Overview

It is important for everyone to speak English confidently with clear voice, concise pronunciation, appropriate tone and choice of words to make the great first impression and liaise with the stakeholders. This course ensure participants to learn how to write with correct English grammar, good sentence structure, suitable vocabulary and smooth flow of ideas to deliver the message precisely effectively to increase the efficiency of handling business correspondence.

Duration

2 Days

Who Should Attend

Receptionist, Clerks, Admin Assistant, Secretary, Human Resource Assistant, Purchasing Assistant, Marketing Assistant, Accounts Assistant, Production Assistant, Telemarketing Assistant, Front Office Assistant, Non-executive and those who deal with stakeholders for Administrative Purposes.

Objectives

By the end of the session, you would be able to:

  • understand the formulation of english grammar and pronunciation.
  • overcome the nervousness of speaking english confidently with all levels of management.
  • speak english confidently and fluently with speaking etiquette.
  • write business correspondence with writing etiquette.
  • communicate well for daily conversation, past incident, future planning circumstances at ease.
  • make the great first impression at starting business conversation.
  • have discussion, attend meeting to take notes of the meeting, deliver presentation and write meeting minutes.
  • write business email, letters and memorandum systematically to inform, enquire, purchase, follow-up and complaint.
  • practise business writing skills with good organization, flow of ideas, standardized format, tone, choice of words and sentence structure.
  • answer phone calls, take messages and make appointment with the stakeholders.
  • handle challenging customer service complaints professionally.
  • assist executive, managers and the senior management in coordinating business functions.

Course Outlines

Module – Building Confidence in speaking good English

  • Overcome Your Fear of Speaking Good English
  • How to Say It
  • Pronunciation
  • Vocal Variety
  • Tone
  • Choice of Words

Module – English Grammar for Business Conversation

  • Articles
  • Prepositions
  • Conjunctions
  • Active Voice
  • Passive Voice
  • Modal Verbs

Module – Body Language- Non-verbal Communication Skills

  • Eye Contact
  • Facial Expression
  • Posture
  • How to greet customers
  • How to appreciate customers
  • How to negotiate
  • How to apologize
  • How to handle difficult people

Module – The Purpose of Speaking

  • How to network at an event
  • How to give welcome remarks
  • How to present your company profile
  • How to describe your company’s products and services
  • How to demonstrate products/ services values
  • How to disagree in a conversation
  • How to clarify an idea
  • How to verify facts and ensuring accuracy
  • How to propose a winning idea
  • How to convince customer to accept proposal
  • How to gain feedback from customers
  • How to apologize to the customer
  • How to show appreciation

Module – How to Write Friendly Business Email

  • Standardized Format
  • Punctuations
  • Guidelines for Writing: Font, Case, Numbers, Symbols, Abbreviation
  • How to Write an Attractive Subject Line, Introduction, Body and Conclusion
  • Business Professionals Tone and Choice of Words
  • Business Email of Enquiry
  • Business Email of Application
  • Business Email of Handling Complaint
  • Business Email of Invitation
  • Business Email of Payment Friendly Reminder
  • Business Email of Acknowledge Receipt
  • Business Email for Follow up

Module – Telephone Skills

  • How to listen to feelings
  • How to answer difficult customer calls
  • How to make cold calls for sales
  • How to make customer happy over the phone
  • How to build instant trust, rapport over the phone
  • How to convince your customer for an appointment over the phone

Inhouse Training Framework - ADDIE Model

In GIN, we will work with you to modify courses or develop one to meet the specific requirements of your business. To assure your investment on training is not wasted and to maximize the value of the in-house program, we apply the ADDIE model – a dynamic, flexible guideline for building effective training and performance support tools. You may learn more about ADDIE model here.

Contact Us for Quotation

Contact us now for training at the Venue and Date of your choice throughout Malaysia and Internationally. Do let us know what is your expectation, number of participants, participants' profile and your preferred date and venue.