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:
- Understand the principles of effective business communication.
- Master the techniques of professional telephone conversations.
- Compose clear, concise, and professional emails for various business contexts.
- Demonstrate proper email etiquette to maintain a professional image.
- Effectively handle challenging communication scenarios via telephone and email.
- Integrate telephone and email communication for seamless professional interactions.
Learning Outcomes
Upon completing this training, participants will:
- Apply structured approaches to phone calls, ensuring clarity and professionalism.
- Exhibit active listening skills and manage challenging telephone interactions.
- Craft emails with clear subject lines, concise content, and a professional tone.
- Demonstrate etiquette in formatting, responding, and managing email threads.
- Use appropriate communication channels based on the business context.
- Enhance overall confidence and competence in business communication.
Methodology
- Interactive Lectures
- Brief theoretical discussions supported by real-life examples.
- 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.
- Group Activities
- Peer reviews of email drafts.
- Collaborative exercises to evaluate tone and message appropriateness.
- Case Studies and Examples
- Analysis of effective and ineffective email/phone interactions in business settings.
- Feedback and Assessments
- Individualized feedback on email writing and telephone communication techniques.
- End-of-course evaluation to gauge progress and highlight areas for improvement.
- Job Aids and Resources
- Provide templates, checklists, and scripts for phone calls and emails.
- Supplementary materials for post-training reference.