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8/8/2019 Materials Management (2)

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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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