Here are some of the highlights for this micro-credential.

  • No application process, no pre-requisites, open to anyone

  • Learn at your own pace using a computer, tablet or smartphone

  • Take up to 90 days to complete the course

  • Receive a certificate of course completion and digital badge for successfully completing the course which can be shared on social media (e.g. LinkedIn, Facebook, Twitter), downloaded as a PDF, or even embedded in an email signature

Micro-credential Overview

In this online micro-credential, you will learn about telephone and email basics. Topics include: email and telephone etiquette; how to greet a customer over the phone, transferring a call and taking a message; how to take notes during a telephone conversation and convert them into a document or follow-up email; an overview of how to compose, save, forward, and reply to an email; and how to write meeting minutes.  

Review the  curriculum below to see the topics covered.  

Learners who successfully complete the course will earn a digital badge and certificate of course completion that can be downloaded and shared via social media. 

You will have access to the course for 90 days to work through the content.


  • 1

    Welcome to the micro-credential!

    • Before we begin...

    • Welcome and Micro-credential Information

    • Navigation

    • Learning Objectives

  • 2

    Lesson 1: Email and Telephone Basics

  • 3

    Lesson 2: Introduction to Email and Emailing Basics

    • Lesson 2: Learning Objectives

    • Lesson 2: Introduction

    • Key Terms and Concepts

    • What is email?

    • Differences between a memo, letter, and email

    • Components of an email: To, Cc, Bcc

    • Components of an email: Subject Lines, Attachments, Body, and Signatures

    • Components of an email: Reply, Reply All, and Forward, Junk Email, and Deleting Email

    • EXERCISE: Choosing the appropriate audience for your emails

    • Email features: Automated Replies and Flagging High-Priority Items

    • Miscommunication by email

    • An exercise in formality

    • The Importance of being concise

    • Lesson 2: Summary

    • Lesson 2: Quiz

  • 4

    Lesson 3: Email Writing Tips

    • Lesson 3: Learning Objectives

    • Lesson 3: Introduction

    • Writing a professional email

    • Example of a poorly constructed email

    • Example #2 of a poorly constructed email

    • Emoticons

    • Fonts

    • Formatting Considerations: Font Size, Bold, Underlining, and Italics

    • Organizing your emails

    • Checklist for email monitoring

    • Lesson 3: Summary

    • Lesson 3: Quiz

  • 5

    Lesson 4: Components of a Telephone Communication

  • 6

    Lesson 5: What You Say During a Telephone Conversation

    • Lesson 5: Learning Objectives

    • Lesson 5: Introduction

    • Structure of a telephone conversation

    • How to greet someone professionally

    • How to address a customer concern

    • Exercise in addressing a customer concern

    • How to connect a telephone call

    • What information to take when transferring a customer?

    • How to take a message

    • Outgoing voice messages

    • Checking voice messages

    • How to develop your professional vocabulary

    • Phone manners

    • Lesson 5: Summary

    • Lesson 5: Quiz

  • 7

    Lesson 6: Crafting Emails From Telephone Conversations

    • Lesson 6: Learning Objectives

    • Lesson 6: Introduction

    • What kinds of conversations need written follow-up?

    • How to summarize information

    • Exercise in note-taking

    • Another scenario to take notes on

    • When is it important to have things in writing

    • When is it important to have things in writing?...continued

    • Lesson 6: Summary

    • Lesson 6: Quiz

  • 8

    Next steps

    • You're Almost Done

    • Before you go...

Course Author

Course Author

Renée Gendron

Renée Gendron is principle/owner of Vitae Dynamics. She extends business consultation services to SMEs to help them develop their ecosystem, develop resources, and prosper. She also extends custom workshops to develop skills, leadership, and conflict resolution abilities. She is keenly interested in larger economic processes and systems, and facilitates an online course on social entrepreneurship for Sault College.

Reviews (coming soon)