Telephone and Email Etiquette – Workshop by Kay Leslie

Telephone and Email Etiquette – Workshop by Kay Leslie

In this growing electronic age, we often forget how important it can be to have simple telephone and email etiquette. Knowing the proper etiquette and procedures can show a great deal of professionalism as well as social knowledge.

Telephone Etiquette
1. Phrasing
2. Tone of Voice
3. Speaking Clearly
4. Listen to the Caller
5. Please and Thank You
6. Do Not Use Slang
7. Avoid Using the Term ‘You’
8. Avoid Eating or Drinking
9. Inbound Calls
10. Outbound Calls
11. Stay Calm

Email Etiquette
1. Email Signature
2. Email Recipients
3. Subject
4. Email Body
5. Replying to Emails
6. Word Use
7. Grammar and Spelling
8. Be proactive
9. Emotions
10. Final thoughts on Email

Presented by: Kay Leslie 

Focus areas and workshop outcomes:

At the end of this workshop, participants should be able to:

  • Recognise the different aspects of telephone language.
  • Properly handle inbound/outbound calls.
  • Know how to handle angry or rude customers on the phone or on email.
  • Understand what is required when composing a new email and replying to an email.
  • Be able to state why proper grammar and word usage is important.

Booking Process:

Email us at for further information or to book the workshop.


2 Hours Workshop – Minimum of 5 participants

Who should attend?

Anyone who deals with customers, sales, front of house, call centres, HR, business development.

Why should I book:

Learning good telephone etiquette will help every aspect of your business. A potential client may cold call you to solicit your services. An uncouth phone call could put him off and give the impression that your business lacks adequate professionalism. Customers appreciate when they call a business and have an excellent conversation, which could keep them coming back to your company.

How many times a day is your company making a marketing statement via email? Well, how many emails does your company send in a day?

Every email from every person in your company reflects directly on your business. Email is probably your largest area of exposure to your customer.

There are three awfully good reasons to take time for proper email etiquette in your company:

  1. Professionalism: Proper email language and rules for your company will convey a professional image.
  2. Efficiency: Emails that get to the point are much more effective than long-winded or poorly worded emails.
  3. Liability: Emails are company documents. Company-wide awareness of email risks will protect your company from costly law suits.