Effective Business English for Service Staff
4.8 (25 ratings)
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Effective Business English for Service Staff

Your comprehensive guide to more effective English communication - for office administration, retail and hospitality!
4.8 (25 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.
290 students enrolled
Created by Jacqueline Seidel
Last updated 3/2016
Current price: $10 Original price: $70 Discount: 86% off
5 hours left at this price!
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  • 3 hours on-demand video
  • 9 mins on-demand audio
  • 1 Article
  • 12 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • 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
View Curriculum
  • 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.

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!

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.
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Curriculum For This Course
35 Lectures
Introduction to Me And The Course
3 Lectures 04:26

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 is the CEFR and where does this course fit in?
2 pages

What does it mean - English for Frontline Staff?
1 page
Communicating with Customers and Clients
4 Lectures 16:32

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.

Preview 07:29

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.

Offering Assistance

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.

Culture Point: Business English and First Names

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!

Activity - Starting Out
3 pages
Telephoning Skills for Frontline Staff
5 Lectures 48:53
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
Arranging Meetings
6 Lectures 35:58
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
Business Correspondence for Frontline Staff
6 Lectures 33:38
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
Sales Conversations for Frontline Staff
5 Lectures 15:15
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
Hotel Conversations for Frontline Staff
3 Lectures 16:32
Checking Guests into the Hotel

Managing Problems in the Hotel

Checking Guests Out and Handling Payments
Wrapping Things Up
3 Lectures 05:48
Commonly Used Business Jargon
8 pages

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

Thank you for learning with me!

Thank You From Me!

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

Bonus Lecture: Further English Learning Opportunities with me on Udemy!
About the Instructor
Jacqueline Seidel
4.2 Average rating
597 Reviews
15,379 Students
15 Courses
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”.