use reflective/active listening to clarify and check for understanding.
 Explain why you are "transferring" the call. Give the caller the person's name and direct

~ 20 ~

 Eat, drink or chew gum while on the phone.

 Leave an open line
 Place the caller on hold
 Check back with the caller frequently: every 30-45 seconds
 Avoid the Five Forbidden Phrases
o "I don't know"
o "I/we can't do that."
o "You'll have to"
o "Just a second"
o "No."


Try replacing phrases, which may have a negative connotation with these alternatives.

 “I don‟t know.” It should be replaced with: “That‟s a good question. Let me check and find out.
 “We can‟t do that.” Instead say: “Let me see that I can do,” and strive to get something similar
or offer an alternative.
 “You‟ll have to …” The guest or supplier doesn‟t have to do anything. There is a subtle difference
between ordering the caller around and saying: “Here‟s how we can handle that. You‟ll need to…”
 “Just a second, I‟ll be right back.” It‟s a lie. Instead say: “It will take two or three minutes. Are
you able to hold that long?”
 “No” at the beginning
 Of a sentence. It‟s a word conveying total rejection. By not saying “no,” people will think before
they talk, and can turn everything around so they‟re beginning a response positively.

~ 21 ~

E E-mail has become a mainstream form of business communication.

We will cover the following points to understand professional email writing skills
1. Features of Emails
2. Content of Emails
3. Format of Emails
4. Recommended Phrases
1. Feature of Emails
a. It is more conventional than paper communication.
b. It tends to be more casual and sloppy.
c. Try to understand the message behind the words.
d. There is no supporting expression or gesture.
e. Be aware of the non-verbal message, the tone.
f. E-mails should be bulletin board material.

2. E-Mail Content
a. Salutation
 Spell the name correctly
 No “respected” sirs - use “Dear” or “Hello”
 Greet
 Salutation and Sign off should match
b. Tone
 Chatty and informal will encourage a response
 The style and attitude should work with the reader
 Suggesting or requesting mode
c. Signature
 Name
 Designation/ Department
 Company Name
 Address
 Telephone no.
 E-mail address
d. Formats
 No fancy fonts, styles & visuals- only Arial, Verdana, Tahoma or Rich Text.
 Font colors – only black and blue.
 Font size – 9-11
 Capital, bold, italics not to be used extensively.
 Subject – not more than 8-9 words

~ 22 ~
 Use „urgent‟, „confidential‟, „BMC‟ confdl‟ „FYI‟.
 Capital letters must be used right and at all necessary times.

e. Length
 Concise & to the point
 1st paragraph should be introduction to the mail.
 Each paragraph mot more than 3 - 4 lines, not sentences, LINES
 Each sentence should be 13-14 words maximum.

3. Format Of Emails
The following exercise will help you understand the format of professional emails
a. Netiquette is short for:
 Network education terminology
 Necessary teaching etiquette
 Internet inequities
 Internet etiquette
b. All email should be answered:
 As quickly as possible
 After waiting several days
 When the opportunity arises
 After an appropriate interval
c. Typing an email message in all capitals means:
 Nothing special
 You are shouting
 It‟s OK to forward this message to others
 This message is very important
d. It is OK to forward or post an e-mail message that you have received if:
 The message is typed in all capitals
 It does not contain any copyright material
 The author of the message hasn‟t marked it as confidential
 The author of the message has given you permission to forward or post it
e. Using “Smiley-faces” in a message is:
 Childish and should never be done
 Okay, but they should be used sparingly
 Entirely acceptable
f. Chain letters sent via email should be:
 Forwarded to as many people as possible if they contain information about computer
 Forwarded to just your friends
 Checked for authenticity and then forwarded
 Discarded the way you do paper junk mail

~ 23 ~
g. You should worry about grammar and punctuation:
 Only when you are sending a message to your friends
 Only when you are sending a message to your classmates or instructor
 All of the time
 Whenever you have the time to pay attention to it
h. Spamming means:
 Posting a message that contains graphic descriptions of something really gross
 Sending in lines of nonsensical garbage in chat conversation
 Spilling the juice of meat-byproducts into your keyboard
 Posting or e-mailing unsolicited advertising messages to a wide audience
i. Why should I use the BCC field?
 So I can send copies of business e-mail to my friends without my boss knowing.
 To keep my e-mail looking clean.
 To respect my contact's privacy.
 So I can send copies to anyone I want.
j. Before sending a very large attachment, I should:
 Compress the file (zip it up).
 Send it first thing in the morning and call to make sure it was received.
 Send it only during week days.
 Compress the file, and then ask first when would be the best time to e-mail it.
k. I should only forward e-mail when:
 I feel it's important.
 I know the other person should have the information.
 The topic is commendable and important to all onliners.
 I type a personal comment about why I am forwarding that specific e-mail to that
specific person.
l. When is it O.K. to contact folks about my business?
 Only when they e-mail me and ask me for information.
 When I know they can use my service.
 When I know I can save them big bucks!
 Anytime - that's called cold calling.
m. I should down edit my e-mail replies by:
 Removing previous signature files.
 Removing the previous 2 e-mail noted in my reply.
 Removing everything not necessary to the ongoing conversation
 Spell checking the sender's previous e-mail.
n. What is the most important thing I should do with every e-mail?
 Spell check, use full sentence structure and use proper grammar.
 Have a nice greeting: Hi, Hello, etc.
 Have a proper sign off: TIA, Sincerely, etc.
 All of the above.

o. How quickly should I reply to e-mail?

 A soon as I can; no longer than 3 days.

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 When I get around to it.
 Don‟t have to reply.
 Doesn't matter.

4. Recommended Phrases
a. The Start
 Dear Personnel Director, Dear Sir /Madam, Dear Customer
(Use if you don't know who you are writing to)
 To Whom It May Concern
(Very formal as you do not know the person to whom you are writing)
 Dear Mr., Mrs., Miss or Ms
(Use if you know who you are writing to, and have a formal relationship with – VERY
IMPORTANT use Ms for women unless asked to use Mrs. or Miss)
 Dear Frank
(Use if the person is a close business contact or friend – also acceptable for emails)
b. The Reference

With reference to
 Your email of 28th October
 The conversation we had yesterday
 Your query on account reference 12345
c. The Reason for Writing
I am writing to
 enquire about
 apologies for …
 confirm …
e. Requesting
 Could you possibly …?
 I would be grateful if you could …

f. Agreeing to Requests
 I would be happy to.

g. Giving Bad News

 Unfortunately …
 Regrettably
h. Providing Additional Information
 We would also like to inform you ...
 Regarding your question about ...
 In answer to your question (enquiry) about ...

i. Enclosing/ Attached Documents

 I am enclosing …
 Please find attached …

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 I am attaching…
 Enclosed you will find …

j. Closing a Letter Hoping for Future Business

 We look forward to
 Hearing from you
 Receiving your order

k. Closing Remarks
Thank you for bringing this matter to our attention. Please contact us again if
 We can help in any way
 You have any further questions/queries
 You require any further clarifications

m. Reference to Future Contact

 I look forward to
 Hearing from you soon
 Receiving an update from you
 Speaking tomorrow

n. The Finish
 Thanking You
(If you don't know the name of the person you're writing to)
 Regards,
(If you know the name of the person you're writing to)
 Thanks and Regards
(If the person is a close business contact or friend or emails

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Recommended email format

Hi John,

This is to inform you about the completion of the project.

We have completed the project as discussed. We would be delivering the same by EOD.

We had the following clarifications:

Do revert with your comments.


(Sign Block)
Contact number
Email Id

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