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Part V: Etiquette in communication > Unit summary: Etiquette in communication

Chapter 19. Unit summary: Etiquette in communication

Topic A In this unit, you learned the importance of establishing a rapport, and guidelines to follow when returning calls and transferring calls. You also learned how to apply telephone courtesy while using voice mail and speakerphones, with the goal of making a good impression on your callers.
Topic B Next, you learned guidelines to compose professional e-mails. You learned to write effective subject lines and use a professional e-mail signature. You also learned guidelines for writing effective messages. You learned that you should make e-mail messages easy to read, and review the messages before sending them.
Topic C Finally, you learned proper writing guidelines to help you communicate information clearly and efficiently. You learned to edit your letters before sending them. You also learned standard features of a business letter, such as the heading, date, inside address, and body of the letter. Then, you learned additional features of business letters, including attention lines, reference initials, and postscripts. Finally, you also learned guidelines for composing common informal letters, such as thank you notes, notes of sympathy, invitations, and congratulatory notes.



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