1. * Secrets of Invalidating Tax Assessments – Jan 18 Reg. Link https://form.jotform.com/233332144802446
2. * Internal Control and Fraud Prevention For 2024 – Jan 19 Reg. Link  https://form.jotform.com/233332478561458
3. * Inventory Planning and Management – Jan 23 AM Reg. Link https://form.jotform.com/233333183035448
4. * Advance Supervisory Skills - Jan 23 PM Reg. Link  https://form.jotform.com/233332975243457
5. * Comprehensive Internal Revenue Taxation – Jan 25 Reg. Link https://form.jotform.com/233332726364455
6. * Telephone and Email Etiquette – Jan 26 Reg. Link https://form.jotform.com/233332513247449
7. * Introduction to Artificial Intelligence – Jan 30 Reg. Link https://form.jotform.com/233333060882452
8. * Excel for Accounting and Finance – Jan 31 AM Reg. Link https://form.jotform.com/233341230763448
9. * Labor Law 101 and Latest Labor Law Update – Jan 31 PM Reg. Link https://form.jotform.com/233332829887469
10. * The Basic of HR 101 and Modern Approaches to HR Advanced 201 – Feb 16 Reg. Link https://form.jotform.com/233372484008455
11. * Legal Strategies and Compliance to Reduce Tax - Feb 20 Reg. Link https://form.jotform.com/233372663710454
12. * Job Evaluation and Design of Salary Structure – Feb 21 Reg. Link https://form.jotform.com/233372073163451
13. * Mastering MS PowerPoint – Feb 22 Reg. Link https://form.jotform.com/233372416360451
14. * Enhancing Work Attitude and Values - Feb 23 AM Reg. Link https://form.jotform.com/233372735551457
15. * Modern Interviewing & Hiring Techniques -Feb 23 PM Reg. Link https://form.jotform.com/233372033917454
16. * Proper Handling of Books of Accounts and Other Accounting Records – Feb 27 Reg. Link https://form.jotform.com/233372285364459
17. * Effective Modern Procurement and Supply Management – Fb 28 Reg. Link https://form.jotform.com/233372234563454
18. * Understanding Financial Statements – Feb 29 Reg. Link https://form.jotform.com/233372089066460

Telephone and Email Etiquette

 TIPS AND TRICKS FOR TELEPHONE AND EMAIL ETIQUETTE

January 26, 2024



Program Overview

How do you represent yourself & your business to customers superbly via telephone communication and email etiquette?

How do you seal your greeting, tone of voice, choice of words & close a call that ends positively with clients? 

TODAY we are pleased to offer this high-impact learning session!

 

TELEPHONE ETIQUETTE

refers to the way you use manners & tact to define yourself and the company you are standing for. How you communicate on the phone when people do not see you reflects on your professional image, and that in turn affects the competence of your organization. With proper training, you can be assured that information flows smoothly and precisely as it should be.    

 

EMAIL ETIQUETTE

refers to the principles of behavior that one should use when writing or answering email messages. It is also known as the code of conduct for electronic communication and this depends greatly upon to whom we are writing to - friends & relatives, partners, customers, superiors or subordinates. Good email etiquette reflects well on us, improves our public perception and persona plus increases the chance of a prompt and comprehensive response.

"TELEPHONE & EMAIL ETIQUETTE" 

is a must-take! The Top 3 reasons:

1. You are best equipped to represent your company and brand with excellence.
2. You are able to live & project a professional image and voice that customers will be drawn to.
3. You are able to achieve positive results and increase your client satisfaction rating.

Learning Outcomes

• What kind of impressions are created & identifying one's pivotal role
• Why using proper etiquette is essential when doing business over the phone
• How conducting telephone communication is a reflection of your competence & credibility
• The importance of active listening when on the line with your customers
• How to project a professional & positive attitude in every call
• Identifying the 7 P's of call handling excellence
• Be reminded of email etiquette best practices & their advantages for your business
• Develop your personal strategies to become the patient professional for your client
• Adapt using positive coping techniques for diffusing an irate caller & email the complainant
• Develop 3 game plans to transition participants from feeling tired to triumphant!  

“How a CALLER perceives their first interaction with your business is the basis for which they will forever
think of your company. Make it a solid one!” 

“Do you know that 33% of email recipients click open their inbox based on subject line alone?"
 

 

Course Outline

Module 1. INTRODUCTION

• Welcome participants
• Course overview
• Learning outcomes

Module 2. LEARNING TO LISTEN

• Top tips to improve one's listening skills on the telephone
• Focus, demonstrating empathy & asking questions
• Eliminating distractions, taking notes, confirming & summarizing

Module 3. THE COMPETENT COMMUNICATOR

• Enhancing confidence via non-verbal & verbal communication 
• Building positive client relationships through your words
• Get to the point & how to say it

Module 4. PROFESSIONALIZING THE TELEPHONE INTERACTION

• The proper way of placing a call, answering calls, leaving & taking messages
• Transfer, hold & how to politely end a call
• Tips & tricks of the trade

Module 5. EMAIL ETIQUETTE

• Make the Right Impression on Anyone With Your Writing
• Email Etiquette Every Professional Should Know
• Understanding the Rules of Business Email Engagement
• From Bad Netiquette to Perfection
• Best Practices for Email Protocol in the Workplace

Module 6.  YOUR PERSONAL GAME PLAN

Featured Speaker:
MS. CAROLINA D. TAN, AICI CIP
Licensed IITTI Master Trainer

 

• Soft Skills Expert
• One-On-One Coach
• Group Facilitator
• Corporate Image Consultant
• Keynote Speaker
• Online Trainer
• PRC & HLURB Licensed Real Estate Broker

Carolina is a former runway, print & commercial model for projects such as American Standard, Wella International, Sunsilk Taiwan, Coca-Cola Vietnam, Emporio Armani, Louis Vuitton and Mastercard. She co-hosted Philippine celebrity talk show ‘Oh No! It’s Johnny’ from 1997 to 1999. Carol is also a Cum Laude graduate of the Communication Program from the University of Santo Tomas Faculty of Arts & Letters.

Opportunity presented itself as she ventured out into real estate project selling and became a PRC Licensed Real Estate Broker in 2006. Formerly connected with the Antel Group of Companies for ten years, she’s now with Megaworld Corporation under the Megaworld Brokers Network from 2017 to present. Carol’s extensive travel overseas in Asia, North and South America has helped shape her diplomatic experience as well as her sales work exposure with BMW Philippines from 2005 to 2007 handling the expatriate market. She’s an alumna of John Robert Powers International Manila and has been its active consultant at the school for sixteen years. Her areas of expertise evolved through the years to now include face-to-face & online coaching, consulting and soft skills business licensing to qualified clients.

She is a Certified Image Professional (CIP) from the world’s leading and largest professional association of personal and corporate image consultants AICI (Association of Image Consultants International). In 2011 ENHANCE YOUR IMAGE Training Consultancy was formally established. She also finds joy in writing and comes up with relevant articles for AICI Global Magazine from 2014 to present.

In 2016 Carolina accomplished another feat being the first image consultant to become the Licensed IITTI Master Instructor, from the Institute of Image Training & Testing International (IITTI) for the Republic of the Philippines. The pioneer corporate batch (Faith In God – RPM Professional & Technical Services Corporation) passed their IITTI Business Level 1 with flying colors last 31^st August 2016.