香港課程
[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
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備注: 課程時間 :上午9時30分 - 下午5時30分
此課程不適用於團體優惠。
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.
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