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From: "Ronna Timpa" <ronna@workplaceesl.com>
To: Multiple recipients of list <nifl-esl@literacy.nifl.gov>
Subject: [NIFL-ESL:10622] RE: Defending Workplace ESL
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My experience with hotels (80% of our business) is that the biggest selling
point is the "loss of dollars" when a customer turns around and leaves as a
result of poor customer service. One of the hotels I work with here in Las
Vegas actually did a study of what it would cost to lose one local couple
who came in to gamble. Think about that couple who comes in and asks for
directions or has an emergency and has to communicate it to the first person
he or she sees. When that person cannot answer in English, it affects the
level of customer service. This one Powerpoint slide has influenced many
executives when I present our program. I'd be happy to forward it to
individuals if you need it.
In addition, you can measure the following: less turnover, lower error
rates, increased customer satisfaction (less complaints) and less time spent
on translating or explaining for the second time.
Also, my small workplace ESL company has decided to start certifying
teachers as a "Workplace ESL Instructor". There was no certification to be
found and my teachers and myself were constantly asked by employers... Are
you certified? Well, what does that mean? I have a master's degree in
TESOL and many of my 10 teachers do as well, but a certification in
workplace ESL is more credible. So, we have our first seminar Dec 13/14
here in Las Vegas. Since the response was so great, we are doing another
one Jan 20/21 again here in sunny (but cold) Las Vegas. This is an exciting
road and I can't wait to see how it goes. Workplace ESL is getting bigger
and bigger by the minute and I'm happy to see so much research and
documentation popping up.
Glad we have this listserve :)
Ronna Timpa
Workplace ESL Solutions
www.WorkplaceESL.com
(702) 873-3520
- Customized Workplace English - Workplace Spanish
- Spanish/English & English/Spanish Translations
-----Original Message-----
From: nifl-esl@nifl.gov [mailto:nifl-esl@nifl.gov] On Behalf Of Peter
MacMonagle
Sent: Wednesday, December 01, 2004 3:24 PM
To: Multiple recipients of list
Subject: [NIFL-ESL:10613] Defending Workplace ESL
To the Group,
I need a little help.
I am going to have a meeting with managers at one of the companies I teach
at. They don't think the ESL program benefits the company, although there
are people who can see the students making progress.
If anyone has information on how ESL programs benefit companies, their
bottom line, productivity, etc. I would be grateful for the assistance.
Wm. Peter MacMonagle, M.Ed.
Central Piedmont Community College
"The most exciting phrase to hear in science, the one that heralds new
discoveries, is not 'Eureka!' ('I found it!') but rather 'hmm....that's
funny...'" - Isaac Asimov.
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