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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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Business man talking on the phone using a headset

4. Remember that every call is important

Every incoming call is important to your company and especially important to the person placing it. Treat every caller with the same degree of respect and helpfulness that you would expect if you were the caller.

By three o'clock, after answering every call with the same cheerful efficiency, you may feel like picking up the next one and muttering "Yeah?" But that next call could be a potential order for 10,000 customized tee-shirts or a company president phoning in from Chicago.

Some ways to remind yourself that each call is important:

  • Post a sign above your desk at eye level: "The next call wins me the lottery."
  • Visualize the next caller as your best friend.
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