Effective Business English for Service Staff
What you’ll learn
organise meetings – send invitations, contact participants, write the agenda and take the Minutes
meet and greet guests to your company, and engage in small talk
understand and use English business jargon – both written and spoken
describe your products and services, and engage in simple sales conversations with potential customers
You should already be familiar with English (CEF A2 level), and ideally be working in an office or administrative environment.
You will ideally have access to a printer, as many lectures are accompanied by worksheets which are best printed and filled in. These worksheets support the learning in the lectures.
Do you organise in English-language meetings? Take phone calls from English-speaking clients? Need to send English emails? Attend trade fairs where English is spoken?And is English your second language?This course is for non-native English speakers needing frontline skills in:planning meetingspreparing meeting agendas and writing the minutestaking phone calls and messagesgreeting visitors to the companysending English emails about your company, products or servicestalking to clients or potential customers So if you work in administration or sales, and if you have lower-intermediate or intermediate English language skills then this course is for you!I’m a professional, qualified and experienced English trainer with over 9 years’ experience teaching business English to companies and individuals here in Germany. I base my training on many years’ experience working in the public and private sectors in Australia, and believe that learning by doing is the most effective way. In this course you’ll listen, watch, read, write and produce your own meeting Invitations, Agendas, Minutes and more! You’ll hear phone calls, take messages, write about your products and services. And – you’ll have direct contact with me, your teacher, and I’ll work with you every step of the way.By the end of this course you will be a confident and effective communicator in Business English!
Section 1: Introduction to Me And The Course
Lecture 1 Welcome to the Course!
Lecture 2 What is the CEFR and where does this course fit in?
Lecture 3 What does it mean – English for Frontline Staff?
Section 2: Communicating with Customers and Clients
Lecture 4 Greetings and Salutations – Different Ways of Greeting People
Lecture 5 Offering Assistance
Lecture 6 Culture Point: Business English and First Names
Lecture 7 Activity – Starting Out
Section 3: Telephoning Skills for Frontline Staff
Lecture 8 Typical Telephoning Situations and How To Prepare For Them
Lecture 9 Answering the Phone and Directing Calls
Lecture 10 Answering the Phone and Taking Messages
Lecture 11 Dealing with Difficulties – Speed, Volume and Content
Lecture 12 Answering the Phone and Dealing With Problems Or Complaints
Section 4: Arranging Meetings
Lecture 13 Information: Understanding Cultural Differences
Lecture 14 Why Have Meetings?
Lecture 15 Sending Meeting Invitations
Lecture 16 Preparing and Sending Out The Agenda
Lecture 17 Taking The Minutes
Lecture 18 Exercise: Take the Minutes
Section 5: Business Correspondence for Frontline Staff
Lecture 19 Warm Up To Business Writing
Lecture 20 Why Tone Is So Important In Business Writing
Lecture 21 Writing Business Emails – Structuring Your Message
Lecture 22 Why Are You Writing? Defining The Purpose.
Lecture 23 Activity: Formality in Business English Emails
Lecture 24 Responding to Enquiries
Section 6: Sales Conversations for Frontline Staff
Lecture 25 Finding Out A Customer’s Needs
Lecture 26 Suggesting or Recommending A Product
Lecture 27 Describing a Product’s Features
Lecture 28 Explaining a Product’s Usage
Lecture 29 Activity: Handling Customer Dissatisfaction
Section 7: Hotel Conversations for Frontline Staff
Lecture 30 Checking Guests into the Hotel
Lecture 31 Managing Problems in the Hotel
Lecture 32 Checking Guests Out and Handling Payments
Section 8: Wrapping Things Up
Lecture 33 Commonly Used Business Jargon
Lecture 34 Thank You From Me!
Lecture 35 Bonus Lecture: Further English Learning Opportunities with me on Udemy!
This Business English course is for non-native English speakers with a pre-intermediate / intermediate level of English.,This course is probably not for advanced speakers of English, as it covers business topics at an intermediate level.,As this course has sections focused on the differences and similarities between German and English-speaking business cultures, it may not be relevant or interesting to learners outside those contexts.
Udemy | English | 3h 20m | 1.32 GB
Created by: Jacqueline Seidel