Telephone and Email Etiquette

Since much of today’s business is done over the phone and email, using correct telephonic and email etiquette is important! Phone, email, or text? Learn what communication method to use when.

Description

Phone, email, or text? Learn what communication method to use when. Our Facilitator starts with email, explaining everything from setting up signatures to striking the right tone. She also explains how to best use autoresponders, acknowledge receipt of an email, and follow up on unanswered email. The lessons help viewers evaluate their own email communications, ensuring that the recipients won't misinterpret them in any way. 

 

Next up is text etiquette, including what and what not to say in a text message. The facilitator then looks at common business communications like letters, requests for payment, and thank-yous, and how to make action items communicate the right level of urgency. 

 

Finally, the course covers phone etiquette, including proper greetings, voicemails, out-of-office messages, and essential phone behavior. 

Course Objectives

By attending this ICL training course, delegates will be able to: 

  • Develop a heightened awareness of the potential perils of digital communication 

  • Master effective email structures to achieve clarity and successful communication 

  • Learn to write for the reader, starting with effective subject lines 

  • Make the most of 'email estate' 

  • Carefully consider the email recipients 

  • Learn to work within principles or 'rules of thumb' to ensure professional, clear & effective emails 

  • Perfect grammar because it matters 

  • Format messages for readability 

  • Learn to write professionally and brand Broadcast emails 

  • Learn to avoid senders regret by proof reading 

  • Understand the concept of 'netiquette' 

  • Master the inbox using some core principles and email functions 

  • Leaving voicemail 

  • Understanding what to say over the phone 

How will this Training Course be Presented?

Live-Online

Who is this Training Course for?

  • Customer Care Managers 

  • Call Centre Managers and Staff 

  • Customer Service Employees 

  • Receptionists 

  • Any Employee Who Interacts With Clients 

The Course Content

Telephone and Email Etiquette 

 

Telephone Etiquette  

Since much of today’s business is done over the phone, using correct telephonic etiquette is important! Before receiving or making a call, two important things to consider is:  

  • Have a decent ring tone for official calls  

  • Keep a book and a writing pen ready, with a glass of water 

 

Seven steps for a good flow 

  • General etiquette  

  • Inter office phone etiquette  

  • Voice Mail  

  • Call waiting  

  • Speaker Phone  

  • Cell Phones  

  • Placing someone on holds 

 

General Etiquette  

  • As soon as you receive a call first identify yourself with your name while answering  

  • Return phone calls within 24hours and apologize for missing it and if it is late  

  • Identify your self when you place a call say your name, the Company’s or the department you represent along with your designation. 

 

Inter office Phone etiquette  

  • Don’t hover outside a co worker’s cubicle  

  • Don’t listen to others call, if you share cubicle and never comment on the conversation if you have ever heard it. 

 

Voice mail  

  • Outgoing message, greet, include your name and company’s name .  

  • Let the caller know how to reach you in an emergency  

  • Update your outgoing message . If you are going out of the office your message says so when you go away, state the date you‘ll be available and whether or not you’ll be calling/or for messages or whom to contact. 

 

Call waiting  

  • Unless you are expecting an urgent call and say so, its impolite to continually put someone on hold while you talk to another. Say politely . Take the other call explain you are on another line and will be back. 

 

Speaker phones  

  • Good when you are on conference call with several people, else it annoys the other person whose voice is broadcast.  

  • Use it sparingly and always tell the person on the other side that speaker phone is on. 

 

Cell phone.  

  • Be away from public area.  

  • If you must take or make a call keep it short and sweet. Never switch on the music via Fm or recorded during office hours  

  • Never use colleagues phone to call your assigned client, as your number may not be stored.  

  • Switch off your phone before you enter the meeting hall or while you talk to your seniors 

 

Placing someone on hold  

  • Make sure as for good reason like pulling a document. Ask permission to hold the call  

  • Never keep the call on hold for more than a minute. When you are back thank the person for holding the call 

 

 

Email Etiquette Training Course - Lesson 1 

Introduction 

  • Evaluate Your Email Usage 

  • Workshop Objectives 

Email Etiquette Training Course - Lesson 2 

Introduction to Email Etiquette 

  • Email is Never Secure 

  • Big Brother May be Reading Your Email 

  • Productivity is Lost When Cyber-Slackers Log-on 

  • Email Misuse and Abuse May Get You Fired 

  • Email Can be Embarrassing 

  • Email Abuse Impacts Revenues and Reputations 

  • Email is Easily Misinterpreted 

Email Etiquette Training Course - Lesson 3 

Create Structure for Success 

  • Forward-To-CC-BCC 

  • Urgent 

  • ! High Importance vs Low Importance 

  • Subject 

  • Salutation 

  • Introduction – Body – Conclusion 

  • Signature 

  • Draft 

  • Time Delays 

Email Etiquette Training Course - Lesson 4 

Rules of Thumb 

  • Effective Subject lines: Tell Me What You Need 

  • One Page View Only 

  • Average 15 Words per Sentence 

  • As Short as Possible – Avoid Extra Words 

  • 2 – 3 Lines per Paragraph Maximum 

Email Etiquette Training Course - Lesson 5 

Grammar Perfect 

  • Using Spell Checker 

  • Check for Simple Sentences 

  • Use the Active Voice 

  • Use of Punctuation 

  • Use of Emoticons 

  • Use of Text Talk 

Email Etiquette Training Course - Lesson 6 

Formatting your Email Message 

  • Email Style 

  • Writing the Email 

  • Selecting Your Format Settings 

  • Choose the Right Font 

  • Select Appropriate Colours 

  • Enhancing Readability 

  • Avoid All Upper – or Lowercase Letters 

  • Arranging Text into Vertical Lists 

  • Sending Attachments with Care 

Email Etiquette Training Course - Lesson 7 

Broadcast Emails 

  • Branding 

  • Importance of Branding and Consistent Subject Headings 

Email Etiquette Training Course - Lesson 8 

Proofreading Does Pay 

  • A Proofreading Primer 

  • How Peer Review Can Help 

Email Etiquette Training Course - Lesson 9 

Polishing Your Cyber Manners 

  • Watch your Cyber Language 

  • Avoiding Sexist Language 

  • Set the Right Tone 

  • Dodging Conversational Pitfalls 

  • Extinguishing Flames 

Email Etiquette Training Course - Lesson 10 

Netiquette Guidelines 

  • Reviewing Netiquette Guidelines 

  • Netiquette Guidelines for Managers 

Email Etiquette Training Course - Lesson 11 

Managing Email Overload 

  • Controlling Your Inbox Clutter 

Email Etiquette Training Course - Lesson 12 

Examples 

  • The Good 

  • The Bad 

  • The Ugly 

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This advanced course provides a comprehensive roadmap for senior professionals in fleet and transport management to gain deeper insights and develop strategic competencies in this critical field.

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This advanced course provides a comprehensive roadmap for senior professionals in fleet and transport management to gain deeper insights and develop strategic competencies in this critical field.

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This 5-day comprehensive course is designed to equip participants with the knowledge and skills needed to understand, design, and troubleshoot electro-hydraulic systems in automotive applications.

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This 5-day comprehensive course is designed to equip participants with the knowledge and skills needed to understand, design, and troubleshoot electro-hydraulic systems in automotive applications.

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This 5-day comprehensive course is designed to equip participants with the knowledge and skills needed to understand, design, and troubleshoot electro-hydraulic systems in automotive applications.

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