Introduction to Me And The Course
- Welcome to the Course!
- What is the CEFR and where does this course fit in?
- What does it mean - English for Frontline Staff?
Communicating with Customers and Clients
- Greetings and Salutations - Different Ways of Greeting People
- Offering Assistance
- Culture Point: Business English and First Names
- Activity - Starting Out
Telephoning Skills for Frontline Staff
- Typical Telephoning Situations and How To Prepare For Them
- Answering the Phone and Directing Calls
- Answering the Phone and Taking Messages
- Dealing with Difficulties - Speed, Volume and Content
- Answering the Phone and Dealing With Problems Or Complaints
Arranging Meetings
- Information: Understanding Cultural Differences
- Why Have Meetings?
- Sending Meeting Invitations
- Preparing and Sending Out The Agenda
- Taking The Minutes
- Exercise: Take the Minutes
Business Correspondence for Frontline Staff
- Warm Up To Business Writing
- Why Tone Is So Important In Business Writing
- Writing Business Emails - Structuring Your Message
- Why Are You Writing? Defining The Purpose.
- Activity: Formality in Business English Emails
- Responding to Enquiries
Sales Conversations for Frontline Staff
- Finding Out A Customer's Needs
- Suggesting or Recommending A Product
- Describing a Product's Features
- Explaining a Product's Usage
- Activity: Handling Customer Dissatisfaction
Hotel Conversations for Frontline Staff
- Checking Guests into the Hotel
- Managing Problems in the Hotel
- Checking Guests Out and Handling Payments
Wrapping Things Up
- Commonly Used Business Jargon
- Thank You From Me!
- Bonus Lecture: Further English Learning Opportunities with me on Udemy!
