KUALA LUMPUR, Aug 16 – Universiti Teknologi Malaysia (UTM) Kuala Lumpur reinforced its commitment to service excellence by successfully organising the Kursus Pemantapan Bahasa Inggeris untuk Kaunter Hadapan (English Enhancement Course for Front Counters). Initiated and coordinated by the Registrar’s Department (Bahagian Pendaftar) through its Talent Development Section (Seksyen Pembangunan Bakat), this two-day immersive programme was held from August 12 to 13, 2026, at Bilik Ilmuan 1, Anjung Menara Razak.

The course was specially curated for frontline personnel across crucial departments, including the UTM Sultanah Zanariah Library (PSZ), Bursary, Office of Student Affairs and Alumni (HEPA), Registrar’s Department, Malaysia-Japan International Institute of Technology (MJIIT), the Office of the Deputy Vice-Chancellor (Academic and International) and the Office of the Deputy Vice-Chancellor (Development).

Language Empowerment Through Practical Application

The programme aimed to empower these essential administrative staff with the linguistic confidence needed to manage diverse communication scenarios. Facilitated by language and communication experts from the Faculty of Social Sciences and Humanities Kuala Lumpur (FSSHKL), the course departed from traditional grammar drills to focus strictly on highly practical language applications.

On the first day, Dr. Wan Farah Wani Wan Fakhruddin led targeted modules on ‘Communication for Front Counter English‘ and ‘Telephone & Email Etiquette‘. On the second day, Assoc. Prof. Dr. Nor Liza Ali expanded on these skills through sessions on Communicating with Confidence and Customer Management English.

Both days culminated in highly anticipated ‘Role Play & Simulation’ sessions, where participants tackled complex, real-world challenges such as assisting lost international exchange students, de-escalating complaints and professionally navigating sudden system crashes, among others. These experiential activities allowed staff to apply their new skills in a supportive environment.

Integrating Adab in Customer Service

A defining pillar of this empowerment training was the deep integration of adab. The facilitators emphasised that effective frontline service goes far beyond vocabulary.

It is deeply rooted in respect, empathy and positive body language. Participants learned how to harmonise their English phrases with professional posture and welcoming demeanours, ensuring that every student, parent, or visitor is treated with dignity.

Advancing SDGs and UTM ASCEND 2030

This initiative aligns seamlessly with the United Nations’ Sustainable Development Goals (SDGs). By prioritising the continuous upskilling of its administrative workforce, UTM actively champions SDG 4: Quality Education and lifelong learning.

Furthermore, this training supports SDG 16: Peace, Justice, and Strong Institutions. Equipping front desk staff to communicate transparently and effectively reduces misunderstandings and builds robust, responsive institutional frameworks that serve the public fairly.

Crucially, the enhancement of frontline communication is a vital step toward realising the ambitious vision of UTM ASCEND 2030. As the university accelerates its global footprint, the front counter serves as the critical first point of contact for international stakeholders.

Empowering these staff members with exceptional English communication skills ensures that UTM presents a welcoming, world-class image that perfectly mirrors its academic prestige.

A Collaborative Success

Special recognition is extended to the Registrar’s Department, UTMKL (BPKL), for their proactive initiative in organising this highly impactful event. Their unwavering commitment to staff development and their successful collaboration with FSSHKL stand as a testament to UTM’s collaborative spirit in driving institutional excellence. FSSHKL hopes to continue offering similar programmes to support staff in various departments. For more information, please contact FSSHKL.

Prepared by: Dr. Wan Farah Wani Wan Fakhruddin and Assoc. Prof. Dr. Nor Liza Ali