Product Feature:
Foundation Training Program

With the increasing need for competent English speakers in the Philippine workforce, especially in customer-service call centers, John Clements is offering, as it has been for the past few years, its Foundation Training Program.

The course has several objectives. First, it aims to help trainees gain a detailed background in American culture and understand the motivations of the American consumer. It also helps them feel confident in speaking English and eliminate specific Tagalog-speaker errors. They will also be trained speak English more fluently and accurately. Written grammar, syntactical and punctuation errors will be eliminated by the end of the course. Graduates of the training will be able to read American email queries beyond the written word and respond in a timely, linear, concise manner which meets the client’s standards. By then, they will also have the necessary skills and attitudes to successfully deal with various customer situations, and internalize personal and team values that will guarantee professional success in tandem with the company’s growth.

The 80-hour program is conducted in 10 days, with 8 hours each for workshops, lectures and other interactive activities using the small group communicative learning methodology.

The training outline starts out with a module called “Polishing Communication Skills” American ESL Trainers, which targets errors specific to local speakers of English. Grammar points to be reviewed and practiced include—but are not limited to—Simple Past tense, Present Perfect tense, Question Formation, Prepositions of Place, Motion and Time, Countable and Non-Countable Nouns, Modals, and Conditional Sentences.

“Understanding American Idiomatic Expressions” is also a high-priority module. “Conversational Functions” includes—but is not limited to—Initiating and Sustaining a Conversation, Agreeing, Disagreeing, Asking for Clarification, and so on.

“American Culture” American ESL Trainers, is a refinement on Polishing English, which includes basic information about the US, followed by a crash course on American Culture. If desired, this section expands beyond understanding the motivation of the typical American consumer and incorporates the background on three major American groups: Women, African-Americans, and Hispanics.

“Providing Excellent Customer Service” is part of the second phase, which focuses on teaching and enhancing Customer Service Skills. The key tools to facilitate the learning process are role-plays and other related exercises.

Lastly, Foundation Training concludes with “Work Values Enhancement in the Call Center Industry”, a module on practical insights and basic concepts of work attitudes and their effects on productivity and quality.

John Clements also has orientation programs with Australian and British English in mind, which includes cultural and idiomatic training, as well as teaching trainees to recognize English spoken with different accents, to further open the possibility of serving non-American markets.

For your English training needs, John Clements remains the leader in providing you with the skills needed to capitalize on the ever-growing demand for skilled English speakers in the BPO industry.

For more details and inquiries, please email Rocky Peltzman at rocky.peltzman@johnclements.com and Kristine Bernardo at kristine.bernardo@johnclements.com, or call John Clements Human Resource Development at 845-2117.