Telephone and Email
Etiquette Lessons

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Creating a Good Impression

Better Telephone Conversations

Barriers to Phone Conversations

Making and Returning Calls

Keeping Phone Calls Professional

Making Cold Calls

Handling Conference Calls

Handling Unsolicited Calls

Appropriate Work Email

Mistakes of Work Email

Required lessons are indicated by (R).
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Assessment (continued)

6. It is okay to put someone on hold immediately if another line is ringing.

Your answer, False, is correct. You should avoid placing callers on hold unless absolutely necessary.

7. Receiving and making personal phone calls at work is fine as long as you are not busy.

Your answer, False, is correct. The only personal calls that should be taken or received at work are emergency calls.

8. You should get the full name of every caller who leaves a message.

Your answer, True, is correct. When taking a message, you should get the full name of the caller, the company, phone number, date and time of call and the reason for the call.

9. Callers may want to add new information at the end of a call.

Your answer, True, is correct. At the end of a call, you should ask the caller if you can help with anything else.

10. Your voice mail message should inform the caller that you will return the call.

Your answer, True, is correct. Callers want to know that you will respond to their messages.

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Telephone and EmailEtiquette Lessons

Assessment (continued)

Telephone and Email
Etiquette Lessons