Communication Business Etiquette

Target Audience
Expected Duration
Lesson Objectives
Course Number

"How's it going?" Is this an appropriate greeting in today's corporate workplace? How about telephone use? Is it always necessary to return phone calls? If so, how soon should you do it? Is e-mail the method of choice for communicating all your ideas, or is another way better? How important is your tone of voice when dealing with a customer? All these questions are a matter of etiquette. How you communicate--in person, over the phone, electronically, and with customers--has a direct effect on how people treat you, on whether you sell your idea or product, and on how quickly you advance in your career. In this course, you'll learn the subtleties of communication etiquette in the world of business.

Target Audience
Human resources, training organizations, and employees

Expected Duration (hours)

Lesson Objectives

Communication Business Etiquette

  • recognize the importance of understanding modern communication etiquette challenges.
  • identify typical causes of communication etiquette mistakes.
  • identify components of the CAGE decision-making model.
  • identify how the CAGE decision-making model helps to determine the proper communication etiquette.
  • identify questions you should ask when using the CAGE model to determine the appropriate communication etiquette.
  • analyze whether the CAGE model has been applied appropriately to business situations.
  • recognize benefits of knowing functional communication etiquette.
  • match types of writing tools to appropriate circumstances.
  • identify key aspects of proper telephone etiquette.
  • apply the four steps of proper telephone etiquette in a business scenario.
  • analyze whether modern communication tools have been used effectively in a given situation.
  • identify principles of the CAGE model.
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