Enhance business communication: master email and telephone etiquette, structure clear messages, and improve customer service.
| Date | Venue | Duration | |
|---|---|---|---|
| Available on Request | Sandton | 2 Days | Register Now |
This training program is accredited and mapped to the following unit standards:
8976: Write for a wide range of contexts (NQF Level 4, Credits 5)
14348/7790: Process incoming and outgoing telephone calls
In today’s fast-paced business world, effective communication is crucial in maintaining professionalism and efficiency. Whether through email or telephone, the way professionals communicate significantly impacts an organization’s image and success. This comprehensive two-day Modern Business Communication & Telephone Etiquette training course combines essential skills in modern business email etiquette and telephone communication to help participants develop professional, clear, and impactful communication strategies.
Participants will gain practical insights into structuring emails, refining writing techniques, and mastering telephone conversations. The Prospen course integrates current trends, ensuring alignment with contemporary business communication standards.
Upon completing this Modern Business Communication & Telephone Etiquette workshop, participants will be able to:
Understand and apply essential email and telephone etiquette principles.
Structure and organize thoughts effectively for both emails and telephone interactions.
Utilize best practices for planning and structuring written and verbal communication.
Adjust communication style for clarity, professionalism, and impact.
Use plain English techniques for concise and direct messaging.
Master tone, voice, and customer service strategies in telephone conversations.
Handle difficult callers and challenging email communications effectively.
Implement modern trends in business communication.
Managers, Executives, and Non-Executives
Administrative and Sales Support Staff
Customer Service Representatives
Professionals seeking to enhance their communication skills
Our diverse instructional approaches ensure effective learning:
– Lectures & Presentations: Engage with expert-driven, stimulating content.
– Course Material: Access well-crafted supporting resources.
– Group Work: Collaborate on discussions and case studies for practical insights.
– Workshops & Role-Play: Participate in immersive, scenario-based activities.
– Practical Application: Focus on applying theoretical knowledge in real situations.
– Post-Training Support: Receive extensive support after training for skill implementation.
Mastering Modern Email Communication
Module 1: Foundations of Effective Communication
The role of communication in business
Choosing the right communication medium
Overcoming common communication barriers
Tone and professionalism in writing
Recognizing and correcting grammatical errors
Module 2: Structuring Clear & Impactful Messages
Crafting messages that are clear, specific, and objective
Sentence and paragraph structuring techniques
Proper punctuation for clarity
Module 3: Advanced Email Etiquette & Techniques
Writing emails with clear objectives and structure
The business writing process: Planning, drafting, revising, proofreading
Tailoring messages for different audiences
Active vs. Passive voice in emails
Crisis communication strategies: Objectivity and factual accuracy
Module 4: Refinement & Continuous Improvement
Eliminating redundant words and phrases
Formatting and structuring professional emails
Developing a personalized action plan for communication growth
Telephone Etiquette & Professional Verbal Communication
Module 5: Elements of Professional Telephone Communication
The formula for customer service excellence
Projecting a professional image through voice and tone
Standardized telephone communication formats
Overcoming communication barriers in telephone interactions
Module 6: Effective Telephone Techniques
Assessing the strengths and weaknesses of your voice
Using active and passive voice appropriately
Employing the right tone for different scenarios
Handling objections and resistance professionally
Module 7: Handling Different Caller Types & Situations
Strategies for managing difficult callers (angry, passive, talkative, demanding)
Using appropriate phrases and responses
Caller analysis for effective communication
Role-play exercises for practical application
Module 8: Closing Conversations & Ensuring Follow-Ups
Ending calls professionally and effectively
Documenting call details for business efficiency
Strategies for maintaining a professional tone in all interactions
Discover how our courses enhance professionals’ effectiveness in their workplaces.
