Case Studies

In 1990, Eurostar commissioned ELS to lead a consortium of London Universities in the creation and delivery of a specialist language programme. The goal was to train English train crews to reach operational fluency in French. The scope of the project was challenging; 96 International Drivers, each receiving over 600 hours of language training including residential components in France.

A technical modular French programme was designed (winner later, in 1996, of a National Training Award) incorporating specialist industry-specific terminology from the outset.

• An initial multimedia programme (print, audio, video and computer-based) of six 3-4 week intensive modules brought the drivers up to a good intermediate level of general and technical French.
• Two 6-week residential courses followed with Drivers living and working alongside their French counterparts on the railways.
• On their return to the UK, Drivers studied two 3-week technical modules focusing on radio communications between rail cab and signal control room. These lessons were supported by specially created interactive computer-based materials simulating real-life radio conversations.

Drivers were assessed regularly against performance objectives at the end of each module. Failure to pass a module could result in forced withdrawal from the entire training programme. The final assessment at the end of the programme was accredited by the LCCI and required Drivers to successfully accomplish both routine and crisis communicative tasks while continuing to manage and control operation of the train itself. This final language test and accreditation was undertaken in a Eurostar cab simulator with Drivers experiencing and reacting to real-life, real-time scenarios.

Others courses were also designed including Customer Services and Communication Strategies.

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THE MET OFFICE: Blended Language Learning

The Met Office needed a Spanish course for staff at its College in Reading that was flexible enough to fit around their demanding schedule. It was decided to set up a study programme on a whole day basis and to teach at the College with facilities for open learning and independent study.

ELS implemented a Blended Learning solution combining face-to-face teaching with self-study. Learners spent one full day per fortnight being taught intensively in the classroom. This provided a kick-start into the language, allowed participants to make early progress and rapidly achieve basic competencies. This sound foundation also provided the necessary confidence to work independently through self-study. A range of language materials were used including ELS's own Spanish Study Packs and bespoke consolidation work.

The course participants achieved excellent results. The implementation of a "blended learning" solution meant that learners could still reach their goals in Spanish covering the same learning hours but spending less time in the classroom and more time in independent study. This approach also gave them more freedom to fit language learning around their personal and professional schedules.

Lunchtime language clubs in French, Spanish and German were also set up.

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In 1994, European and Language Services was first approached by the Football Association to provide French, Spanish and German for several groups and individuals as part of the preparations for Euro '96. We then continued with pre-tournament preparation teaching French on a one-to-one basis to several key staff members prior to France '98.

Since 1994, ELS has provided a variety of language courses for individuals and small groups, often to high-profile members of the organisation. Courses are always delivered on a very flexible basis taught at the Head Office in Soho Square in London or other UK offices.The various languages that have been taught include: Portuguese, Russian, Spanish, Italian, French, German and English as a Foreign Language. Learners at the FA are always taught key vocabulary related to football to enable them to communicate on a formal and informal basis as part of the international work they do. Video and audio recordings of matches from the television and radio, and texts from the international press are frequently used in lessons.

For Translation, ELS undertook most of the work associated with England's 2006 World Cup bid and Media Guides for the Japan/Korea World Cup 2002 and Euro 04 in Portugal.We also translate the FA's quarterly newsletter into French and Spanish.

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Future Electronics, a global Canadian-owned company, were looking for a solution for staff experiencing telephone communication difficulties across their European operations. English, was the first language of only a minority of the European staff with American and Canadian variations. The company wanted an improvement and implementation of recognisable 'standards' of English and increased familiarity with the technical language across all European branches.

Phase 1: A detailed language audit of all European branches with submissions from branch managers as well as each individual. Staff competencies and aspirations were then matched against managers' expectations and requirements and detailed recommendations made to the company for a strategy on language improvement.

Phase 2: The creation of a 50-hour specialist, technical English language programme at upper intermediate level following a period of shadowing in the UK office by ELS staff. The programme focussed on the specialist terminology of the company using authentic communications recorded during the shadowing process. The specific relevance of the materials to the work of learners proved an important motivator and received very positive feedback from learners.

Phase 3: The piloting of the materials to groups of learners in three European countries. At this stage ELS supported Future Electronics in the roll-out of the programme to pilot branches by arranging for course delivery in Paris, Stuttgart, Madrid and Munich. On completion of the pilot, ELS will be assisting with roll-out to branches in other cities as far afield as Warsaw, Milan, Berlin, Dortmund, Bologna, Helsinki, Stockholm, Lyon and Budapest.

Further developments for the programme in the future may include the incorporation of guided self-access, online learning or additional courses at higher or lower levels in order to support learners with different existing language competencies.

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