Topics:

1. Providing Directions and Responding to Inquiries
2. Advanced Telephone and Customer Service Skills
3. Written Communications
4. Providing Simple Multi-Step Instructions
5. Negotiating Deadlines and Communicating Time

Description:
This multi-level Vocational English-as-a-Second Language (VESL) course is designed for the intermediate to advanced language level student whose first language is other than English. The course focuses on expanding and developing the skills learned in English at Work: Healthcare Workplace Communication I. Student will improve fluency, accuracy, and SCANS competencies in order to communicate more effectively in the workplace. Listening, speaking, reading, writing skills for the workplace are integrated within controlled grammar and sentence structures. The course includes English vocabulary development related to equipment, supplies, common tasks, and safety procedures in the healthcare industry.

Course Content and Scope:
The basic language skills of speaking, listening, reading, writing, grammar, vocabulary, pronunciation, critical thinking, problem solving, and teamwork are taught within the context of life and employability skills. Basic skills will be developed and applied to tasks that are required of adults in order to benefit from on-the-job training and function more effectively in the workplace. Student will be instructed through a variety of techniques (cooperative learning language experience, information-gap, substitution drills) and grouping strategies.

1. Speaking and listening exercises with a focus on health industry specific vocabulary to include occupational names, language for comparing and contrasting of situations in the health industry, requesting information, apologizing, reporting problems, clarifying and repeating information.
2. Reading skills include comprehension of basic workplace texts with familiar content and language and using the texts to write simple reports/telephone messages.
3. Writing skills include filling out workplace forms, writing brief notes or telephone messages, and completing simple reports.
4. Grammar skills include comprehension and usage of the present, past, and future forms of verbs; perfect and progressive verb forms, prepositions of location and time, pronouns, and comparative adjectives in reading, writing and listening/speaking activities.

Course Objectives: (Expected Student Learning Outcomes)
The student will be able to:

1. Respond to patients' requests and questions.
2. Communicate work progress and negotiate work deadlines.
3. Respond to supervisors' orders, requests, and/or instructions by repeating or paraphrasing.
4. Make verbal and written requests to get additional or missing information necessary to complete work related tasks.
5. Solicit and respond to feedback related to work quality.
6. Create one-step and multi-step instructions necessary to complete work related tasks.
7. Read, interpret, and describe work related procedures.
8. Recognize and use non-verbal communication in the workplace.
9. Recognize and record units of measurement related to workplace tasks.
10. Write notes and/or brief reports related that address complaints, supervisor, and employee communications.
11. Write accurate telephone messages.
12. Use verbal and non-verbal communication to participate in teams to complete work related tasks and assignments.
13. Research and use information from different resources such as telephone directories, manuals, dictionaries, and the internet to solve problems and answer customer questions.
14. Respond to criticism and conflict verbally and in writing.
15. Distinguish between polite and impolite modes of communication as discussed in class.

Method of Instruction:
Audio/visual media, lectures, demonstrations, cooperative learning activities, and reading and writing process will be included. Method of instruction will take into consideration student's diverse learning styles and abilities providing assignments that include text-based learning, hands-on projects, team assignments, and role plays.