Posts tagged ‘communication listening’
Though ESL teachers are perceived mainly as educators and linguists, they are also service providers. ESL teachers have a number of fundamental roles in common with front-line customer service trainers in a range of service industries, namely
- participant
- translator
- event organizer
- manager
- trainer
- and resource/ consultant adviser.
They also share a number of essential communicative, interpersonal and reflective/analytical skills. An ESL teacher work is therefore seen to fit comfortably within the dimensions of classical services theory and practice.
ESL teachers as service providers are largely responsible for the generation of functional quality and, create considerable competitive advantage for their firms. The implications are that ESL teacher training and professional development should not be confined to such subjects as pedagogy alone but should also include elements of services theory and practice.
Studies have shown; that customer satisfaction improves as service employee communication skill levels increase.
Among the key skills found to be necessary are active listening and a non-threatening communication style as a key skill for service providers. Further, companies that have established abilities of interpreting nonverbal cues from their customers have the highest levels of sales. Non verbal cues include
- eye contact,
- gesture,
- facial expression
- and posture,
- proactive dialogue, as well as active listening
Research has proven that by offering English as a Second Language ESL classes/ training, your company will improve, customer service, communication, retention, safety, and morale. http://www.englishsolutions.biz
