Skills / Job Search & Entry-Level Careers

Workplace Communication (WhatsApp, Phone and Email)

By the end, you can write a clear professional email, send a suitable work WhatsApp message, and answer, take a message on and make a business phone call politely.

Job-ready skillAbout 15 hours3 stagesFree

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Most South African workplaces run on WhatsApp, phone calls and email, and each has its own rules. Clear, polite and correct messages make you look professional, avoid misunderstandings and are often the first thing an employer judges.

Turn on JavaScript to track your progress. The lessons are:FoundationsLearn the basic structure of a professional email: subject line, greeting, clear purpose, sign-off and signature.Task: Set up a professional email address (for example name.surname@gmail.com) with a simple signature. Write an email to a made-up employer asking about a vacancy, with a clear subject line, greeting, three short paragraphs and a sign-off.Core skillsPractise email etiquette and adapt your tone for WhatsApp messages to managers, colleagues and customers.Task: Write the same message three ways: an email to your manager saying you will be late because of a taxi strike, a WhatsApp message to the same manager, and a WhatsApp message to a colleague. Explain in two sentences how and why the tone differs.Applied practiceHandle real phone calls professionally: greeting, taking a message, transferring and following up in writing.Task: With a friend, role-play three calls (a customer complaint, a supplier asking for your manager, and a call you make to confirm an appointment). Record one on your phone, listen back, then write the follow-up email or WhatsApp message for each call.

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What competent looks like

Writes an email with a clear subject line, purpose and polite sign-off
Chooses the right channel (email, WhatsApp or phone) for the message
Answers the phone with a greeting, name and offer of help
Takes a complete phone message: name, number, reason and time
Follows up a call or meeting in writing the same day

The South African route

There is no specific regulator. Communication is assessed in most Services SETA learnerships (for example business administration and contact centre programmes). Prove the skill with sample emails and messages in a simple portfolio and good feedback from a supervisor.

Free resources

Email basics and Gmail tutorials
GCFGlobal (LearnFree)
Microsoft Learn training
Microsoft

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Jobs it can lead to

Receptionist
Admin assistant
Call centre agent
Sales support assistant
Virtual assistant