Call Centre Training in Malaysia: Accent Reduction, Customer Service and Culture Training, Kuala Lumpur:
We provide language and culture training for individuals and companies based in Malaysia.
Email: Contact us here
Call Centre Training in Malaysia offers the following courses:
International Business English Courses:
This workshop prepares organizations and employees involved in international business to work effectively with multicultural or multinational counterparts based in a different geographic location.
What You will Learn
* Participants learn how their cultural variances influence their decision-making processes, communication patterns, organizational structures, and orientations to time and risk.
* They also learn to reconcile cultural differences for effective job performance by making allowances for the needs of their international colleagues or by being prepared to relax personal cultural prejudices.
Aim of Program
At the end of the course, participants will start to develop a global mindset. They will be better prepared to work effectively across national borders through increased awareness of cultural differences and their impact on day-to-day business interactions.
Benefits of Program
For Organizations:
* Starts the process of global mindset development for optimizing employee performance across cultures.
* Enhances global effectiveness of employees, adapting to individual styles and corporate systems.
* Fosters better employee productivity as members of an international
organization.
For Employees:
* Understand the impact of cultural differences on the ability to function effectively across national borders.
* Recognize the impact of culture on communication, management practices, and work relationships.
* Develop strategies for more effective management of their job functions across cultures.
Content of Program
Part I : Understanding one’s own cultural assumptions
Through an interactive session with the trainer, participants learn about their cultural and personal profiles on the following dimensions of culture: time orientation, hierarchy, decision-making, risk-taking, communication style and leadership.
Part II : Understanding the mindset of international counterparts
* We get participants to share their first impressions of the target culture. We then discuss how the target community perceives foreigners, highlighting similarities and differences in perceptions.
* We explain the whys behind these differences by looking at the history, geography, demographics and values of the target country.
* We discuss the “Do’s and Don’ts” to minimize cultural faux-pas.
* We work together with participants to devise strategies to build good rapport and overcome possible clashes when interacting with people from the target culture.
Part III : Insights into business operations in the target culture
* Communication strategies (e.g. body language, addressing a client)
* Boardroom and workplace culture (e.g. hierarchy, silences)
* Cross-cultural teambuilding (e.g. leadership, authority, coercion)
Part IV : Communicating with nationals from the target culture
* We introduce participants to the significance of names (male or female, possible ethnic background, etc) among people in the target culture.
* Through an overview of the local language (e.g. UK), participants learn how to properly pronounce the names of people from the target culture (UK).
* Participants learn greeting phrases and titles used to address people from the target culture.
Part V : Putting it all together in an Action Plan
* Participants make a list of key tasks they need to accomplish post-training.
* Participants outline the steps they would normally take to achieve these goals
* Trainer works with participants to identify if any adjustment in approach is needed to accomplish these tasks successfully in the target culture.
Program Features
* Program duration: 6h (1 full-day or 2 half days)
* Focuses on maximum 2 countries/cultures at one time
Local Accent Neutralization:
Target Audience : Non-native but fairly fluent speakers of English who have difficulty being understood by native English speakers, such as customers, co-workers, and supervisors.
Aim of Program:
To reduce the influence of their native accent on their spoken English in order to eliminate faulty speech and distraction resulting in misunderstandings among customers and co-workers, time-consuming repetitions and mistaken messages.
The ultimate goal is to get the non-native speaker to attain a neutral and comprehensible accent in minimum time for effective communication.
Content of Program
Participants learn to identify their pronunciation difficulties and increase their accuracy in speaking the Target language with the appropriate rhythm, pronunciation, inflection, intonation and liaison – elements critical to listener comprehension – for oral fluency and speech intelligibility.
Precisely adjusted to the trainee's level of pronunciation skills, this course prioritizes and helps eliminate the trainee's most significant pronunciation problems.
Course focus is typically on job-specific, prioritized English vocabulary and phrases that the trainee needs to master so as to function more effectively and easily at work. Training may then be expanded to strategies that help the trainee intuitively and correctly pronounce a broader range of English in a wider variety of spontaneous situations.
One-to-one training (max 10 participants)
An assessment of the individual's speech patterns is conducted during the first session to identify articulation errors. In a one-hour individual session, the evaluator elicits speech in a variety of contexts: conversation, passage reading, and single word pronunciation. Responses are recorded on tape for later analysis of speech sound substitutions, omissions, and additions. Intonational and rate patterns are also analyzed.
A programme specific to the needs of the participant is then designed and delivered. Participants are also given home assignments for self-directed practice. Proficiency demonstration is done through oral/aural testing, short answer quizzes, speech production to demonstrate accent reduction and oral presentation.
Group Training
Prior to the training, participants are given a list of words and a text to read, which is tape-recorded. The tapes are analyzed and a program focusing on the skills that need to be addressed is then designed and delivered. In a classroom setting, participants can offer feedback on mock phone calls, and through constructive criticism, they can learn to detect their own mistakes.
Materials and Equipments:
Custom-designed training materials (text, audio cassettes, CDs, training manuals and computer software designed by leaders in the accent and speech industry). Audio cassette recorder.
Courses offered also include Customer Service Training and British and American Culture Lessons.
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