Email & Phone Call Etiquette Video Series: Talking Points Worksheet

DRIVEN founder Deborah Goldstein appeared in an educational video, presenting to the viewer the full range of options and protocols for writing effective email messages, and for taking full advantage of the business phone conversation. Take a tour through the video segments, and you’ll discover the secrets that may have been eluding you about proper utilization of these familiar and essential business tools. The result: You will be equipped to achieve an optimum level of communication with others in business, commanding their respect and prompting them to admire you as an approachable, trustworthy person of integrity.

How to Adapt This Worksheet:

-Ponder the big picture questions posed here, and jot down some notes. This exercise will help you zero in on how to best utilize business email and phone calls.

-Time markers listed after the segment titles are for quick reference video searching on that specific subject matter.

The Email & Phone Call Etiquette Video Series

Part 1: Email Etiquette:

An Introduction to Email Etiquette (00:00)

-Email is a mixed blessing: It simplifies our business dealings, but it also serves as a major distraction, as well as the source of unnecessary stress due to over-crowded inboxes.

-How many email messages does the average professional send and receive each day? What percentage of our work day is spent tending to our inboxes? What percentage of your email messages are ultimately deemed important?

The Video Series Agenda (01:20)

-The goal is to learn how to make your email message be the one that stands out in someone else’s crowded inbox.

-Approach this lesson with some emotional intelligence. Put yourself in the recipient’s shoes. Which attributes of an email message prompt you to respond more quickly? What types of messages cause you to procrastinate in responding?

The Types of Email (02:32)

-Type 1 is the Self-Fulfilling Email. This includes the thank-you note. Type 2 is the Open-Ended Dialogue. This includes such messages as a heads-up about an event or article the recipient may enjoy. Type 3 is the Inquiry. This type is encumbering, and needs proper breakdown of content. Type 4 is the Request For Action. Just for starters, do you know the level of response you should expect for each type?

The Email Recipient Line (04:34)

-When composing email for business, the tone is different than when casually emailing a friend. Think of your message as being on company letterhead.

-At what point in the composition should you fill in the “TO” recipient line?

-If other recipients are copied on your message, from whom should you expect a response?

The BCC Line (05:37)

-What are the 2 main instances in which you should utilize the Blind Carbon Copy (BCC) line in your email message? Hint: Skipping one of them could cost you your job.

The Subject Line (06:43)

-The content of your subject line has to POP to be effective. Do you know what types of subject line content should be avoided in business?

-What are some reasons to refresh or update your subject line at certain points in your back-and-forth correspondence?

The EOM Trick (08:24)

-Goldie’s Secret Tip: What is the useful significance of writing EOM (End Of Message) on some of your email messages?

The Inverted Pyramid (09:08)

-Since email is supposed to be short-and-sweet, what approach should you take when you have a lot of information to covey? Where do you insert the most pertinent bit of information?

Considering Your Tone (10:22)

-What is the most important hidden factor to consider before finally sending that message? Hint: Ignoring it can get you into real trouble with the recipient.

Response Time (11:21)

-As a general rule, within what time window should you respond to a business email message? If your message is not responded to within this time window, how much longer should you wait before resending your message?

-If the message you sent does not arrive in the recipient’s inbox or spam box, what is another place it may be hiding?

Best Times To Send Email (13:44)

-Between what hours of the day do 40% of all email messages get sent? How does the answer affect you as a potential sender of email?

Precautions Before Sending A Message (14:29)

-What are the two most important things to program into every message you send? Hint: One is a serious safety net that can save you tremendous anguish or embarrassment.

-When a confrontation is necessary, why is email a bad medium?


Part 2: Phone Call Etiquette

The Benefits of The Land Line (16:32)

-Email has taken over as the #1 form of business communication. What are some instances in which the good old phone call might be a more appropriate option?

-What are the real benefits of the land line vs the cellular?

Making The Most of A Phone Call (18:08)

-What’s the simplest and most effective trick for sounding warm and engaging over the phone? Hint: We can see with our ears.

-Why does mimicking the tone and pacing of the phone call recipient benefit you in the long run?

-What are some ways to come off as respectful and professional over the phone that aren’t directly related to the things you say?

Common Sense On The Phone (19:36)

-Can you name a few obvious phone call faux pas? Hint: The worst ones have nothing to do with speaking.

-What are the drawbacks of speakerphone use?

Leaving An Effective Voice Message (20:30)

-When your call goes to voicemail, it’s show time! What are some good habits that will allow the recipient to retrieve your message with ease? To allow the recipient to prepare for the return call?

-Besides name and phone number, what are some of the deceptively vital bits of information you should leave on the message?

Conference Call Good Manners (22:01)

-We’ve all been on a really bad conference call. What are some fantastic ways to prepare for a conference call that will contribute to its effectiveness?

-If you’re arranging the call, what are some of the best techniques to be sure it’s a balanced conversation?

-If you’re a participant on the call, what are some faux pas to avoid? How does the mute button become your friend?

-When you make a request during a conference call, what is the proper way to proceed?

Closing Comments (25:41)

-When you’re reading a message or speaking on a phone, always be conscious that you’re not being seen. Imagine what gets left out of your communication because of this, and approach these media accordingly. You’ll be well on your way to having much richer business relationships as a result.