EFFECTIVE ENGLISH SPEAKING AND EMAIL WRITING

SKILLS AT WORK (2 DAYS)

By Ms. Carol Chiam
20 & 21 February 2019, 9:00 am to 5:00 pm
Kuala Lumpur

OVERVIEW:
Effective English speaking and email writing skills are important abilities that
every employee needs to have these days.
Every business organisation recognises the importance of the above needs
for accomplishing its goals and objectives .

Many people shun from speaking and sending emails in English due to poor
grammar and fear of making mistakes.
This course helps to improve English proficiency as well as writing emails
effectively and confidently.

The ability to speak English confidently and write emails effectively will win
customers, old and new. Peers and colleagues are able to interact in English
without fear with the improved skills.

COURSE OBJECTIVES:
 To speak English fluently and write emails effectively
 To correct common grammatical errors in everyday conversation and
emails
 To secure better understanding from both customers and staff
 To communicate with staff and customers with confidence

LEARNING BENEFITS:
 Able to speak English and write emails with confidence
 Able to rid common errors in speaking and email writing
 Able to interact more in English
 Able to improve English grammar
 Raise ability to achieve company's objectives

FOR WHOM:
Clerks, Executives & Managers

METHODOLOGY
 Interactive lectures with individual and team activities
 Full participation is required.
  Power point presentation with flip charts and white boards

DURATION
14 Hours, 2 Days.

COURSE OUTLINES :-

1. OVERCOMING BARRIERS IN SPEAKING ENGLISH

a. Attitude Problem
b. Environmental Factors
c. Understanding Power
d. Learned Helplessness.

2. CORRECTING COMMON ERRORS IN CONVERSATION

a. Office Meetings & Gatherings
b. Interaction With Customers
c. Dealing With Complaints

3. ESSENCE OF CORRECT GRAMMAR IN COMMUNICATION

a. Tenses
b. Subject & Verb Agreement
c. Plural & Singular
d. Pronouns: Subjective, Objective & Possessive
e. Articles: a, an, the.
f. Conjunction & Preposition

4. IMPRESSIVE TELEPHONING WITH BETTER ENGLISH

a. Answering Calls Professionally
b. Asking Intelligently

5. EXPRESS WITH CONFIDENCE

a. Giving instructions
b. Inviting guests to functions
c. Addressing good news
d. Responding to sad news
e. Apologising
f. Making suggestions
g. Objections
h. Offering & Asking For Help

6. ESSENCE OF EMAIL GUIDELINES

a. Dos & Don'ts
b. Make use of Netiquette for proper email writing
c. Learn how to write effective emails

7. USING THE RIGHT LANGUAGE FOR EMAIL WRITING

a. Everyday Vocabulary For Easy Understanding
 b. Keep It Short & Simple (KISS)
c. Limit Use Of Abbreviation & Jargons

8. INTERESTING SUBJECT LINE

a. Attract Attention Of Reader With 30 Second Influencer
b. Retain Reader For A Longer Time

9. AUDIENCE & FORMAT

a. Applying "WH" Questions: Who, What, When & How
b. Deciding on Formal or Informal Format To Use

10.EFFECTIVE COMPOSITION & STYLE

a. Impress With Creative Words
b. Convey Message With Relevant Facts Clearly
c. Paragraph Power To Retain Reader
d. Pick The Right Theme
e. A.I.D.A. Concept

11.ELECTING A READER FRIENDLY STRUCTURE

a. Right Fonts
b. Interesting Heading & Sub Headings
c. Numbering with bullet points
d. Limit use of capital letters

12.DISCUSSION

Trainer's Profile
Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker,
customer service & sales expert and an author of several quality books. (Customer Service
Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking &
Presentation Skills, Business English Communication, Guide To Telemarketing, Stress
Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She
had worked in many leading public listed and multinational companies . During her exposure, she
has acquired no less than 18 years experience in training and development of employees and
agents .She had worked in many industries including Banking, Insurance, Investment,
Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management
& Business English Communication not only made her a successful sales achiever but also an
excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in
many fields and her professional qualifications have given her an extra edge in writing several
comprehensive books to share her knowledge. Her books include 8 personal development books
and 2 real life story books. Furthermore, she is also a much sought after and successful English
Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies ,
manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on
People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication
Skills, Public Speaking & Presentation Skills, Business English Communication , English
Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and
Personal Development For Executives and Managers. Her participants included those from large
Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas,
FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities,
etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers
training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to
communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most
important criteria for any success. She strongly endorses the “ keep learning” habit for personal
development.

“Knowledge is no power but Application is“

Course Fee
Early Bird for training in KL : ( Book Before 7 February 2019 )
1 person or more ~ RM 1280 / person
Standard
1 person ~ RM 1380 / person
2 persons or more ~ RM 1280 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)