Anglais pour les agents en charge de l'accueil du public (intermediate level)

Public cible

Agents en charge de l'accueil

Cycle de compétences

Accueil et encadrement du public, Stage

Objectifs

This course will help participants develop their use of English within their role of welcoming visitors, dealing with telephone calls and handling requests for information and help.

Contenu

Focus on improving speaking and listening:

Developing fluency & vocabulary – professional and general vocabulary, useful vocabulary and phrases for asking for giving information, giving directions.

Useful language and techniques for using:

In person:

• welcoming visitors
• asking for and giving information
• asking for and giving personal details (names, numbers, addresses, reference numbers, spelling, etc.)
• asking for further details to be able to forward the request to the right person/ministry/department
• giving directions in town, in the building, correct forms of address, friendly yet professional
• how to fill in a form, explaining the procedure once the form is completed

By phone:

• taking down details (names, numbers, addresses, reference numbers, spelling, etc.)
• asking for and giving information
• asking for further details to be able to forward the request to the right person/ministry/department
• giving excuses
• transferring calls
• taking & giving messages
• finishing a call
• being friendly yet professional
• help to complete a form; explaining the procedure once the form is completed.

By email:

• opening and closing correspondence
• formal versus informal phrases
• asking for and responding to requests for information
• confirming arrangements

Useful language and techniques for:

• connecting ideas
• dealing with lack of vocabulary
• checking understanding of self and others
• asking for repetition without too much embarrassment

Gestionnaire de formation

Melody Morgado
Tél. : 247 83161
E-mail : melody.morgado@inap.etat.lu

Modalités d'inscription

Sélection

Les places disponibles sont accordées sur la base du principe « premier arrivé, premier servi » pour autant que les demandes répondent au public-cible défini pour la présente formation. Le nombre de places disponibles affiché dans le tableau ci-dessous ne prend pas en compte les demandes en cours de traitement introduites au cours des dernières 24 heures.

Détail des dates

La formation aura lieu le matin de 08:45 - 11:45 heures aux dates suivantes:

• 24.05.2024
• 07.06.2024
• 14.06.2024
• 21.06.2024

Sessions

Langue(s) du cours: Anglais