Tag Archives: english training courses

How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?

Are your bar and restaurant servers the hospitality professionals your international guests expect them to be?

product knowledge 1 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?Knowledge is power and, for Thailand’s hotels, restaurants and bars, Hospitality English Language Training combined with English product knowledge training can mean more profits. The problem is most Thai servers don’t have the Hospitality English Language skills or English product knowledge required to make informed recommendations to your international guests.

Having the ability to explain, in English, which ingredients are in a menu item, how the item is prepared and served, and which menu items ‘pair’ well together can allow your bar and restaurant servers to use different techniques and methods to  make  up-selling suggestions to  your international guests.

Suggesting extras such as salad with a steak, a carafe of wine instead of a glass or premium spirit brands instead of regular spirit brands not only builds your check averages but also improves the perception of your restaurant’s service delivery.  Guest feel taken care of when employees suggest items that enhance their dining experience.product knowledge 3 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?

It has always been essential for Thailand’s bartenders and servers to be knowledgeable about the products they offer however, they cannot ‘Up-sell’, when they do not have the Hospitality English Language product knowledge they need to suggest your food and drink items to your international guests.

Today, it is important for your bar and restaurant Servers to understand how both food and drink menu items are served as the guest who wants to know how a dish is prepared, or what’s in a certain Thai curry, is just as likely to ask where a single malt Scotch is from, how a cocktail is made, or what the difference is between a Cappuccino and a Café au Lait.

“We don’t have time and our employees don’t need English product knowledge Training”

Other Thai hospitality businesses feel outsourcing English product training is an unnecessary cost as they already have a Human Resource Department or a Food and Beverage Manager who can speak some English. However, just because the Learning and Development Officer and F & B Manager can speak a little bit of English or is an expert at product knowledge it, doesn’t necessarily mean they have the skills to teach employees the effective  English language they need to successful ‘suggest and upsell’ to international guests.  Two different skill sets are required.

product knowledge 2 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?Employee attitude to the ‘typical’ boring TEFL English lessons is usually the final reason why Thailand’s hospitality employers avoid investing in English Language training.   However with a bespoke ETC ‘Confidence in English’ Hospitality English Language Training Scheme focused upon Customer Service Excellence and Food and Beverage Employees  you servers will enjoy a multitude of fun and exciting  activities and games designed to accelerate learning.

It may take some time for your Thai employees to become comfortable with recommending your food and drink items, especially in English, however with a ‘Confident in English’ Hospitality English Language Training Scheme from ETC…English Training Courses your Bar & Restaurant Servers will soon become assured and confident that they are providing the correct information to your guests. Then all you have to do is remind them that increasing their product knowledge has a direct payoff in bigger checks, bigger tips and more satisfied customers!

Make English Training an Investment, not an Expense

professional training 013 150x150 Make English Training an Investment, not an ExpenseMany business owners on Koh Samui agree that English training for staff is essential. After all, how can someone learn to drive when they haven’t been taught? However many business owners here on the island have become frustrated with English training, feeling that they’re “simply throwing money away”. But English training should be thought of as an investment, not a cost because, if done properly, with well-planned training sessions which are co-ordinated with a company’s objectives together with customer satisfaction as the primary goal, money spent on focused English training provides a beneficial return on investment.

It is also good to remember too that inadequate English training can result in higher turnover, a negative working environment and most important, unhappy guests. A business loses 68% of their customers as a result of an employee having an indifferent attitude. This indifference is typically the result of an ill-equipped, dissatisfied employee who does not have the motivation and English skills they need to do their job effectively. But merely sending employees off to be trained isn’t enough. Making certain employees hold on to the English skills they’re taught requires briefing, debriefing, monitoring and constant reinforcement by the owner.professional training 21 150x96 Make English Training an Investment, not an Expense

Those employees who are scheduled for English training courses need to be briefed prior to English training so they can appreciate why the English training is important and what will be expected of them afterward. Identifying the English training focus differs from job to job, from front of house to back of house, and from business to business. In reality, what might appear essential for an employee to learn from the owner’s point of view could be completely different from that of the customer’s perspective.

Because of this, it’s vital that business owners ascertain their customers’ requirements and evaluate if they’re being fulfilled as this information needs to be taken into account when preparing English training sessions and must obviously be passed on to trainees. Carrying out a variety of customer-service surveys can help discover these requirements, how effectively they’re being achieved, plus the areas in which employees are falling down and how they may be improved.

After English training sessions, employees need to be debriefed to make certain they learned the language they were meant to. Debriefing likewise helps reinforce the reasons why new language skills and training points are necessary. Most businesses will pay out thousands of baht on English language programs, but merely a small fraction of that amount – if any whatsoever – on monitoring and reinforcement. It’ takes 6 months to change an old behaviour pattern with a new one, but it is important to remember that in order for this to happen English training topics must be constantly monitored and reinforced.

professional training 031 150x99 Make English Training an Investment, not an ExpenseCustomers also provide reinforcement for employees, especially if employees recognise that customer satisfaction is higher than before the English training. If so employees are apt to make the continued effort to maintain those higher levels of customer satisfaction. Often the smile on a customer’s face is sufficient, but sometimes it’s going to necessary to perform customer-service surveys either verbally or via comment cards. This customer feedback needs to be passed on to employees too so can understand that the learned language and skills are making a difference.

Correctly trained employees are definitely an asset to any business. Which is why, well-structured, professionally delivered English training such as the ETC…Confidence in English programs plus proper monitoring and reinforcement saves time, costs and customers!

So contact us today and see how our strategically designed English Training Courses will focus upon on the specific requirements your business needs to build and develop successful international guest, client and customer relationships.

Build Your ‘Confidence in English’ – Use Phrasal Verbs & Idiomatic Expressions

confused1 Build Your Confidence in English   Use Phrasal Verbs & Idiomatic ExpressionsNative English speakers, whether they come from the United Kingdom, Australia, American, Canada, New Zealand or South Africa will all naturally, and without thinking, use phrasal verbs and idioms in their everyday speech.  Unfortunately these words and phrases are often complicated and confusing and are typically used instead of more easily understood Latin root language.

Most vocabulary used in phrasal verbs and idioms is not often clear to the EFL and ESL learner and unfortunately just have to be learned if you want to speak English with confidence, like a native speaker or understand fully your English speaking friends, business associates, clients and customers. Sadly, this is not going to be easy as the vocabulary will often have a very specific meaning, which is often in a very narrow context.  For instance, consider the phrasal verb “he cleared off” meaning that “he left quickly and suddenly”. Or “she turned up out of the blue” meaning ” she arrived suddenly and unexpectedly”.  When you consider idioms like “it’s high time that I took some more English lessons” meaning “I feel that I really should take some more English lessons now and this need has existed for a long time.” it’s clear to appreciate that the non-native speaker is always going to be at a permanent disadvantage!

Therefore to build your confidence in English it is necessary focus upon improving your passive English vocabulary rather than your active vocabulary. Passive vocabulary is the range of words you understand simply by hearing them spoken aloud or see it written down.  Whereas active vocabulary is the words, phrases and sentences you produce when speaking or writing. Your passive vocabulary will always be much greater than your active. However, to expand and improve your passive vocabulary you – try reading more in English.

Finding English books or newspapers locally may be difficult so go online instead and find an article or confused2 Build Your Confidence in English   Use Phrasal Verbs & Idiomatic Expressionsnews story written in English that you find interesting and read it. The first time you read the article, do so without stopping to consider the meaning of words or phrases you are not familiar with. Try instead only to get a general understanding of what the story is about. Then go back and have look at the sentences containing words or phrases that you don’t understand or haven’t seen before, however don’t go reaching for your dictionary just yet! Instead, consider the context and probable meaning of the sentence by understanding the sentences which come before and after it.  Then substitute the unknown phrase or word with something else, try a word or phrase you are familiar with and substitute another word, or words, ensuring that the sentence still makes sense.

One of the main things to remember when building your ‘Confidence in English’  is that you may find it confusing and difficult when trying to understand native speakers of English, but you are not alone! It’s a very common complaint from even the most advanced EFL and ESL learner so why not try putting the practical tips above into practice and contact us to see how ETC…English Training Course can do to help you build your ‘Confidence in English’.

English Story Books Can Help Improve Your Child’s English Language Skills

child reading English Story Books Can Help Improve Your Childs English Language SkillsIs your child currently attending an English bilingual school, a part-time English language program or receiving lessons from a private English Tutor?  Would you like to help reinforce the their learning at home, but you don’t know how?  English story books are a fun and easy way to teach English to your children and many of these fantastic English resources are readily available online, but with so many children’s stories to choose from where should you begin?

The children’s book publisher Puffin are currently celebrating their 70th anniversary and to mark the event they have compiled a list of 70 children’s books, said to be the best of all time, and with fantasy classics such as ‘Peter Pan’ and ‘Alice in Wonderland’ making their lineup, the ‘The Puffin Handbook’, a new guide to children’s books for parents is a great place to start.

The pirate adventure Treasure Island and the tear-jerking classic Watership Down also feature.Watership Down 150x150 English Story Books Can Help Improve Your Childs English Language Skills

The classic counting book The Very Hungry Caterpillar tops the list of best bedtime books.

Eric Carle’s title sells a copy every 30 seconds somewhere in the world, according to Puffin.

The list is divided up into categories including mischief and mayhem, weird and wonderful, and best blood and guts.
‘Phizzwhizzers’ Toddlers’ favourites The Bog Baby by Jeanne Willis and Gwen Millward; the nostalgic Peepo! by Janet and Allan Ahlberg; and Hairy Mclary from Donaldson’s Dairy are among the titles in the section called “best to cuddle-up to”.
Lewis Carroll’s Alice in Wonderland Alice in Wonderland tops best weird and wonderful

charliechocolate 150x150 English Story Books Can Help Improve Your Childs English Language SkillsRoald Dahl takes up the entire “phizzwhizzers” category on his own, meanwhile, with his classic tales The BFG, Matilda, Charlie and the Chocolate Factory, and Fantastic Mr Fox.   Dahl sells more books every year than any other Penguin author in both the adults and children’s categories and his sales rocketed by 35% in 2009.

Modern best-sellers, such as Diary of a Wimpy Kid by Jeff Kenney and Charlie Higson’s thriller The Enemy, are also included in the list.

The titles feature in The Puffin Handbook, a new guide to children’s books for parents and if you would like to download a free copy of the book CLICK here ‘The Puffin Handbook’

If your child’s English reading, writing and speaking skills are important to you but your busy schedule only allows for quality family time – why not contact us? We have fun, friendly and experienced private English Tutors who can happily help your child learn the vital skills they need in the safety and security of your own home.

Thai MICE Industry Is Starting to Fight Back – Are You?

Akapol Sorasuchart e1274809030262 250x300 Thai MICE Industry Is Starting to Fight Back   Are You?
Akapol Sorasuchart Thailand Convention and Exhibition Bureau President

The Thailand MICE (Meeting, Incentive, Conference and Event) industry  is turning towards England to help combat the continued problems face by Thailand’s Tourism industry.  As they do, will your employees be English Language Ready too receive them?

In a recent interview Akapol Sorasuchart, the Thailand Convention and Exhibition Bureau President, discussed the plans the Bureau has to revive Thailand’s Tourism Industry, by focusing upon the UK Business Market.

During 2009, over 11,400 British business visitors came to Thailand contributing heavily towards the £287million earned by the Thai MICE industry.  However, with the ongoing political riots and unrest MICE are expecting that income to fall as much as 90million (30%) in 2010 so as part of a new plan Thailand’s Convention and Exhibition Bureau is planning to  target the UK Conventions Market by injecting £425,000 into its British campaigns to win back guests.

Akapol Sorasuchart, said “During the UK winter, Thailand is an excellent destination and we hope all of the problems will have blown over by then. From now until the end of the year, what we’re selling will be better than ever. We’re not telling people to come over now and we didn’t think the problems would escalate as far as they have. However, we still see Thailand as an attraction destination in the long term,”

The Bureau President then went on to add that Thailand appeals to British Companies because we offer pleasure as well as business opportunities saying “We work closely with Thai Tourism Authority offering add-ons for trips to  convention groups.”  He did confirm however that a number of conventions and meetings had been cancelled or rearranged recently, but the Bureau was doing all it could to help guests by limiting cancellation cost and encouraging visitors to rebook once the violence has died down.

The Thai MICE is planning on investing almost 20 million baht to entice English business guests, what will you do to ensure your employees are English Language ready to receive and ultimately hold onto them? ETC…English Training Courses are committed to helping your employees meet and exceed your English speaking customer expectations with innovative and effective Hospitality, Professional and Sales & Marketing English Language Training solutions. CLICK here and make an appointment with one of our ETC..English Training Managers.?

EFL Selling Skills That Will Help Build Rapport With Your International Customers

etc thai sales marketing english image telesales 1 150x150 EFL Selling Skills That Will Help Build Rapport With Your International Customers Have you  been in sales for quite a while but now need to use English – which is  not your first language?  Do you know how to sell however, with improved English Language skills you will do a lot better?  Then you will hopefully find some of  our tips below very useful – they are some the main phrases currently being used by successful native English speaking sales people!

Make sure you  take some time to have a go with them, but don’t forget to change them to fit what you are currently selling!  Once you feel confident enough, try introducing them into your current sales messages and remember –  it’s how you sell not what, and by following some of the simple steps below  we are sure you will soon be developing some new and existing business opportunities with your international customers and client!

When building rapport with English speaking customers, first impressions count. You will not have a second chance therefore, as a foreign speaker of English, you will need to choose your words carefully and take care with your pronunciation.  Here are some useful selling phrases to use and a few to avoid:-

Do:

Anyone who works in sales knows that people buy more if they are in a positive frame of mind. So don’t give negative or irritated clients the opportunity to tell you what a bad day they are having by asking  “How are you?”.  Instead say “Great to see you again!”

Additionally, always try and use “can do” positive words and phrases which show your prospective client just how willing and able you are to help them.  Try phrases such as  “Absolutely no problem” “Certainly sir!” “Definitely, if that helps, we’ll do it.” and “Of courses I can”.

We all know the benefits of helping a prospective customer visualise ownership of what we want them to buy.  Use English selling phrases such as “Can you imagine how  easy your life will be when you can…?” “Consider the money you will be saving in the long term!” and “When you can reduce your costs by buying these, you can charge your customers a more competitive price”.  By using English phrases such as these you are showing prospective clients their problem, then you are offering your solution!

Don’t:

Don’t use negative words or phrases! You are offering to do your prospective customer a favour and you know your product is fantastic, so what have you got to apologise for? So never start a conversation by apologising. It puts you at a disadvantage. So do not use phrases such as  “Sorry to bother you, I won’t take long” “It’s just a quick call, do you have time to speak to me?”.

There are also several words which you should never use because they will make your listener feel small, they are   “Actually,…” “Basically,….” or “Obviously,….”  So do not start sentences with these words, they will have a bad effect  – avoid them at all cost!

etc thai sales marketing english image telesales 2 150x150 EFL Selling Skills That Will Help Build Rapport With Your International Customers Your voice  is also an important sales tool, in fact it’s probably your most powerful resource, so also consider your  pace,  pitch and projection.

Your rate of speech should match that of any prospective customer. As with body language, it always helps to “mirror” the person you are selling to. Native English speakers have a much broader pitch range compared to other languages. Try listening to the “music” of a native speakers voice when they are talking, It probably sounds overstated and alien to you.

Practice saying this sentence  “Great to see you again!” using  the following tones types below:

  1. Use a constant flat tone.
  2. Exaggerate your voice by making it rise sharply on the two stressed words in the sentence,  Great and see ie “Great to see you again!”

How does the sentence sound when you use when you use the first tone – okay or boring?

Unfortunately, to a native English speaker a flat constant tone sounds as if you are bored or uninterested in what they have to say –  which is negative and rude and potential customers will not want to buy from you!

If  you can practice adding stresses in your voice and you succeed in  exaggerating the correct words at the right times you will sound genuine, interested, motivated and polite!  However, do be  aware of the volume of your voice.  If it is too loud you will sound aggressive and “pushy” especially when trying to sell to a native English speaker.

So remember, the voice is the most power tool a sales person has to build rapport with your English speaking customers.  So if improving the English selling skills of your employees is important to your business  – why not contact us?

etc thai sales marketing english image salesteam 1 150x150 EFL Selling Skills That Will Help Build Rapport With Your International Customers ETC… Sales & Marketing English Training Courses are designed to help those people working in Sales & Marketing Industries recognise that it’s ‘how you sell not what you sell’ and successfully develop new and existing sales opportunities with your International customers and clients.