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Telephone and Email
Etiquette Lessons

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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Young woman using a phone headset

1. Avoid personal calls

The word “work” means what it says. When you’re at work, you’re supposed to be working, not handling personal matters, including taking and making phone calls that are not true emergencies.

If personal matters are important, they should be handled before you arrive at work, during your lunch and break or after work.

If you must take or make a personal phone call:

  • Hang up immediately if a colleague needs your assistance.
  • End the call quickly.
  • Do not tie up a company phone line by putting your caller on Hold.
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