Better Grammar, Better English & Greater Success by Sri Devi Panchacharam
Date: 21 & 22 June 2018 (Thursday & Friday)
Time: 9:00am to 5:00pm
Venue: Sunway Putra Hotel Kuala Lumpur
Introduction:
A study conducted by The Star newspaper in 2010 shows that employers in Malaysia find that verbal and written communication skills (especially in English) is the top most important proficiency which is expected. More and more organisations are beginning to realise the importance of communicating well in English as customers are nowadays buying with their hearts. They like listening to well-spoken language and outstanding customer service and it is a fact that the business world today is all about “experience-economy”.

Most of us do realise that customer service is of supreme importance. But do we really understand, that it relates directly to the company’s bottom-line?  We live in a world of instant-connectivity. It is not uncommon to see posts in Facebook or Tweets which expresses grave dissatisfaction to services received by a certain company, and suddenly, its big news! Before you know it, the potential revenue loss due to this can skyrocket beyond control.

In today’s competitive business world, the primary differentiation between one company and another is service. Participants who attend this workshop will be coached to become use better customer service language (in English) and will also be able to appreciate the importance of good writing skills. These skills, once mastered, is an effective tool which helps organisations increase the quality of customer service and creates solid professional relationships.   
Objectives:
Upon completion of this training programme, participants will be able to:

• Gather an understanding on basic communication skills in English and that it is of paramount importance
• Continuously strive to improve and perfect their vocal intentions to sound positive, convincing and professional
• Enhance their verbal and non-verbal communication skills
• Choose positive words
• Eliminate the usage of negative phrases and filler sounds
• Improve at basic grammar
• Conquer the fear of constructing a flawless sentence in English
• Design their own scripts which promote high levels of ownership
• Understand the elements involved in a face to face communication
• Identify what affects listening, and why most people are so bad at it!
• Take pride of their supremely important responsibility in the front-line
• Appreciate the attributes of customer service excellence
Program Content:
Session 1: The Role of English in the Corporate World
• Recent Statistics on People’s Habits
• The Expectations of People Today
• Group Brainstorming Session: The Role of English in Your Job & The Challenges Faced
• De-Brief: Your Role & Responsibility in Understanding the Change In People’s Expectation and Managing Them
• Why Do You Need To Speak English: The Global Village
• K-S-C-C: Attributes of a Confident Customer Service Personnel
• Grammar: Do We Know All We Need to Know?
• Common Misunderstandings: Is/Are, Has/Have, Was/Were
• Grammar Quiz for Adults
• De-brief: Learning Points
• Constructing a Simple Sentence in English
• Role Play: Common Questions Asked in the Corporate World
• The Most Obvious ‘Malaysian’ Mistakes

Session 2: Communicating in English Starts with Listening
• The Communication Cycle
• It is Not Always About “What You Know” but “How You Say It”
• Group Activity: Common Areas of Miscommunication When Delivering Information to Customers
• De-Brief: How Could We Prevent Miscommunication with a Few Simple Steps
• Passive vs Active Listening
• Queens English Won’t Work if We Don’t Listen: The Value of Listening
• Communication Whispers Activity: If You Think You Can Listen, Try This!
• Why We Don’t Listen Well- In the Telephone & In Person
• Paraphrasing: Secret to Ensuring You Do Not Miss Out Vital Information
• The Mehrabian Communication Chart
• Demonstration: It is Not Always About the Words
• Role Play: Communicating using the Right Words, Voice & Body Language

Session 3: Perfecting the Business English Language
• Power Business Greetings, Ps & Qs
• How we Unintentionally Create Complaint Situations
• Activity: Find the Poison Ivy
• Positive Words & Phrases
• Role Play: Usage of Positive & Professional Language

Session 4: Tying it All Together
• Individual Learning Points
• Dealing with Complaint Situations and Speaking Confidently
• The Right Language to Use When Facing a Dissatisfied Person
• Learning Via Video Replay & Feedback
• Self-Correcting Mechanism: Ensuring Sentences are Well Constructed
• Experience & Learn From Live Sessions

Methodology:
• Classroom Lecturettes
• Open Talk Session
• Stand-Up Discussions
• Pre & Post Training Tests
• Group Brainstorming Activities
• Simple Grammar Exercises for Adults
• Energisers
• Individual Quiz
• Case Study
• Pop Quiz
• Mock Phone Calls
• Role Plays: A Flawless Conversation in English
Who Must Attend:
All Employees
Investment Fees:
RM1,888.00 + 0.00% GST per participant (Standard Fee)
RM1,588.00 + 0.00% GST per participant (Early Bird Fee, register by 11 June 2018)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (44KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)