MEMO To: All Personnel September 21, 2000 From: Manager Re: Proper Telephone Etiquette Telephone courtesy has deteriorated in our department. Proper telephone etiquette is an essential component of business communication, and our skills need to improve in order to be a successful company.
Discourtesies such as putting people on hold for an extended amount of time, eating and drinking while on the phone, and answering the phone in an inappropriate manner are examples of areas that need to be changed.
To fix the problem, Illinois Bell will be conducting classes on "Telephone Techniques"ÃÂ for everyone in the department. There will be four sessions next month at the following times: ÃÂÃÂ¨ Monday, September 24: 3:00-5:00 p.m.
ÃÂÃÂ¨ Tuesday, October 2: 9:00-11:00 a.m.
ÃÂÃÂ¨ Wednesday, October 10: 2:00-4:00 p.m.
ÃÂÃÂ¨ Thursday, October 18: 1:00-3:00 p.m.
All of the sessions will be in the main conference room. Please sign up on the employee bulletin board for one session and make note of the date, time, and place on your calendar.
Please contact me with any questions at extension 2080. Thank you for your participation. I look forward to working with you to improve our departmental telephone communication skills.
AUDIENCE ANALYSIS WORKSHEET Writer: Manager September 21, 2000 Subject: Proper Telephone Etiquette Audience Orientation Composition: All Personnel Individual, group, or combined: Group Job Title(s), if relevant; relationship to writer: Sales Development Dept. to all Personnel in dept.
Attitude toward subject: Needs to improve.
Writer Orientation What is the purpose? Inform of problem, give info of how to fix the problem.
What is the information needed? To fix telephone communication skills.
What should the audience know and how much? That there exist a problem and how we are going to fix it.
What information will be used? Sign up sheet for a class on...