English is the language of business, the language of technology and the arts. It is the most popular international medium of communication. In this age of globalization, it is therefore exceedingly important that organizations nurture their human capital to be able to communicate well in the English language in order for the organization to succeed.
Most of us would have had at least 11 years of education in the English language by the time we finish secondary level education, and yet there are many who are unable to communicate in that language. The aim of this English Language course is not to drum-in English grammar (as done in our schooling days) but rather to focus on workplace situations and useful expressions and phrases to help participants build their confidence to communicate in English. Although the main focus shall be conversational English, some written English exercises shall also be provided to help participants cope with simple note taking and emailing.
Participants should be able to:
1. Communicate effectively in English at the basic level whether face-to-face or on the phone or internet.
2. Be able to take simple messages over the phone
3. Be able to explain about the company and products professionally in English
4. Communicate and build rapport with colleagues, customers and vendors in English
5. Handle difficult situations in English
6. Demonstrate the 7 Basic Communication skills ( Connecting, Encouraging, Questioning, Listening, Empathizing, Confirming and Providing) essential for Excellent Customer Service, in English.
LEARNING FOCUS AND APPROACH
For best results the ideal number of participants should not exceed 20 in any one class. However if the client insists, the numbers can be increased to 25 but at the expense of quality and reduced opportunities for participation in class. This course will focus on English Language functions necessary for the Customer Service oriented company.
Each class/session will last 2 hours. The classes will be highly interactive. There will also be a reading and comprehension as well as listening and quiz segments in each session.
A typical class format is as follows:
1. Introduction to new Chapter or Review of Previous Class ( Dictation and Quiz)
2. Introduction of useful words and phrases in various workplace settings
3. Grammar reinforcement
4. Pairing exercises/Drills /Role Plays/Video learning
5. Reading and comprehension
1. Placement/Diagnostic Test (Written & Listening)
2. Introductions (Self and Company)
3. Making Small Talk to build rapport with collegues, customers and vendors
4. Communicating in English in various workplace settings (Face-to-face, over the phone and emails)
5. Practice in The 7 Communication Skills for Excellent Customer Service
6. Note-taking, Reading and Comprehension, Essential Vocabulary and useful phrases drill
TRAINER PROFILE - HANIFFAH MARIATI
HaniffahMariati Mohamed hasalmost 35 years of training experience and wide exposure fromworking with the Media, Academia, a Non-Governmental Organization, a multi-national organization, a Management and Consulting firm and finally as a freelance trainer and consultant. Her forte is in training and development and language training.
Haniffah has been a fulltime freelance trainer and consultant from 2006 until to date. Clients vary from Government Agencies to GLC’s and Multi-national Organizations. The main areas she trains in include Communication Skills, English Language, Customer Service, Interpersonal Skills, Presentation Skills, Executive Development and Leadership Development.
Some English Language teaching programs she has undertaken include those for PETRONAS Leadership Centre (PLC), Institute Jantung Negara (IJN), Syarikat Perumahan Malaysia Berhad (SPMB), Syarikat Percetakan Negara Bhd (SPNB) and ProEightSdnBhd to name a few. At PLC she taught English to new recruits from Iraq who joined a Petronas subsidiary with minimal knowledge of English and also to staff of a Petronas Japanese business partner, JAPEX who were assigned to work in Iraq. This involved using a language teaching software (DynEd). She also designed, developed and delivered the programs for all the other clients with a team of English language specialists.
Current clients include Technology Park Malaysia, Malaysian Automotive Institute, Syarikat Perumahan Malaysia Bhd, Institute Jantung Negara (IJN), ProEight (Offshore Engineering firm) to name a few.
Haniffah is also a Certified Trainer in Integrative Management (DDI), Frontline Leadership (Zenger Miller) and holds a Certificate in Training Practice (CTP), from the Chartered Institute for Personnel Development (CIPD-UK). She has trained in Japan, Singa¬pore, Thailand, Brunei and Indonesia not to mention the various states in East and West Malaysia. She received initial training in Japanese Studies at the Tokyo University of Foreign Studies on the “Mombusho” Japanese Government Scholarship. She was employed by NHK Japan as a part-time announcer for the International Division (Radio Japan) for 8 years. She also taught English part-time to Japanese working adults at the International Business School (IBS) in Roppongi, Tokyo for 2 years.Haniffahserved TV3 for 10 years, 9 years of which was in the Human Resource Department. She set up the training unit and headed training in TV3 before being tasked to set-up Akademi TV3 a 100% owned TV3 subsidiary. She was made the first Principal of the academy and where she served for 2 years. Her passion for training and development compelled her to embark as a freelance trainer.
The wide exposure in various fields and industries both locally and abroad plus her specialization in learning and development not to mention her passion for training are of enormous value to any assignment Haniffah takes up, especially towards helping people learn and perform.