Introduction

As a follow up to the introductory programme, “Understanding and Being Understood” (although it is not necessary to have taken part in the introductory programme to participate), this programme aims to improve the English language skills that the participants already have and put them to use in realistic contexts that have a bearing on how well they carry out their work. There is also an element of English grammar and vocabulary, but this is strictly limited to the language that is needed in each situation.

The programme

The programme is modular rather than linear, so it will be possible for participants to dip into the programme; but the intention is that the programme only covers essential elements of communication in a business context, so this should be kept to a minimum.

The modules

The following is a summary of the essential elements that are included in each module. Each module is composed of input of the target language, using a recording of native speakers in an authentic workplace scenario, followed by a series of discovery exercises focusing on pronunciation, spelling etc. Each session concludes with output from the participants in the form of role play and situational activities giving the participants supervised practice of the input language.

Social English

The importance of good social English cannot be overstated in a business context, and this is especially true in the hospitality industry. We only ever have one opportunity to make a first impression, so it is essential to get it right first time.

• Introductions - hello and goodbye
• Showing interest
• Making a personal comment
• Thinking time and turn-taking
• Requests
• Offering help
• Saying ‘Yes.’ - Saying ‘No.’
• Disagreeing
• Practice activities

Telephoning

When speaking with colleagues and clients in person, we use a wide variety of facial expressions and body language to avoid misunderstandings. On the telephone, however, we are denied these tools so the language we use needs to be much more carefully constructed.

• Leaving a message
• Exchanging information
• Arranging a meeting
• Practice activities

Job Interviews

Attending a job interview can be a nerve wracking experience for a native speaker, but being grilled in a foreign language can increase the anxiety even further. Add to this the cultural differences, and it is small wonder that non-native speakers under perform time and again in this most important situation.

• Your CV
• Job interview
• Covering letter
• Difficult questions
• Practice activities

Discussions and Meetings

If you have ever left a meeting full of ideas that you wish you had thought of during the meeting, imagine sitting in a meeting having great ideas without the confidence in your language skills to express them in a room full of your peers.

• Giving and asking for opinions
• Developing an argument
• Agreeing and disagreeing
• Developing a complex argument
• Making suggestions
• Checking understanding
• Diplomatic language
• Practice activities

Business Correspondence

Opportunities to speak, read and listen to English surround the non-native speaker in a work environment, and very often it is possible to learn by trial and error. In addition, when you speak to somebody, there are also opportunities to check that your intended message has been understood correctly. In written correspondence, however, the vocabulary and structures are very different, opportunities for practice are very limited, and there is no margin for error. Of all the language skills, writing is the most difficult to learn, and the one which causes most anxiety.

• An introduction to business correspondence
• The style of written English
• Types of business document
• Practice activities

Business Reports

Reports have a language and grammar of their own; there is a need for brevity while including all relevant information. Professionals from non-Anglo Saxon cultures often have a tendency to bury the essential message in too much language.

• An introduction to report writing
• Linking words and paragraph structure
• The style of business reports
• Figures and graphs
• Practice activities

Presentations

A conversation with only one speaker, the presentation is a style of speaking that needs to be learnt, practised and rehearsed by the most competent native speaker.

• An introduction to presentations
• Signposts
• Using your voice
• Dealing with questions
• Persuasion
• Presenting a project
• Presenting a process
• Describing trends
• Practice activities

Company, Products and Customer Relations

In customer relations, you are speaking for the entire organisation, and what you say and how you say it will affect the customer’s relationship with your company.

• Your company and job
• Dealing with complaints
• Image, quality, value
• Apologize, explain and offer
• Practice activities

Negotiations

Negotiations are not limited to sales. We spend a great deal of our time at work negotiating; who does which task, getting time off, asking for a pay rise; the list is surprisingly long.

• An introduction to negotiating
• Opening the negotiation
• Bargaining and closing
• Tentative language
• Negotiating tactics
• Checking understanding and summarizing
• The negotiating process
• Practice activities