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Copyright 2012 Tata Consultancy ServicesLimited
Best Practice
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Title
Domain/ Service/ Technology /Geo: Telecom
Name of the Project/Support Fn: CTL NIT HICAP MNT CHN
Name of the Author: Anitha S (256421)
Date Created: 23-08-2012
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Indian Context
Do not write " the same"in an email - it makes
little sense to them.
Example:I will try to organize the
project requirementsand inform you of thesamewhen it is done
International ClientsContext
It is better written simply
as::
Example:I will try to organize the
project requirementsand inform you whenthatis done
Process Adopted
How we did it
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Indian Context
Do not write or say, "Ihave some doubts on
this issue"
We use this term because inIndian context the word for"doubt and a "question" is the
same.
Example:I have some doubtsonthis issue.
International ClientsContext
The term "Doubt" is
used in the sense ofdoubting someone Thecorrect usage (forclients) is:
Example:I have few questionson this issue.
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Indian Context
The term "regard" isnot used much in
American English.
Example:I feel its important we
have a talk with Laurie,regardingthis issue
International ClientsContextThey usually do not say"regarding this issue" or
"with regard to this".Simply use, "about thisissue".
Example:I feel its important wehave a talk with Laurieabout this issue
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Indian Context
Do not say "Pardon"when you want
someone to repeat whatthey said..
International ClientsContextThe word Pardon isunusual for them and is
somewhat formal.Therefore you can usekindly repeat,"excuse me, I didn't
catch that" or "sorry,can you say thatagain?". Just"sorry?" works too.
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Indian Context
Americans do notunderstand most of the
Indian accentimmediately.
Therefore try not to
use shortcut termssuch as "Can't" or"Don't".
International ClientsContext
They only understand
75% of what we speakand then interpret the
rest.
Use the expanded"Cannot" or"Do not" .
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Indian Context
Do not use the term"screwed up" liberally.
If a situation is not good,Do not use words suchas "shucks or "pissedoff".
International ClientsContext
It is better to say:
Example:"The situation is
messed up".
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International Clients Context
Indians interrupt each other constantlyin meetings - DO NOT INTERRUPTa client when
they are speaking.Over the phone, there could be delays but wait fora short time before responding.
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International Clients Context
When explaining some complex issue, stopoccasionally and ask "Does that
make sense?" .This is preferable than "Did you understand me?"
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Indian Context
In emailcommunications, use
proper punctuation.
To explain something,without breaking yourflow use semicolons,
hyphens or parentheses
International ClientsContextExample:
You have entered a new bug
(Address not displayed) in the
defect tracker; we could not
reproduce it although, a screen
shot would help.
Kindly notice that a reference to the
actual bug is added in parenthesis so
that the sentence flow is not broken.
Break a long sentence using such
punctuation.
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Indian Context
When you say,
"I have mailed theinformation to you", itmeans youve sent anactual letter or packagethrough the postal
system.
International ClientsContextIn American English, amail is a posted letter. An
email is electronic mail.
Example:"I have emailed the
information to you"
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Indian Context
To "prepone" an
appointment is an Indian
usage.
Example:
It would be great if youcould prepone the
discussion.
International ClientsContextThere is no actual wordcalled prepone.
You can "advance" an appointment
Example:
It would be great if youcould schedule thediscussion in advance
.
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Indian Context
In the term "N-tier
Architecture" or "3-tier
Architecture", the word
"tier" is NOT
pronounced as "Tyre".
International ClientsContext
The correct pronunciation
is "tea-yar".
The "ti" is pronouncedas "tea".
.
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Indian Context
The usages
"September End" ,
"Month End", "Day
End" are not
understood well by
Americans.
International ClientsContext
They use these as
"End ofSeptember","End of Month or
"End of Day".
.
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Indian Context
We commonly use theterms
"Today Evening""Today Night"
"Yesterday Night"Yesterday Evening" .
International ClientsContext
The correct usages are:
"This Evening" ,"Tonight
"Last Night"Last Evening" .
.
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Indian Context
There is no word called"Updation" . It is
occasionally used inIndia despite the factthat it has no setmeaning.
Example:The following updationare done in the code.
International ClientsContext
Example:
The following are theupdates in the code.
The following lines areupdated in thecode. etc
.
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Indian Context
Do not say "Sir" .Do not call women
"Madam" .
International ClientsContext
When you talk to someone
for the first time, refer tothem as they refer to you.
In America, the first
conversation usually startsby using the first name.Therefore you can use the first name of a client.
.
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International Clients Context
It is usual convention in initial emails(particularly technical) to expand
abbreviations,
Example:We are planning to use the Java API For
Registry (JAXR)
After mentioning the expanded form once,subsequently you can use the abbreviation.
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International Clients Context
Make sure you always have a subject in youremails and that the subject is relevant .
Do not use a subject line such as HI .
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International Clients Context
Avoid the usage of the word Can/Will.
This word questions the listener of his ability to dosomething.
Alternately use the word Could/Would or
better still May. This is a polite way ofrequesting.
It also avoids questioning the ability as the listener is
given an alternative and does not have an authoritative
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International Clients Context
Do not use the word But, as this word is alwaysused to give negative news.
Use the word However, as it has a positive toneattached to it.
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International Clients Context
Use the word Assist, when you want to Helpa person finish a task.
This is for the reason that when you assist a person, you work with
him to get the task finished. If, however, you use the word Help, youwould be saying that you will do the task all by yourself and do notneed the other persons presence or assistance.
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International Clients Context
Ensure that you dont give the person a Ring,instead you give him a Call.
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International Clients Context
Ensure that you do not use the word Problem.
This word gives a negative impact of the Problem being critical andhaving existed right from the beginning.
Alternately, use the word Issue.
This word has a lesser impact and as issues did not exist from thebeginning (has just surfaced), they could be resolved in a lesser durationof time (unlike problems which needs to be solved and would take agreater time).
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Indian Context
Avoid using back,instead of "Back .
International ClientsContext
.. Use "ago".Back is the worst wordfor American.(For Days use "Ago",
For hours use "before")
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Indian Context
Avoid using.
BUT"
"YESTERDAY"
"TOMORROW"
International ClientsContextUse
. "However".
. "Last day" .
. "Next day".
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Thank You