Professional Communication

Effective communication is the foundation of success in the Union's Events and Scheduling department. Whether coordinating event logistics, assisting student organizations, or providing customer service, maintaining professionalism in all forms of communication—emails, phone calls, and in-person interactions—is essential.

COMMUNICATING WITH CUSTOMERS

Answering Phone Calls Professionally

Phone interactions require clarity and courtesy. When answering calls, employees should greet callers warmly and professionally with a standard response, such as:

"This is the Union Events and Scheduling. This is [Your Name]. How can I help you?"

“Hi [Recipient’ Name], this is [Your Name] from Union Events and Scheduling. I’m calling to confirm [specific request or update]. Do you have a moment to discuss this?”

 Speaking clearly and maintaining a polite tone helps create a positive impression. If an immediate answer isn’t available, offering to follow up with the necessary information demonstrates professionalism and reliability.

Writing Professional Emails

Emails are a primary mode of communication for event scheduling, confirmations, and inquiries. A well-written email should be clear, concise, and professional. Always proofread before sending and ensure that all necessary details—such as event date, time, location, and requirements—are included. Responding promptly to emails also helps maintain efficiency and reliability

Professional Email Template:

Subject: [Clear and Concise Subject Line, with event number if possible]

Dear [Recipient’s Name],

I hope this email finds you well. [Brief introduction stating the purpose of the email.]

[Provide clear and concise details regarding the request, update, or information being 

shared. Use bullet points or paragraphs for readability if necessary.]

[If action is required, clearly state the next steps and any deadlines.]

Please let me know if you need any further information or clarification. Thank you!

As a part-time student employee I will reply to your email as soon as possible but if you need an urgent reply, please reach out to our full-time staff, Andree ([e-mail]) or Laura ([e-mail])

Please note, once you have reached out to Union Events and Scheduling, your event is considered held or agreement pending. There is a cancellation procedure within our Union Facilities Use Procedure for events that are held, agreement pending, or confirmed.

[Your Name] | [Your pronouns] | Event Manager

University of Utah, A. Ray Olpin Union Building

801-581-8525 | union.utah.edu

How to Approach a Customer Professionally

Approaching customers in a friendly and professional manner is essential for providing excellent service at Union Events and Scheduling. The key is to be polite, approachable, and helpful while making them feel valued.

Example Phrases for Different Situations

When greeting a customer:

• “Hello! Welcome to Union Events and Scheduling. How can I assist you today?”
• “Good [morning/afternoon], how can I help you?”
• “Hi there! Do you need any assistance with event reservations or scheduling?”

When Offering Help:

• “Are you looking for information on room reservations? I’d be happy to help.”
• “Let me know if you have any questions.”
• “Would you like me to walk you through the process of booking an event space?”

When Answering a Question:

• “That’s a great question! Let me check that information for you.”
• “Yes, we do offer [specific service]. Here’s how it works…”
• “I’m happy to help! Here’s what you need to know about [specific topic].”

When Handling a Concern or Complaint:

• “I’m sorry for the inconvenience. Let me see what I can do to resolve this for you.”
• “I understand your concern. Let’s find a solution.”
• “I appreciate your patience. I’ll do my best to address this right away.”

When Ending the Conversation:

• “Is there anything else I can assist you with today?”
• “Thank you for reaching out to us. Have a great day!”
• “I appreciate your time. If you need anything else, feel free to reach out!”

Maintaining a friendly and professional attitude in all customer interactions ensures that visitors feel welcomed and supported at the Union Events and Scheduling department and is the best way to avoid conflict.

COMMUNICATING WITH FULL-TIME STAFF AND FELLOW STUDENT EMPLOYEES

Respectful communication is essential for maintaining a positive and professional work environment in the Union Events and Scheduling Department. Whether interacting with full-time staff or fellow student employees, using polite and considerate language fosters collaboration and efficiency. Greeting a full-time staff or fellow student employee also shows a positive impact

Example Phrases for Respectful Communication

When Asking for Help or Information:

• “Excuse me, [Name], do you have a moment to help me with [specific task]?”
• “I appreciate your time—could you clarify [specific detail] for me?”
• “Would you mind guiding me through this process? I want to make sure I do it correctly.”

When Offering Help:

• “Is there anything I can do to help you with this task?”
• “I have some time—would you like me to assist with [specific task]?”
• “Let me know how I can help. I’m happy to take care of any details you need.”

When Receiving Instructions or Feedback:

• “Thank you for explaining that. I’ll make sure to follow your instructions.”
• “I appreciate your feedback—I’ll make the necessary changes.”
• “Got it! I’ll take care of that right away. Thanks for letting me know.”

When Giving Suggestions or Expressing Concerns:

• “I had a thought about [specific issue]. Would you be open to discussing an alternative approach?”
• “I understand where you’re coming from. Could we consider [suggested solution] as an option?”
• “I wanted to bring up a concern about [issue]. I’d love to hear your thoughts on how we can address it.”

When Expressing Gratitude:

• “Thanks for your help! I appreciate your time.”
• “I couldn’t have done this without your support—thank you!”
• “I appreciate the effort you put into this. It made a big difference.”

By using polite and appreciative language, employees can create a respectful and supportive work environment that enhances productivity and teamwork.