tam debut induction day 4 session 1 effective communication

8/3/2019 TAM Debut Induction Day 4 Session 1 Effective Communication

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| 01-09-2011 | TAMIndia | Debut Induction | Effective Communication

01-09-2011

Your business technologists. Powering progress For internal use only

Testing and Acceptance Management

Induction

Effective communication


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| 01-09-2011 | TAMIndia | Debut Induction | Effective Communication2

Agenda

1. General E-mail Etiquette Rules

2. Think of these before you hit send

3. Format your e-mails

4. Paragraphs and bullets clarify

5. Building better e-mails

6. Dos and Dont7. Unwanted e-mails (SPAM )

8. Samples


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General E-mail Etiquette Rules

ALL CAPS IS CONSIDERED SHOUTING

So is over punctuating!!!!!!

Not using capitalization or punctuation makes e-mail hard to read

Text messaging abbreviations r confusing 2 ur co-workers

Avoid emoticons

Explain Acronyms Check spelling and grammar before sending

Avoid slang or at least keep it at a minimum


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Reference


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Think of these before you hit send

Needed (Does the recipient need this to do their job)

Timely

Relevant

Complete

Appropriate

Compliant Professional

Inoffensive

Targeted

Limit use of Reply to all

Limit use of CC/BC Use Distribution Lists Carefully


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Format your e-mails

We need to test the upgrade before we proceed with the pilot in PediatricOtolaryngology. Does the project have the funding to purchase a couple of the hardwareupgrades so I can test with in this area? I can provide you a quote from Insight for theupgrade. I need to verify that it works as advertised before we advertise that we can dothis for all devices.

Without paragraph and bullets


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Paragraphs and bullets clarify

We need to test the upgrade before we proceed with the pilot in Pediatric Otolaryngology.

Does the project have the funding to purchase a couple of the hardware upgrades so I cantest with in this area?

I will1. provide you a quote from Insight for the upgrade

2. verify that it works as advertised before mass deployment


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Recipient

Limit the number of people in the To: list to one or two

Having too many people in the To list may confuse recipients.

Is this meant for me?

General information can be passed to a group / distribution list

Example mail to ask all team members to register for a training

Check the copy (CC:) list does everyone need to read this email? Avoid Blind Copy (BCC:) it is not good etiquette

Building better e-mails


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Strengthen the Subject

Use Keywords in Subject line

Action: Prepare slides for Leadership Breakfast on June 17

Info: Update on E-mail Etiquette Presentation

Confirmed: Presentation will be ready for review on June 6 th

Delivery: Slide pack for June 17th Leadership Breakfast



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Sculpt the Body

Break the message into distinct sections

Introduce your Topic/Subject/Question/clarification

Action summary Why are you sending the e-mail?

Talk about your Topic- Background, details, but organize as

Key points

Definitions Summarize the email, so the recipient knows what to do

If it is a question then ask it. e.g. Can you please confirm?

If action then mention , e.g. I am expecting response from you by Monday

Consider a deemed acceptance statement, e.g. If I dont hear / get a response by

Monday I will assume that you agree with my assumption

If you include attachments give explanation of what they are.

Use corporate signature Please avoid personnel message/images in official e-mails.



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Rules

3 Volley Rule

If a topic is bounced back and forth more than 3 times it is time to pick up the phone orschedule a meeting.

24 Hour Rule

It is okay to write a heated e-mail, just wait 24 hours before you send it.


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Dos and Donts

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Negative Constructive

Should NeedMust avoid use of must and should. Need or similar is betterDo it Can you please do itWe need "xyz" Can you please share "xyz"I don't agree I have a different opinion

I need this by When can I expect this? Is it possible by end of day today?I don't find this I am not aware of this. Can you please help me understand?Can you send Can you please.I don't know whether this will work As per my understanding, this could work if I am assuming to complete I will complete ..... today eob / eod / asapWe can not do this we will able to do if / we can do this subject to the assumptionI will update the test case soon -- I will update the test case positively by.....

This information is of no useDo not use this line at allThis information would be more useful if we get

I am Confused We are trying to analyze


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Dos and Donts

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Negative Constructive

I don't know,I understand that this works like this, correct me if wrong OR Canyou please help me understand this?

Its not important for me, Do not use this line at allI dont know how this works now I will do the analysis and let you know.

This shouldnt happen again. Please take care of the same in future

This is really a bad way of workingsending excel sheet via mails Please avoid sending excel sheet via mails and it would be better toupdate the sheet on the serverPlease resolve the issue can you please help to resolve the issuewe have put this issue on hold this issue is currently on hold becauseI did not understand what you said. As per my understanding what you meant is: ----,please do correct

me if I am wrong.I cant do that.Plz help. I tried to do it but I have problem Can you Pls help me with this

step.


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Dos and Donts

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Negative ConstructiveBAD not goodthere were issues We are looking for a solution to address this situationfacing issues facing challengesFAULTS DIFFERENCES , ErrorsALWAYS Most of the time

NEVER SELDOM, hardlyIt Didn't work.. We tried but we got a different output. Can you please confirm if

this is how it should work?


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The Noise

Daily more than 180 billion emails are sent

An estimated 100 billion of these emails may be unsolicited

Unwanted email

Phishing

Appear to be from legitimate site, businesses

Request personal or financial information

Only work if you click or respond, best to just delete

Spam

Ads and scams

Replying or unsubscribing validates your address for more spam

Do not reply, delete email

Virus

Malicious software Installed without your knowledge or consent

You must click or open program to infect


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Why?

What is the point of these E-Mails?

Money - #1 reason

Selling information on black market

Health Care approximately $50 per account

Credit Cards approximately $2-3 per account

Who is behind this? Hackers/scammers

Organized criminals


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Wording to make youfeel that you have tocomply or you cannotaccess your money.

Leaves no way to contactsomeone to verify authenticity.

No specific time tocomply

Sample


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When you hover overlinks you see that theydont go to where you

expect them.

Sample


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Never open an

attachment fromsomeone you do not

know.

Sample


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Support groups will never askfor you to send you user id and

password via e-mail

Sample


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Your business technologists. Powering progress For internal use only

www.atos.net

Atos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud and Atos WorldGridare registered trademarks of Atos SA. September 2011 2011 Atos. Confidential information owned by Atos, to be used by the recipient only. This document, or any part of it,may not be reproduced, copied, circulated and/or distributed nor quoted without prior written approval from Atos.

Thanks

For more information please contact:T+ 91 22 6733 3798

[email protected]

Atos India

MumbaiIndia

tam debut induction day 4 session 1 effective communication

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