Telephone & Email Etiquette

Telephone & Email Etiquette

Course Overview

Telephone Etiquette

When using the telephone we are creating an impression and image of the company in the mind of the other person. Even though various forms of communication are used in offices, the telephone is used more often than any other because of the convenience and speed with which messages can be conveyed and the opportunity for immediate feedback. Anyone using the telephone must be aware of the techniques involved in placing and receiving calls, and of the impression the caller is making each time they use the phone.


Email Etiquette

When it comes to business email communications, it is important for you to make an impression that can lend to the determination that you are a credible professional and someone who will be easy and a pleasure to do business with. Be ware of your day-to-day online communications to ensure the best possible results.


Course Objectives

After completing this course participants will be able to:

  • Identify Importance of Protocol & Etiquette
  • Understand the challenges when communicating over the phone
  • Skills in giving a positive impression over the phone
  • Building positive relationships over the phone
  • Techniques in answering phone calls
  • Identify dos and don’ts of Telephone Etiquette
  • Effective listening, questioning, note taking skills
  • Observe Email Etiquette Rules
  • Writing a good email
  • Identify dos & don’ts of Email Etiquette
  • Be mindful and respectful in Business Dealings with Business Etiquette



1 Day


The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly speaking the client’s language and understands cultural differences. It is through active participation that the adoption and application of theory is expedited, and it is with that outlook that the basis of each experience is governed by the following parameters:


  • All participants are fully engaged at all times.
  • All engagements are lively and foster knowledge transfer and idea sharing amongst participants.
  • All participants maintain a positive learning environment.
  • All participants leave the course with clear personal action plan and recommendations for addressing critical challenges with their professional development.
  • All participants will explore concepts that will help them bring out the best self into focus, enabling them to be more sensitive, effective, increase awareness and joy in choosing how to lead their life.


Course Outline & Schedule

9.00am                  Introduction

  • Ice Breaker
  • Importance of Protocol & Etiquette


9.30am                  Importance Telephone Etiquette

  • Why Telephone Etiquette is important
  • Smiling over the phone
  • Be mindful with levels of formality
  • Identify language to use and avoid during telephone calls
  • Importance of self introduction
  • *Group discussion & Role-plays


10.15am                Tea Break


10.30am                Telephone Etiquette

  • Techniques in making and taking Telephone Calls
  • Guidelines for telephone etiquette in your organization
  • Techniques in answering phone calls
  • Identify dos and don’ts of Telephone Etiquette: transferring phone calls and methods to answer phone calls
  • Effective listening, questioning, note taking skills
  • *Role Plays


11.30am                 Communicating over the Telephone

Active and reflective listening skills

  • Interpreting what you hear
  • Methods to deal with difficult callers
  • Methods to handle complaints
  • Asking the right questions


1.00pm                  LUNCH


2.00pm                  Importance of Email Etiquette

  • Why should you follow Email Etiquette?
  • Etiquette Rules to observe
  • Identify Bad Email VS Good Email
  • Dos & Don’ts of Email


3.15pm                   Tea Break


3.30pm                   Strategies for Writing a good Email

  • The first step in writing email message
  • Composing the Body
  • Identify confidential information
  • Sending attachment with sensitivity
  • Before you hit send
  • Close with Courtesy
  • *Group Discussion and Practical


5.00pm           END