Phone Etiquette: Answering The Phone and Taking Messages

Phone Etiquette:

How to answer the phone properly:

1. Answer all incoming phone calls before the third ring.
1. Is it unprofessional to keep the caller waiting
2. Take a deep breath before speaking
1. To relax you
3. Introduce business and yourself
1. Speak clearly and professionally
4. When answering the phone be sure to do the following:
1. Smile
2. Be friendly
3. Be helpful and happy
5. Keep a notepad and pen close by to take messages
1. Keep messages as clear as possible
2. Make sure you have all the information
6. Address caller professionally
1. Sir, Ma'am, Mrs, Mr, Miss, Ms, and ect.
7. Transfer the person to the right person
1. Be sure you know the extension
8. Be sure to end the call professionally
1. Thank them for calling

A brief example on how your introduction should go.

“Thank you for call Essentials. This is Jenny. How may I assist you today?”

Using this as an example is great because it lets the caller know who they are calling, to whom they are speaking with, and that you can help them.

How not to answer the phone:

Answering the phone is not always the easiest thing. However, below are some brief examples on how you introduction should go.

• “This is Essentials”
• “Hello”
• “Talk to me”
• “Speak”

That not only comes off rude but also doesn't say who they are talking to. It is very important for your caller to know who they are speaking to. Also they come off as don't call here and you will lose your current clients and even potential clients.

Below is a link to a video that will help you with answering the phone properly.

Phone Messages!

Phone messages are great for the workplace. It helps you keep track of who called, why they called, and a call back number. It is very important that you take phone messages for anyone who isn’t in the office or just can’t come to the phone.

When taking phone messages be sure to do the following:

• Write down ALL caller information
• This includes:
• Call back number
• Name
• Reason for calling
• Also be sure to write your name down so if they have questions they know who to ask
• After the phone call is over re-read your message
• Ask yourself the following questions:
• Can you read it clearly?
• Can you understand the message?
• Did you write your name on it?
• Does it have ALL information on it?
• Then once you have check the message drop it off at that person's desk.

When taking messages for other co-workers you must remember that you’re the one who took the call, so they need to be able to read what you heard. It is important that you take the time to analyze the message to make sure the person who receives the message will be able to call back and greet them by their name, and have the knowledge of the topic of discussion. Below is a link to a youtube video on proper message taking

Tip: While every organization is different and may want their employees to answer the phone differently, and write messages down a certain way these few short steps should help you. Remember to smile, and be friendly!

Check out our example below of good and bad phone answering!

Email Etiquette and Tips

Email Etiquette and Tips Click link below to watch an email tutorial Stephany Robinson Sep 22 (1 day ago) to teamfabulous18, Mikala Dear Mr./Mrs. Joan Smith: What's the point to writing an email if the content will never get to the receiver? It is crucial that you enter the receivers address correctly in the "To" entry. To ensure delivery, you can set up both a delivery receipt and a read receipt if you prefer.  The Cc entry stands for carbon copy. It is an optional feature for circumstances when you need to keep someone informed; however, they are not the person responsible to take the action.  Rarely would you want to make use of the BCC entry spot. BCC represents blind carbon copy. This is a discrete way to send a copy of the message without the receiver knowing. After you put the address in correctly, make sure to add the subject line. The subject line should tell the reader what the point of the message is, so that when the person is scrolling through their inbox, they will be alerted to your important message or informed quickly of the details.  Time is money in the professional business world; therefore, it is unnecessary to add extra fluff or "beat around the bush" when addressing the bulk or point of the email. There are several ways to be direct and to the point while remaining polite. Examples of this include using the words such as: please, thank you, promptly and appreciate. Salutations should be professional such as Sincerely, Respectfully, or With gratitude. Make sure to put your first and last name after that and press send.  With gratitude, Stephany Robinson

Outlining the Day: How to Make a Training Itinerary

In today's blog post, we will be discussing the benefits and how-to of creating training itinerary for your business. This will not only help new employees first learning, but also assist in any training current employees may need to do. Having this itinerary will help keep employees focused on the tasks at hand and make for employees to be more productive and have more skills that will assist in reaching the organizations goals. Let's get started!

Creating A Training Agenda

One look on Google, and you can find various templates for setting up a training itinerary. The most important part, however, is the content. Here are some specifics to definitely include in your agenda:

• Date - Let people know when things are happening so they can plan accordingly, especially if the training takes place over a period of time.

• Time - This goes closely with the date. Having things listed by time tells your trainee what is going to happen, when it's going to happen, and most importantly, how LONG it's going to take. Time is money, and it is important to utilize the time you have for training in an efficient way. 

• Location - Have you ever been in school and not known where you were supposed to go? This can happen even in a professional business setting. It is a waste of time for the trainer and trainee if they must look around and ask someone for directions, rather than looking at an itinerary that can tell them exactly where to go. 

• Topic of focus - The topic of focus not only helps the trainee keep on track with what they're learning, but knowing what to focus on helps the trainer stay focused on the topic or demonstration at hand. 

• Person- Make sure you know who your trainer is. They are not only training you, but they can be an invaluable source of information down the road in your career. 

*Tip: Another category I did not post about was breaks. Breaks are important for both parties and should not be considered a waste of time. Taking a bathroom, or lunch break during training can actually make the trainee more efficient because they are able to focus and not be distracted with the thought of "I'm hungry," or "Where's the bathroom." 


The following website is a great resource for better understanding the different parts and how to compile them together: HR Training Program

Also, I have included an informational video found on Youtube that you may find helpful with your own design:

How to Dress Professionally on a Budget

“Fake it until you make it.”

Your guide to Dress Professionally on a Budget

• First and foremost, the most inexpensive thing to wear is CONFIDENCE! Hold your head up high, stand up tall, and push your shoulders back to demonstrate just that. People are drawn to others that are sure of themselves.

• Pick a few versatile items that you can wear interchangeably with several different outfits. Some examples might be: cardigan, plain skirt, dress, Khaki pants, dress pants, costume jewelry set, black dress shoes or a scarf.

• Buy items that are machine washable. Dry cleaning clothes can get very costly and should be avoided when on a tight budget.  

• Yard sales, secondhand stores, and hand-me-downs are great ways to acquire gently used items. Most of the time the time you can find some really nice pieces that someone else already paid the premium. Also, stores that buy clothes in large quantities to sell (ex. Walmart) are very helpful places to search for items.

• There is nothing worse than seeing a coworkers booty exposed from bending down and their pants not covering properly. Therefore, while you are searching for your go-to items, be sure to bend down and reach across to ensure full coverage.

• Extra Tip-Make sure your undergarments are properly fitting to ensure that whichever items you choose will look smooth and not distract the eye!

Team Awesome: Top Ten Awesome Tips!

Are you constantly struggling to find something cute to wear to work? While also wondering if it is appropriate? Well worry no more. Here at Essentials we strive to make sure our employees are comfortable in what they wear, are fashionable, but also professional. Our team of experts at essentials have come up with the “Top Ten Awesome Tips” for what is professional and what is not for the workplace for women.

What to wear in Business Attire setting for women:

1. Formal Business Suit:

a. Blazer that ends at your wrist

b. Skirt that should maintain a length no shorter than your knee

                                          i. While walking, sitting and standing

c. Pants to match your blazer that are appropriate length

2. Button Up Shirts:

a. Pattern that would match your suit

b. Conservative tones as

i. Black, White, Brown, burgundy, hunter green. Also lighter colors like like baby blue, and light pink

3. Footwear:

a. Heels ranging from 2-4 inches

                                          i. To start out with heels black, and a nude color would work well

b. Also maintaining your shoes to make sure that there is no scuffs or markups

4. Jewelry:

a. Pearls are always a way to go if you're ever in need of something quick to wear

5. Handbag:

a. Leather hand bag is preferred for most businesses

i. Buy a neutral color (black or brown) so markups or scratches are as visible

Professional Attire:

What not to wear in Business Attire setting for women:

6. Tight or Revealing Clothing:

a. Shirts too small/tight

b. Shirts that reveal too much cleavage

c. Skirts/Dresses that are too short

d. Tank Tops

7. Stilettos:

a. Walking becomes an issue

                                         i. They are too high for people to walk in

8. Skin Baring Clothing:

a. Shirts that leave your midsection open

9. Bottoms:

a. Sweat Pants

b. Leggings

c. Jeans

d. Tight work pants

10.  Shoes:

a. Sneakers

b. Flip Flops

Not Professional Attire:

Situation #1 -- Poor Employee Performance

Welcome to Let's Chat! 

Our goal is to provide you information and samples for dealing with online business communication problems. In this post, we will discuss how to reprimand an employee for poor performance behavior. See our sample letter below!

 Dear (Employee)

This official letter has been sent to you as a formal reprimand for your failure to follow in accordance with the company’s dress policy standards. As you know, our company is increasing with its popularity and reputation, and thus needs to uphold high standards regarding our dress code.

Our dress code is Business Attire, this means clothing that not only covers the whole body, but also is highly professional. This is a written warning about the attire you wear. There will be no other warning given out. We value our employees and our customers. When customers don't feel as comfortable in our office because of the way our employees dress then there is an issue.

As you read in the employee handbook,here at Essentials we value our employees to be one of our most important assets. It is our desire to relay the importance of taking pride in our outward appearance to fellow teammates as well as customers. Please refresh your memory by referencing the handbook on our policy regarding dress code. We would be happy to clarify and answer any questions you have.  Thank you for your devotion to our company and for understanding our stance on our dress code. We look forward to continuing to make a difference in the marketplace with you.

                           Sincerely, 

                          (Employer)

Tip: While it is important to reprimand the employee and let them know of a grievance, a problem such as a dress code violation can be seen as highly embarrassing and therefore should be handled in a professional and delicate manner without demeaning the employee.