HIGHLIGHTS

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.

Curriculum

    1. Before we begin...

    2. Welcome and Micro-credential Information

    3. Navigation

    4. Learning Objectives

    1. Lesson 1: Learning Objectives

    2. Lesson 1: Introduction

    3. Why take this Micro-credential?

    4. Eight components of communication

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    5. 8 Components of Communication Learning Activity

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    6. What makes something professional?

    7. Knowing your AUDIENCE

    8. EXERCISE: Identifying an audience

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    9. AUDIENCE

    10. Why is clear communication important?

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    11. EXERCISE: Writing with clear language

    12. Communication channels

    13. EXERCISE: Communication channels

    14. Internal vs external communication

    15. Corporate culture

    16. Lesson 1: Summary

    17. Lesson 1: Quiz

    18. Discussion Forum: Reflection

    1. Lesson 2: Learning Objectives

    2. Lesson 2: Introduction

    3. Key Terms and Concepts

    4. What is email?

    5. Differences between a memo, letter, and email

    6. Components of an email: To, Cc, Bcc

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

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

    9. EXERCISE: Choosing the appropriate audience for your emails

    10. Email features: Automated Replies and Flagging High-Priority Items

    11. Miscommunication by email

    12. An exercise in formality

    13. The Importance of being concise

    14. Lesson 2: Summary

    15. Lesson 2: Quiz

    16. Discussion Forum: Reflection

    1. Lesson 3: Learning Objectives

    2. Lesson 3: Introduction

    3. Writing a professional email

    4. Example of a poorly constructed email

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    5. Example #2 of a poorly constructed email

    6. Emoticons

    7. Fonts

    8. Formatting Considerations: Font Size, Bold, Underlining, and Italics

    9. Organizing your emails

    10. Checklist for email monitoring

    11. Lesson 3: Summary

    12. Lesson 3: Quiz

    1. Lesson 4: Learning Objectives

    2. Lesson 4: Introduction

    3. The importance of verbal communication skills

    4. The importance of word choice

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    5. Let’s practice our greetings

    6. How to have a positive tone

    7. Exercise in mindset and habits

    8. Types of silences

    9. Filler words

    10. Background noise

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    11. Listening skills

    12. Accents

    13. Lesson 4: Summary

    14. Lesson 4: Quiz

    15. Discussion Forum: Scenario-Based Learning

    1. Lesson 5: Learning Objectives

    2. Lesson 5: Introduction

    3. Structure of a telephone conversation

    4. How to greet someone professionally

    5. How to address a customer concern

    6. Exercise in addressing a customer concern

    7. How to connect a telephone call

    8. What information to take when transferring a customer?

    9. How to take a message

    10. Outgoing voice messages

    11. Checking voice messages

    12. How to develop your professional vocabulary

    13. Phone manners

    14. Lesson 5: Summary

    15. Lesson 5: Quiz

About this course

  • $89.00

Testimonials & Feedback

Learning New Skills

Kaija Thomas

I loved learning different skills that I did not think would be important for the workplace.

Email Writing Tips

Carli Jones

I really liked the email writing tips. I often struggle with how to deliver my information in email form.

Scenarios

Marie-Lyne O'Briend

I really enjoyed how detailed it was and the scenarios provided is what one can expect in the real world.