Effective Business English for Service Staff

Your comprehensive guide to more effective English communication - for office administration, retail and hospitality!
5.0 (4 ratings)
Instead of using a simple lifetime average, Udemy calculates a
course's star rating by considering a number of different factors
such as the number of ratings, the age of ratings, and the
likelihood of fraudulent ratings.
129 students enrolled
Instructed by Jacqueline Seidel Language / English
79% off
Take This Course
  • Lectures 35
  • Length 3.5 hours
  • Skill Level Intermediate Level
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
Wishlisted Wishlist

How taking a course works


Find online courses made by experts from around the world.


Take your courses with you and learn anywhere, anytime.


Learn and practice real-world skills and achieve your goals.

About This Course

Published 11/2015 English

Course Description

Do you organise in English-language meetings? Take phone calls from English-speaking clients? Need to send English emails? Attend trade fairs where English is spoken?

And is English your second language?

This course is for non-native English speakers needing frontline skills in:

  • planning meetings
  • preparing meeting agendas and writing the minutes
  • taking phone calls and messages
  • greeting visitors to the company
  • sending English emails about your company, products or services
  • talking to clients or potential customers

So if you work in administration or sales, and if you have lower-intermediate or intermediate English language skills then this course is for you!

I'm a professional, qualified and experienced English trainer with over 9 years' experience teaching business English to companies and individuals here in Germany. I base my training on many years' experience working in the public and private sectors in Australia, and believe that learning by doing is the most effective way.

In this course you'll listen, watch, read, write and produce your own meeting Invitations, Agendas, Minutes and more! You'll hear phone calls, take messages, write about your products and services.

And - you'll have direct contact with me, your teacher, and I'll work with you every step of the way.

By the end of this course you will be a confident and effective communicator in Business English!

What are the requirements?

  • You should already be familiar with English (CEF A2 level), and ideally be working in an office or administrative environment.
  • You will ideally have access to a printer, as many lectures are accompanied by worksheets which are best printed and filled in. These worksheets support the learning in the lectures.

What am I going to get from this course?

  • organise meetings - send invitations, contact participants, write the agenda and take the Minutes
  • meet and greet guests to your company, and engage in small talk
  • understand and use English business jargon - both written and spoken
  • describe your products and services, and engage in simple sales conversations with potential customers

Who is the target audience?

  • This Business English course is for non-native English speakers with a pre-intermediate / intermediate level of English.
  • This course is probably not for advanced speakers of English, as it covers business topics at an intermediate level.
  • As this course has sections focused on the differences and similarities between German and English-speaking business cultures, it may not be relevant or interesting to learners outside those contexts.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction to Me And The Course
Welcome to the Course!
2 pages

No professional English course can be created nor exist in a void - there must be a purpose, a goal and a structure. But more importantly, it must exist within a recognised framework. By framework, I mean a system whereby language knowledge and ability are defined. Within the European Union, the recognised framework is the CEFR - Common European Framework of Languages, established by the Council of Europe.

What does it mean - English for Frontline Staff?
1 page
Section 2: Communicating with Customers and Clients

Frontline staff are the welcoming face of a company, and that welcome starts from the first moment a customer, counterpart or supplier walks through the door or makes a call.

This lecture focuses on different ways we can greet customers and clients, giving you the skills to greet appropriately and with confidence.


Whether we work in an office environment or in retail, customers and suppliers may need our assistance. But what can we say? How can we do this?

This lecture shows you how you can offer assistance if and when it's required.


We take a short break here to focus on a culture point: using first names in English-speaking cultures. As I said in the introduction, language and culture go hand-in-hand, so let's look at culture for a moment.

Why is this important? Effective communication is about he correct words and grammar, yes, but also about how and when to use it. Tone and style are just as important.

3 pages

In this text lecture, we combine those greetings with some general office communication. The topic here is the First Day At A New Job, and we focus on greetings, first names, reading comprehension and sentence building. Let's go!

Section 3: Telephoning Skills for Frontline Staff
Typical Telephoning Situations and How To Prepare For Them
Answering the Phone and Directing Calls
Answering the Phone and Taking Messages
Dealing with Difficulties - Speed, Volume and Content
Answering the Phone and Dealing With Problems Or Complaints
Section 4: Arranging Meetings
Information: Understanding Cultural Differences
2 pages
Why Have Meetings?
Sending Meeting Invitations
Preparing and Sending Out The Agenda
Taking The Minutes
Exercise: Take the Minutes
1 page
Section 5: Business Correspondence for Frontline Staff
Warm Up To Business Writing
1 page
Why Tone Is So Important In Business Writing
Writing Business Emails - Structuring Your Message
Why Are You Writing? Defining The Purpose.
Activity: Formality in Business English Emails
2 pages
Responding to Enquiries
Section 6: Sales Conversations for Frontline Staff
Finding Out A Customer's Needs
Suggesting or Recommending A Product
1 page
Describing a Product's Features
Explaining a Product's Usage
Activity: Handling Customer Dissatisfaction
2 pages
Section 7: Hotel Conversations for Frontline Staff
Checking Guests into the Hotel
Managing Problems in the Hotel
Checking Guests Out and Handling Payments
Section 8: Wrapping Things Up
Commonly Used Business Jargon
8 pages

This lecture recaps what we have learned, and looks towards the future.

Thank you for learning with me!


This lecture outlines my other English training courses here on Udemy, which can help you continue your learning journey!

Students Who Viewed This Course Also Viewed

  • Loading
  • Loading
  • Loading

Instructor Biography

Jacqueline Seidel, Managing Director, Training Specialist


I offer two distinct types of courses: for instructional designers and ESL professionals, and for English learners.

For Instructional Designers and ESL Professionals - I want to show you how to build a successful career as a trainer by helping you focus on both the profession and the possibilities generated by implementing instructional design principles and observing best practice business management. 

Why? Because I love being a successful business owner, I love being a trainer. And I want to share this passion and enthusiasm with you, help you solve training problems and build a successful career.

For English Learners - capitalise on my 11 years’ experience training business professionals in effective communication skills, and find out why my clients keep coming back for more!

So, who am I? I'm an Australian business skills and language trainer based in Germany since early 2006, and my professional background is originally in the Australian private and public sectors. I combine this business and policy background with a passion for providing interesting, engaging and enjoyable training programs.

Through my company, O'Connell Advanced Training Solutions, I provide advanced coaching and development in more effective business English communication, delivered through competency-based, customised, individual or small group training programs.

My clients include multi-national corporations, medium-sized enterprises and individuals.

I look forward to seeing you in my courses and to helping you be the best trainer you can be. 

You can contact me for workshops or customised face-to-face training solutions.


Seit 2006 arbeite ich als freiberuflicher Sprachtrainer in Deutschland. Mit meinem Unternehmen O’Connell Advanced Training Solutions arbeite ich für Privat-Personen sowie Studenten  aus verschiedensten Unternehmen und Industriezweigen, um Englisch-Kenntnisse effektiv zu verbessern und interkulturelle Besonderheiten zu vermitteln.

Der Fokus meines Trainings liegt auf kompetentem, individualisiertem Unterricht mit starker Erfolgsorientierung. Praxisnähe, moderne Lehrmethoden und engagierter und unterhaltsamer Unterricht machen das Lernen bei mir einfacher und schneller.

Je nach Situation kann der Unterricht für Einzel-Personen oder kleine Gruppen, als persönliches Training oder als Online-Lesson organisiert werden.

Gerne helfe ich Dir, Dein Englisch zu verbessern! Kontaktiere mich einfach, und gemeinsam finden wir den besten Weg zum “Englisch-Profi”.

Ready to start learning?
Take This Course