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Content THE COURSE 3 Quick-start English for Hospitality teaches the language skills essential to interacting positively with customers.
HOW IT WORKS 5 Participants build their listening and speaking abilities quickly and efficiently – regardless of the job setting.
COURSE DESIGN & DELIVERY 6 Quick-start English is delivered in the workplace using innovative and dynamic teaching techniques based on active participation.
THE METHOD 8 Teaching methods aim to reduce the negative consequences of communication difficulties.
THE MODULES 15 All course content has practical relevance. Classroom time is followed by ‘on-the-job’ application in the work setting.
© 2017 by Boris Porkovich. All rights reserved. This document is confidential and the property of Boris Porkovich. No part of this document may be taken, reproduced, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of Boris Porkovich. The Trigger Method™ and Confidence Cycle™ names and logos are licensed to Boris Porkovich and may only be used with prior written permission.
The course Hospitality personnel must be able to
Quick-start English provides a unique
communicate appropriately and accu-
alternative thanks to its specific
rately in English if they are to provide
emphasis on the hospitality sector; a
top class service to customers using the
totally operational focus that aims to
world’s global language.
improve customer satisfaction; and
However, non-native English speakers often do not possess the language
a revolutionary, fast-paced teaching model.
mastery to achieve this goal, and bring-
This represents an immediate return
ing them ‘up to speed’ is a complicated
on investment due to greater customer
and slow process.
satisfaction and increased revenues from better selling due to increased
Quick-Start English for Hospitality is
confidence in conversing with custom-
a to-the-point English for hospitality solution that addresses this problem by
ers
teaching the language skills essential to
Target Audience
interacting positively with customers –
Quick-start English is designed for staff
quickly and efficiently.
working in the hospitality sector who need to improve their English speaking
The Need Current language course options have a general focus and involve at least three months of classes to teach English to
and listening skills rapidly in order to provide stellar customer service to an English-speaking clientele.
an acceptable level.
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E S R U O C E how it works
The practical, ‘ready-to-use’ approach means that from the very first session participants can apply what they learn in functional situations, and so become confident speakers and listeners in a much shorter time than traditional courses.
Participants build their listening
they come to the next session
and speaking abilities quickly
confident and motivated. The
and efficiently so that – regard-
process continues as each class
less of the job setting – they can
builds on the one before to
immediately apply what they
strengthen participants’ self-as-
learn in functional situations from
surance in using English. In this
the very first session.
way, Quick-start English increases
This approach drives the lockstep course design and enables service providers to connect fully with the customer; a vital factor
participants’ confidence using English, improves job performance, and enhances employee morale and loyalty.
in delivering optimal custom-
By the end of the course, partic-
er service. After completing a
ipants will be able to converse
session, participants use their
with customers in correct English
new capabilities in the real world
that is suitable to the situation
to reinforce learning. This means
and level.
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Course DESIGN & delivery Quick-start English is delivered in the workplace using innovative and dynamic teaching techniques based on active participation. This helps all participants to speak by reflex without translating beforehand. Offered in an intensive format, the course initially focuses on teaching the common words and phrases that occur repeatedly across the spectrum of hospitality jobs; then presents the techniques and methodologies for managing the conversational interactions that occur in these recurring scenarios. The course comprises three modules that are taught in six, 2-hour sessions over three days. Participants attend two sessions each day; one in the morning and one in the afternoon. On-site practical workplace observation occurs after each session.
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ACTIVE PARTICIPATION Active participation in the learning process ensures that the lessons are fully assimilated.
the method The course utilizes a practical, experiential pedagogical approach. Teaching methods focus on speaking and listening, and aim to reduce the negative consequences of communication difficulties while improving participant’s motivation to increase their conversational competence. The instructor uses realistic role-plays and an interactive, hands-on, workshop style to stress the advantages of conversing like a native English speaker. He/she provides observation and specific, actionable feedback regarding participant success in conveying meaning and accomplishing communicative objectives; and offers strategies to help participants overcome communication difficulties in the real world. Most importantly, this teaching philosophy aims to instill in participants a desire for self-directed learning once they have completed the course so that, with sustained practice, they will improve and advance in their knowledge and use of English.
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the course is designed for staff working in the hospitality sector who need to improve their English speaking and listening skills rapidly in order to provide stellar customer service to an English-speaking clientele
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the trigger
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The Trigger Method prompts specific responses from guests to create ease in communication.
the trigger method The Trigger Method is a unique tool that is central to bringing the workplace English level of hospitality personnel up to speed quickly and effectively. During the course, the instructor introduces participants to a defined number of key words or phrases that will ‘trigger’ a specific response from English speakers. These ‘triggers’ can be memorized and relied on to elicit the appropriate response and facilitate conversation management. By mastering this technique, participants will be able to choose the appropriate triggers to prompt specific responses in specific settings; for example, greetings, interruptions, using numbers, and the use of ‘yes/no.’ This establishes a positive, productive link between the service provider and the customer.
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THE TRIGGER Service Provider uses learned trigger.
CUSTOMER RESPONSE
Customer makes predictable response immediately.
SERVICE PROVIDER : TRIGGER
THE Y
CUSTOMER:PREDICTABLE RESPONSE
INCREASED CUSTOMER CONFIDENCE
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Customer develops trust in the Service Provider’s competence.
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e, positive
the confIdence cycle The Confidence Cycle is critical to both sides
E
in optimizing the positive aspects of any service provider-customer interaction. By
confidently using English to produce a de-
sired response, the service provider displays professional competence to the customer. The customer then develops a trust in this competence and becomes more relaxed.
Both service provider and customer become
YCL
comfortable in this transaction.
Understanding the Confidence Cycle creates service provider buy-in, confidence, and a
consequent willingness to use the English
they have learned, which is very difficult to achieve when learning a new language.
SERVICE PROVIDER CONTROLS SITUATION
SERVICE CONTROL
Service Provider takes action based
on response and uses next trigger in sequence.
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INTENSIVE AND APPLIED After completing a session, participants use their new capabilities in the real world to reinforce learning.
fexible format The course is completely adaptable; it can be reconfigured for specific professional contexts, offered as a stand-alone option, or act as a launching pad for more advanced courses. This flexibility ensures each and every participant achieves the goal of optimizing their interactions with English-speaking customers by building a communication-based rapport that results in stellar customer service.
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the moduleS The first module focuses on teaching the common ‘triggers’ for hospitality jobs, from front desk and food and beverage to housekeeping. In the second module participants learn techniques and methodologies for mastering the communication exchange with customers. The third module develops higher-level understanding and speaking confidence with increased ability to assimilate new vocabulary and grammatical constructions. Constant practice develops and extends job-specific vocabulary and improves pronunciation, empowering participants to use the language immediately and improve their ability to communicate. All course content has practical relevance. Classroom time is followed by ‘on-the-job’ application in the work setting, which is observed by the instructor. This provides participants with many opportunities to practice dialogs in actual situations, and take part in authentic interaction between customer and employee. Instructors are all native speakers, experienced teachers, and appropriately qualified (University degree level). Class sizes are limited to a maximum of ten (10) participants.
EMPOWERING PARTICIPANTS TO USE THE LANGUAGE IMMEDIATELY AND IMPROVE THEIR ABILITY TO COMMUNICATE. 1 6
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materials In addition to the course textbook and workbook, all participants receive the following course takeaways: •
The Trigger Method Toolkit.
•
A copy of the course PowerPoint slides with slide notes.
•
A copy of the course exercises and activities.
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follow-up Most face-to-face training neglects the critical need for follow-up. The instructor usually completes the training and departs, leaving participants to ‘fend for themselves.’ An important distinguishing feature of the Quick-start English course is the online follow-up and feedback portal. The portal is available for four weeks after the course ends via an App that can be shared on all modern mobile devices. It functions as an online refresher to reinforce learning, as well as a way for participants to provide feedback on their post-training experience.
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