Learn From The Best

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“

Improving Spoken English & Business Writing Skills
“Unleashing Our Best Performance With English Proficiency”

20 - 21 May 2021

Introduction

Chart your future with excellent spoken English and business writing skills.


English is the pathway for work and business success. This global language enhances our abilities to advance in our career and education. 

One cannot imagine how to further our higher education without English. Our career advancement depends very much on our competence on how to master the language so that we can communicate effectively both at work and business.


The language is no doubt the second language for many people but cannot be treated as such due to the great importance of it on our career advancement and our urge for more education and knowledge. 


Our next level of success depends very much on this global language.

Business organisations take all efforts to train their employees to master the language proficiency for work and business excellence.


Unleash our best performance with English proficiency!


This course helps participants to master the essential spoken English and Business Writing skills for work and business excellence.


The training also enhances the understanding and application of grammar rules, right vocabulary and correct sentence construction in our daily English communication whether spoken or written.


Participants will become more confident in using the language proficiently.


COURSE OBJECTIVES:

  • To master the essential spoken English and business writing skills

  • To correct common grammatical errors in everyday conversation and writing

  • To secure better understanding from both customers ,bosses and staff

  • To communicate with staff and customers with confidence and effectively

  • To achieve company’s goals and objectives

Program Outlines

1.  LOVE THE LANGUAGE

A. Develop Passion For English

B. Attitude Makes A Lot Of Difference

C. Practice Makes Perfect : Read, Listen,Speak & Write

D. More Listening to English Speakers,Music And Movies



2.  CORRECTING COMMON ENGLISH ERRORS

A. Wrong Vocabulary

B. Incorrect Sentence Construction

C. Confusion In Grammar

D. Uncertainty In Pronunciation

E. Inappropriate Format Used In Business Writing



3. OVERCOMING THE GRAMMAR HURDLE

a. Tenses: Present, Past, Perfect & Future

b. Subject & Verb Agreement

c. Plural & Singular

e . Pronouns : Subjective, Objective & Possessive

f. Articles : a, an, the .

g. Conjunction & Preposition

h. Important Adjectives & Adverbs



4  SPEAKING ENGLISH CORRECTLY

a.  Making & Replying To Enquiries

b.  Making Appointments

c.  Giving Instructions Convincingly

d. Apologising Sincerely

e. Giving Suggestions Intelligently

f. Expressing Your Disagreement Without Offending

g. Offering & Asking For Help

h. Making & Replying To Complaints



5.  IMPRESSIVE ENGLISH TELEPHONE PHRASES

A. Social Greetings

B. Answering Calls Professionally : External and internal calls

C. Asking Questions Intelligently : Enquiries & for requesting more information

D. Thanking Callers And Customers Warmly With The Right Phrases



6.  POWERFUL WORDS & PHRASES FOR CONNECTING WITH CUSTOMERS

A. Learning Important Customer Service Words & Phrases

B. Words That Should Be Avoided When Communicating With Customers

C. Reply To Enquiries Confidently

D. Addressing Complaints Smartly

E. Thanking Customers



7.  CONDUCTING OFFICE MEETINGS WITH CONFIDENCE

A.  Common vocabulary in office meetings

B.  Office discussions: opening and closing phrases

C.  How to invite suggestions ?

D.  How to thank those present and contributions in discussions



8.  RESPONDING TO EMOTIONS AND FEELINGS

A. Words used to pacify emotional people

B. Say some good words when responding to bad news

C. Share people’s joy with congratulatory words



9.  BUSINESS WRITING TIPS

A. Application of right format : Formal & Informal Letters

B. Right grammar and vocabulary in writing

C. Keep it short and easy concept

D. Importance Of simple English

E. Limiting use of abbreviaion



10. EFFECTIVE ENGLISH LETTER AND EMAIL WRITING

A.  Using The Right Format : Formal and Informal

B.  Dos & Don’ts

C.  Securing Fast Response With Some Writing Tips: Beginning & Concluding

D.  30 Sec Influencer & Paragraph Power To Capture Attention Of Reader



11. WRITING WINNING ENGLISH REPORTS FOR FAST ACCEPTANCE

A.  Formatting

B.  Right Grammar

C.  Words To Avoid

D.  Making Your Reports Stand Out



12. BUSINESS ENGLISH VERSUS PLAIN ENGLISH

A.  Business English Gives A Competitive Edge

B.  Build Rapport With : Could you please, Would you please , Would appreciate



13.  IMPORTANT ENGLISH VOCABULARY FOR CHALLENGING

SITUATIONS

A.  Marketing & Sales

B.  Customer Service

C.  Engaging Employees



14.  DISCUSSION

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Who Should Attend

  • Executives & Managers

  • Non Executives with great desire to improve their English skills

  • Level of understanding : Intermediate

Methology

  • Full participation is required.

  • Interactive Lectures with Role Plays, Writing Exercises and Team Activities

  • Power Point Presentation With Flip Charts And White Boards

After Attending, You Will Return To Your Job

  • Able to communicate in English effectively

  • Knowing how to avoid common errors in English communication

  • Raising confidence in both speaking and writing fluently

  • Enhancing ability to achieve company’s goals and objectives

  • Helping to unleash the best with English proficiency

Course Fees

Normal Fee ~ RM 1425 / person

Group Discount (for 3 or more participants) ~ RM 1275 / person

(Incl. 6% Service Tax)