Chase Bank employees brush up their business English

There is more to being understood than just getting the grammar right—especially in the business world, where making the right impression is a key to success. That is what international employees of Chase Morgan Bank learned during their 12-week “English Refinement” training course, offered by the English Language Institute at the bank’s headquarters in Wilmington, Delaware. From January to April 2006, ELI teachers Leslie Criston, Rebecca Nessenthaler, Anne Owen, Sarah Petersen, Kristen Shrewsbury and Mary Beth Worrilow provided 48 hours of instruction to groups of five to nine trainees of diverse national backgrounds in several bank divisions.

Trainees became aware of aspects of oral intelligibility that go beyond the pronunciation of consonants and vowels, such as syllable stress, intonation, rhythm, word linking and even nonverbal clues such as gestures and facial expressions. Not only did they practice the skills necessary for business functions such as chairing or participating in business meetings, giving presentations and speaking on the phone, but they also learned the subtleties of social interaction with clients and colleagues in the American business context.

According to Kristen Shrewsbury, one important lesson that her trainees gained was that “more is not necessarily better." in the American business culture, brevity is highly valued in both written and oral communication. Anne Owen said that her participants especially appreciated the opportunity to raise their self-awareness of their oral intelligibility. “The ability to self-monitor will allow for a lifelong process that will continue beyond this course.” Exclaimed one participant, “I wouldn’t miss this class for the world!”