Email & Phone Etiquette:

E ective Communication in the Workplace

Orientation Office Assistant Workshop
WORKSHOP SERIES INFORMATION
Purpose: To ensure office assistants understand the transferable skills
gained in this position that will prepare them for the workforce (career
readiness) by providing support and professional development opportunities

NACE Competency Addressed:

● Oral/Written Communications: Articulate thoughts and ideas clearly and
effectively in written and oral forms to persons inside and outside of the
organization. The individual has public speaking skills; is able to express
ideas to others; and can write/edit memos, letters, and complex
technical reports clearly and effectively.
LEARNING OBJECTIVES
● Explain the difference between “effective communication” and
“ineffective communication” in an individual’s personal development
● Define the concepts of “email etiquette” and “phone etiquette” and
explain the importance of each for effective communication
● Compare communication scenarios to determine an effective way to
address these issues
● Demonstrate ways to improve non-verbal communication via email
● Construct goals based on the concept of effective communication to
become a well rounded office assistant and become career ready
post-graduation
WHAT IS EFFECTIVE
COMMUNICATION?
WHAT IS EFFECTIVE COMMUNICATION
● Communication is effective if
everything in the
communication process goes
as planned: the receiver
understands the message in
the way you intended.
Professionally, this allows
proper procedures to be
executed correctly and on
time, increasing productivity
 TIPS FOR EFFECTIVE COMMUNICATION
Verbal
● Communicate clearly and avoid
slang / curses
● Avoid snapping at or lashing out if
you are upset, try to regulate your
emotional and deal with the
effectively.
Provided by WCU CCPD
Non-Verbal
● Always address an email by name
– don’t start with “hi” or hello” –
Use “Hi Mr. Smith”
● Be concrete and clear in your
written communication
● Turn spell check on in our email
● Avoid abbreviations and informal
lingo in emails
PHONE & EMAIL
ETIQUETTE
PHONE ETIQUETTE
● GREETING
○ “Thank you for calling the Office of New Student Orientation. This
is ___[Insert Name]_____. How can I help you?”
● ADDRESS CONCERNS
○ “Just to make sure, you need help with ___________”
● PROVIDE RESOURCES
○ Give them the information, transfer them to the appropriate
resources, etc/
● ADDITIONAL TIPS
○ Enunciate clearly, keep your voice volume moderate, and speak
slowly
○ Remember that you’re engaging in a conversation
PHONE ETIQUETTE DIAGRAM
EMAIL ETIQUETTE
● Clear Subject Line
○ Related to the body of the email (3-4 word summary)
● Professional Greeting
○ Ex: “Hi [Name]”, “Dear [Name]”, or “Hello [Name]”
● Clear & Concise Email Body
○ What information do you need from the receiver or what
do you want to communicate?
● Professional Ending & Salutations
○ Ex: “Best wishes,” “Thanks in advance”
● Email Signature
○ Name, Title, Company, Contact Info
EMAIL EXAMPLE SCENARIOS
REFLECT & DISCUSS
 THANK YOU!

Elijah R. McCoy
Graduate Assistant of New Student Orientation emccoy@wcu.edu www.linkedin.com/in/elijahmccoy7
Western Carolina University