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ReceptionistTRAINER Tools

© 2014 by Pearson Education Limited

Edited in Spain

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means,

electronic, mechanical, photocopying, recording or otherwise without the permission of the Publishers.

This material is the intellectual property of Pearson Education Limited.

First edition 2010

Second edition 2014

Authors:

Wall Street English International: Department of Operations

Acknowledgements:

A special thank you to Roy Adams (National Service Manager, WSI Hong Kong), Jimena Almedia, (Service Manager, WSI Ecuador), Eli

Asikin Garmager (Teacher, WSI Indonesia), Lex Baker (Head Office Staff, WSI Germany), Zana Ballout (Teacher, WSI Indonesia), Natalia

Bernal (Service Manager, WSI Colombia), Andrea Bicini (Head Office Staff, WSI Thailand), Alastair Bishop (Teacher, WSE China),

Rochelle Bloom (Teacher, WSI Indonesia), Kevin Boyd (National Service Manager, WSI Thailand), Jorge Ceballos Oyanedel (Regional

Service Manager, WSI Chile), Nhac Chuong (Teacher, WSI Hong Kong), Hywel Davies (Head Office Staff, WSE China), Dirk De Groote

(Regional Service Manager, WSI Chile), Matthew Duffy (National Service Manager, WSI Germany), Jaime José Duran Plazas (National

Service Manager, WSI Colombia), Mark Evans, (Teacher, WSI Korea), Deanna Fuller (Center Staff, WSE China), Elin Gasparini (Head

Office Staff, WSI Argentina), Paul Ghenoiu (Service Manager, WSI Turkey), Berlin Harrell (Teacher, WSI Indonesia), Irena Hingarova

(Head Office Staff, WSE China), Alex Hoerenz (Teacher, WSE China), Sophie Hudson (Teacher, WSI Indonesia), Richard Jackson

(Teacher, WSE China), Josephine Jija (National Service Manager, WSI Italy), Barry Jones (Teacher, WSE China), Adam La Fuze (National

Service Manager, WSE China), Tim Lai (Teacher, WSI Hong Kong), Anna Lau (Teacher, WSI Hong Kong), Michel Le Quellec (CEO WSI

Hong Kong, WSI Indonesia, and WSI Thailand), Jane Lo (Teacher, WSI Hong Kong), Sergio Molinaro (Head Office Staff, WSI Italy),

Angelica Mosca (Service Manager, WSI Italy), Megan Peterson (Teacher, WSE China), David Robyak (WSE China), Martin Shields

(Service Manager, WSI Argentina), Sonia Sood (Center Staff, WSI Italy), Helen Sui (Regional Service Manager, WSE China), Ariel Surface

(Service Manager, WSI Turkey), Lisandro Terenzi (National Service Manager, WSI Argentina), Andrew Whitmarsh (National Service

Manager, WSI Indonesia), Orsola Zampetti (Center Staff, WSI Italy), Enza Zaretti (Head Office Staff, WSI Italy), and Cherry Zhang

(Regional Service Manager,WSE China) for their contribution to the materials in these manuals.

In addition, the authors would like to thank all the participants of the regional Teacher Excellence and Service Excellence training sessions

for their participation, feedback, and suggestions on the content of the manuals and structure of the training.

We welcome ongoing feedback from those of you in the field who deal with teaching, training and managing of staff on a daily basis to

continually improve these manuals for our Service staff across the Wall Street English network.

www.wallstreetenglish.com

Table of Contents

RECEPTIONIST TRAINING – TRAINER TOOLS MANUAL

Introduction to Wall Street English Document Pages

WSE Quiz Cards Tools 2-18

Wall Street English: The Method Krashen Running Dictation Tools 22

The Student Experience

The Acquisition Cycle Tools 26 Scale of Success Tools 28 First Lesson Structure Cue Cards Tools 30-32 Acquisition Cycle Cue Cards Tools 34-42

Reception

Customer Service Matching Cue Cards Tools 46-54 Complaints Cue Cards Tools 56-58 Booking Techniques—Class Panels Tools 60-62 Booking Techniques—SSDS Schedules Tools 64-66 Booking Techniques—Cue Cards Tools 68 Class Management Cue Cards Tools 70-72 Phone Call Techniques—Cue Cards Tools 74 Center Communication Cue Cards Tools 76-78 Reception Observation Form Tools` 80-81 Sample Daily Checklist Tools` 82

Sales

Creating a Commercial Cue Cards Tools 86-88 Entrance Test Cue Cards Tools 90-92 The Sales Presentation Cue Card Tools 94 The Entrance Test Result Tools 96-98

Client Fidelity Plan

The Party Game Cue Cards Tools 102-104

Introduction to Wall Street English

WSE Quiz Cue Cards

WSE Quiz

Wall Street English: International Facts and History

In which city and country are the WSE Headquarters?

100 Points

1/35

WSE Quiz


How many Students do we currently provide English to

worldwide?

200 Points

2/35

WSE Quiz


How many territories do we operate in?

300 Points

3/35

WSE Quiz


When was Wall Street English founded and where?

400 Points

4/35

2

WSE Quiz


Which company owns WSE International?

500 Points

5/35

WSE Quiz

Local WSE Facts and History

How many WSE Centers are there in your network?

100 Points

6/35

WSE Quiz


What is the name of the National Service Manager in

your network?

200 Points

7/35

WSE Quiz


What is the name of the General Manager in your

network?

300 POINTS

8/35

4

WSE Quiz


In which year did the first Center open in your network?

400 Points

9/35

WSE Quiz


How many Students are there approximately in your network

at the moment?

500 Points

10/35

WSE Quiz

Wall Street English: Products

What are the four Stages in the WSE General English Course?

100 Points

11/35

WSE Quiz


How many Levels are there in each Stage?

200 Points

12/35

6

WSE Quiz


Which three products do we offer (to private customers)?

300 Points

13/35

WSE Quiz


How do the six Levels in our English for Business Course correspond with the General

English and General Advanced English courses?

400 Points

14/35

WSE Quiz


Name three useful skills that Students acquire in the first

Stage at Wall Street English?

500 Points

15/35

WSE Quiz

Wall Street English: The Village

What is the URL for Students to access the Village?

100 Points

16/35

8

WSE Quiz


What four main areas (tabs) is the Village divided into?

200 Points

17/35

WSE Quiz


Which of the main tabs would you select if you wanted to edit

your profile?

300 Points

18/35

WSE Quiz


In which main tab can you find the link to the Village chat?

400 Points

19/35

WSE Quiz


In Practice, where can you find definitions and audio files

of key English for Business vocabulary?

500 Points

20/35

10

WSE Quiz

Wall Street English: Method

What is the first activity in each Multimedia Lesson?

100 Points

21/35

WSE Quiz


What are the four skills used in learning a language?

200 Points

22/35

WSE Quiz


Every time a Student enters and leaves the Center, we ask

them the magic question:

When ___________?

300 Points

23/35

WSE Quiz


Complete this sentence:

Students should always do one ________ per ________.

400 Points

24/35

12

WSE Quiz


What is the difference between an Encounter and a

Complementary Class?

500 Points

25/35

WSE Quiz

TEFL Trivia

What is the most popular reason for learning English?

a. To read English literature

b. For international communication with other non-native speakers

c. To travel to the UK or USA

d. To understand the words of pop songs in English

100 Points

26/35

WSE Quiz

TEFL Trivia

How many people in the world speak English to some level of

competence?

a. About 1 in 4 of the world’s population

b. About 1 in 40 of the world’s population

c. About 1 in 400 of the world’s population

200 Points

27/35

WSE QUIZ

TEFL Trivia

In which century was the first EFL course-book published?

a. 16th

b. 17th

c. 18th

d. 19th

300 Points

28/35

14

WSE Quiz

TEFL Trivia

According to the experts, how many people in the world will speak English in addition to

their native language in 2050?

a. Between 100 and 150 million

b. Between 350 and 400 million

c. Between 650 and 700 million

400 Points

29/35

WSE Quiz

TEFL Trivia

Who of the following did not teach EFL as a job?

a. James Joyce

b. Graham Greene

c. J.K. Rowling

d. Sting

500 Points

30/35

WSE Quiz

Wild Card

Who wrote Wuthering Heights?

100 Points

31/35

WSE Quiz

Wild Card

What did Gollum call the ring in Lord of the Rings?

200 Points

32/35

16

WSE Quiz

Wild Card

What nation’s treasures include the Sistine Chapel?

300 Points

33/35

WSE Quiz

Wild Card

What two countries sandwich the Dead Sea?

400 Points

34/35

WSE Quiz

Wild Card

You are trading in remote China and do not speak the local dialect. Mime: I would like to buy a horse, please.

500 Points

35/35

18

Wall Street English: The Method

20

Krashen Running Dictation

Krashen Running Dictation

Language acquisition does not require

extensive use of conscious grammatical

rules, and does not require tedious drill.

Acquisition requires meaningful

interaction in the target language—

natural communication—in which

speakers are concerned not with the form

of their utterances but with the messages

they are conveying and understanding.

Stephen Krashen

1/1

22

The Student Experience

24

The Acquisition Cycle

1/1

26

Scale of Success

Scale of Success

S Units W Units UW Units T Units m Units M Units

S1 1-4 W1 13-16 UW1 25-28 T1 37-40 m1 49-52 M1 61-64

S2 5-8 W2 17-20 UW2 29-32 T2 41-44 m2 53-56 M2 65-68

S3 9-12 W3 21-24 UW3 33-36 T3 45-48 m3 57-60

Start Level End Level

Level:________ Unit:_________ Level:________ Unit:_________

English for Business:_________________________________________

1/1

28

The First Lesson Structure Cue Cards

First Lesson Structure

Multimedia Demonstration:

Repeat

1/12


Preparation

2/12


Study Habits

3/12


The Method

4/12



Speak

5/12


Welcome

6/12


Book

Second Lesson

7/12



Confirm

8/12

30



Listen

9/12



Read

10/12


Ice-Breaking

11/12


Student Manual

Write

12/12

32

Acquisition Cycle Cue Cards

Acq

uis

itio

n C

yc

le

Lis

ten

5/1

4

Acq

uis

itio

n C

yc

le

Re

pea

t

6/1

4

34

Acq

uis

itio

n C

yc

le

Re

ad

3/1

4

Acq

uis

itio

n C

yc

le

Sp

ea

k

1/1

4

36

Acq

uis

itio

n C

yc

le

Co

nfi

rm

2/1

4

Acq

uis

itio

n C

yc

le

Wri

te

4/1

4

38

Acq

uis

itio

n C

yc

le

En

co

un

ter

7/1

4

40

Acquisition Cycle Cue Cards

Acquisition Cycle

Application

8/14

Acquisition Cycle

Production

9/14

Acquisition Cycle

Consolidation

10/14

Acquisition Cycle

Practice

11/14

Acquisition Cycle

Application

12/14

Acquisition Cycle

Presentation

13/14

Acquisition Cycle

Practice

14/14

42

Reception

44

Customer Service Matching Cue Cards

Customer Service Matching Cue Cards Don’t say

I’m busy right now.

1/24


You need to talk to my manager.

2/24


That’s not my job.

3/24

Customer Service Matching Cue Cards Don’t say Hiro has gone home, so I won’t be able

to do anything until tomorrow.

4/24


Calm down!

5/24


Call me back.

6/24


No.

7/24


I don’t know.

8/24

46


You’re right, this is a real mess.

9/24


You want it by when?

10/24


That’s not my fault.

11/24


Sorry to keep you waiting.

12/24

48

Customer Service Matching Cue Cards Say Let me transfer you to the person who can

immediately help you with this. Reason

You should redirect the client to the person who can best deal with the issue.

13/24

Customer Service Matching Cue Cards Say

I can help you with this. Reason

You should focus on what you can do to help them, by offering a possible solution.

14/24


I’m sorry. Reason

You can and should apologize to the client and this does not mean that you are admitting fault.

15/24

Customer Service Matching Cue Cards Say Hiro arrives at nine tomorrow morning, so

I’ll contact him/her first thing and come straight back to you.

Reason

You should always put a positive slant on the situation.

16/24

50


What I can do is… Reason

You should show clients that you are taking a constructive approach to their situation.

17/24


Let me find out for you. Reason

You should take ownership to research and check.

18/24


I can understand your frustration. Reason

You should express empathy for the client’s feelings, so showing care and concern.

19/24


I’ll be with you in just a moment. Reason

You should use a pleasant tone of voice, and let the client know that he is important to you and will shortly get your full attention.

20/24

52


I’ll call you back.

Reason You should always take initiative.

21/24


Thank you for holding. Reason

You should emphasize gratitude for the client’s patience.

22/24


I’ll try my best. Reason

You should try to accommodate client requests, but only make promises that you know you can fulfill.

23/24


Let’s see what we can do about this. Reason

You should avoid a defensive attitude, so helping you solve the problem quicker.

24/24

54

Complaints Cue Cards

Complaints Cue Cards Situation 1—Participant A

You are a visitor. You have been waiting for 15 minutes to see a Consultant. You are fed up and want to leave.

1/16

Complaints Cue Cards Situation 1—Participant B

You are the Receptionist. All the Consultants are busy and a prospective Student has been waiting for 15 minutes.

2/16


You are a visitor. You’ve just been told that the Consultant you came to meet isn’t in today.

3/16


You are the Receptionist. A prospective Student has just arrived for an appointment with a Consultant but s/he called in sick this morning. You did not contact the person to cancel.

4/16


You are a caller. You just want course prices and do not wish to be transferred to another person.

5/16


You are the Receptionist. A caller insists on being told course prices.

6/16


You are a caller. You were put on hold for five minutes.

7/16


You are the Receptionist. You passed a call to a Consultant but s/he left the caller on hold for five minutes.

8/16

56


You are a Student. You have been queuing in Reception for 15 minutes to book an Encounter.

9/16


You are the Receptionist. You have had problems with your computer and have caused delays to Students wanting to book classes.

10/16


You are a Student. You had trouble parking and arrived 20 minutes late for a First Lesson but were not allowed to enter.

11/16


You are the Receptionist. A Student arrived 20 minutes late for a First Lesson and so needs to be rescheduled.

12/16


You are a Student. You have been made to repeat an Encounter but you disagree with the Teacher.

13/16


You are the Receptionist. A Student has just left an Encounter and is upset that s/he has been asked to repeat the class.

14/16

Complaints Cue Cards Situation 8—Participant A You are a Student. You are at home ill and have just been called by WSI for the fifth time this month. You have already informed them that you are unable to attend the Center and do not know when you will return.

15/16

Complaints Cue Cards Situation 8—Participant B You are the Reception. You are doing Active to Book follow-up and a Student is upset that you have called.

16/16

58

Booking Techniques—Class Panels

Bo

ok

ing

Te

ch

niq

ues—

Cla

ss

Pa

nels

1/2

60

Bo

ok

ing

Te

ch

niq

ues—

Cla

ss

Pa

nels

2/2

62

Booking Techniques SSDS Schedules

Bo

ok

ing

Te

ch

niq

ues

SS

DS

Sc

hed

ule

s

Th

is W

ee

k

1/2

64

Bo

ok

ing

Te

ch

niq

ues

SS

DS

Sc

hed

ule

s

Th

is W

ee

k

2/2

66

Booking Techniques—Role-Play Cue Cards

Booking Techniques—Role-Play

You’ve just finished 9.1 and are ready

to book your Encounter. You’re

unemployed so have no timetable

restrictions.

1/8


You want to attend Encounter 45 next

Monday evening. Only Monday.

2/8


You need to complete your course

quickly and need to book next three

Encounters, CCs, and SCs before the

end of the month. Your next Encounter

is Unit 22. 3/8


You’ve just completed your Second

Lesson and need to book an Encounter

for the first time. You started in Level

four.

4/8


Your teacher told you to attend a

CC/SC, but you don’t know what that

means. You’re studying the third blue

book.

5/8


You need to repeat Encounter 13. You

prefer Friday or Saturday.

6/8


You want to book Encounter 8. You can

only come in the morning.

7/8


You completed Lesson 3 of Unit 37 two

days ago but forgot to book.

8/8

68

Class Management—Cue Cards

Class Management

There are two Encounters for Unit 47 next

Monday evening with one Student reserved

in each.

1/10

Class Management

There are three Encounters for Unit 25,

Tuesday at 2:00 p.m. with two Students,

Thursday at 8:00 p.m. with three Students

and Saturday at 11:00 a.m. with one

Student. 2/10

Class Management

A Student has completed Lesson 3 and

reserved the Encounter for ten days’ time.

3/10

Class Management

There are no full Encounters on this week’s

schedule

4/10

Class Management

There is an Encounter for Unit 4 on Tuesday

at 8:00 p.m. and Thursday at 7:00 p.m.

5/10

Class Management

There are four unused classes next

Wednesday.

6/10

Class Management

There are four unused classes this

Wednesday.

7/10

Class Management

A Student has completed Lesson 1 and

reserved the Encounter for ten days’ time

8/10

70

Class Management

A Student has reserved an Encounter 39 at

the same time as an existing Threshold

Complementary Class (Student has only

reserved the Encounter).

9/10

Class Management

There is a full Encounter 13 on Monday at

8:00 p.m. You open a new Encounter 13 on

Wednesday at 7:00 p.m.

10/10

72

Phone Call Techniques Cue Cards

Phone Call Techniques

A. Student started course two months ago, has been absent for two weeks.

1/8


B. Student started course one month ago, forgot to book Encounter 19.

2/8


C. Student finished Unit 22 Lesson 2 but has not book next Encounter.

3/8


D. Student’s course finishes in four months, has been absent for over two months.

4/8


E. Student’s course finishes in two months, is regularly active.

5/8


F. Student hasn’t attended Center since before the last holiday period.

6/8


G. Student has Encounter 14 today at 8:00 p.m. but hasn’t finished Lesson 3.

7/8


H. Student missed Encounter 10 last night.

8/8

74

Center Communication–Cue Cards


Juan called.

Please call him back

before 6pm.

1/7


Someone called to see if she could meet you for lunch-I told her you were out.

2/7


Hi Mary!

Your favorite Student

“James”

popped in to see you ;) :);) ;)

He’ll come back later.

3/7


4/8

76


5/7


6/7


7/7

78

Reception Observation Form

Receptionist: Center:

Date: Time:

Observer: Number of Students:

Number of Phone Calls: Number of Visitors:

General Approach

1. General appearance

2. Remains calm at busy times

3. Demonstrates confidence

4. Knowledge of the Method

5. Organized

6. Teamwork

7. Communication

8. Ability to multitask

9. Ability to prioritize

Feedback

________________________________________________________________________________________________

________________________________________________________________________________________________

Booking Techniques

1. Use of Class Panel

2. Use of SSDS

3. Offers choices

4. Willingness to help

5. Study advice

6. Efficient use of classes

Feedback

________________________________________________________________________________________________

________________________________________________________________________________________________

80

Telephone Techniques

1. Three rings

2. Use of English

3. Smile

4. Standard greeting

Feedback

________________________________________________________________________________________________

________________________________________________________________________________________________

Dealing with Students/Visitors

1. Acknowledges presence promptly

2. Welcoming

3. Use of English

4. Five-star service

5. Personalized service

6. Complaint management

7. Willingness to help

8. Exceeds expectations

Feedback

________________________________________________________________________________________________

________________________________________________________________________________________________

Overall Comments

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

Suggestions

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

81

Sample Daily Checklist

Center Opening Tasks Done

Reception Area

Computers switched on with SSDS, AdminTool, and CRM open

Printer/copier/fax ready

Contingency Plan data saved

Class Attendance Reports printed and stored in Teachers’ trays

Messages tray checked for pending tasks from previous shift

Class Panel updated, previous day’s classes removed

Update Central Agenda/CRM

Copies of Social Club calendar, brochures, leaflets available

Outdated flyers/posters/signs removed

Plants watered

Check minimum supplies of stationery

Check/refill WSE Shop materials

Sweet (candy) bowl replenished

Social Club Area

Television, DVD player, satellite switched on

Latest newspapers/magazines on display

Drinks/coffee machines ready

Village computers ready

Copies of Social Club calendar, brochures, leaflets available

Outdated flyers/posters/signs removed

Center Closing Tasks Done

Reception Area

Computers switched off

Printer/copier/fax turned off

Backup tapes swapped

Messages filed

Social Club Area

Television, DVD player, satellite switched off

Village computers switched off

82

Sales

84

Creating a Commercial Cue Cards

Creating a Commercial

1/8


2/8


3/8


4/8

86


5/8


6/8


7/8


8/8

88

Entrance Test Screen Shots

Entrance Test

1/4

Entrance Test

2/4

90

Entrance Test

3/4

Entrance Test

4/4

92

The Sales Presentation Cue Card

The Sales Presentation Cue Card

These details are to guide you during the role play. You will need to elaborate and improvise as

appropriate.

You work as a logistics manager in an international company. You find it challenging to work with

international clients in English and would like to be more fluent in order to communicate more effectively.

You travel quite frequently for your work, on average about one week per month.

After the WSE Consultant has explained your course options, you are interested but have some concerns:

1. You think the course is quite expensive

2. You are not sure about a course that does not have the traditional format i.e. a class with a

teacher twice per week

After the Consultant has addressed your concerns, you decide you would like to do a course. When

prompted by the Consultant, choose the course and the payment method you prefer.

1/1

94

Entrance Test Results


1/3


2/3

96


3/3

98

Client Fidelity Plan

100

The Party Game Cue Cards

The Party Game

You are football mad.

1/15

The Party Game

You have amnesia.

2/15

The Party Game

You love all the women/men in the room.

3/15

The Party Game

You make chicken noises every time you hear the

word party.

4/15

The Party Game

The host(s) reminds you of

your ex.

5/15

The Party Game

You always talk about

yourself.

6/15

The Party Game

You think you’re famous.

7/15

The Party Game

You sing when you’re nervous.

8/15

102

The Party Game

You’re an eccentric cat

owner and you always talk about your cat.

9/15

The Party Game

You’re obsessed with text messaging and checking

your telephone.

10/15

The Party Game

You have a habit of laughing

too loudly when you are nervous.

11/15

The Party Game

You think you are being followed by MI5/the CIA.

12/15

The Party Game

You start every sentence with Oh, darling…

13/15

The Party Game

You have a nervous cough.

14/15

The Party Game

You have an imaginary

friend with you. Everyone is ignoring your imaginary

friend. 15/15

104

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