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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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8. Get complete information when taking a message

"Call Wayne at Relay Printing — 555-1066" is a poor message. The recipient has to ask, "Wayne who? When did he call? What's Relay Printing?"

This type of message wastes the time and tries the patience of the recipient. Be sure to collect and record all the details that the message's recipient will need.

Collect these details and include them in each message:

  • Full name of caller, name of caller's company, caller's phone number
  • Date and time call was received
  • Summary of the reason for the call and convenient time when the call should be returned
  • Your name or initials
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