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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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2. Speak slowly and clearly

At work, you will be speaking on the telephone with people from many different backgrounds. They may not all be native English speakers, but all must be able to understand you.

During the greeting, say your company's name slowly, clearly and distinctly. If your normal speech pattern is rapid, slow it down. If you tend to slur, e-nun-ci-ate. Continue the conversation in a deliberate, clear way.

Suggestions for developing a proper speaking style:

  • Listen to television announcers and commercials. No matter which ethnic or regional group the announcer represents, the words are spoken clearly, coming as close as possible to standard American English.
  • Speak into a recorder and then play your voice back at half speed. Repeat the words several times, speeding up slightly each time. Your words should be clearer with each repetition.
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