Results / Manufacturing
Manufacturing
Business English for Managers
Every manager improved. 92% now handle complaints effectively.
A leading Indian engineering and manufacturing group
QUANTIFIED IMPACT
Complaint handling
0% → 92%
of managers handle complaints effectively
102
managers across 13 departments
100%
of managers evaluated improved
+27%
spoken proficiency, 64% to 81%
02 · How we did it
Diagnosed on 5 skills, built on real work
Middle and lower managers needed stronger business English
Build confidence speaking in professional settings
Improve customer relations and communication effectiveness
Weakest at baseline: grammar, at 58%
02 · How we did it
Diagnosed on 5 skills, built on real work
Baseline on 5 skills: comprehension, fluency, vocabulary, grammar, pronunciation
20 hours virtual per cohort, on Zoom
Built on real work: phone calls, quick updates, requests, complaints
Same evaluation after, then an email writing phase
03 · What improved
Before and after
Listens, but inconsistently
Before
Holds a conversation with minimal repetition
Needs repetition to keep going
Conversations
Makes requests and handles interruptions with ease
Struggles to ask or handle interruptions
Requests
Listens actively and consistently
Listens, but inconsistently
Listening
Softens the message and resolves it effectively
After
Complaints
Area
04 · Why it matters to a manufacturer
Capability built where the work happens
Not just client-facing teams: plant, design, finance, safety and sales trained together
Customer calls and complaints practised as real work, not theory
20 virtual hours per cohort, so no one left site to learn
Plant, design, finance, safety and sales trained together. Complaint handling went from 0% to 92%.
Source: a leading Indian engineering and manufacturing group, 4 virtual cohorts, 2024. 102 managers enrolled; 85 completed both evaluations, scored on 5 spoken skills. Client identity withheld.
Find your team's capability gaps
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Tags:
Manufacturing
Complaint handling
Business English
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