Email Writing, Email Etiquette & Communication Protocol

With the introduction of new social media tools and communication tools, the art of email writing and email etiquette has been lost.  Most emails received will be filled with short forms, inappropriate usage of punctuation marks and many other simple mistakes that often lead to the reader misinterpreting the writer’s message or intention.  This course is designed to help employees to know the appropriate use of words and punctuation in crafting their subject line and email content, as well as how to use the right tone to deliver their message to the right people.



After completing the training, the participants should be able to:

  • When is it necessary to email and when to avoid
  • The etiquette in using reply to or reply all
  • Create subject line that relates to content
  • Create message that is direct and clear
  • Use the right punctuation marks in their email
  • Practice the communication protocol in the company to their advantage



Employees (executive or non-executive) who wish to polish their email writing and email etiquette skills. Most important are for staff that uses email to interact with potential customers and current customers / partners.



This training includes extensive use of case studies, debriefing, feedback, games and activities, group discussions, lectures, sharing session, role-play, simulations and group presentations.



MODULE 1: Before Start Typing – When Is Email Appropriate

  • Introduction
  • When to use email
  • When to use email alternatives
  • When is right time to reply or send email

MODULE 2: Creating Effective Subject Line

  • Develop fitting subject line
  • Subject lines to avoid
  • Punctuation and symbols

MODULE 3: Email Writing is Business Writing

  • Email writing strategies
  • On the spot content
  • Check your grammar
  • Use the right punctuation marks
  • Spacing
  • Paragraph length
  • Attachments

MODULE 4: Crafting the Right Message

  • Why emails lead to unnecessary “war”
  • Errors to avoid
  • Tone determines the outcome
  • Visually and emotionally appealing
  • The unwritten message

MODULE 5: Check Before Click

  • Proof reading
  • Edit it
  • When to use to, cc and bcc
  • Communication protocol
  • Damage control

MODULE 6: You’ve Got Mail

  • Love it or hate it
  • Action plan for improvement
  • Email checklist
  • Conclusion