HELP DESK ENGLISH (spoken & written communication)

This course is open to all who, via the telephone, assist others with service related problems. If you need to become more fluent and are lost for the right words this is the course for you and for your job! As great emphasis is placed on the experience of the group their own suggestions and contributions of problems and difficult situations is always appreciated!

8 lessons of 3 hours once a week (24 hours) + availability of an advice service during course by ‘phone and email.

Home study should be considered as an integral part of the course and take on average 3-4 hours per week.

Maximum group size: 10

Course contents include:

A review of telephone skills
Memo and email writing for the Help Desk
Conversation building to improve fluency and self confidence
Polite English to make you feel at ease in all situations
Asking about and describing problems
Asking relevant questions
Describing remedies, procedures and operations
Asking for clarification and checking
Recommending and describing alternatives.
Correspondence skills relevant to reporting on problems will further improve email and letter writing skills.

General fluency skills will be enhanced by means of small group discussions of topical issues (often suggested by students) in this way your speed of reaction and self confidence will also be raised. Grammar review included as necessary.