Telephone and Email Basics for the Workplace

Telephone and Email Basics

In this 7-hr online course, learn how to use email and telephones in the workplace. Topics include email and phone etiquette; how to compose, save, forward, and reply to emails; how to provide an email summary of a meeting; and much more!

Buy $89.00 Free Preview

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
  FREE PREVIEW
5. 8 Components of Communication Learning Activity
  FREE PREVIEW
6. What makes something professional?
7. Knowing your AUDIENCE
8. EXERCISE: Identifying an audience
  FREE PREVIEW
9. AUDIENCE
10. Why is clear communication important?
  FREE PREVIEW
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
  FREE PREVIEW
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
  FREE PREVIEW
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
  FREE PREVIEW
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
1. Lesson 6: Learning Objectives
2. Lesson 6: Introduction
3. What kinds of conversations need written follow-up?
  FREE PREVIEW
4. How to summarize information
5. Exercise in note-taking
6. Another scenario to take notes on
7. When is it important to have things in writing
8. When is it important to have things in writing?...continued
9. Lesson 6: Summary
10. Lesson 6: Quiz
11. Discussion Forum: Scenario-Based Learning
1. You're Almost Done
2. Before you go...

About this course

$89.00
93 lessons
0 hours of video content

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.