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

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Hong Kong Language Training Centre Ltd.

Hong Kong Language Training Center
E-mail: learn@language.com.hk
Web: http://www.language.com.hk
Tel: 852 2834 2168
Fax: 852 2834 2183

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