The Power of Communication in the Cybersecurity Workforce. Part 2

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 Phone & Email Communication.

Phone Etiquette

Phone etiquette refers to the code of conduct and professional standards that guide how we make and receive phone calls. Whether the interaction is personal or professional, the way you handle a call reflects directly on you—and, in business settings, on the organization you represent.

Practicing proper etiquette ensures smoother communication, leaves a positive impression, and builds stronger relationships.

Core Principles of Phone Etiquette

  1. Answer Promptly and Politely

    • Aim to answer within three rings.

    • Use a courteous greeting such as:

      • “Hello, this is [Your Name].”

      • “Good morning, thank you for calling [Company Name], how may I help you?”

  2. Identify Yourself and Your Organization

    • Always state your name and company (if applicable) so the caller knows immediately who they are speaking with.

  3. Speak Clearly and with Warmth

    • Use a pleasant, professional tone.

    • Enunciate words and avoid speaking too quickly.

  4. Listen Attentively

    • Give your full attention to the caller.

    • Avoid distractions, multitasking, or background noise.

    • Acknowledge what the caller is saying with verbal cues (“I understand,” “Yes,” “I see”).

  5. Use Professional Language

    • Avoid slang, jargon (unless shared context allows it), or inappropriate expressions.

    • Keep your language respectful and professional at all times.

  6. Avoid Interruptions

    • Let the other person complete their thought before responding.

    • Take brief notes if you need to remember a question for later.

Actionable Task: The Power of a Smile

A smile is not just a facial expression—it’s a mindset that changes how your voice sounds. People on the other end of a phone call can often hear whether you’re smiling, and this influences the tone of the entire conversation.

  • Smiling conveys warmth, positivity, and attentiveness.

  • It sets a collaborative tone, even in difficult conversations.

  • Studies show that smiling improves your own mood and reduces stress, making you more effective in communication.

Try this:
Record two short greetings on your phone—one while smiling and one without smiling. Listen to both recordings and notice the difference in tone and warmth.

Empathy in Phone Etiquette

Empathy is essential for building trust and ensuring effective communication. It allows you to sense the emotions of the other person and respond appropriately.

Unlock the Secret to Empathy:

  • Listen: Pay attention not only to words but to tone, pauses, and emotional cues. Note any words that indicate stress, frustration, or happiness.

  • Understand: Use active listening to interpret emotions. Ask yourself: Are they upset? Frustrated? Excited?

  • React: Respond thoughtfully. Use neutral, calm language if emotions are high, or mirror positive energy when appropriate.

  • Reassure: Offer confidence by affirming that you understand their concern and will work together toward a solution.

Resource Links:

More Helpful Tips

  • Be Patient: Do not rush the caller. Allow them to explain fully before you respond. Note your questions and wait until they finish speaking.

  • Be Clear: Confirm understanding by repeating key details back. Example: “So to confirm, you’d like me to follow up with the billing department and call you back this afternoon?”

  • Stay Professional in Difficult Calls: Keep your tone calm, avoid defensive responses, and focus on resolving the issue.

Email Communications

Email remains one of the most common and critical forms of professional communication. The way you craft and send your messages directly reflects your professionalism, attention to detail, and respect for others’ time.

PRO TIP: GET TO THE POINT

Getting to the point ensures the recipient quickly understands your message’s intent.

  • Avoid unrelated details or tangents.

  • Keep the focus on the core purpose of your message.

  • Respecting the other person’s time often leads to quicker, more positive responses.

Professional Etiquette

CONCISE
Stay focused on the topic at hand. Eliminate unnecessary details that don’t contribute to your main point.

CLARITY
Use clear, direct language. Avoid jargon, acronyms, or slang unless you are confident the recipient understands them. Always tailor your language to the audience—whether they are technical experts or business leaders.

POLITE
Courtesy is essential. A simple “please” and “thank you” demonstrates professionalism and appreciation, even in fast-paced IT environments.

FOOTPRINT
Your words leave a lasting impression. Emails and digital messages are often stored or monitored. Always write with the mindset that your communication could be reviewed later.

Digital Communication Tips

  • Subject Line – Write a subject that accurately reflects the content.

    • Example: “Incident Report: Phishing Email Blocked – Sept 25” instead of “Update.”

  • Message Body – Use proper grammar, spelling, and sentence structure.

  • Organization – Break content into paragraphs or bullet points for easy scanning.

  • Tone – Remain polite and professional, even when the message contains critical or negative content.

  • Formality – Avoid slang, emojis, or shorthand. Always use a professional greeting and closing.

  • Cross-Platform Consistency – Apply the same standards when using Slack, Discord, Teams, or other digital tools. Professionalism should be consistent across all platforms.

Reminder: Your Digital Record Lasts Forever

Treat every written word as if it will be stored permanently—and possibly reviewed later. In most workplaces, everything from emails to chat logs and even browsing history is logged in some capacity.

By maintaining professionalism at all times, you:

  • Build trust and credibility.

  • Avoid misunderstandings or reputational harm.

  • Ensure your communication can stand up to scrutiny if ever revisited.

Writing Emails

Writing professional emails is an essential skill in the workplace. A well-written email not only communicates your message clearly but also demonstrates professionalism, respect, and attention to detail.

When writing emails, keep these core principles in mind:

  • Get to the Point: State the purpose early.

  • Stay Professional: Use proper grammar, spelling, and tone.

  • Be Clear and Concise: Keep it short, but make sure important details are included.

  • Consider Your Audience: Tailor the level of technical detail to who is receiving the email.

  • Close Politely: Always include a professional sign-off.

Below are two sample professional emails related to IT project updates.


Email Example: Scheduled Maintenance Notification

Subject Line: Scheduled Maintenance – Network Upgrade

Hello [Name],

This is to inform you that we will be performing scheduled network maintenance on Friday, 02/03/23, from 10:00 PM – 2:00 AM. During this time, there may be brief interruptions to internet connectivity and access to shared drives.

The upgrade will improve system stability and security across all departments. We will notify you once services are fully restored.

If you are aware of any critical tasks scheduled during this maintenance window, please let us know in advance so we can coordinate accordingly.

Thank you for your patience and cooperation.

Best regards,
[Your Name]

Email Example: Request for Information

Subject Line: Request for Updated User Access List

Hello [Name],

I hope this message finds you well. As part of our quarterly security review, we are required to verify active user accounts and their access privileges.

Could you please provide the latest user access list for the Finance department by 01/27/23? This will help us ensure compliance and maintain proper security controls.

If you need any assistance generating this report, I would be happy to coordinate with you.

Thank you in advance for your support.

Best regards,
[Your Name]

All credits and thanks to TCM Securtiy Academy. @ https://academy.tcm-sec.com/

This is part of me taking notes and expanding on each topic during my studies.

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