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Agenda

In today's fast-paced world, information is sent and received more rapidly than ever before. But how do you ensure that the messages you are sending are effective, acceptable, and will be taken seriously? The use of proper e-mail etiquette is the cornerstone for ensuring your message gets across quickly, appropriately, and concisely. This course covers the basic requirements for using e-mail to communicate effectively. Specifically, you will be introduced to tried-and-true guidelines for e-mailing effectively, fundamental elements every e-mail should contain, and the importance of keeping e-mails concise. The course also covers the etiquette associated with using instant messaging programs as an extension of e-mail.
  • recognize appropriate usage of basic rules of etiquette for writing e-mail
  • recognize various ways each element of an e-mail message might be handled for a given scenario
  • recognize which guidelines to use to keep e-mail concise, given an example
  • recognize appropriate usage of basic rules of IM etiquette
Out of all the e-mails you've received in the past work week, how many have left you scratching your head, wondering why you received it in the first place? How many of those e-mails have you asking what exactly that e-mail has to do with you? With e-mail's prevalence as one of the main forms of communication in business today, it's essential that when sending an e-mail you get the distribution list right. Sending an e-mail to the wrong person, or excluding the right person, is just as ineffective as dialing the wrong number on the phone, leaving a message anyway, and expecting a return call from the right person. This course covers the techniques for addressing and redistributing e-mails appropriately. Specifically, you will be introduced to the best practices for deciding who to send e-mails to, and how to flag e-mails appropriately. The course also covers proper etiquette for forwarding e-mails and using reply and reply all. Finally, the sensitivities of copying an e-mail over someone's head are addressed.
  • recognize best practices for addressing an e-mail in a given scenario
  • recognize best practices for replying to an e-mail in a given scenario
  • recognize best practices for forwarding e-mail
  • recognize examples of when it's inappropriate to copy an e-mail over someone's head
E-mail has had many positive effects on our lives, but it has also increased dramatically the volume of communication and the amount of information that the average office worker needs to process ever day. To stay on top of things, you must sort, file, respond to, or delete every e-mail that comes to you in the run of a business day. But how do you balance this time-consuming task with the rest of your responsibilities so that it doesn't overwhelm you? This course introduces techniques for managing e-mail effectively. Tips for using folders and filters to organize e-mails for increased efficiency are addressed, and guidelines on what e-mails are OK to immediately delete are also covered. The course also provides direction on how to recover important information should you lose an e-mail.
  • recognize best practices for managing your time through effective e-mail management
  • identify examples of e-mail you should delete from your inbox
  • use folders and filters to organize your e-mail
  • find lost e-mail information in a given scenario
Virtually every single company in the global economy uses the telephone for at least a part of their business. For many organizations, the telephone is the primary form of communication with customers, clients, and colleagues. And with virtual work environments established as a modern business practice, business telephone etiquette is more important than ever to your success as an employee and the success of your organization. This course introduces the essential skills for professional telephone usage. It covers best practices for making and receiving telephone calls, recording and leaving voice mail messages, and the etiquette guidelines for using cell phones.
  • recognize why the telephone is such an important business tool in projecting a positive image
  • recognize best practices for using the telephone in a given scenario
  • identify examples of best practices for using a cell phone
  • recognize examples of appropriate recorded voice mail greetings
  • recognize appropriate examples of leaving voice mail messages
Generally taken near the end of a program, Final Exam: E-mail Essentials for Business enables the learner to test their knowledge in a testing environment.
  • Topic T2 Objective O4
  • Topic T6 Objective O8
  • Topic T10 Objective O12

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