• Communicate verbally and through the telephone clearly and effectively
• Prepare and write a letter, memo, report and e-mail with clarity
• Develop an organized structure ranging from introduction to conclusion and set objectives for the said writing
• Avoid known and common grammatical errors and tenses
• Adopt the appropriate English Language structure and professional usage for the various types of business writing

Module 1 - Asking For And Giving Permission

• Understanding and using polite forms in asking for and giving permission
• Understanding and expressing the use of the affirmative and negative when responding to requests for permission
• Understanding written responses to formal and informal requests for permission
• Writing responses to requests for permission

Module 2 - Making And Accepting Apologies

• Identifying expressions of apology
• Using correct social expressions in making, accepting and rejecting apologies
• Reading and responding to letters of apology
• Writing letters of apology and response to letter of apology

Module 3 - Mind Your Grammar

• Similar sounding words and pronunciation
• Active vs. Passive Voice
• Adjective & Adverb
• Learn how and when to use comparative adjectives and adverbs
• Conjunction & Tenses
• Avoid confusion on when to use ‘s’ in singular and plural form
• Distinguish the use of various verb tenses
• Common errors

Module 4 - Update Your Vocabulary

• Often misused and misspelled words in business
• Prepositions with other words
• Using the right words at the right time

Module 5 - Writing Letters

• Basic letter writing - Importance of tone in writing
• Components of a letter
• Avoid negative phrases
• Organize message in proper format
• Never beat around the bush : go straight to the point

Module 6 - Writing Emails / Memos

• Identify your aims
• Establish relevant facts
• Recognizing the recipient
• Getting the right response from readers
• Netiquette : email etiquette
• Format: is there one?

Module 7 - Speaking English With Accuracy

• Overcome FEAR
• Motivate to speak with confidence
• Recognizing the significance of the language
• Build and hang on to your confidence
• The ‘must-avoid’ pitfalls in communication

Module 8 - Handling Complaints

• Making and writing a verbal complaint
• Handling oral or written complaints
• Rephrasing words and sentences that do not offend
• Directing to the right person

Module 9 - English Conversation At The Workplace

• What to say in conversation starters
• How to maintain a great conversation
• How to end a conversation tactfully
• Asking and giving direction to destinations
• Describing products and services

Module 10 -  ‘Body Language’ (brief session)

• S.M.I.L.E.
• Dress to kill -‘First Impression’
• Eye contact & hand shake
• Walk, stand and sit right
• Posture practice

Module 11 - Telephone The Right Way

• Receiving and making calls professionally
• How to sound confident on the phone
• Engaging with the right tone
• Everyday situations
• Role play

Module 12 - Thanking Someone And Responding

• How and when to thank someone?
• KISS principle
• Oral vs Written

This course is suitable for staff who intend to improve on verbal and written business communication, writing memos, e-mails, letters and reports. It caters to all levels within an organization

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.