Improved English Communication for Front Line Staff


Course introduction

Singapore is a Global City, in a Global economy, in which the ability to communicate well in English is key.

The “Singlish” we know and love to use at home may unknowingly cause misunderstandings at work. Front line staff may give customers or clients the impression that they are rude, pushy, or unhelpful, due to language-based misunderstandings.  Phrasing, tone, and other factors can all play a part.  Let’s learn how to communicate better!

Most of this course will focus on spoken English, in person and on the telephone, but there will also be a section on email writing on the second day.

Course Benefits

Upon completion of this workshop, participants will be able to;

  • Greet and converse with customers and clients, and identify their needs, in a friendly, approachable, and professional manner, in spoken and written English.
  • Identify key differences between Singlish and Standard English.
  • Continue to improve their English going forward.

Target Audience

All Front line staff who wish to improve the way they communicate in English. 

Course Outline

  • Why are we here? Desired outcomes. What is Singlish?
  • Identifying common communication issues
  • The importance of phrasing and tone
  • Solution 1: Eliminating non-English words
  • Solution 2: “You want or not?”, and other Singlish phrases to avoid, and what to say instead!
  • Solution 3: Building a Phrase Bank
  • Solution 4: Basic Grammar – you can’t build a house without a solid foundation (Part 1)
  • Practise, Practise, Practise!
  • First Contact: Simple ways to make a better first impression
  • Solution 4: Basic Grammar – you can’t build a house without a solid foundation (Part 2)
  • Practise, Practise, Practise!
  • Focus on better email writing
  • Review & tips to keep improving

Available Course Sessions

Please click here to stay updated on upcoming sessions.

Trainer Profile

Andrew Mckay

Andrew Mckay is an associate training consultant with the Management Development & Consultancy arm of MDIS.

As an English teacher, Andrew has over a decade of experience, in 3 countries – South Korea, Australia, and most recently Singapore. His experience includes training English teachers from China, teaching general English to large and small classes of mixed ages and nationalities, and giving private lessons for foreign businesspeople in Singapore. He has taught students from Japan, China, South Korea, Germany, Italy, Brazil, Indonesia, The Philippines, Mongolia, and other countries.

• 2009 - 2012: Andrew Mckay started his own company in 2009 and now teaches privately and on a consultancy basis.
• 2005 - 2009: Andrew taught English in Singapore for Ascend Education and Tyndale Education Group, and in Australia for GEOS Gold Coast.
• 2000 - 2004: Andrew taught general English to children at Kid's College (Il-San) and general & business English to adults at Jung Chul Interlab (Gangnam), Seoul, South Korea.

Andrew Mckay holds a Cambridge CELTA (Certificate in English Language Teaching to Adults), from the Tasmanian College of English (Australia). He also holds a Bachelor degree from the University of Tasmania.