The
Most Popular Business English Series!!!
Business
English Conversation for Front-line Staff
Course Introduction
Business
English Conversation for Front-line Staff is an intensive
training program designed to provide cutting-edge skills for
front-line staff in Standard English. This course focuses
on handling both telephone  calls and face-to-face inquiries.
It is a highly practical and subject-focused course. Staff
will come away with a clear idea of how to immediately apply
what they have learned to their everyday work.
Who
it is for:
This course is designed for front-line customer services team
working in sectors such as banking, legal, accounting, finance,
hotel industry, logistics and transportation, telecommunication,
information technologies, and international trading.
Methodologies:
Using tape recordings, and possibly video recordings, the
course covers core English-language techniques for:
- creating
a positive impression at the beginning of a call
- shifting
an interview onto a positive footing when it has started
off badly
- saying
'no' nicely
- Ending
on a positive note.
 These
techniques will be drawn from conventional customer-care,
assertiveness, and negotiation skills training, selected and
presented to conform to the specific kinds of conversations
front-line staff deal with. All examples will relate to the
context of the particular industry.
Participants
will apply these English-language techniques
in practice
scenarios that are typical of their working situation. They
will role-play and work together to develop outline scripts
that they can away from the course to used as prompts as they
put their techniques into practice.
Relevant
workshop:
http://www.language.com.hk/WebTelephoneManner.php
Course
Content Stage
| Module |
Content |
| Session
1 |
nIntroduction
& overview of the tailor-made course
nResponding
effectively on the telephone
nUseful
phrases for telephoning
nTaking
messages & redirect calls
nEnding
a call on the right tones
nUsing
a suitable tone and intonation on the telephone |
| Session
2 |
nCommon
mistakes in telephone English
nDealing
with enquires
nIntroducing
services, products & actives
nMaking
suggestions & proposing alternatives
nRole
play |
| Session
3 |
nHandling
into related enquires over the phone (1)
nDeveloping
questions direct and indirect
nClarifying
techniques
nRole
play |
| Session
4 |
nHandling
info related over the phone(2)
nMaking
arrangements/appointments
nFollowing-up
and structuring telephone calls
nRole
play |
| Session
5 |
nDealing
with inquires face to face
nDemonstrating
effectively
nComparisons
with telephone English
nSuitable
language, tone, manner and body language
nRole
play |
| Session
6 |
nHandling
customers
nBody
language
nSuggesting
alternatives
nMaking
recommendations/suggestions
nQuerying
and asking questions |
| Session
7 |
nDealing
with difficult customers and complaints
nChecking
understanding
nApologizing
& reassuring language
nExplaining
follow-up action(s)
nOffering
Assistance & suggesting alternatives
nRole
Play |
| Session
8 |
nRole
Plays
nAssessment
nQuestion
& Answer Sessions |
|
