COURSE OVERVIEW:
We’re deep into the email age, where email has become many people’s favourite way of communicating.
But is it the right option?
Yes, email is much more convenient. But many times it is doing someone - you, your customer or colleague - a disservice.
Sometimes, we simply must pick up the phone.
There are pros and cons for both email and telephone communication. The most important thing is context - why you need to communicate, and what you are communicating. Some things are best discussed through email, and some are best left for the phone.
The telephone is often viewed as an ordinary way to contact prospective or existing customers, but it is, in reality, far from ordinary. While e-mail may be efficient, the telephone is still an ideal way to contact customers. Phone calls create stronger relationships, foster clear communication, and allow you and your customers to save time by getting the answers you need in real time.
But email remains popular in the business world for its efficiency and professionalism. Email reduces expenses and paper clutter, and can be less invasive than phone calls. In addition to its cost effectiveness and capacity for customisation, email communication makes it easy to document business correspondence without wasting valuable office space. Email can also be an effective marketing tool, and simplifies interoffice communication.
The first part of this course explores how telephone contact is, by its nature, different from other forms, such as face-to-face contact. It reviews the specific, and detailed, techniques needed to create fluent and fluid dialogue over the telephone and the specific elements, such as switchboards, mobile phones and voicemail, involved.
The second part of this course discusses how emails are such a valuable communication tool, but, if abused or used carelessly, they can cause trouble, also provides guidelines on writing effective business emails. Then provides tips for better email technique, the dos and don’ts, the advantages and disadvantages of using emails and much more.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- The advantages of telephone communications for businesses
- The advantages of email communications for businesses
- The nature of voice-only communication
- What a good telephone technique is?
- The importance of purpose for the telephone contact
- The importance of sounding lively and interested and to act promptly and efficiently while making a phone call
- The basic rules of taking a call
- How to project the ‘personal/corporate personality’ during a phone call?
- The telephone ‘handshake’
- How to make your voice work for you?
- How to avoid making a wrong impression during a call?
- The importance of voice and manner during a phone call
- Why you should speak slightly more slowly than normal during a phone call?
- How to make inflection work for you?
- The importance of smiling during a phone conversation?
- How to get the emphasis right?
- Why ensure clarity and avoid jargon on the phone?
- Why you should be positive, concise, descriptive and adopt the right tone while on the phone?
- Why you should avoid ‘office-speak’ during a phone call?
- The importance of listening during a phone conversation
- How to create a dialogue?
- How to project the right image?
- Email versus snail mail
- The possible disadvantages of emails?
- Guidelines for writing an effective email
- What an email should be?
- What you should consider before sending an email?
- The digital signatures and other security devices
- How viruses are distributed over the Internet?
- ‘Email-speak’ – the role of language
- What makes an email unwieldy and less likely to do a good job?
- Using jargon, initialisms and acronyms in emails
- The use of attachments in emails
- The use of hyperlinks in emails
- How to organise your emails?
- The don’ts and dos when using emails
- The nine basic tips for better email technique
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.