Communication culture Emails. We send a lot of internal and external emails each day. It is a fast and efficient way of communicating. However, we must be aware of how we use email: • Always communicate in a professional and respectful way and be aware of a representative way of communicating; Please adhere to a time of 1 to 2 working days in responding to the incoming emails. If you are not able to meet this deadline, then send a quick email informing your counterpart that your response will be delayed, provide a time frame, to manage expectations. • Only put in copy (‘c.c.’) those immediately concerned by the issue addressed in your email. • Those that you wish to act upon the information in the email are in the ‘to’ field, and those that must be kept informed are in copy. Blind copy (‘b.c.c.’) should not be used internally, for the sake of transparency. • Is email really necessary? It may be more pleasant to see your colleagues in person, if possible, rather than sending an email. An email however may be useful as follow up of a conversation, to confirm arrangements/agreements, for example. • Always use your out-of-office assistant when you will be away, to state who to contact in your absence and when you will respond to the email. Always provide your manager and/or your colleague who is replacing you during a long-term absence (for example illness and or long term holiday) with access to your inbox if this is necessary for a proper replacement. Telephone • All calls must be answered. It is not professional to allow callers, being a client, a colleague or a partner, to wait on the line or to have their calls rejected. With our telephone system we have an automatic back up plan for when the person contacted, or the office manager is away from his/her desk. This should ensure the answering of the telephone at all times. However, if you hear a telephone ringing on an absent colleague’s desk, please pick it up. • Please make sure to switch your telephone to DND(do Not Disturb) so the backup system will work. Remove the DND when arriving in the office or after being in a meeting. • Communicate also per telephone in a respectful and professional manner and be aware of a representative way of communicating • Please be mindful of the volume of your voice when talking on the phone
