Institute of Management - English For Customer Service

Workplace Communication Skills - Suite of Courses

COURSE DURATION

Each unit takes 1 and 1/2 hours, so to complete the whole suite of courses would be 34 hours of online tuition.

COURSE OBJECTIVE

This suite of spoken and written courses is designed for students studying business English programs and employees working in English-speaking environments.

The workplace communication courses develop advanced English skills for the workplace and provide a rich multimedia learning environment that presents language in real contexts via video, audio, animation and interactive tasks.

Participants will learn and practise all the language skills required to provide quality customer service, to negotiate confidently, communicate clearly and to produce clear, accurate written material.

LEARNING OUTCOMES

  1. Develop spoken communication skills for effective interactions with clients, peers and management.
  2. Develop the knowledge and communication skills to negotiate effectively and solve problems in the workplace.
  3. Develop pronunciation skills to communicate clearly and effectively in the workplace.
  4. Acquire skills to write clearer and more effective workplace correspondence.
  5. Learn the grammar needed to improve accuracy in key written workplace communications.

BENEFITS

TOPICS

Course Name: Customer Service - 4 units

This course focuses on spoken communication skills and will teach participants how to give courteous and efficient service on the phone and at reception and how to deal politely and constructively with customer complaints.

Develop spoken communication skills for external client interactions.

You watch three video interactions, analyse the language elements and other spoken communication essentials such as voice quality, stress and intonation and then build your own skills using a range of dynamic tools.

In the Customer Service course, you learn to:

Course Name: Negotiating and Problem Solving - 3 units

Spoken skills for internal workplace communication are developed over three units in this course. It focuses on strategies and language skills for negotiating in the workplace and how to raise problems for discussion in meetings. The negotiation strategies you practise will be applicable in numerous workplace contexts.

Develop the knowledge and skills to negotiate effectively in the workplace.

You watch three video interactions, analyse the language elements and other spoken communication essentials such as voice quality, stress and intonation. You then build your own skills using a range of dynamic tools and background readings. You will have ample opportunity to practise and gain confidence in English.

In Negotiating and Problem Solving you learn to:

Course Name: Pronunciation at Work - 6 units

This course develops the pronunciation skills you need to communicate clearly and effectively in the workplace.

Increase the clarity of your speech

Through video and listening tasks you will learn, understand and practise the sounds, linking, stress and intonation of English in the following workplace contexts:

Course Name: Writing for Work - 8 units

This course offers a range of activity types and explanations of formal and informal written correspondence. Writing for Work teaches the skills to write workplace texts, ranging from notes and memos to letters and reports.

Write clearer and more effective communication for the workplace

You will gain the confidence to plan, construct and create:

Course Name: The Grammar You Need - 13 units

This course explores common grammatical structures and how they are used in a range of workplace texts. Learners can improve their understanding of grammar to eliminate the mistakes they make in written communication.

Improve your accuracy in written workplace communications

This course provides the grammar you need to write effectively in the workplace. You will learn to be accurate and acquire practical, useful grammatical structures:

You can then apply the grammar principles you've learnt to your own workplace texts. You are encouraged to keep a portfolio of your work for future reference and support.

(See discount at Checkout)
 
Items in cart: 0