Effective Workplace Communication: Integrating Soft Skills into an ESP Course for Administrative College Staff

Abstract

This paper presents the development of a customized ESP course, based on a multi-method needs analysis, that incorporates soft skills modules for the administrative staff of the college. Administrative staff in higher education institutions are required not only to be fluent in English but also to possess interpersonal and professional soft skills. The staff are assigned specific roles, including front desk officers, accounts officers, admission team members, and exam coordinators, who interact with students, faculty, directors, and external stakeholders. These interactions need not be solely functional; rather, there is a critical need for professionalism, adaptability, empathy, and workplace readiness. This study employs a mixed-method design, combining quantitative and qualitative methods. Using communicative language teaching and experiential learning theory, the course designs modules that simulate real-life workplace situations and conversations common in the workplace. Findings reveal that professional communication skills and workplace confidence are improved by combining language instruction with soft skills development. It is suggested that higher education should introduce ESP courses that integrate soft skills to enhance the professionalism of administrative staff.