Business English Upskilling Program.
Fully customized business communications training program.
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Overview
Overview
This fully bespoke Business English Communications program boosts learners’ confidence and ability to communicate effectively in English.
Responsibilities: Needs Analysis, Curriculum Development, Instructor-led & Learning Materials Design, eLearning Development, Roll-out, Community Manager, Virtual Classroom Trainer, Mentor & Coach, Learning Analytics.
Target Audience: Young professionals working in a global digital company who need a proficient level of English to be able to work across teams, regions and with clients.
Tools Used: Google Suite, Google Classroom, Zoom, Padlet, Learn Amp (LMS)
Year: 2021-2023
The Problem
The Problem
An international digital marketing company with 2500+ employees across multiple locations with most employees working cross-capability on a regional and global level. Employees, regardless of location, role or seniority, need to communicate effectively in English (with native and other non-native English speakers alike).
However, due to the company’s rapid growth via mergers and acquisitions, many ‘acquired’ employees who were never previously required to have a proficient level of English, were then expected to perform in their roles to the same level in English. Despite being experts in their field, many didn't have the ability or confidence to communicate their skills and knowledge, or collaborate effectively in English.
The Solution
The Solution
In my role as Senior L&D Manager, I was tasked with the design, development, rollout and ongoing management and delivery of an in-house English training program.
I proposed a fully blended online program with weekly virtual classrooms and post-session assignments, hosted on an LMS. The curriculum focused on communication and speaking, plus sub skills such as listening, writing, reading, grammar, vocabulary and pronunciation. The content reflected authentic business communications and provided learners with the tools and confidence needed to perform in their roles more effectively.
Employees self-elected and committed, setting their own learning objectives in accordance with line managers and course tutors.
Key Features
Key Features
Learners assigned to cohorts according to level of proficiency and regions (A1 - C2 CEFR); group sessions with a maximum of 10 per group (average 8).
Comprehensive level test and needs analysis for all new learners to assign them to the correct level and understand individual needs better.
Course content - business-light topics with an emphasis on boosting confidence and fluency: fully customized materials taking inspiration from authentic sources, industry-related articles, blogs, videos and podcasts.
Business communications and soft-skills syllabus, such as leadership, conflict management, mentoring, intercultural communications, workplace diplomacy, collaboration, presentation skills, nurturing client relationships, etc.
Dynamic group classes via Zoom with focus on speaking and listening using a communicative language learning approach; pair and group work in breakout rooms.
Project work focusing on professional skills and to improve digital literacy in order to build employees’ portfolios, help with professional development and performance reviews.
Regular microlearnings delivered to a learner’s inbox to reinforce business language and to foster learner autonomy and independent learning.
Social learning to keep learners highly engaged and motivated via discussion forums, polls and personal reflections on the course input.
Post-class quizzes and knowledge checks, written and oral assignments to consolidate learning, and detailed feedback and tips on how to further improve.
End-of-module assessments and self-reflections to track progress and continuously upgrade the program to meet changing needs of learners and the business.
End-of-year reports to celebrate achievements, demonstrate the impact of the program and collect data on progress and how to improve program delivery.
Approach
Approach
I consulted with regional HR partners, senior leaders and country directors to understand the needs of the business and the challenges employees were facing in regard to performance gaps when communicating in English.
I devised a comprehensive level test and needs analysis so I could efficiently gather data on the training needs of individuals. This informed how I needed to distribute cohorts as well as the curriculum design so it would target the specific areas learners needed to improve.
I focused on building a competency-based syllabus so that after each session learners could self-evaluate against the desired learning outcome. For example, “I am better able to describe the objectives of a project and my role and responsibilities within it.”
In collaboration with fellow L&D specialists, I designed and developed a broad scope of instructor-led materials and eLearning activities and assets. I created templates to ensure the learning materials were consistent and in line with the company brand. Materials were multi-use: for live sessions, for post-class self-study, and later adapted and hosted on the LMS. I regularly conducted quality assurance and took relevant corrective action to ensure the highest quality on all deliverables.
Challenges
Challenges
As the company continued to expand, so did demand for the program. With only myself and one other trainer, and up to 250 learners per week to train face-to-face, I took the initiative to streamline our delivery model and processes in order to scale up, while still being able to achieve top results:
I increased the number of automated-response post-class assignments, e.g. quizzes and social learning opportunities.
I assigned fewer contact teaching hours per group by offering more self-paced eLearning materials, e.g. microlearnings with videos, vocabulary activities, quizzes and reflections.
I designed a simpler yet equally effective curriculum and materials base which were easier to adapt up and down for each level.
I devised policies and procedures to track attendance in order to maximize engagement and retention.
Results
Results
In just 2 years, 500+ employees across 14 countries benefited from the language upskilling program.
In a survey of 150+ learners, 99% agreed that “Overall, since I have been a participant on the program, I am more competent in my role at Jellyfish in English.”
Check out what else learners said about the program:
Snapshot of Learner Report from a survey in June 2023.
Read some examples of how employees are able to perform better thanks to their improved ability in English:
“The program has given me the confidence to lead an international project 100% in English!”
“I can now have complex and successful business presentations and conversations with internal and external stakeholders.”
“I'm able to communicate more efficiently with my colleagues and clients due to the increase in my fluency in English.”
“I have found myself speaking up and giving my ideas and opinions more frequently and confidently. Thank you!”
“I was recently able to present something out of the blue in a meeting & it felt completely natural.”
“Now I can read and understand internal communication faster, express ideas with my colleagues better, and understand technical vocabulary more quickly.”
Check out this testimonial from a senior business leader:
“Ned has shown great leadership and drive, and his efforts have truly strengthened the performance of our learners. He has delivered many classroom sessions, 1:1s, coaching, support and also continued to build new and innovative digital resources, to keep the learning interesting, energetic and fun! He has demonstrated great energy, passion, enthusiasm, and positivity for his work and most importantly his learners, for whom he was truly passionate about their ongoing learning, growth and success.”
“Ned has shown great leadership and drive, and his efforts have truly strengthened the performance of our learners. He has delivered many classroom sessions, 1:1s, coaching, support and also continued to build new and innovative digital resources, to keep the learning interesting, energetic and fun! He has demonstrated great energy, passion, enthusiasm, and positivity for his work and most importantly his learners, for whom he was truly passionate about their ongoing learning, growth and success.”
Pardeep Bhamra
Senior People Development Director
Key Takeaways
Key Takeaways
English language training is an invaluable asset for the business. How confident an individual feels has a tremendous knock-on effect on productivity, ability to collaborate, lead teams, make decisions, wellbeing, and much more.
Business communications-focused upskilling not only gives non-native English speakers the confidence and self-belief they need, it empowers them to perform at their very best.
The success of this program is a real example of how when an organization invests in nurturing its people and talent, these individuals will continue to thrive and add great value to the business.
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