Email Communication

Email remains one of the most important tools in professional communication. A well-crafted email can build relationships, clarify expectations, and drive business forward. Poor email etiquette, however, can damage your professional reputation.

Essential Email Components

Subject Line: Your subject line should be clear, specific, and concise. It’s the first thing recipients see and determines whether your email gets opened. Examples of good subject lines include “Q4 Budget Proposal – Review Required by Friday” or “Follow-up: Marketing Strategy Meeting.”

Greeting: Always open with an appropriate greeting. “Dear” is formal, while “Hi” or “Hello” works for less formal situations. Use the recipient’s name when possible. Avoid overly casual greetings like “Hey” in professional contexts.

Body: Keep your message clear and concise. Start with your main point, provide necessary details, and end with a clear call to action. Use short paragraphs and bullet points for readability.

Closing: End professionally with phrases like “Best regards,” “Kind regards,” or “Sincerely,” followed by your name and contact information.

Email Best Practices

• Response Time: Aim to respond within 24 hours, even if just to acknowledge receipt
• Tone: Without body language, tone can be misunderstood. Be professional, positive, and clear
• Length: Keep emails concise. If it takes more than 3 paragraphs, consider a phone call
• CC and BCC: Use CC sparingly for people who need to be informed. Use BCC to protect privacy when emailing groups
• Attachments: Name files clearly and mention them in the email body

Telephone Communication

Despite the rise of digital communication, telephone conversations remain crucial for building relationships, resolving complex issues, and conducting business that requires immediate feedback or nuanced discussion.

Making Professional Phone Calls

Preparation: Before calling, prepare an agenda or list of talking points. Have relevant documents ready and know what outcome you’re seeking from the call.

Introduction: Start by identifying yourself and your organization. For example: “Good morning, this is Sarah Chen from Acme Solutions. I’m calling regarding the proposal we submitted last week.”

During the Call: Speak clearly and at a moderate pace. Listen actively without interrupting. Take notes of important points and action items. If you need to put someone on hold, ask permission first.

Closing: Summarize key points and agreed actions before ending. Thank the person for their time and confirm next steps if applicable.

Receiving Professional Phone Calls

• Answer Promptly: Try to answer within three rings
• Greeting: Use a professional greeting like “Good morning, Acme Solutions, this is David speaking”
• Full Attention: Minimize distractions and give the caller your complete focus
• Voicemail: Keep your voicemail greeting professional and updated. Return calls within one business day

Common Telephone Etiquette

• Choose a quiet location with minimal background noise
• Avoid eating, chewing gum, or drinking during calls
• If the connection is poor, acknowledge it and offer to call back
• For conference calls, mute when not speaking to reduce background noise
• Announce yourself when joining conference calls
• Send a follow-up email summarizing important calls