WRITING SKILLS
Objective of the session.
• To understand the measures
business emails effective.
that
makes
• To adopt necessary email etiquettes necessary in
a professional field.
KNOWING IT!!!!
• Good writing skills are
imperative in any organization.
• Businesses and organizations rely on efficient and
effective email.
• E-mail is the most common way to communicate.
• Effective email writing skills is therefore
intentionally taught, practiced, reinforced, and
valued in every organization.
• THE CONCEPT
 No unique talent and mental
ability required.
 Certain simple rules that are to
be followed.
RULE-1: Strengthen the
Subject
• Use Keywords in Subject line
• Avoid high priority options like
URGENT, IMPORTANT etc.
• E.g.: Subject-Meeting
Subject- Remainder of 10am
meeting scheduled on 10/06.
Rule-2: Keep the message
focused.
• Keep your message readable.
• Don’t depend upon bold font
or large size letters.
Rule-3: Avoid attachments.
• Avoid attaching a file. Only
attach when required.
• Its better to just copy-paste
the most important part.
Rule-4: Identify yourself
clearly.
• You should write a signature
line.
• Contact details should be
complete.
 E.g.: Sincerely,
XYZ
3rd year Electrical
ABCT
Phone:9876543210
Thanks & Regards,
Paresh Sen
Owner
Reliable Landscaping, Inc.
0674-230230 (office)
+91-987654321 (cell)
Rule-5: Be kind and don’t
flame.
• Control the anger and keep
cool.
 E.g.: I tried all morning to get
in touch with you. Couldn’t you
find a few minutes in between
meetings
to
check
your
messages? I’m having a rough
time on this subject, and I’m
sorry if this is last-minute, but
I’ve never done this before and
I think the least you could do is
take some time to explain it
again.
Rule-6: Look Before you
LEAP.
• If you are asking someone else
to do work for you, proofread
it.
Rule-7: Balance
Formal/Informal.
•Avoid
,abbreviations,
nonstandard punctuation.
and
•Never use informal language in
formal situation.
 E.g.: IIRC for “if I recall
correctly”, LOL for “laughing
out loud,” “ASAP for “as soon
as possible” etc.
Rule-8: Respond promptly.
• Make yourself available to
your correspondents promptly.
• Response should be within
24hours or the specified time
limit.
• Never
keep
correspondent waiting.
your
Email Etiquette.
• Be concise and to the point.
• Reply to original message only
and don’t just forward the
message
• Use CC: field sparingly.
• Use the Bcc: field while you do
not want all addressees to
know.
• Bcc’s
within
creates distrust.
organization
• Don't forward any junk mail or
reply to spam.
• Never use email to discuss
confidential issues.
• Do not overuse reply to all.
• Do not forward chain letters.
• Check the appropriateness of
email.
• Avoid derogatory remarks.
• Make one point per email with
a user friendly fonts.
• Use proper structure and
layout.
• Humor is riskier.
• Spelling still counts.
• Make email id’s which looks
professional.
Sl.
No.
Answer the following questions with true
and false.
Questions
Options
1.
It is not necessary to use meaningful and clear subject
True
False
2.
Always avoid long sentences.
True
False
3.
Read the email before you send it.
True
False
4.
Write the email in all capitals or all small letters.
True
False
5.
Avoid using ‘Urgent’ or ‘Important’ in the subject.
True
False
6.
Always use cc field when writing a mail.
True
False
7.
Answer to the point and to all questions.
True
False
8.
Email is used to discuss confidential letters.
True
False
9.
Reply to an email message when angry.
True
False
10.
Avoid attachments in business email.
True
False
Last words…….
• Email is indeed an
excellent tool in business
scenario.
• Hence an effective email
should follow certain
rules, obvious etiquette
and focus on 5 C’s that
is:
Courtesy
Clarity
Conciseness
Correctness
Completeness
TCS VA FORMAT
• This is a simple test for 10 minutes.
• In this test applicants will be assessed based on
the proper usage of the given keywords and
grammar. Be careful of spelling mistakes and
wrong punctuations.
SAMPLE NO. 1
Using the following phrases, write an email with
minimum of 70 words to the customer Mr. Gill
Roy explaining delay to the project.
Payment processing system – Schedule – 10th
May (Friday) – Unexpected power outage – 3 days
– Overall delay – 7 days – includes recovery of
lost work – will not recur
SAMPLE SOLUTION - 1
Dear Mr. Gill,
As you know the earlier schedule to deliver the project “Payment processing
system” was on 10th May (Friday). The same has been delayed, due to an
unexpected power outage since the past 3 days at our offshore site. We have
lost many important files for which we don’t have any backup.
Our primary area of concern includes recovery of lost work in which the team
is devoting most of the time.
Hence we are expecting an overall delay in the delivery of maximum 7 days,
within which the team will work on the issues and everything will be sorted
out.
A sincere apology for the delay and at the same time we ensure that the
mistake will not recur in future.
Best Regards
Khusboo
Alternative Solution-1
Dear Gill,
We are very sorry to inform you that the project 'Payment
Processing System’ has been delayed due to unexpected power
outage of 3 days, which was to be delivered on 10th May
(Friday).
The overall delay will be of 7 days where our primary motive
includes the recovery of lost work, for which we don't have backup. We're extremely sorry for the delay and inconvenience
caused and assure you that this will not recur in the future and
shall maintain the schedule as discussed.
Regards,
Manasa V
SAMPLE NO. 2
You are a team leader in a company and you have
to write an email to one of your team member
appreciating his/her work.
thank you - efforts - hard worker - weekend work timeliness - client appreciation - successful
completion - extra work hours - good skills - keep
it up
SAMPLE SOLUTION - 2
Dear Jyoti,
On behalf of all the team members I want to thank you for your efforts and
timeliness in completing the job.
Your weekend work and extra work hours have not only resulted in successful
completion of the project but have also brought client appreciation for the
entire team. You are a hard worker in real sense.
I hope that you will show the same level of dedication and apply your good
skills for all future projects.
Keep it up!
Regards
Khusboo
Alternative Solution-2
Dear Amar,
I congratulate and thank you for your outstanding performance. Your
efforts have finally paid off and you have proved yourself as a true
hard worker by taking extra work hours.
The timeliness and the successful completion of the project has given
us immense client appreciation. Your good skills were reflected
throughout the project. All the extra work hours is worth appreciating.
Keep it up! Our company is proud of such employees . Hope you
continue with the same zeal and enthusiasm.
Regards,
Adarsh Singh
SAMPLE NO. 3
Write an e-mail minimum 70 words to the manager of a
company called ITEX, Complaining about a delivery service
bought a product , didn't work , called customer care , put me
through automated Tele-services , on hold , for 19 minutes ,
got disconnected , wrote an e-mail , reply , sorted out , 2 days ,
problem still unresolved
SAMPLE SOLUTION - 3
Dear Sir,
ITEX is supposed to be undoubted leader in the mobile industry but I am really
surprised about the delayed delivery service of my order no 12425333.I bought a
product, BRO 65, recently but it didn’t work as there was display problem. I have
called customer care many a times and very time they have put me through
automated Tele-services or on hold. Once I was on hold for 19 minutes and after
that it got disconnected automatically.
Then I wrote an email regarding the same. I got a reply which said that the
problem will be sorted out in 2 days but the problem is still unresolved. I will be
grateful if you look into the matter and get back with a solution as soon as
possible.
Regards,
Raj Singh
+91-987654321
Alternative Solution-3
Dear Sir,
I bought a product from your company, but I am really disappointed with the
delivery service. The product was delivered two weeks late. When I opened the
parcel and switched on my laptop , it didn’t work.
Immediately, I called customer care ,first I was put on hold for 19 minutes then
they put me through automated Tele-services and finally got disconnected. I
wrote an email to which I got a reply that my problem will be sorted out in 2
days but the problem is still unresolved .
I will be grateful if you look in to the matter and resolve my problem as soon as
possible.
Regards,
Karan Nath
0674-xxxxxxx
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to Email Etiquettes - Koustuv Group of Institutions