O’Connell Advanced Training Solutions

Business English for Frontline Staff

Resource Sheet: What is English for Frontline Staff?

“So”, I hear you thinking, “what does it mean to be frontline staff?”

A very good question. Working in the frontline for an organisation means having direct contact
with the public. In an ESL (English as a Second Language) context, it means having direct contact
with English speaking partners - customers, clients, suppliers, producers, designers, counterparts,
business owners.

Frontline staff can work in retail, administration, management, tourism, medicine, logistics, law or
law enforcement. Wherever there is direct contact with the public - or English-speaking public.

In my offline (face to face) English training, here in Saxony, I often work with students who have
business partners in Poland, Czech Republic, Spain, India, China, Canada, the UK, the USA and
Australia.

They need to communicate by email, over the phone, greet visitors to their company, greet
counterparts at trade fairs, or travel abroad to factories or production plants. Where English is not
the native language of their counterparts, it is the common language, the business language.

In our offline training sessions, we focus on exactly the topics which you find in this online course,
and I teach exactly these skills:
- key phrases
- levels of formality
- grammar
- confidence

It’s the final point which is most important in communicating in a second language - confidence.

I know it can be difficult, challenging and yes, scary. none of us like to make mistakes, especially
not in a work context. I understand this - I need to speak my second language (German) every
day - in meetings, with clients, with government departments, the bank… even the post lady.
And I don’t like to make mistakes, or use silly words.

But with confidence and a smile, communicating becomes easier. And - of course - with practice.

So this course is going to give you the tools you need to communicate with confidence in your
frontline position.

If you have any questions, comments or concerns, please don’t hesitate to contact me! Don’t
forget - I’m here for you.

All the best, and see you in the next lecture,

Your teacher,
Jacqui

www.oconnell-training.com
© Jacqueline Seidel 2015 info@oconnell-training.com Page 1
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