Building Excellent English Communication Skills

21-22 Oct, 2024, AC Hotel Kuala Lumpur by Marriott

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Learn from the Best

Mr Viknesh Ashley has more than 10 years of experience working in roles related to writing and journalism, including StarProperty.my under Star Media Group Bhd, The Malaysian Reserve and Malay Mail, Malaysian property websites and magazines as well as with local property developers such as Sunway Property Group and SkyWorld Development Group Bhd.

 

Mr Ashley has expertly undertaken corporate training in the areas of interpersonal & business
communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Malaysia, Multinail Asia Sdn Bhd, Hong Leong Yamaha Motor Sdn Bhd, Deloitte Malaysia, Astro Malaysia Holdings Bhd. etc.

 

Mr Ashley is PSMB Train the Trainer certified and holds a B.A. (Hons) in Communication & Media
Management.

 

Venue Details

AC Hotel Kuala Lumpur by Marriott
9 Jalan Lumut off Jalan Ipoh, Kuala Lumpur, Malaysia, 50400,
Fax : +60 3-40428000

https://www.marriott.com/en-us/hotels/kulka-ac-hotel-kuala-lumpur/overview/?scid=45f93f1b-bd77-45c9-8dab-83b6a417f6fe&y_source=1_MTQ2 NDU5MDEtNDgzLW xvY2F0aW9uLndlYnNpdGU%3D

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Module 1 – Applying Standard English with Customers
  • Module 2 – Speaking Confidently with Your External Customers
  • Module 3 – Delivering Telephone Customer Service in English
  • Module 4 – Enhancing Your Vocabulary Building Skills
  • Module 5 – Improving Pronunciation for More Confidence
OBJECTIVE
Confidence to speak in English is much required in the service industry. This course provides participants with opportunities to improve their English language skills, including pronunciation and vocabulary, to a level that they are able to speak English confidently with customers.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Avoiding non-standard English when interacting with customers.
  2. Using English effectively in various situations.
  3. Speaking confidently when dealing with internal and external customers.
  4. Improving your telephone customer service in English.
  5. Understanding the importance of building vocabulary and pronouncing accurately.
  6. Building vocabulary to express oneself with ease and confidence.
  7. Speaking confidently in English in any social or workplace situation.
WHO SHOULD ATTEND
  • Secretaries
  • Executives
  • Managers
  • Admin Staffs
  • Clerical Personnel
METHODOLOGY
This course will utilize a combination of lectures, discussions, practice sessions and group discussions
DAY 1
9:00

Module 1 – Applying Standard English with Customers

  • Understanding the importance of polite English in customer service
  • Learning special meanings of modal auxiliaries
  • Applying polite language (use of modals – may, could, would)
  • Using modals for correct grammatical constructions
  • Having awareness of standard English when interacting professionally
  • Non-standard English that should be avoided
10.45

Module 2 – Speaking Confidently with Your External Customers

  • Meeting and greeting your customers with ease
  • Asking for explanations to ensure clarity of message
  • Interrupting, suggesting, objecting, and agreeing during discussions
  • Giving ideas and personal opinions politely
  • Asking for and giving relevant information to customers
  • Expressing enthusiasm and appreciation to show gratitude
  • Speaking with empathy and assurance with upset customers
  • Apologizing and offering logical explanations
  • Dealing with customers’ problems and complaints effectively
1:00 Lunch
2:00

Module 3 – Delivering Telephone Customer Service in English

  • Answering and ending calls in a polite manner
  • Transferring and taking messages appropriately
  • Conversing politely with customers on the telephone
  • Common phrases for regular telephone conversations
  • Customer service phone call scripts in English
5:00 End of Day 1
DAY 2
9:00

Module 4 – Enhancing Your Vocabulary Building Skills

  • Building vocabulary using synonyms, antonyms and homonyms
  • Forming nouns using verbs and adjectives
  • Building vocabulary through variations of a single word
10.45

Module 4 – Enhancing Your Vocabulary Building Skills (cont.)

  • Enhancing vocabulary for description of nouns
  • Replacing phrasal verbs with appropriate vocabulary
  • Building essential and common health care vocabulary
1:00 Lunch
2:00

Module 5 – Improving Pronunciation for More Confidence

  • Understanding the relationship between pronunciation and confidence
  • Grasping tips to improve English fluency and pronunciation
  • Creating awareness of the mother tongue influence in English pronunciation
  • Recognizing silent letters (b. g. k, n, p, t) in words
  • Correcting commonly mispronounced sounds and words
  • Pronouncing difficult words accurately and confidently
  • Practicing commonly used words using the correct pronunciation
5:00 End of Course