Business Communication – Telephone Techniques and Professional Email Writing Etiquette

Course Outline

Module 1: Introduction to Business Communication

• Importance of effective communication in business
• Overview of professional communication channels
• Key differences between telephone and email communication

Module 2: Telephone Communication Techniques

• Components of a professional phone call
  • Greeting and introduction
  • Structuring the call (purpose, key points, closing)
• Tone, clarity, and listening skills
• Managing difficult or unexpected calls
• Voicemail etiquette

Module 3: Email Writing Fundamentals

• Structure and organization of professional emails
  • Subject lines, salutation, body, and sign-off
• Choosing the appropriate tone and level of formality
• Writing concise and clear messages
• Email formatting and proofreading

Module 4: Advanced Techniques for Telephone Communication

• Handling conflict and objections over the phone
• Strategies for persuasive communication
• Building rapport and trust remotely
• Follow-up calls and post-call summaries

Module 5: Professional Email Writing Etiquette

• Writing for different business scenarios (e.g., inquiries, complaints, follow-ups)
• Avoiding common email mistakes (e.g., tone misinterpretation, overuse of jargon)
• Managing attachments and email threads professionally
• Email response time expectations and prioritization

Module 6: Integrating Telephone and Email Communication

• Choosing the right channel for different messages
• Maintaining consistency in tone and messaging across channels
• Tools and technology to streamline communication

Course Objectives

By the end of the course, participants will be able to:

1. Understand the principles of effective business communication.
2. Master the techniques of professional telephone conversations.
3. Compose clear, concise, and professional emails for various business contexts.
4. Demonstrate proper email etiquette to maintain a professional image.
5. Effectively handle challenging communication scenarios via telephone and email.
6. Integrate telephone and email communication for seamless professional interactions.

Learning Outcomes

Upon completing this training, participants will:

1. Apply structured approaches to phone calls, ensuring clarity and professionalism.
2. Exhibit active listening skills and manage challenging telephone interactions.
3. Craft emails with clear subject lines, concise content, and a professional tone.
4. Demonstrate etiquette in formatting, responding, and managing email threads.
5. Use appropriate communication channels based on the business context.
6. Enhance overall confidence and competence in business communication.

Methodology

1. Interactive Lectures
   • Brief theoretical discussions supported by real-life examples.
2. Role-Playing and Simulations
   • Practice phone call scenarios such as cold calls, resolving complaints, and follow-ups.
   • Draft and critique emails based on simulated business cases.
3. Group Activities
   • Peer reviews of email drafts.
   • Collaborative exercises to evaluate tone and message appropriateness.
4. Case Studies and Examples
   • Analysis of effective and ineffective email/phone interactions in business settings.
5. Feedback and Assessments
   • Individualized feedback on email writing and telephone communication techniques.
   • End-of-course evaluation to gauge progress and highlight areas for improvement.
6. Job Aids and Resources
   • Provide templates, checklists, and scripts for phone calls and emails.
   • Supplementary materials for post-training reference.