MetaCo

Administration and Office Skills

Phone and Email Done Well

Practical etiquette for calls, voicemail, video, chat and email that makes every contact count.

Practical etiquette for calls, voicemail, video, chat and email that makes every contact count.

About this course

Most of the impression your organisation makes is formed through a phone line, a screen or an inbox. This course focuses on how you handle those contacts: the manner, the process and the choice of channel. It does not teach business writing; it teaches the habits that make callers feel looked after and that keep emails safe, clear and well-timed.

COURSE STRUCTURE • Module 01: Introduction • Module 02: Choosing the Right Channel • Module 03: Your Voice on the Phone • Module 04: Answering, Transferring, Holding and Voicemail • Module 05: Outgoing Calls, Follow-ups and Taking Messages • Module 06: Handling Difficult Calls • Module 07: Video Calls and Messaging Apps at Work • Module 08: Email Etiquette • Module 09: Email Security and Inbox Management • Module 10: Putting It into Practice

HOW IT WORKS Work through each module online. Most modules end with a short knowledge check (60% to continue). The course ends with a final assessment: pass mark 80%, 60 minutes, 3 attempts. Learners who pass receive a MetaCo certificate.

COURSE MATERIALS Learner Manual, Activity Workbook, Quick Reference Guide, practical toolkit, Action Plan and Evaluation Form, attached to Module 01.

Course content

Module 1: Module 01: Introduction

  • 1.1 Introduction

Module 2: Module 02: Choosing the Right Channel

  • 2.1 Choosing the Right Channel
  • 2.2 Case study

Module 3: Module 03: Your Voice on the Phone

  • 3.1 Your Voice on the Phone
  • 3.2 Case study

Module 4: Module 04: Answering, Transferring, Holding and Voicemail

  • 4.1 Answering, Transferring, Holding and Voicemail
  • 4.2 Case study

Module 5: Module 05: Outgoing Calls, Follow-ups and Taking Messages

  • 5.1 Outgoing Calls, Follow-ups and Taking Messages
  • 5.2 Case study

Module 6: Module 06: Handling Difficult Calls

  • 6.1 Handling Difficult Calls
  • 6.2 Case study

Module 7: Module 07: Video Calls and Messaging Apps at Work

  • 7.1 Video Calls and Messaging Apps at Work
  • 7.2 Case study

Module 8: Module 08: Email Etiquette

  • 8.1 Email Etiquette
  • 8.2 Case study

Module 9: Module 09: Email Security and Inbox Management

  • 9.1 Email Security and Inbox Management
  • 9.2 Case study

Module 10: Module 10: Putting It into Practice

  • 10.1 Putting It into Practice