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Front Office Assistant Course in English with Trinity Level A2.2 Certificate

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Front Office Assistant Course in English with Trinity Level A2.2 Certificate In-person training Free Formattemp
"Nuove Frontiere Lavoro", in collaboration with the training organization "Idee Insieme" and thanks to the "Formatemp" fund, publishes a Front Office Assistant course in English with Trinity certification level A2.2 - Free

The FO Officer represents the central communications hub of every company, conveying and generally managing the majority of incoming and outgoing information and document flows. He or she is the point of contact for clients when they engage with the company.

For ISFOL (INAPP) , this figure is among the professions belonging to the class "Customer reception and information employees", part of the group "Executive professions in office work".

For this role, a good command of a foreign spoken language is required (especially the English one) It is especially essential if you work in a company that has relations with foreign countries.

Funding Body: Formatemp

Promoting Body: New Frontiers of Work

Implementing Body: Idee Insieme soc.coop.soc.

Certifying Body: Trinity College London (TLC)

GENERAL OBJECTIVES:

The Front Office clerk is the company's business card.
The aim is therefore to train a professional figure capable of:

-play a key role in welcoming customers, in liaising with them and with colleagues, in accordance with the company's mission, objectives, and image;

-use verbal and telephone communication to acquire and provide information as well as manage complaints and requests;

-accomplish the above with a good command of the English language.

To this end, to promote better employability on the job market, the Graded Examinations in Spoken English exam is foreseen [(GESE GRADE 4 – CEFR Level A2.2 for the evaluation of oral production and listening skills (Speaking & Listening)] that the students, at no cost to them, will carry out at the implementing body IDEAS TOGETHER (Trinity London Center TLC Accredited) with native-speaking Trinity examiners. The TLC itself will issue a certificate of proficiency to those who pass the exams. The TLC It is an international English language certification body recognized by the MIUR pursuant to the decrees of 7 March 2012, prot. 3889 and 12 July 2012, prot. 10899. All Trinity English language exams are aligned with the Common European Framework of Reference for Languages ​​(CEFR) from levels pre-A1 to C2.

SPECIFIC CONTENTS:

- Customer orientation and effective communication;

- Knowledge of the English language level A2;

- Use of the English language in the relevant work context;

- Rights and duties of temporary workers;

- Safety in the workplace.

DURATION: 140 HOURS from March 02nd to April 29th 2020 – the classroom day will be 4 hours long;

CLASSROOM LESSONS:

- [communication form] initially for 2/3 days a week for approximately 3 weeks from 14.00 pm to 18.00 pm;

- [English and Technical Module] from Monday to Friday from 09.30 to 13.30;

CERTIFICATE: of Formatemp attendance (minimum 70% of total hours including attendance at compulsory lessons) which gives access to the GESE GRADE 4 – CEFR Level A2.2 - Trinity College London exam to be taken at IdeeInsieme;

CERTIFICATE OF COMPETENCE: from Trinity College London , for those who pass the exam;

EXAM COMPLETION REQUIRED: on the date set at the end of the course;

PARTICIPATION REQUIREMENTS: the course is aimed at candidates for temporary work missions (both employed and unemployed);
- Knowledge of the English language at least level A1 even if NOT certified;
- For foreigners, knowledge of Italian grammar, even if NOT certified;

SELECTION METHOD: Access to the course will take place through several preliminary steps:
- Correct submission of the required documentation;
- Analysis of the CV submitted;
- Motivational and skills evaluation interview level BASE to be carried out at our office on the day of 27/ 02 / 20 from around 14.00pm;

SELECTIONS: Those who have joined will be contacted by email for confirmation. (By 26/02/2020 at 5:00 PM) of the on-site interview on the scheduled day 27/02/2020 from 14.00 about, both individual and group.

COST: both the course and the certification exam are free (funded by Formatemp) ;

English TEACHER: The teacher chosen for the course, a graduate, in addition to boasting teaching experience in teaching English language courses, is certified by AIM AWARDS-ANGLIA – recognised by the MIUR – Advanced Business English level (B2).

Course modules

0.1

Customer orientation and effective communication

-Introduction to front office activities;

-Employment opportunities, exit orientation;

-Professionalism of reception, corporate image and customer orientation;

-Smile factor and corporate look;

-Principles of effective communication, telephone communication techniques;

- Written communication, complaints, communication management and customer relations;

EXERCISES:

At the end of the theoretical course, through several role-play sessions, students will refine their communication style by adapting it to specific cases proposed by the teacher and will test their customer management and reception skills.

- LEARNING TEST

0.2

English level A2

- Entrance test to evaluate initial skills

GRAMMAR AND SYNTAX

Sentence construction

Sentence types: affirmative, interrogative, and negative

Auxiliaries

Verb to be

Verb to have

Connectives

Short answers

Adjectives and Pronouns (personal, possessive, relative, interrogative, impersonal, demonstrative)

Countable and uncountable nouns

Articles – partitives – indefinites

Adverbs

Saxon genitive

Prepositions (introduction to phrasal verbs)

Regular - irregular verbs

Simple tenses and compound tenses

Study of the various verb tenses and their placement on a timeline

The Imperative

Simple Present – ​​Simple Past

Infinitive - Gerund

The Progressive

The future

Introduction to Modals

Like – dislike

USE OF THE ENGLISH LANGUAGE

Introducing yourself (greetings, where you come from, family, work, free time)

Useful Expressions: Formal English – Informal English (and Slang)

EXERCISES

Using grammatical and syntax rules, participants will practice developing the skills of:

LISTENING: understanding the meaning of the dialogue by listening to short statements in order to extract factual information (times, dates, etc.), showing appreciation for the speakers' attitudes and intentions.

SPEAKING: interacting in situations that simulate authentic communication to ask and understand questions and give appropriate answers; speaking freely to express emotions, reactions, etc.; greeting people and responding to greetings (in person and on the phone); introducing oneself; asking for and providing personal details; helping others express their ideas by interrupting a conversation; starting a new topic, changing the subject, resuming or continuing the topic.

SIMULATION PRACTICE TESTS

A2.2 GESE TLC exam simulation

- LEARNING TEST

0.3

Hospitality, information and messages

-Welcoming a guest;

-Give directions in person and by telephone;

-Fulfill requests and handle complaints;

-Note messages Write an email.

EXERCISES:

(Role Play) in which the students, divided in turns between the roles of front office clerk and customer, will express themselves in English in front of the rest of the audience.

Both roles, interacting in dialogue, will experiment in the simulated work context, oral production and listening skills (Speaking & Listening).

The teacher's supervision during each dialogue will allow for ongoing corrections, prompting the audience to check for any errors, and encouraging the participants to fully address what they are embodying.

- LEARNING TEST

0.4

Health and safety in the workplace

Health and safety in the workplace

0.5

Rights and duties of temporary workers

Rights and duties of temporary workers