INTRODUCTION

This is a 2-day intensive program for counter staff and front-liners who require basic Communication Skills in English language skills. This is a critical requirement for counter staff and front-liners  because they are the first point of contact with the public and as such their ability to communicate in English will be reflective of the organization’s general capability for the delivery of service.

OBJECTIVES

In today’s corporate environment, speaking in English is absolutely necessary and unavoidable. Unfortunately, many avoid speaking in English because they lack confidence and are trapped in a negative reinforcing cycle. This adversely impacts corporate image and customer satisfaction.

The objective of this program is to break the negative reinforcing cycle and start a positive reinforcing cycle by encouraging participants to speak in English regardless of grammar, pronunciation and vocabulary mistakes. At the end of the program, they will be able to speak and write in English with more confidence and style.

COURSE CONTENT

MODULE 1 : OVERCOMING THE FEAR OF THE ENGLISH LANGUAGE

• Understanding the cause for the fear
• Breaking the negative reinforcing cycle
• Commitment and promise

MODULE 2 : STAND UP AND SPEAK

• Taking the first step, making a self-introduction, common words and phrases used when making an introduction, focus on the correct use of articles and prepositions for location and time
• Activity to provide opportunity to correct fundamental and common mistakes

MODULE 3 : SUBJECT VERB-AGREEMENT

• The fundamental rule of English grammar
• Matching singular verb to singular noun and plural verb to plural noun e.g. Ali drives to office every morning, Ali and Mira drive to office every morning.
• 10 additional rules of subject-verb agreement such as Somebody is at the door

MODULE 4 : AT THE SERVICE COUNTER

• Common words and useful phrases to use when greeting customers
• Practise counter and telephone conversations
• Correcting common speaking mistakes

MODULE 5 : ASKING THE RIGHT QUESTIONS

• Practise asking simple questions
• Using did/do/does e.g.
  • Did you meet Encik Ali yesterday?
  • Does she want to meet Encik Ali?
  • Do you want to meet Encik Ali?
• Using is/are/am/was/were e.g.
  • Were you here to meet Encik Ali yesterday?
  • Are you here to meet Encik Ali?
• Using has/have e.g
  • Have you met Encik Ali?
  • Has she met Encik Ali?
• Application to counter interactions

MODULE 6 : SERVICE COUNTER INTERACTION

• More common words and useful phrases to use when interacting customers
• Practise counter conversations
• Practise asking questions
• Correcting common speaking mistakes

MODULE 7 : CORRECTING COMMON MISTAKES

• Grammar – preposition, articles, adjectives, adverbs, tenses
• Pronunciation
• Vocabulary

MODULE 8 : ADVANCED SERVICE COUNTER I NTERACTION

• Advanced common words and useful phrases to use when interacting customers
• Practise dealing with difficult customers
• Practise asking questions to understand issues and problems
• Practise to decline politely
• Practise to apologise for mistakes
• Correcting common speaking mistakes

WHO SHOULD ATTEND ?

Counter Staff, Front-liners and those who want to enhance their English Communication.

FEES

INDIVIDUAL RM1,000.00 per pax

EARLY BIRD RM800.00 per pax

(payment 14 days before the program)

2 PAX  RM900.00 per pax

3 PAX or  > RM850.00 per pax

(Fees – without accomodation)

TRAINER

Azmi Shahrin or

Sharifah Salwa