Download - Tools of Communication
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Tools of Communication
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Tools of Communication
Basic Email
Client Services
Email Marketing
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What do mean by “Tools of
communication”?
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Basic Email
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Basic Email
• Email SOP-Writing Effective Email
• Email Structure
• Introduction
• Body
• Conclusion/Closing
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Standard Operating
Procedure “Writing Effective
Email”
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1. Adding Addresses
• Concerned people only
• Avoid adding people with no concern
• Alternate person in CC
• Use ‘To’ and ‘Cc’ lines appropriately
• Do not address clients when discussing
company internal issues
• Always check ‘To’ and “Cc’ lines
TIP: Enter the addresses once you have
composed and checked the email.
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2. Subject • Subject must comprise of the heading that
reflects the issue discussed in the email.
• Use same email/distribution list for a
particular subject. Do not start a
new/separate mail (even with same
subject line) unless matter has been
brought to closure.
• Do not use one mail for multiple issues.
Always use a separate mail for each issue.
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2. Subject
• Do not use Mr. or Mrs. unless you are clear
about the other person’s gender. It is
preferred to call them with their first
name. But if you are using their last name,
it is good to add Mr. or Mrs. with it.
• Always provide accurate and timely
information to the client. Its always better
to accept mistakes now than to let it
create an even bigger problem for the
future
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3. Content
• Keep the email simple and to the point
• Avoid using unprofessional words in your
mail. If you prefer to be called by either your
first name, middle name or last name please
mention before your signature block.
• The tone in all electronic communications should
be professional and polite
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3. Content• Cross check your mails specially before sending
to top management and clients
• Always include back ground details of the issue
when writing to the top Management
• Provide enhanced details regarding any issue
when reporting. Reporting means
When, What, Where, Who,
Why
Make sure you add all 5 W’s in the email content
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4. Signature
• Use your complete professional signature
block as per company standard.
• Your BlackBerry/Smartphone should also
have the standard signature. You can
request the IT Department to configure
it.
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5. Response Time
It is a considered professional to prioritize your
response to the email during and after working
hours.
• Emails received during office hours should
be
prioritized and replied to before leaving the
office .
• Emails received after office hours should be
replied depending on urgency/importance and
priority.
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Client Services
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Client Services
• Acknowledge
• Quick Response
• Factual Reports
• Check and Double Check
• For tone, tenses & sentences
• For facts
• Consult with Line Manager
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Email Marketing
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Email Marketing
• Mass Marketing
• Personalized Marketing
Mass Marketing
• Standard Content
• Attach Brochure
Reachable Contact Numbers
Personalized
• Tailored Content
• Address Individual
• Attach Brochure
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How to Become a Communicator
To summarize on how to be a good communicator you need to:
1.Analyze the context
2.Set objectives
3.Think of your target audience
4.Write brief messages
5.Determine tactics
6.Evaluate
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Video on Effective Communication
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“Take advantage of every opportunity to
practice your communication skills
so that when important occasions arise, you will have the gift , the style, the sharpness, the
clarity, and the emotions to affect
other people”
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The Human Resource Department would like to thank you for being a part of the learning culture….
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