Learning Outcomes

In this free course, you will learn how to:

• List the components of a professional email
• Select professional phrases used to handle inquiries, discuss deadlines and request action in an email
• Define ‘diplomatic language’ and explain how it is used to handle conflict and express opinions
• Describe how to prepare and make business calls
• Recognize when to use first names or last names during phone calls and business meetings
• Apply active listening skills during a telephone conversation
• Define ‘small talk’ and describe its importance in business meetings
• Plan a successful business meeting
• Generate formal and informal meeting agendas
• Discuss how to appropriately ask for clarification or interrupt a speaker during a business meeting
• Identify colloquial and formal expressions to use when writing an email to a business contact
• Explain how to handle complaints professionally