Business Telephone & Email Etiquette Course Learn principles of effective telephone and email etiquette required for business and corporate settings.

Course details

Module 1: Introduction & Workshop Contracting          

Upon completion of this session, participants will be able to:

• Know each other
• Know the course outcomes and agenda of the workshop

Methodology -

• Ice Breaker Activity
• Workshop Contracting

Module 2: Elements of Professionalism in Communication & Business Etiquette   

• The definition of Good Communication Skills
• The Communication Cycle & Parts
• Barriers to communication
• Sync the Communication Basics with the Workplace application. The three forms:
  • Face-2-Face
  • Written
  • Telephonic
• The 3 V’s in communication (Verbal/ Vocal/ Visual)
• Importance of Non-Verbal Communication: Visual & Vocal
• The importance of the PEOPLE factors in Body Language
• The 55-38-7 Rule in Body Language, Tone & Words.
• Tips on creating an impression through the 3 V’s.

Participants will understand the importance of Body Language, Tone & Words in creating the right impression. Bring effectiveness in communication by closing the gaps.    

Methodology -

• Game
• Flip chart Activity Video
• Facilitator Debrief

Module 3: Listening Skills  

• Importance of Listening
• Identify the Flaws in the Listening Process
• Steps to Active Listening Skills (The A-PS3 Model)
• Questioning Skills

Participants will understand the importance listening & practice steps in attending skills. Interpreting what is being said & avoid prejudice. Acting on communication & clarifying skills

Methodology -

• Video
• Activity

Module 4: Interpersonal Communication

• How to say ‘No’ professionally – The Art of Positive Mirroring
• The importance of Empathy
• Importance of Giving & Receiving Feedback

Methodology -

• Exercises
• GD

Participants will understand, the action steps in interpersonal communication and use the right tone  

Module 5: Assertive Communication       

• Distinguish – Passive, Assertive & Aggressive Behavior
• The Graph of ‘Respect for Self’ vs. ‘Respect for Others
• Handling passive & aggressive people using Assertive communication
• How to say ‘No’ assertively- Avoiding misunderstandings

Participants will understand the importance of using the right style in communication & communicating clearly & positively.  

Methodology -

• ILD
• Case Study
• Exercise
• Role Plays

Module 6: Telephone Etiquette     

• Norms of Courtesy
• Building Rapport with Caller
• Personalized Addressing
• Prompt Responses
• Standard Procedures – Hold, Mute & Transfer- Mock Calls
• Pointers for Effectiveness

Methodology -

• Activity
• Exercises
• Simulations

Module 7: Hallmarks of Effective Writing Skills 

• A fundamental flaw in the attitude & approach to business writing
• Ambiguous Writing Style – Impact on Reader
• Paragraph Format vs. Bullet Point Format
• The magic of Punctuation
• Paragraph Structuring – Dos & Don’ts
• Letter Writing

Methodology -

• Activities & Exercises
• Facilitator’s Debrief

Module 8: Email Writing & Etiquette        

• Business Email Writing
• Subject Line
• Addressing
• Greetings & Salutation
• Body of Mail – paragraphs & indentation
• Tone & Language
• Closing & signature
• Attachments
• Proofreading for errors & Punctuality

Methodology -

• Email writing exercise
• Audit form – for Paired Evaluation & Feedback

Summary      

• Summary of Learning’s
• Personal Action Plan
• Feedback & Close

Methodology -

Feedback