Syllabus for ESP

Group members:

Yeni Ulandari

Sari Berlianti

Nama Riki

Sahriana 

Syllabus outline

Course descriptions                           :  This course was developed based on an analysis of the needs of banking personnel. There are 3 language skills that will be the focus of this course, they are speaking, listening, and writing skills. This class will be held for one month and each class has 2 credit hours. Esp class will be held once a week and will be held every Sunday at 08:00 - 10:00.

Pre-course information

Course title                                             : English for banking personnel

Credit  hours                                          : 2 hours

Number of the students                  : 5 students

Basic competence                  :

1.     describing registration procedure correctly and clearly  to the  customers related to transactions at the bank

2.     responding customers' problem related to bank services and  resolve the problem politely in spoken and written

3.     use good spoken English correctly in making a polite telephone call with the customers

• No.	week	Topics	skills	Purpose	Outcomes
  1	1st	Telephoning conversation	Speaking, listening	a.     The learners know how to make a polite call to the customer.        b.     The learners know what customers are talking about on the phone	The learners are able to :       a.     Use good spoken English correctly in making a polite telephone call       b.     Comprehend or identify what customers are talking about on the phone
  2	2nd	Explaining bank services	Speaking, listening	a.     The learners know how to explain procedures/ registration clearly        b.     The learners know describe some vocabularies of bank services	a.     The learners will be able to explain the procedure of bank services in a good way and clearly       b.     The learners will be able to describe some vocabularies of bank services
  3	3rd	Respond customer complain with email	Writing	a.     The learners know how to respond the customer’ complain in email b.     The learners know some expression for apologizing c.     The learners know how to give solution to the customers’	a.     The learners will be able to write a respond for handling complain using email       b.     The learners will be able use some expression for apologizing       c.     The learners will be able to give solution to the customer politely in written
  4	4th	Handling complaints	Speaking, listening	a.     The learners know how to handle complaints in a polite way       b.     The learners know some expression for apologizing        c.     The learners understand how to offering help and making a request in handling customers’ problem	a.     The learners will be able to handle complaints in a polite way       b.     The learners will be able use some expression for apologizing.       c.     The learners will be able to use offering help expression and making a request in handling customers’ complaint