|
Week - 1
|
|
Introduction to the course, explaining the goals and objectives |
|
|
Week - 2
|
|
Unit 1 – Communicating by Email:
Effective communication by email Corporate and formal tone Key points in writing emails
Vocabulary: subject line, greeting, closing, attachment
Grammar: formal expressions, polite requests
Grammar: Modals of necessity |
|
|
Week - 3
|
|
Unit 2 – Taking a Message:
Techniques for taking messages Recording messages by phone and in person Importance of delivering messages accurately
Vocabulary: message, convey, call back, urgent
Grammar: reported speech
Extra Grammar: Used to-be used to-get used to |
|
|
Week - 4
|
|
Unit 3 – Taking Reservations:
Reservation procedures Recording customer information accurately Expressions used when taking reservations
Vocabulary: reservation, date, number of guests, confirmation
Grammar: present simple & modal verbs for requests (can, would) |
|
|
Week - 5
|
|
Revision: Narrative tenses; Time expressions |
|
|
Week - 6
|
|
Revision: present perfect vs simple past |
|
|
Week - 7
|
|
Unit 4 – Changing a Reservation:
Reasons and procedures for changing reservations Flexibility in responding to customer requests
Vocabulary: change, cancel, reschedule, availability
Grammar: conditional sentences (type 1) |
|
|
Week - 8
|
|
Unit 5 – Problems with Reservations:
Handling reservation problems Dealing with cancellations, double bookings, or missing information
Vocabulary: problem, solution, delay, incorrect
Grammar: problem-solving expressions and passive voice |
|
|
Week - 9
|
|
Unit 6 – Difficult Customers:
Handling difficult customers Strategies and communication techniques Professional behavior in stressful situations
Vocabulary: complaint, dissatisfaction, patience, solution
Grammar: indirect speech & modal verbs for advice (should, ought to) |
|
|
Week - 10
|
|
Writing: Pronouns |
|
|
Week - 11
|
|
Reading: Referring Expressions
Reading: Guessing Meaning |
|
|
Week - 12
|
|
Writing: Opinion paragraph |
|
|
Week - 13
|
|
Writing: Opinion paragraph |
|
|
Week - 14
|
|
REVISION |
|