English in Action (5)

The FSTEP Batch 3 participants in the Franc Class will soon start their internship in the financial institutions. They are polishing up their English communication skills at the workplace.

The young graduates are given an opportunity to review their English Communication videos. They laugh hysterically at each other’s mistakes or bloopers. This exercise aims to boost their confidence and raise awareness that it is okay to make mistakes. In fact, when they make mistakes they can make people roar, scream and howl with laughter.

Yes, bloopers have entertainment value!

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English in Action (4)

The FSTEP Batch 3 participants in the Franc Class will soon start their internship in local financial institutions. They are polishing up their English communication skills at the workplace.

Practice makes perfect is what the young graduates believe in. They practise repeatedly until they get the sounds rights, the format right and the rhythm right. I salute their passion and drive.

This video proves that the Triple P Rule can deliver commendable results. Triple P stands for patience, persistence & perseverance. It also simply means practice, practice, practice.

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Young People, Great Example (3)

Noel at the customer service counter in MPH Subang Parade

I've been tearing my hair out trying to order some books from MPH. I visited MPH Mid Valley but they couldn't confirm if the books were available. They assured me they'd ring me the next day.

The ‘next day’ stretched into a week. I rang MPH Mid Valley again. A gentleman assured me that somebody would ring me later that day. I waited in vain for more than 24 hours.

I decided to drop in at MPH Subang Parade to unravel the mystery. At first, I couldn't get anybody to help me. Either they were busy or they couldn't follow my drift. I was about to breathe fire.

Then, a petite young lady came over to see me. She introduced herself as Noel. She listened to my problem patiently and then assured me that she'd look into the matter immediately. She rang MPH Mid Valley and was on the line for a long while. The result was no better.

Finally, Noel decided to order the books for me. I was very grateful to her and asked, “You’re very professional. How long have you worked here?”

She replied, “Oh, just a few months.”

“Where did you work before you came here?”

“This is my first job. I’m a fresh graduate.” My jaws dropped.

Many thanks, Noel, for getting me the books against all the odds. I’m very impressed with your customer service skills. May you be blessed with a rewarding future.

English in Action (3)

The FSTEP Batch 3 participants in the Franc Class will soon start their internship in the financial institutions. They are polishing up their English communication skills at the workplace.

SELECTING THE RIGHT CANDIDATE is one of their English Communication projects. The trainees are divided into 3 teams with each team creating their own scripts and bringing their scripts to life.

This methodology helps the trainees to think in English, speak in English and write in English. They improve their pronunciation by installing correct English sound files. They enhance their communication skills by reformatting their sentence construction. They bring their lines to life by following the rhythm of the English language.

The energetic graduates' passion for learning English is shown in these videos.

TEAM 1
In order of appearance: Tasha, Hidayah, Syarah, Chin Cheong, Xiao Jun, Alif


TEAM 2
In order of appearance: Dalila, Syarah, Bavaani, Zalila, Suriati, Lavania, Rashidah


TEAM 3
In order of appearance: Suarrdy, Norliza, Mira, Norbaizura, Yin Yin, Nawar, Sarmila

Young People, Great Example (2)

The super duo Nick and Jerry

When my mobile phone conked out, I was wondering if I should buy a new phone through my credit card company. It offered a good discount but zero customer service. Finally, I decided against the risk.

I went to a shop in Giant Mall, Kelana Jaya. I got to know two young sales executives, Nick and Jerry.

Jerry sold me a new Nokia phone. He patiently taught me how to use the phone and its multimedia functions. I was very pleased with the crash course. Next, I wanted to transfer all the data from my old Samsung phone to the new phone. After a few attempts, Jerry said that the two phones were incompatible so he could not transfer the data. When I heard that, I was upset and made a lot of noise.

Jerry responded swiftly to pacify me. He said something positive, “Let me check with the computer guy. Let me see what I can do.” He got me what I wanted, by hook or by crook. He deserves praise for his ability to handle an irate customer.

Nick sold me a Bluetooth hands-free gadget. One day, the gadget stopped working at around 8pm. Feeling frustrated, I rang Nick for help. Nick answered the phone and spoke in a low voice. I could hear sounds in the background – like he was in a cinema. He told me it was his day off. Oh dear, I felt so bad for disturbing him. But I was impressed that he still takes calls from customers on his day off. Others would have switched off their phones and left their customers in the lurch. Nick deserves praise for his dedication.

Well done, Nick and Jerry! You are excellent role models for top quality, high standard, world-class customer service! I have met your boss and commended the both of you. I hope he awards you with a pay rise (chuckle!).

That's the lucky boss who is blessed with two super sales execs

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English in Action (2)

The FSTEP Batch 3 participants in the Franc Class will soon start their internship in local financial institutions. They are polishing up their English communication skills at the workplace.

RESOLVING CONFLICT is one of their English Communication projects. The trainees are divided into 3 teams with each team creating their own scripts and bringing their scripts to life.

Here are their actions captured on film.

Team members (in order of appearance): Lavania, Xiao Jun, Tasha, Chin Cheong, Hidayah, Norbaizura
Conflict: Sales Executive Olivier cannot work with Todd the Manager


Team members (in order of appearance): Alif, Dalila, Suriati, Syarah, Bavaani, Zalila, Nawar
Conflict: Staff are protesting against the management for restricting their telephone facilities



Team members (in order of appearance): Norliza, Suarddy, Sarmila, Mira, Yin Yin, Sarah, Rashidah
Conflict: The Workers Union is confronting the Management about unfair company policies
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