Delivery of Training on Business English and Effective Communication - Tripoli
Lebanon
- Organization: IRC - International Rescue Committee
- Location: Lebanon
- Grade: Level not specified - Level not specified
-
Occupational Groups:
- Operations and Administrations
- Communication and Public Information
- Education, Learning and Training
- Economic Recovery & Livelihood
- Sustainable Business Development
- Closing Date: Closed
Requisition ID: req7236
Job Title: Delivery of Training on Business English and Effective Communication - Tripoli
Sector: Economic Recovery & Livelihood
Employment Category: Consultant
Employment Type: Part-Time
Open to Expatriates: No
Location: Tripoli, Lebanon
Job Description
1.Background and Justification The majority of Syrian refugee youths in Lebanon face barriers to accessing employment and are offered few skills-building opportunities as an alternative. These youths need a safe learning space that will equip them with tools to tackle these challenges and eventually earn income, thereby helping them to rebuild their self-confidence. A UNDP assessment of Labour Needs in 2016 identified several gaps impeding the professional growth of workers and companies in Lebanon. Based on this study, a lack of English skills was identified in several sectors, for instance 43% of professionals in the ICT sector and 70% of Professionals in the Agro-Food industry reported a lack of English skills. Furthermore, 76% of companies reported concerns about weak workplace competencies. The training described below focuses on Business English and Communication Skills with Customers. English is the most commonly used language among foreign language speakers. Throughout the world, when people with different languages come together they commonly use English to communicate on business or non business matters.Knowing English will render the person bilingual and increases his/her employability chances, particularly in Lebanon. Good Communication Skills with customers are essential for many different types of jobs. Handling customers professionally is the key ingredient to keep every business competitive and successful. The need for a Business English and Communication Skills Training was equally requested by several jobseekers of the IRC’s livelihoods centre, and especially by employers who see it as a requirement in the market and not as an option.By the end of this training, participants will acquire the essential soft skills needed in the workplace. Based on the above, this training is proposed for youth Lebanese residents and refugees living in Tripoli/T5 region. 2.Learning Objectives and Delivery Methodology The Business English and Communication Skills with Customers training targets mainly trainees who are in need of English language and soft skills in the workplace. By the end of the 84 training hours, trainees should be able to: ØEngage in longer oral English communication ØUnderstand the main idea of a complex English text ØPresent or share ideas in oral English more fluently ØUnderstand grammar structure better ØIncrease business vocabulary comprehensively ØObtain effective oral and written communication skills ØDevelop positive attitude and interpersonal skills ØBe familiar with skills involved in developing business relationships with customers and co-workers ØHandling difficult customers and callers ØGain skills necessary for quality telephone customer service: professionalism in receiving messages, re-directing and following up calls ØUnderstand and clarify expectations with customers leading to effective decision making ØCreate a positive first impression ØIdentify and help meet Customers’ needs ØCreate a positive last impression By the end of this training, trainees should be able to seek employment in institutions in need of customer service or office assistants. The 20 participants will be organized in one training group divided between Lebanese and Syrian males or females. 3.Indicative Contents of the Training The training will cover Business English language sessions merged with Communication skills classes. The below points serve as an indicative support to the development of the curriculum by the training provider. The training provider is not expected to exactly match the below contents, but rather work on developing a curriculum and a training methodology that will enable trainees to achieve the Learning Outcomes in part 2 of this ToR. The training will expand over a period of 84 hours covering the following topics: oUse a range of technical words, phrases and sentences related to workplace objects, activities and routines oDemonstrate control over grammatical structures oIdentify Yourself and Your Company oAsk questions to find out general information on a range of topics oRespond, with flexibility, at both sentence and discourse level to unexpected comments on a range of general and business topics oKeep interaction going in longer exchanges on a range of general and business topics oTelephone Etiquette: maintain a service oriented attitude and a productive language oAnalysis of case studies oJob Shadowing oProfessional Email Writing Skills: formal and informal emails, recommendation and resignation letters, reports and minutes of meeting oKnowing the meaning of poor, good and excellent customer service oIdentify customers’ needs and expectations oManage disagreements and conflicts oNegotiation, compromising, and constructive criticism 4.Period and location of training delivery The training should be delivered to 20 male and female trainees over a period of 12 consecutive weeks from December 19th, 2020 till March 18th , 2020 over a period of 84 hours. The training should be delivered within the Livelihoods Center in Tripoli-Mina. 5.Target audience and profile (age, literacy level) The target group will consist of 20 trainees, Syrian and Lebanese males and females registered at the livelihoods center. The criteria for selection will include: -Men and women within the age range of 16 to 45 -Literate with English Knowledge -Either Lebanese and Syrian national. -Interest and commitment to attend the whole training with an active participation. -Already registered at the Livelihoods Centre. 6.Pre- and post-training test requirements The contractor will be entrusted with developing pre- and post-test questionnaires to determine the level of knowledge and skills of trainees vis-à-vis the English language and Customer Service Skills. The pre-test and post-test questionnaires are the same and they are delivered before the start date of the training and after the last session. The contractor will be expected to collect the data, to analyze the results of the pre and post-test questionnaires and to document them in a “Technical Training Report” to be submitted one week after the last training session to IRC. 7.Arrangements Expected from Contractor The contractor is expected to ensure the following: §The Training would be delivered 2 days weekly, with 3,5 hours per day, in the morning or in the afternoon §The trainer would finalize the Training across a period of 12 weeks for a total of 84 training hours. In addition to the above, the below will be taken into consideration: 8.Expected Deliverables §The training calendar with session titles; §A training book/ Handout to be used by trainees §The Curriculum handout organized by training sessions describing: §Session topic §Learning objectives, §Duration of the session, §List of key contents and talking points, §Sequence of steps to deliver the session, §Required materials §The pre and post-training test questionnaires, to verify competences and learning Annex 1: Table of Contents of the Training Report Table of Contents 2.1 Learning Objectives Statement. 3.1 Overview of the workshop Agenda and Activities Day By Day. 4.1 Summary of Informal Daily Evaluations. 4.2 Summary of the Final Evaluation Results (using questionnaire). 5. Lessons Learnt and Remarks. 5.2 Recommendations for Future Trainings. 6. Participants and Learning Achievements. I. Pre- and Post- Training Test (Questionnaire). IV. Participants’ Evaluation of the Training. V. Findings of Participants’ Evaluation.
However, we have found similar vacancies for you: