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Communication Skills Workshop (Bottom up & Top down) (1 day)
January 23, 2025
Objectives
To enhance the English communication skills of frontline and backend staff, enabling them to interact more effectively with guests and colleagues, thereby improving guest satisfaction and operational efficiency.
Target Audience
The target audience for this Basic English Communication Skills Training is the frontline and backend staff of the UOA Hospitality group. This includes individuals who directly interact with guests, such as:
- Front desk agents
- Concierge staff
- Housekeeping staff
- Food and beverage servers
- Bartenders / Baristas
- Frontline security
Essentially, anyone who has regular face-to-face or phone interactions with guests would benefit from this training.
Learning Outcomes
- Improve basic English language skills: To enhance participants’ ability to speak, understand, read, and write in English.
- Develop effective communication techniques: To train participants to communicate clearly and confidently in English.
- Enhance listening skills: To improve participants’ ability to listen and understand spoken English.
- Build vocabulary and grammar: To expand participants’ English vocabulary and improve their understanding of basic grammar.
- Practice common hospitality phrases: To familiarize participants with common phrases and expressions used in the hospitality industry.
Course Outline
Morning Session (9:00 AM – 12:00 PM)
Module 1: Introduction to Basic English Communication
- Importance of English communication in hospitality
- Basic English language skills (speaking, listening, reading, writing)
- Common challenges and how to overcome them
Module 2: Building Vocabulary and Grammar
- Essential vocabulary for hospitality staff
- Basic grammar rules (sentence structure, verb tenses, etc.)
- Practice exercises to reinforce learning
Afternoon Session (1:00 PM – 4:00 PM)
Module 3: Effective Communication Techniques
- Speaking clearly and confidently
- Active listening skills
- Asking and answering questions effectively
- Role-playing common scenarios
Module 4: Common Hospitality Phrases and Expressions
- Greeting guests and making small talk
- Handling guest inquiries and requests
- Providing directions and information
- Dealing with complaints and difficult situations
Training Methodology
- Lectures and presentations
- Role-playing exercises
- Group discussions
- Practice exercises
- Q&A sessions
Evaluation
- Pre- and post-training assessments
- Participant feedback forms
- Trainer observation and evaluation
Note
- The training can be customized to address specific needs and challenges of the UOA Hospitality group.
- Hands-on exercises and simulations can be incorporated to enhance practical skills.
- Continuous feedback and coaching can be provided to reinforce learning and improve performance.
By the end of this training, participants will be equipped with the necessary English communication skills to effectively interact with guests and colleagues, leading to improved guest satisfaction and operational efficiency.
PRICING:
RM 1,000.00 Per Person (HRD Corp Claimable Course) + 8% SST
Kindly scan or click on the link below for your
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
UOA Corporate Tower, Lobby A, Avenue 10, The Vertical
Bangsar South City, No 8 Jalan Kerinchi
59200 Kuala Lumpur, Malaysia.
Tel: 6019 225 0942 / 6016 806 1760 / 6016 241 3517
Email: register@uoa-academy.com
Cancellation & Transfer
Please note that should this registration be cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.
Disclaimer: UOA Academy reserves the right to make changes to the venue, date, and speaker,
including cancellation of the workshop if warranted by circumstances beyond its control.
