BCSR contracted the British Council to conduct a training course for a number of staff nominated by their departments in order to upgrade their skills in the use of the English language for the office. The participants underwent a placement test run by the British Council to assess their level of English and to ensure those participating had similar levels of English skills. The course was modular and interactive and covered the following topics:

1)      Formal and Informal writing/speech styles for e-mailing/conversation.

·        Recognition of these styles in received e-mails

·        Practice in using correct style for reply e-mails.

·        Structure/order of information for clear e-mailing.

·        Giving directions to visitors coming to BCSR.

2)      Abbreviations and missing words

·        Knowing the missing words and abbreviations in informal e-mailing and informal conversation to better understand meaning of emails and conversation.

3)      Phrases to ask for more information, to request help, to suggest action.

·        Phrases/grammar used in situations in which information is needed from someone or when some action/instruction is required or must be given and to request assistance or offer assistance.

4)      Internal Messages – styles, clarity and useful endings

·        Typical structure for messages i.e. situation – problem/objective – solution/strategy – closing comment.

5)      Receiving Foreign Visitors

·        Greetings, welcoming visitors and informing them of schedules and BCSR.

·        Offering refreshments and 'small talk' and responses.

·        Prepositions of time (on, it, at)

·        Sequencing vocabulary (to begin with, then, finally etc)

6)      Arranging a meeting – phrases and vocabulary:

·        Suggesting meeting times and venues

·        Apologising for not being able to make meeting – being too busy – structure of letter/emails.

·        Use of 'will' and 'present continuous'.

·        Making invitations and giving directions

7)      Letter Writing

·        Arranging information – structure.

·        Phrases/grammar and vocabulary.

·        Punctuation and spelling

·        Correcting common mistakes in letter writing

8)      Answering the phone

·        Greetings – name – company etc.

·        Making and taking calls.

·        Noting down and giving telephone numbers.

·        Phrases/grammar and vocabulary to explain why you are calling, to find out information or to be transferred to correct department

·        Leaving messages, responding to requests to speak to someone.

·        Asking caller to wait

·        Asking for repetition, clarifying information received.

·        Ending calls.