Hospitality English and Communication (HEC)
Seminars
HEC consists of a series of online, self-study seminars. The seminars are presented as PowerPoints that are voiced-over allowing you to hear and repeat specific vocabulary and expressions. The voice-overs are by presenters with a wide range of accents - American, British, Australian - providing you with the opportunity to become attuned to English as spoken in various parts of the world, mirroring your experience in the workplace.
Each seminar sets specific exercises to improve your fluency and writing ability and refers to specific chapters of the Hospitality English textbook which you can download and use for further study. The textbook includes chapters on English grammar for personal review.
HEC seminars include the following topics:
- Common courtesies
- Phone etiquette
- Vocabulary: common items in hotel, restaurant, kitchen
- Preparing food and drink, kitchen equipment, utensils etc.
- Taking reservations and serving guests - hotel, flight, restaurant etc.
- Giving clear travel directions
- Giving clear directions on how to accomplish a task
- Using empathic and problem-solving language
- Using language to pacify, motivate, mediate, negotiate, encourage
- Customer service – handling complaints, disagreement and conflict
- Giving/receiving feedback to/from your peers or supervisor
- Language used in meetings, sharing opinions, presenting information, leading meetings
- Taking a message, making notes, presenting a formal report – verbal and written
- Language used in training, teaching, coaching, teambuilding
- Idiomatic and commonly used expressions; confusing words
- American versus British English
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