ReceptionistTRAINER Tools
© 2014 by Pearson Education Limited
Edited in Spain
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means,
electronic, mechanical, photocopying, recording or otherwise without the permission of the Publishers.
This material is the intellectual property of Pearson Education Limited.
First edition 2010
Second edition 2014
Authors:
Wall Street English International: Department of Operations
Acknowledgements:
A special thank you to Roy Adams (National Service Manager, WSI Hong Kong), Jimena Almedia, (Service Manager, WSI Ecuador), Eli
Asikin Garmager (Teacher, WSI Indonesia), Lex Baker (Head Office Staff, WSI Germany), Zana Ballout (Teacher, WSI Indonesia), Natalia
Bernal (Service Manager, WSI Colombia), Andrea Bicini (Head Office Staff, WSI Thailand), Alastair Bishop (Teacher, WSE China),
Rochelle Bloom (Teacher, WSI Indonesia), Kevin Boyd (National Service Manager, WSI Thailand), Jorge Ceballos Oyanedel (Regional
Service Manager, WSI Chile), Nhac Chuong (Teacher, WSI Hong Kong), Hywel Davies (Head Office Staff, WSE China), Dirk De Groote
(Regional Service Manager, WSI Chile), Matthew Duffy (National Service Manager, WSI Germany), Jaime José Duran Plazas (National
Service Manager, WSI Colombia), Mark Evans, (Teacher, WSI Korea), Deanna Fuller (Center Staff, WSE China), Elin Gasparini (Head
Office Staff, WSI Argentina), Paul Ghenoiu (Service Manager, WSI Turkey), Berlin Harrell (Teacher, WSI Indonesia), Irena Hingarova
(Head Office Staff, WSE China), Alex Hoerenz (Teacher, WSE China), Sophie Hudson (Teacher, WSI Indonesia), Richard Jackson
(Teacher, WSE China), Josephine Jija (National Service Manager, WSI Italy), Barry Jones (Teacher, WSE China), Adam La Fuze (National
Service Manager, WSE China), Tim Lai (Teacher, WSI Hong Kong), Anna Lau (Teacher, WSI Hong Kong), Michel Le Quellec (CEO WSI
Hong Kong, WSI Indonesia, and WSI Thailand), Jane Lo (Teacher, WSI Hong Kong), Sergio Molinaro (Head Office Staff, WSI Italy),
Angelica Mosca (Service Manager, WSI Italy), Megan Peterson (Teacher, WSE China), David Robyak (WSE China), Martin Shields
(Service Manager, WSI Argentina), Sonia Sood (Center Staff, WSI Italy), Helen Sui (Regional Service Manager, WSE China), Ariel Surface
(Service Manager, WSI Turkey), Lisandro Terenzi (National Service Manager, WSI Argentina), Andrew Whitmarsh (National Service
Manager, WSI Indonesia), Orsola Zampetti (Center Staff, WSI Italy), Enza Zaretti (Head Office Staff, WSI Italy), and Cherry Zhang
(Regional Service Manager,WSE China) for their contribution to the materials in these manuals.
In addition, the authors would like to thank all the participants of the regional Teacher Excellence and Service Excellence training sessions
for their participation, feedback, and suggestions on the content of the manuals and structure of the training.
We welcome ongoing feedback from those of you in the field who deal with teaching, training and managing of staff on a daily basis to
continually improve these manuals for our Service staff across the Wall Street English network.
www.wallstreetenglish.com
Table of Contents
RECEPTIONIST TRAINING – TRAINER TOOLS MANUAL
Introduction to Wall Street English Document Pages
WSE Quiz Cards Tools 2-18
Wall Street English: The Method Krashen Running Dictation Tools 22
The Student Experience
The Acquisition Cycle Tools 26 Scale of Success Tools 28 First Lesson Structure Cue Cards Tools 30-32 Acquisition Cycle Cue Cards Tools 34-42
Reception
Customer Service Matching Cue Cards Tools 46-54 Complaints Cue Cards Tools 56-58 Booking Techniques—Class Panels Tools 60-62 Booking Techniques—SSDS Schedules Tools 64-66 Booking Techniques—Cue Cards Tools 68 Class Management Cue Cards Tools 70-72 Phone Call Techniques—Cue Cards Tools 74 Center Communication Cue Cards Tools 76-78 Reception Observation Form Tools` 80-81 Sample Daily Checklist Tools` 82
Sales
Creating a Commercial Cue Cards Tools 86-88 Entrance Test Cue Cards Tools 90-92 The Sales Presentation Cue Card Tools 94 The Entrance Test Result Tools 96-98
Client Fidelity Plan
The Party Game Cue Cards Tools 102-104
Introduction to Wall Street English
1
WSE Quiz Cue Cards
WSE Quiz
Wall Street English: International Facts and History
In which city and country are the WSE Headquarters?
100 Points
1/35
WSE Quiz
Wall Street English: International Facts and History
How many Students do we currently provide English to
worldwide?
200 Points
2/35
WSE Quiz
Wall Street English: International Facts and History
How many territories do we operate in?
300 Points
3/35
WSE Quiz
Wall Street English: International Facts and History
When was Wall Street English founded and where?
400 Points
4/35
2
3
WSE Quiz
Wall Street English: International Facts and History
Which company owns WSE International?
500 Points
5/35
WSE Quiz
Local WSE Facts and History
How many WSE Centers are there in your network?
100 Points
6/35
WSE Quiz
Local WSE Facts and History
What is the name of the National Service Manager in
your network?
200 Points
7/35
WSE Quiz
Local WSE Facts and History
What is the name of the General Manager in your
network?
300 POINTS
8/35
4
5
WSE Quiz
Local WSE Facts and History
In which year did the first Center open in your network?
400 Points
9/35
WSE Quiz
Local WSE Facts and History
How many Students are there approximately in your network
at the moment?
500 Points
10/35
WSE Quiz
Wall Street English: Products
What are the four Stages in the WSE General English Course?
100 Points
11/35
WSE Quiz
Wall Street English: Products
How many Levels are there in each Stage?
200 Points
12/35
6
7
WSE Quiz
Wall Street English: Products
Which three products do we offer (to private customers)?
300 Points
13/35
WSE Quiz
Wall Street English: Products
How do the six Levels in our English for Business Course correspond with the General
English and General Advanced English courses?
400 Points
14/35
WSE Quiz
Wall Street English: Products
Name three useful skills that Students acquire in the first
Stage at Wall Street English?
500 Points
15/35
WSE Quiz
Wall Street English: The Village
What is the URL for Students to access the Village?
100 Points
16/35
8
9
WSE Quiz
Wall Street English: The Village
What four main areas (tabs) is the Village divided into?
200 Points
17/35
WSE Quiz
Wall Street English: The Village
Which of the main tabs would you select if you wanted to edit
your profile?
300 Points
18/35
WSE Quiz
Wall Street English: The Village
In which main tab can you find the link to the Village chat?
400 Points
19/35
WSE Quiz
Wall Street English: The Village
In Practice, where can you find definitions and audio files
of key English for Business vocabulary?
500 Points
20/35
10
11
WSE Quiz
Wall Street English: Method
What is the first activity in each Multimedia Lesson?
100 Points
21/35
WSE Quiz
Wall Street English: Method
What are the four skills used in learning a language?
200 Points
22/35
WSE Quiz
Wall Street English: Method
Every time a Student enters and leaves the Center, we ask
them the magic question:
When ___________?
300 Points
23/35
WSE Quiz
Wall Street English: Method
Complete this sentence:
Students should always do one ________ per ________.
400 Points
24/35
12
13
WSE Quiz
Wall Street English: Method
What is the difference between an Encounter and a
Complementary Class?
500 Points
25/35
WSE Quiz
TEFL Trivia
What is the most popular reason for learning English?
a. To read English literature
b. For international communication with other non-native speakers
c. To travel to the UK or USA
d. To understand the words of pop songs in English
100 Points
26/35
WSE Quiz
TEFL Trivia
How many people in the world speak English to some level of
competence?
a. About 1 in 4 of the world’s population
b. About 1 in 40 of the world’s population
c. About 1 in 400 of the world’s population
200 Points
27/35
WSE QUIZ
TEFL Trivia
In which century was the first EFL course-book published?
a. 16th
b. 17th
c. 18th
d. 19th
300 Points
28/35
14
15
WSE Quiz
TEFL Trivia
According to the experts, how many people in the world will speak English in addition to
their native language in 2050?
a. Between 100 and 150 million
b. Between 350 and 400 million
c. Between 650 and 700 million
400 Points
29/35
WSE Quiz
TEFL Trivia
Who of the following did not teach EFL as a job?
a. James Joyce
b. Graham Greene
c. J.K. Rowling
d. Sting
500 Points
30/35
WSE Quiz
Wild Card
Who wrote Wuthering Heights?
100 Points
31/35
WSE Quiz
Wild Card
What did Gollum call the ring in Lord of the Rings?
200 Points
32/35
16
17
WSE Quiz
Wild Card
What nation’s treasures include the Sistine Chapel?
300 Points
33/35
WSE Quiz
Wild Card
What two countries sandwich the Dead Sea?
400 Points
34/35
WSE Quiz
Wild Card
You are trading in remote China and do not speak the local dialect. Mime: I would like to buy a horse, please.
500 Points
35/35
18
19
Wall Street English: The Method
20
21
Krashen Running Dictation
Krashen Running Dictation
Language acquisition does not require
extensive use of conscious grammatical
rules, and does not require tedious drill.
Acquisition requires meaningful
interaction in the target language—
natural communication—in which
speakers are concerned not with the form
of their utterances but with the messages
they are conveying and understanding.
Stephen Krashen
1/1
22
23
The Student Experience
24
25
The Acquisition Cycle
1/1
26
27
Scale of Success
Scale of Success
S Units W Units UW Units T Units m Units M Units
S1 1-4 W1 13-16 UW1 25-28 T1 37-40 m1 49-52 M1 61-64
S2 5-8 W2 17-20 UW2 29-32 T2 41-44 m2 53-56 M2 65-68
S3 9-12 W3 21-24 UW3 33-36 T3 45-48 m3 57-60
Start Level End Level
Level:________ Unit:_________ Level:________ Unit:_________
English for Business:_________________________________________
1/1
28
29
The First Lesson Structure Cue Cards
First Lesson Structure
Multimedia Demonstration:
Repeat
1/12
First Lesson Structure
Preparation
2/12
First Lesson Structure
Study Habits
3/12
First Lesson Structure
The Method
4/12
First Lesson Structure
Multimedia Demonstration:
Speak
5/12
First Lesson Structure
Welcome
6/12
First Lesson Structure
Book
Second Lesson
7/12
First Lesson Structure
Multimedia Demonstration:
Confirm
8/12
30
31
First Lesson Structure
Multimedia Demonstration:
Listen
9/12
First Lesson Structure
Multimedia Demonstration:
Read
10/12
First Lesson Structure
Ice-Breaking
11/12
First Lesson Structure
Student Manual
Write
12/12
32
33
Acquisition Cycle Cue Cards
Acq
uis
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yc
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Lis
ten
5/1
4
Acq
uis
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yc
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Re
pea
t
6/1
4
34
35
Acq
uis
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yc
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Re
ad
3/1
4
Acq
uis
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yc
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Sp
ea
k
1/1
4
36
37
Acq
uis
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yc
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Co
nfi
rm
2/1
4
Acq
uis
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yc
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Wri
te
4/1
4
38
39
Acq
uis
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yc
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En
co
un
ter
7/1
4
40
41
Acquisition Cycle Cue Cards
Acquisition Cycle
Application
8/14
Acquisition Cycle
Production
9/14
Acquisition Cycle
Consolidation
10/14
Acquisition Cycle
Practice
11/14
Acquisition Cycle
Application
12/14
Acquisition Cycle
Presentation
13/14
Acquisition Cycle
Practice
14/14
42
43
Reception
44
45
Customer Service Matching Cue Cards
Customer Service Matching Cue Cards Don’t say
I’m busy right now.
1/24
Customer Service Matching Cue Cards Don’t say
You need to talk to my manager.
2/24
Customer Service Matching Cue Cards Don’t say
That’s not my job.
3/24
Customer Service Matching Cue Cards Don’t say Hiro has gone home, so I won’t be able
to do anything until tomorrow.
4/24
Customer Service Matching Cue Cards Don’t say
Calm down!
5/24
Customer Service Matching Cue Cards Don’t say
Call me back.
6/24
Customer Service Matching Cue Cards Don’t say
No.
7/24
Customer Service Matching Cue Cards Don’t say
I don’t know.
8/24
46
47
Customer Service Matching Cue Cards Don’t say
You’re right, this is a real mess.
9/24
Customer Service Matching Cue Cards Don’t say
You want it by when?
10/24
Customer Service Matching Cue Cards Don’t say
That’s not my fault.
11/24
Customer Service Matching Cue Cards Don’t say
Sorry to keep you waiting.
12/24
48
49
Customer Service Matching Cue Cards Say Let me transfer you to the person who can
immediately help you with this. Reason
You should redirect the client to the person who can best deal with the issue.
13/24
Customer Service Matching Cue Cards Say
I can help you with this. Reason
You should focus on what you can do to help them, by offering a possible solution.
14/24
Customer Service Matching Cue Cards Say
I’m sorry. Reason
You can and should apologize to the client and this does not mean that you are admitting fault.
15/24
Customer Service Matching Cue Cards Say Hiro arrives at nine tomorrow morning, so
I’ll contact him/her first thing and come straight back to you.
Reason
You should always put a positive slant on the situation.
16/24
50
51
Customer Service Matching Cue Cards Say
What I can do is… Reason
You should show clients that you are taking a constructive approach to their situation.
17/24
Customer Service Matching Cue Cards Say
Let me find out for you. Reason
You should take ownership to research and check.
18/24
Customer Service Matching Cue Cards Say
I can understand your frustration. Reason
You should express empathy for the client’s feelings, so showing care and concern.
19/24
Customer Service Matching Cue Cards Say
I’ll be with you in just a moment. Reason
You should use a pleasant tone of voice, and let the client know that he is important to you and will shortly get your full attention.
20/24
52
53
Customer Service Matching Cue Cards Say
I’ll call you back.
Reason You should always take initiative.
21/24
Customer Service Matching Cue Cards Say
Thank you for holding. Reason
You should emphasize gratitude for the client’s patience.
22/24
Customer Service Matching Cue Cards Say
I’ll try my best. Reason
You should try to accommodate client requests, but only make promises that you know you can fulfill.
23/24
Customer Service Matching Cue Cards Say
Let’s see what we can do about this. Reason
You should avoid a defensive attitude, so helping you solve the problem quicker.
24/24
54
55
Complaints Cue Cards
Complaints Cue Cards Situation 1—Participant A
You are a visitor. You have been waiting for 15 minutes to see a Consultant. You are fed up and want to leave.
1/16
Complaints Cue Cards Situation 1—Participant B
You are the Receptionist. All the Consultants are busy and a prospective Student has been waiting for 15 minutes.
2/16
Complaints Cue Cards Situation 2—Participant A
You are a visitor. You’ve just been told that the Consultant you came to meet isn’t in today.
3/16
Complaints Cue Cards Situation 2—Participant B
You are the Receptionist. A prospective Student has just arrived for an appointment with a Consultant but s/he called in sick this morning. You did not contact the person to cancel.
4/16
Complaints Cue Cards Situation 3—Participant A
You are a caller. You just want course prices and do not wish to be transferred to another person.
5/16
Complaints Cue Cards Situation 3—Participant B
You are the Receptionist. A caller insists on being told course prices.
6/16
Complaints Cue Cards Situation 4—Participant A
You are a caller. You were put on hold for five minutes.
7/16
Complaints Cue Cards Situation 4—Participant B
You are the Receptionist. You passed a call to a Consultant but s/he left the caller on hold for five minutes.
8/16
56
57
Complaints Cue Cards Situation 5—Participant A
You are a Student. You have been queuing in Reception for 15 minutes to book an Encounter.
9/16
Complaints Cue Cards Situation 5—Participant B
You are the Receptionist. You have had problems with your computer and have caused delays to Students wanting to book classes.
10/16
Complaints Cue Cards Situation 6—Participant A
You are a Student. You had trouble parking and arrived 20 minutes late for a First Lesson but were not allowed to enter.
11/16
Complaints Cue Cards Situation 6—Participant B
You are the Receptionist. A Student arrived 20 minutes late for a First Lesson and so needs to be rescheduled.
12/16
Complaints Cue Cards Situation 7—Participant A
You are a Student. You have been made to repeat an Encounter but you disagree with the Teacher.
13/16
Complaints Cue Cards Situation 7—Participant B
You are the Receptionist. A Student has just left an Encounter and is upset that s/he has been asked to repeat the class.
14/16
Complaints Cue Cards Situation 8—Participant A You are a Student. You are at home ill and have just been called by WSI for the fifth time this month. You have already informed them that you are unable to attend the Center and do not know when you will return.
15/16
Complaints Cue Cards Situation 8—Participant B You are the Reception. You are doing Active to Book follow-up and a Student is upset that you have called.
16/16
58
59
Booking Techniques—Class Panels
Bo
ok
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Te
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niq
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Cla
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Pa
nels
1/2
60
61
Bo
ok
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Te
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Cla
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Pa
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2/2
62
63
Booking Techniques SSDS Schedules
Bo
ok
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Te
ch
niq
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SS
DS
Sc
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Th
is W
ee
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1/2
64
65
Bo
ok
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Te
ch
niq
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SS
DS
Sc
hed
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s
Th
is W
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2/2
66
67
Booking Techniques—Role-Play Cue Cards
Booking Techniques—Role-Play
You’ve just finished 9.1 and are ready
to book your Encounter. You’re
unemployed so have no timetable
restrictions.
1/8
Booking Techniques—Role-Play
You want to attend Encounter 45 next
Monday evening. Only Monday.
2/8
Booking Techniques—Role-Play
You need to complete your course
quickly and need to book next three
Encounters, CCs, and SCs before the
end of the month. Your next Encounter
is Unit 22. 3/8
Booking Techniques—Role-Play
You’ve just completed your Second
Lesson and need to book an Encounter
for the first time. You started in Level
four.
4/8
Booking Techniques—Role-Play
Your teacher told you to attend a
CC/SC, but you don’t know what that
means. You’re studying the third blue
book.
5/8
Booking Techniques—Role-Play
You need to repeat Encounter 13. You
prefer Friday or Saturday.
6/8
Booking Techniques—Role-Play
You want to book Encounter 8. You can
only come in the morning.
7/8
Booking Techniques—Role-Play
You completed Lesson 3 of Unit 37 two
days ago but forgot to book.
8/8
68
69
Class Management—Cue Cards
Class Management
There are two Encounters for Unit 47 next
Monday evening with one Student reserved
in each.
1/10
Class Management
There are three Encounters for Unit 25,
Tuesday at 2:00 p.m. with two Students,
Thursday at 8:00 p.m. with three Students
and Saturday at 11:00 a.m. with one
Student. 2/10
Class Management
A Student has completed Lesson 3 and
reserved the Encounter for ten days’ time.
3/10
Class Management
There are no full Encounters on this week’s
schedule
4/10
Class Management
There is an Encounter for Unit 4 on Tuesday
at 8:00 p.m. and Thursday at 7:00 p.m.
5/10
Class Management
There are four unused classes next
Wednesday.
6/10
Class Management
There are four unused classes this
Wednesday.
7/10
Class Management
A Student has completed Lesson 1 and
reserved the Encounter for ten days’ time
8/10
70
71
Class Management
A Student has reserved an Encounter 39 at
the same time as an existing Threshold
Complementary Class (Student has only
reserved the Encounter).
9/10
Class Management
There is a full Encounter 13 on Monday at
8:00 p.m. You open a new Encounter 13 on
Wednesday at 7:00 p.m.
10/10
72
73
Phone Call Techniques Cue Cards
Phone Call Techniques
A. Student started course two months ago, has been absent for two weeks.
1/8
Phone Call Techniques
B. Student started course one month ago, forgot to book Encounter 19.
2/8
Phone Call Techniques
C. Student finished Unit 22 Lesson 2 but has not book next Encounter.
3/8
Phone Call Techniques
D. Student’s course finishes in four months, has been absent for over two months.
4/8
Phone Call Techniques
E. Student’s course finishes in two months, is regularly active.
5/8
Phone Call Techniques
F. Student hasn’t attended Center since before the last holiday period.
6/8
Phone Call Techniques
G. Student has Encounter 14 today at 8:00 p.m. but hasn’t finished Lesson 3.
7/8
Phone Call Techniques
H. Student missed Encounter 10 last night.
8/8
74
75
Center Communication–Cue Cards
Center Communication–Cue Cards
Juan called.
Please call him back
before 6pm.
1/7
Center Communication–Cue Cards
Someone called to see if she could meet you for lunch-I told her you were out.
2/7
Center Communication–Cue Cards
Hi Mary!
Your favorite Student
“James”
popped in to see you ;) :);) ;)
He’ll come back later.
3/7
Center Communication–Cue Cards
4/8
76
77
Center Communication–Cue Cards
5/7
Center Communication–Cue Cards
6/7
Center Communication–Cue Cards
7/7
78
79
Reception Observation Form
Receptionist: Center:
Date: Time:
Observer: Number of Students:
Number of Phone Calls: Number of Visitors:
General Approach
1. General appearance
2. Remains calm at busy times
3. Demonstrates confidence
4. Knowledge of the Method
5. Organized
6. Teamwork
7. Communication
8. Ability to multitask
9. Ability to prioritize
Feedback
________________________________________________________________________________________________
________________________________________________________________________________________________
Booking Techniques
1. Use of Class Panel
2. Use of SSDS
3. Offers choices
4. Willingness to help
5. Study advice
6. Efficient use of classes
Feedback
________________________________________________________________________________________________
________________________________________________________________________________________________
80
Telephone Techniques
1. Three rings
2. Use of English
3. Smile
4. Standard greeting
Feedback
________________________________________________________________________________________________
________________________________________________________________________________________________
Dealing with Students/Visitors
1. Acknowledges presence promptly
2. Welcoming
3. Use of English
4. Five-star service
5. Personalized service
6. Complaint management
7. Willingness to help
8. Exceeds expectations
Feedback
________________________________________________________________________________________________
________________________________________________________________________________________________
Overall Comments
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
Suggestions
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
81
Sample Daily Checklist
Center Opening Tasks Done
Reception Area
Computers switched on with SSDS, AdminTool, and CRM open
Printer/copier/fax ready
Contingency Plan data saved
Class Attendance Reports printed and stored in Teachers’ trays
Messages tray checked for pending tasks from previous shift
Class Panel updated, previous day’s classes removed
Update Central Agenda/CRM
Copies of Social Club calendar, brochures, leaflets available
Outdated flyers/posters/signs removed
Plants watered
Check minimum supplies of stationery
Check/refill WSE Shop materials
Sweet (candy) bowl replenished
Social Club Area
Television, DVD player, satellite switched on
Latest newspapers/magazines on display
Drinks/coffee machines ready
Village computers ready
Copies of Social Club calendar, brochures, leaflets available
Outdated flyers/posters/signs removed
Center Closing Tasks Done
Reception Area
Computers switched off
Printer/copier/fax turned off
Backup tapes swapped
Messages filed
Social Club Area
Television, DVD player, satellite switched off
Village computers switched off
82
83
Sales
84
85
Creating a Commercial Cue Cards
Creating a Commercial
1/8
Creating a Commercial
2/8
Creating a Commercial
3/8
Creating a Commercial
4/8
86
87
Creating a Commercial
5/8
Creating a Commercial
6/8
Creating a Commercial
7/8
Creating a Commercial
8/8
88
89
Entrance Test Screen Shots
Entrance Test
1/4
Entrance Test
2/4
90
91
Entrance Test
3/4
Entrance Test
4/4
92
93
The Sales Presentation Cue Card
The Sales Presentation Cue Card
These details are to guide you during the role play. You will need to elaborate and improvise as
appropriate.
You work as a logistics manager in an international company. You find it challenging to work with
international clients in English and would like to be more fluent in order to communicate more effectively.
You travel quite frequently for your work, on average about one week per month.
After the WSE Consultant has explained your course options, you are interested but have some concerns:
1. You think the course is quite expensive
2. You are not sure about a course that does not have the traditional format i.e. a class with a
teacher twice per week
After the Consultant has addressed your concerns, you decide you would like to do a course. When
prompted by the Consultant, choose the course and the payment method you prefer.
1/1
94
95
Entrance Test Results
Entrance Test Results
1/3
Entrance Test Results
2/3
96
97
Entrance Test Results
3/3
98
99
Client Fidelity Plan
100
101
The Party Game Cue Cards
The Party Game
You are football mad.
1/15
The Party Game
You have amnesia.
2/15
The Party Game
You love all the women/men in the room.
3/15
The Party Game
You make chicken noises every time you hear the
word party.
4/15
The Party Game
The host(s) reminds you of
your ex.
5/15
The Party Game
You always talk about
yourself.
6/15
The Party Game
You think you’re famous.
7/15
The Party Game
You sing when you’re nervous.
8/15
102
103
The Party Game
You’re an eccentric cat
owner and you always talk about your cat.
9/15
The Party Game
You’re obsessed with text messaging and checking
your telephone.
10/15
The Party Game
You have a habit of laughing
too loudly when you are nervous.
11/15
The Party Game
You think you are being followed by MI5/the CIA.
12/15
The Party Game
You start every sentence with Oh, darling…
13/15
The Party Game
You have a nervous cough.
14/15
The Party Game
You have an imaginary
friend with you. Everyone is ignoring your imaginary
friend. 15/15
104