This document provides guidance on email and telephone etiquette. It discusses proper etiquette for communicating via email, such as being concise, using proper grammar, and choosing an informative subject line. It also discusses etiquette for telephone communication, such as identifying yourself, stating the purpose of a call clearly and concisely, and leaving a message with your name and reason for calling if the person is unavailable. The document aims to help people communicate effectively and politely through both email and telephone.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
This presentation contains how to prepare for an interview. what is dress code, documents required before interview. It is complete guide for a interviewee.
A to the point deck on common corporate etiquette, including:
Corporate Parties
Email writing
Meetings and Conferences
Telephone and Con-Calls
Lunch and Cafeteria
Common Areas – lift, washroom, corridor, bay area
Chat tools – Skype, communicator
Personal Hygiene
Language – words and phrases
~ by Seekhle Learning
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Knowing phone etiquette rules and best practices is crucial to handling professional calls. An individual needs to follow a set of rules and regulations while interacting with the other person over the phone
This presentation contains how to prepare for an interview. what is dress code, documents required before interview. It is complete guide for a interviewee.
A to the point deck on common corporate etiquette, including:
Corporate Parties
Email writing
Meetings and Conferences
Telephone and Con-Calls
Lunch and Cafeteria
Common Areas – lift, washroom, corridor, bay area
Chat tools – Skype, communicator
Personal Hygiene
Language – words and phrases
~ by Seekhle Learning
Classrooms often use journal writing, research reports, and process logs to record knowledge. As learning becoming more visual each day, certain online tools help make this process more successful. This presentation geared to the elementary classroom and beyond, takes a look at four great tools to get you started.
Etiquette training course is designed to help participants know the basic setting of a table and how to maneuver the basis fundamentals of manners while eating. This workshop introduces you to basic business etiquette, and the importance of behaving appropriately during lunch or dinner as well as the workplace. The trainer will be engaging and cover examples of good and bad etiquette. Learning about proper etiquette with a good meal, fun environment, and great conversations!
Discussing basic business etiquettes that often gets messed due to lack of information, cultural, geographical, demagraphic, religious differences across countries.
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
In the bustling landscape of modern communication, two titans reign supreme: email and the telephone. These seemingly mundane tools serve as the arteries of information, pulsating through professional and personal relationships alike. Yet, their effectiveness hinges on a crucial factor often overlooked: etiquette. Just as manners navigate the physical world, email and telephone etiquette provide the invisible framework for respectful, efficient, and professional communication in the digital realm.
Email: Mastering the Written Word
Emails, while ostensibly simple text exchanges, carry the weight of professionalism and courtesy. Let's delve into the principles that transform these electronic missives into pillars of effective communication:
Crafting a Clear Subject Line: The subject line is a silent first impression. Make it concise, descriptive, and action-oriented. A subject line like "Meeting Minutes – Jan 3rd" is far more efficient than "Quick question."
Formal vs. Informal: Gauge the tone based on your relationship with the recipient. Formal emails to superiors or clients require proper salutations ("Dear Mr./Ms. X"), a structured format, and grammatically correct language. Informal emails to colleagues can adopt a looser, conversational style.
Clarity and Concision: Brevity is king. State your purpose early, use bullet points for key points, and avoid rambling sentences. Remember, busy recipients value your time and clarity.
Attachments with Care: Only attach what's necessary. Large files can clog inboxes and cause frustration. If essential, use compression tools or cloud storage links.
Proofread and Respond: Typos and grammatical errors scream unprofessionalism. Take the time to proofread thoroughly, and respond promptly, even if it's just to acknowledge receipt.
Mind the Reply All Button: Use it sparingly. Avoid unnecessary cc'ing and flooding inboxes with irrelevant replies.
Be Mindful of Tone: Text lacks nuance. Avoid sarcasm, humor that might be misread, and overly emotional language.
Respectful Disagreements: When disagreeing, do so respectfully. Focus on the issue, not the person, and use constructive language.
The Art of Responding: Acknowledge emails promptly, even if it's just to say you'll be providing a detailed response later. When replying, address the main points raised and clearly state your next steps.
Telephone: Bridging the Distance with Voice
While email dominates textual communication, the telephone remains the go-to for real-time conversations. Mastering telephone etiquette ensures clear, productive, and courteous interactions:
Preparation is Key: Before dialing, have your notes and talking points ready. This avoids rambling and ensures efficiency.
Professional Greetings: First impressions matter. Answer with a clear, enthusiastic greeting and state your name and company (if applicable).
Speak Clearly and Concisely: Enunciate words, avoid jargon, and maintain a moderate volume.
Tesol 2016 Electronic Village: Pre-Arrival Assessment and Placement of ELLs P...Candice Marshall
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Presentation in Classroom Tools on April 6, 2016 by Candice Marshall
See Slides: http://www.slideshare.net/cjq11983/tesol-2016-prearrival-assessment-and-placement-of-ells-using-synchronous-and-asynchronous-online-tools
TESOL 2016: Pre-Arrival Assessment and Placement of ELLs using Synchronous an...Candice Marshall
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What makes spoken English more or less formal?
Slide 28 Suggested Adjustments:
She just wanted to say, "Hey y'all!" = She simply desired to greet you.
That question is a no-brainer. = That query requires little thought to respond to.
Dude, what's up with that? = Sir, why are you doing that?
That's the boss-man calling for ya, buddy. = Your supervisor is calling you, my friend.
Suggested Adjustments for slide 29:
This vile medical concoction purportedly diminishes the required need for sleep. = This medicine is supposed to help you stay awake.
Dear Sir, I compose this letter in response to your previous solicitation via telephone. = I am writing this letter to respond to your phone call.
Madam, one might consider three potential destinations for your Caribbean excursion. = There are three options for your vacation.
Might one offer a beverage to the guests during this soiree? = Can I get a drink at this party?
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Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
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1. Informal Communication: Email and
Telephone Etiquette
Lehigh University ESL Department
International English Language Center Seminar
Ms. Candice Quiñones, Spring 2012
4. Discussion Questions: Email
What is “etiquette”?
What is “netiquette”?
How does email differ from face to face
communication? Discuss at least 3 differences between
these two forms of communication.
Have you ever received a poorly written email? How did
you know? What was your impression of the author who
sent it to you?
Why does it matter what we say in an email?
5. Quiz: Are You Email Etiquette Savvy?
Go to the following link and take the quiz:
http://www.proprofs.com/quiz-school/story.php?title=are-
you-email-etiquette-savvy
6. 32 Email Etiquette Tips/Rules
These are some of the most important ones.
Go thru the list and discuss those that you were not
familiar with before.
7. 32 Most Important Email Tips: 1-8
1. Be concise and to the point.
2. Answer all questions and pre-empt further questions.
3. Use proper spelling, grammar, and punctuation.
4. Make it personal.
5. Use templates for frequently used responses.
6. Answer Swiftly.
7. Do not attach unnecessary files.
8. Use proper structure and layout.
8. 32 Most Important Email Tips: 9-16
9. Do not overuse the high priority option.
10. Do not write in CAPITALS.
11. Don’t leave out the message thread.
12. Add disclaimers to your emails.
13. Read the email before you send it.
14. Do not overuse “reply to all”.
15. Mailings-- use the bcc: field or do a mail merge.
16. Take care with abbreviations and emoticons.
9. 32 Most Important Email Tips: 17-24
17. Be careful with formatting.
18. Take care with rich text and HTML messages.
19. Do not forward chain letters.
20. Do not request delivery and read receipts.
21. Do not ask to recall a message.
22. Do not copy a message or attachment without permission.
23. Do not use email to discuss confidential information.
24. Use a meaningful subject.
10. 32 Most Important Email Tips: 25-32
25. Use active instead of passive voice.
26. Avoid using URGENT and IMPORTANT.
27. Avoid long sentences.
28. Don’t send or forward emails containing libelous,
defamatory, offensive, racist, or obscene remarks.
29. Don’t forward virus hoaxes.
30. Keep your language gender neutral.
31. Don’t reply to spam.
32. Use the cc: field sparingly.
12. Sample 1 (Student-Teacher)
Subject Line: I UPLOADED THE HOMEWORK TODAY TUESDAY
Message:
DEAR CANDIS,
I REQUESTED TO DO THE HOMEWORK ON THURSDAY,
BUT I FINISHED IT TODAY,TUESDAY,
THANK YOU FOR GIVING ME THE CHANCE.
MY REGARDS
M*****
13. Sample 2 (Student-Teacher)
Subject Line: Hi!
Message:
Dear Professor Quinones,
Hi!
Yesterday, I sent my draft to you, and this is my new
annotation.
Can you check this and give me some comments?
Thank you!
Sincerely,
J***** S*******
14. Sample 3 (Teacher-Student)
Subject Line: HEY!!!!!!!!!!!!
Message:
Yo yo yo students – WHAT’S HAPPENING!?!?
Can u believe the semester’s over? Me either. I’m gonna take
time off to sleep and go party with my friends. It’s going to be
AWESOME!
Here’s my phone number if you wanna hang out some time –
(717) 555-2020 so call me anytime of the day or nite cuz I’d love
to see you outside of class and get to know you better. ;)
Peace Out!
15. Sample 4 (Teacher-Student)
Subject Line: Reminders for Tomorrow’s Class
Message:
Dear Students,
Since we didn't get to finish all the presentations, we will
begin with the last group. (Presenters, please be a little early
to set up). We need to begin on time.
See you tomorrow,
Ms. Quinones
16. Sample 5 (Friend-Friend)
Subject Line: Can you give me a ride?
Message:
Dear Joe,
I hope you are well. My car broke down yesterday and is still in
the shop, but I need to work tomorrow and don’t have a way
to get there.
Since you work right down the street from my office, I was
wondering if you would be able to give me a ride to work
tomorrow morning. I would really appreciate it.
Thanks,
Charlie
17. Sample 6 (Friend-Friend)
Subject Line: Re: Can you give me a ride?
Message:
Charlie,
Sure, no problem. What time should I pick you up?
Joe
18. Videos about Netiquette
Proper Email Etiquette with Corporate Comedian Greg
Schwem
http://www.youtube.com/watch?v=0-
Mmp_hGVRY&feature=related
How to Follow Proper Netiquette Rules
http://www.youtube.com/watch?v=6dRoclqDJh0
Email Protocol for Contacting Your Professor
http://www.youtube.com/watch?v=pTct6uITSAM
Emailing Your Professor
http://www.youtube.com/watch?v=Uxaa8U4crAk
19. Create Your Own
Practice writing your own emails for the following
situations.
Email a professor about missing class.
Email a professor to make an appointment.
Email a classmate to ask about what you missed.
Email a friend to schedule a lunch next week.
Email someone to thank them for a favor they did you.
Remember to consider the audience and the purpose of
your email.
21. Discussion Questions: Telephone
Do you know how to talk on the phone?
Are there any areas about telephone communication
that concern you (that you worry about)? If so, discuss
this with your partner or group and list 3 here.
Do you think you possess courteous telephone
communication skills? Share your strongest skill with your
group.
Do you know what time is proper or improper to
telephone someone?
22. Aspects of Telephone Etiquette
Cell Phone Etiquette
Making a Call
Answering a Call
Leaving a Message
23.
24. Cell Phone Etiquette: Top 10
Rules
1. Your cell phone doesn’t have to go with you everywhere
you go.
Movie theaters, restaurants, and plays are examples of
places where they are not usually welcome.
2. Don’t let your cell phone control you. Just because it rings
doesn’t mean you have to answer it.
I.E. Driving and talking on a cell phone is dangerous.
3. Be alert while using a cell phone.
Watch where you are going.
4. Use your quiet, inside voice. Do not yell into your cell phone.
Respect the environment around you.
5. Know your ringtone so you don’t have to check it every time
you hear a phone ring. (Program a unique, but tasteful one).
25. essortment.com
Cell Phone Etiquette: Top 10
Rules
6. Save certain discussions for later, i.e. arguments.
Be aware of who is around you and don’t discuss sensitive,
personal, or graphic conversations in public.
7. Excuse yourself before starting a cell phone conversation
and politely turn away from others to complete your call.
8. Keep your conversations short.
Especially if you are entertaining friends or clients in person, let
them know that you value their time.
9. Let the phone ring if you are busy with something
important.
10. Listen to the flight attendant.
Obey signs and directives that prohibit cell phone use. They are
there for a reason!
26. Videos about Cell Phone Etiquette
Business Dress & Etiquette: Cell Phone Calls During
Business
http://www.youtube.com/watch?v=mq2-G75dtgg
Cell Phone Etiquette
http://www.youtube.com/watch?v=CKK8CVKMrgY
27. Cell Phone Etiquette
Are you addicted to your cellphone?
Take this quiz and find out.
http://7thmind.com/q.aspx?t=65
28. Making a Call
Time of day
Self-identification
Getting Through
Purpose for the Call
Clarity of speech
Tone of voice
29. Making a Call
Time of Day
Calling too early or late can be considered rude.
What is too early or too late?
Guideline: don’t call at a time where the person may
likely be asleep(before 7:00 am or after 9:00-10:00pm).
Avoid calling around the usual times people would be
eating.
This is considered common courtesy.
Also, avoid calling a business around closing time.
30. Making a Call
Self Identification
It is considered good manners to identify yourself after the
person on the other end picks up the phone.
Example phrases:
“This is _______”
“_________ here…”
“(Hey) It’s ______”
“My name is _______...”
“I’m calling from _______”
31. Making a Call
Getting Through to the Right Person
Ask to speak with the person you intended to call
(If you know that it is a shared number or office phone
number)
Sample Phrases:
“May I please speak with _________”
“Could you please put me through to _____”
“ Could I be connected with _______”
“Is ______ available?”
“Is ______ home/there”
“Can I talk to ______”
“Put ______ on the phone”
32. Making a Call
Purpose for the Call
Once you have identified yourself and are speaking to your
target audience, it is time to state your reason for calling.
Be direct and to the point.
One or two sentences maximum.
After you’ve stated the purpose of your call, be sure to ask if
it is a convenient time.
Let the person know how much time you will need for the
call.
Be honest.
33. Making a Call
Clarity of Speech
Be sure to speak clearly and enunciate your words.
It can be hard to understand a caller if they are not trying to
speak clearly.
This creates the need for repetition and can sometimes
be frustrating for both the listener and the caller.
It may also be necessary to adjust your normal rate of
speech while on the phone.
34. Making a Call
Tone of Voice
Remember: The person you are speaking to cannot see you
so your voice reflects your courtesy.
If you smile while speaking on the phone, it will be reflected
in your tone.
Short words or responses can sound rude on the phone if
they aren’t carefully inflected.
35. Answering a Call
Letting it ring
Greeting
Self-identification
Putting People on Hold
Taking a Message
36. Answering a Call
Letting it Ring
Let the phone ring a reasonable length of time.
Don’t wait too long or you will miss the call
Don’t pick up on the first ring
It can startle the caller, they may not be ready for you
If you rush, you may sound out of breath or impatient
37. Answering a Call
Greeting
The standard greeting for answering the phone is “hello”.
“Yes” is considered to short and sounds rude.
In an office or at a business it is typical to answer the phone
by identifying the company and then the speaker
i.e. “ESL Department, Clara speaking. (How may I help
you?)”
38. Answering a Call
Self Identification
Once the standard greeting has been given, it is standard
for the speaker to identify themselves
*unless it is their personal phone line, in which case they
assume the caller knows who they are calling.
Examples:
“Hello, this is John. With whom am I speaking?”
“HR department, Ray speaking. How can I help you?”
39. Answering a Call
Putting People on Hold
If you have an incoming call, you may choose to ignore it or
put the person you are speaking with on hold.
If you must put someone on hold, explain to them why.
Be sure to do this diplomatically and politely.
People are more likely to be patient if you explain the
reason for their inconvenience.
40. Answering a Call
Taking a Message
If the person that the caller seeks is not in, ask if you can take
a message.
i.e. “May I take a message?”
Ask for their name, purpose of their call, the desired
response (would they like to be called back) and their
phone number.
Repeat the information back the the caller to make sure
it is correct.
42. Leaving a Message
With a Person
Ask to leave a message for the person you are calling
Leave your name, the reason for your call, and let them
know the desired response to your call.
Ask to be called back, or specify if you will call back.
Leave your phone number if you are not sure if they have it.
43. Leaving a Message
On Voicemail
Wait for the beep.
Be brief and to the point.
Identify yourself
Tell them why you called.
Leave a call back number.
44. Videos about Phone Etiquette
Professional Phone Etiquette: Phone Etiquette for Making
a Call
http://www.youtube.com/watch?v=JvbxFGnEoq8
Professional Phone Etiquette: Recording a Voicemail
Greeting
http://www.youtube.com/watch?v=zCRyfpURiKQ
Professional Phone Etiquette: What NOT to Do When
Leaving a Phone Message
http://www.youtube.com/watch?v=YQWpB90BPX8
Professional Phone Etiquette: Taking Good Phone
Messages
http://www.youtube.com/watch?v=00m1mQFF5zo
45. Practice
Practice making a call, answering a call and leaving a
message for the following situations:
Telling your boss you need to reschedule a meeting.
Telling your husband or wife you will be late coming home.
Asking a professor if they are available to meet with you
tomorrow.
Asking your friend if they want to have dinner with you
tomorrow.