A multi speciality hospital and healthcare company needed a language enhancement program for participants selected for the hospital’s international facility in the Cayman Islands. The participants consisted of nursing, paramedic and admin staff. They communicate on a daily basis with doctors, patients, patient relatives and colleagues. They come with 0 to 10 years of work experience from various locations in India. The participants were required to clear an English Proficiency Assessment to get their work visa. They also needed to improve their communication skills and demonstrate good business and social etiquette, effective listening skills, and communicate with empathy.

1. In a multi speciality hospital and healthcare
company, participants selected for the
hospital’s international facility in the Cayman
Islands are required to speak grammatically
correct English and clear an English proficiency
assessment to be eligible for a work visa.
The priority for the organisation was for
participants to undergo an extensive two-week
program to help them prepare and sensitise
them to the challenges they will face in an
international facility. Communicating in English
being the major focus, participants also
needed to demonstrate good business and
social etiquette, effective listening skills, and
communicate with empathy.
Language Enhancement Program

2. Never travelled overseas
and very limited interaction
with foreign nationals
Beginner level English and
used to communicating in
the regional language
1
2
3
Challenges
No access and limited
working knowledge of
computers and laptops.

3. EnglishCoach
asked to
design a
training
intervention

4. Program Objectives
Clearing the English Proficiency Assessment for work visa
Communicating with awareness of the patient’s cultural background and expectations
Communicating with empathy and demonstrating active listening skills
Demonstrating professional body language and practicing effective business etiquette.

5. Understanding the needs
Participants’ Profile
• Age: 25 – 35
• Beginner English proficiency
• Qualifications: B.SC/Technical course
• Work experience from 0 to 10 years
• Nursing, paramedic & admin staff
• No access to laptops

6. Management Expectations
• Delivering engaging and intensive sessions of 8 hours for 12 consecutive days
• Providing practice on the English Proficiency Assessment for work visa
• Providing speaking practice in a safe space
• Providing feedback and building fluency and accuracy in spoken English
• Designing a program that allows for measuring learning improvement
• Providing feedback for each participant
• Delivering special sessions on grooming and etiquette
• Providing online learning and post training support via mobile phone applications
• Addressing the needs of 25+ participants per batch

7. Solution
• Cambridge English Assessments for pre and post
training to evaluate CEFR level and forecast score
for the English proficiency assessment required
for the work visa
• 96 hours of classroom training & 20 hours of
online learning
• 12+ mock/practice assessments of the English
proficiency assessment required for work visa
• Online learning to complement classroom training
and post training support
• All online activities accessible from a mobile
application
• Role plays of real time scenarios
• Special sessions on grooming and dining etiquette
• Session on cultural awareness by a international
speaker
• Batch size of 25+ participants
• Measured reaction, learning and application

8. Success factors
Participants trained in Bangalore, India
25+ participants completed training
96.15% of participants placed at A2 level and above on the
CEFR scale which is a requirement for the work visa in the
Cayman Islands
92.30% showed an increase in listening skills
88.46% showed an increase in reading skills