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DTSTART;VALUE=DATE:20230327
DTEND;VALUE=DATE:20230329
DTSTAMP:20260601T220144
CREATED:20230104T092813Z
LAST-MODIFIED:20230104T092813Z
UID:1355-1679875200-1680047999@brainwork-resources.com
SUMMARY:English for Counter Staff and Frontliners
DESCRIPTION:INTRODUCTION\nThis 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. \n  \nOBJECTIVES\nIn 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. \nThe 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. \n  \nCOURSE CONTENT\nMODULE 1 : OVERCOMING THE FEAR OF THE ENGLISH LANGUAGE\n\nUnderstanding the cause for the fear\nBreaking the negative reinforcing cycle\nCommitment and promise\n\nMODULE 2 : STAND UP AND SPEAK\n\nTaking 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\nActivity to provide opportunity to correct fundamental and common mistakes\n\nMODULE 3 : SUBJECT VERB-AGREEMENT\n\nThe fundamental rule of English grammar\nMatching 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.\n10 additional rules of subject-verb agreement such as Somebody is at the door\n\nMODULE 4 : AT THE SERVICE COUNTER\n\nCommon words and useful phrases to use when greeting customers\nPractise counter and telephone conversations\nCorrecting common speaking mistakes\n\nMODULE 5 : ASKING THE RIGHT QUESTIONS\n\nPractise asking simple questions\nUsing did/do/does e.g.\n\nDid you meet Encik Ali yesterday?\nDoes she want to meet Encik Ali?\nDo you want to meet Encik Ali?\n\n\nUsing is/are/am/was/were e.g.\n\nWere you here to meet Encik Ali yesterday?\nAre you here to meet Encik Ali?\n\n\nUsing has/have e.g\n\nHave you met Encik Ali?\nHas she met Encik Ali?\n\n\nApplication to counter interactions\n\nMODULE 6 : SERVICE COUNTER INTERACTION\n\nMore common words and useful phrases to use when interacting customers\nPractise counter conversations\nPractise asking questions\nCorrecting common speaking mistakes\n\nMODULE 7 : CORRECTING COMMON MISTAKES\n\nGrammar – preposition\, articles\, adjectives\, adverbs\, tenses\nPronunciation\nVocabulary\n\nMODULE 8 : ADVANCED SERVICE COUNTER I NTERACTION\n\nAdvanced common words and useful phrases to use when interacting customers\nPractise dealing with difficult customers\nPractise asking questions to understand issues and problems\nPractise to decline politely\nPractise to apologise for mistakes\nCorrecting common speaking mistakes\n\n  \nWHO SHOULD ATTEND ?\nCounter Staff\, Front-liners and those who want to enhance their English Communication. \n  \nFEES\nINDIVIDUAL RM1\,000.00 per pax \nEARLY BIRD RM800.00 per pax \n(payment 14 days before the program) \n2 PAX  RM900.00 per pax \n3 PAX or  > RM850.00 per pax \n(Fees – without accomodation) \n  \nTRAINER\nAzmi Shahrin or \nSharifah Salwa
URL:https://brainwork-resources.com/event/english-for-counter-staff-and-frontliners/
LOCATION:Kuala Lumpur/Selangor\, Malaysia
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