Courses in Hong Kong

[M065] Professional Written Replies to Complaints Workshop

This one-day workshop is designed to: help participants understand the language of effective replies help participants realize the value of clear terms and phrases help participants empathize with the client’s needs help participants meet and exceed those needs empower participants with boosted confidence! Course Content   ★ Which language should I use? talk about empathizing discuss the ‘you’ orientation share real-life experiences ★ What phrases are most reader-friendly? talk about unbiased language discuss proactive phrases share future v past orientation strategies ★ Which words and phrases should I avoid? talk about negative words discuss how to replace them share an ‘action-oriented’ approach ★ Can I analyze some real-life samples? talk about common mistakes discuss how customers feel share best model answers ★ Is there a template for answering complaints? talk about 2 kinds of complaints discuss a 6 step process share best practice words/phrases ★ Can I do some writing practice? talk about 3 authentic complaints discuss writing strategies share model answers ★ What’s Hong Kong English? talk about the characteristics discuss vocabulary issues share real life examples ★ How I can enhance my language awareness? talk about old vs new language discuss writing concisely share examples ★ What’s the right tone to use? talk about emotional words discuss positive language share the value of relationship building Speaker: Mr. MATTHEW PAINE, M.Ed (TESOL) - ENGLISH TEACHING PROFESSIONAL Matthew is a corporate Business English trainer based in Hong Kong. He develops, facilitates and leads customized in-house corporate communication English programs for MNCs . Earned Masters Degree in TESOL (Teaching English as a Second Language) at Merit Level from Oxford Brookes University, England in December 2010 21 years’ experience in the ESL teaching profession. Matthew creates fast-paced training; the only constant is changing perspectives.  He has a very distinct training style; open, supportive and performance based.  He encourages participants to be flexible and innovative and to take risks.  He also creates a positive, proactive learning space which boosts participants’ confidence and performance. More Details Download promotion leaflet

Remarks: Course Time :09:30 - 17:30 No Group discount. HKQAA reserves the right to cancel the course, change the trainer, content, date, time and / or venue as necessary. Please read the terms and conditions at the bottom of this page before enrolment.