Email Communication
This part of an email should quickly tell the reader what the message is about.
What is the subject line?
This process involves checking writing for spelling, grammar, punctuation, and clarity before submitting it.
What is proofreading?
This technique encourages professional listening and body language through sitting up, leaning forward, asking questions, nodding, and tracking the speaker.
What is SLANT?
What is with a greeting and verification?
This process involves moving an issue to another support tier or team when it cannot be resolved at the current level.
What is escalation?
These are files or documents added to an email message.
What are attachments?
This stage of writing focuses on improving organization, clarity, tone, and effectiveness after a draft is written.
What is revising?
This type of workplace speaking may include elevator pitches, meetings, or informal professional conversations.
What is non-presentation public speaking?
The practice of engaging closely with what a speaker is saying and indicating understanding, typically by asking relevant questions, using gestures, and summarizing.
What is active listening?
This resource contains documented procedures and solutions that help representatives resolve customer issues.
What is a knowledge base?
This Outlook feature automatically lets people know you are unavailable to respond right away.
What is an out-of-office notification?
These tools can help identify writing errors and suggest improvements in professional documents.
What are Grammarly, spell check, or AI support tools?
These elements should support your message rather than distract from it in a slide deck.
What are visuals or multimedia elements?
This strategy helps build trust by acknowledging the customer’s feelings and showing that you understand their situation.
What is demonstrating empathy?
This inquiry strategy invites users to elaborate on their experiences, which can reveal underlying issues that may not be immediately apparent.
What is asking open-ended questions?
This communication tool is best for quick internal workplace messages rather than long formal updates.
What is internal instant messaging?
This punctuation mark can connect two closely related independent clauses without using a coordinating conjunction.
What is a semicolon?
These five components will help ground you in anything you wish to say in a small or large gathering.
What is PIPES? (Projection, Inflection, Pacing, Eye Contact, and Stance)
These five qualities help make technical writing easy for customers to understand and use.
This step confirms that the fix solved the original issue before the interaction is closed.
What is verifying the resolution?
This describes the attitude or feeling your writing communicates to the reader, such as respectful, professional, friendly, or urgent.
What is email tone?
This common sentence structure error connects two independent clauses without punctuation or a conjunction.
What is a run-on sentence?
These three rhetorical skills help speakers persuade an audience through credibility, emotion, and logic.
What are ethos, pathos, and logos?
This metric measures how satisfied customers are with the support they received.
What is CSAT, or Customer Satisfaction Rating?
These written records capture essential customer details, troubleshooting steps, actions taken, and follow-up needs.
What are service notes or call documentation?