Below are answers to questions that have been written by visitors to the Impact Communications, Inc. website. If you have a question for Impact Communications’ Ask the Coach please use the form on the “Contact” web page.
Q: Dear Coach, How can I stop getting impatient or huffy with people on the other end of the phone, in a service is driven environment, after 10-15 telephone calls in a row? Especially when it is day after day. Thank you if you can help provide me with some practical tips. Thank you. J. B, June 2010
A: Hello J. B., Thanks for your question. You do have a difficult job and keeping an even temperament all day, call after call, is challenging. However, you are the face of the company. How you act indicates how the company values its customers. Thus, it is critical to keep from reacting emotionally. Here are some tips:
- Pause and take a deep breath before saying anything. Deep breathing forces the adrenalin from your bloodstream and you will calm down.
- Never interrupt the caller for information. When someone is upset, they need to get it out.
- Repeat what the customer said but neutralize it. It will show the caller, you are listening attentively. Don’t say, “So you think the company is trying to cheat you by making you pay for the upgrade.” Instead, say this, “I can appreciate your concern about paying for an upgrade when you thought it would be free. Did I get that correct?”
- Align or acknowledge the customer’s upset, not just once but constantly throughout the call. “Yes, I am sorry that the delivery wasn’t there on the agreed date. That has to be annoying.”
- After your acknowledgment, pause again. Do not say, “But.” That erases what you just said and says to the caller, “you’re wrong.”
- Ask the caller what he/she would like to see happen to resolve this. Often, it is not all that much.
- If the call has been really frustrating. Do not go back on the phone. Walk around. Go get a drink. Go to the bathroom, but to not go back in the cue. Your tone of voice will reveal you are annoyed.
Q: Dear Coach, I’m a Quality Assurance Coach for an outsourced call center. We work for an American company and sometimes we have an issue where the customer does not understand the Agent. Please offer some pointers for myself and other QACs that we can use to coach our Agents to have better enunciation, grammatical and general language skills so we can provide better service to our customers. Thank you. Joy – April 2010
A: Hello Joy, Thank you for your inquiry. Your issue is difficult because Americans are not very patient when they deal with call center agents. Here are my suggestions:
- Determine if any individuals need one on one help and hire an English speaking coach. People have difficulty with placing their tongue in the right position when enunciating certain syllables. Many individuals can’t seem to master this alone because they don’t hear the differences.
- Make your agents speak slowly. Sometimes the native language is spoken at a faster clip.
- Make sure your agents enunciate every syllable in the word and place the emphasis on the correct syllable. You can do this as a round-robin game at a staff meeting and award a small prize.
- Incorrect grammar will be noticed in e-mails so this is something that does need to be tackled. There is a book called Write to the Top: Writing for Corporate Success that can help, and it is offered on Amazon.com. Make sure agents proof their e-mails very carefully.
Q: Dear Coach, How can I get a meeting with the CEO of a construction company? I want to talk with him about a situation that is happening within his organization that I believe he is not aware of.
We are a small business that provides products and services for the construction industry. We had a contract with this CEO’s company and after we had begun work, suddenly, we were told his company was not going to continue to work with us. I believe this is unfair and I believe, as well, that the CEO is unaware of the situation. I want to reestablish our working relationship and restore our good reputation. M.,
A: Thanks for consulting with our company. The CEO will want to hear anything that affects the growth of the company. So send him a voicemail that tells him why the meeting is critical.
“There is a critical situation that is very sensitive that needs your attention. Could you put me on your calendar?”
I believe you will get on his calendar. Begin your conversation with an overview of what the situation is, what’s complicating it and the impact on the business as a result.
Good luck and let me know how it works.
Q: Dear Coach, Raised as a bilingual (Spanish/English), I feel that I have problems communicating with a professional and eloquent style. I use simple words to communicate and often (in my opinion) I sound like a student straight out of high-school. How can I put my thoughts into words that sound like a 30-year-old is speaking? Proper grammar is sometimes a problem as well. What information do you suggest will help? Q. P.
A: Q.P., To pick up new vocabulary words, try this. Every time you hear a word you don’t know either at work or from a friend, write it down on an index card. Make it a point to learn how to spell and define 15 new words per week. Listen to some of the news shows. Right down any word, you hear an interviewer using that you don’t know. Then look it up in the dictionary. There are lots of grammar courses that you can take at a junior college that would be helpful to you as well. Learning English is challenging for everyone. Good luck, Judy
Q: Dear Coach, We are selecting a Team Coach [Operations] for our organization which is an international call center. I wanted to know what topics should we have for group discussion in order to shortlist the candidates? P. D.
A: Priscilla, Thanks for your inquiry. This is an excellent question. Certainly, a coach should have tips for handling difficult callers, time call management, and vocal issues. You may want to do some role play interviews with the individual.
Q: Dear Coach, during my pre-evaluation in a one-to-one session and asked to talk about a topic for 3 minutes, I failed scoring below 50%. The feedback I was given was that my rate of speech was too fast, pronunciation not clear & not to the point. Could you help me with the ways in which I can overcome these shortcomings of mine ASAP since my post evaluation is due in another 3 days and I have to pass this to stay in contention for this employment? G. R.
A: This is difficult to conquer when there is so little time. Your native tongue is spoken at a faster rate than American English. Every syllable in the word needs to be heard. The rule of thumb is to pause where you would have a comma or a period if you were writing your comments out. The pause should be between 1-3 seconds. If your idea is finished and it is important, the long pause is absolutely critical.
As you slow down, you will notice that your lips, teeth, and tongue can get into the right position in your mouth to say the word correctly.
If you have not signed up to receive our newsletters, you should be following the steps on our home page. Also, we have many archived articles that should be helpful to you.
Our February newsletter will be informative; Enunciation Does Affect Perception.
Q: What is the proper way to answer a business phone? I work at a school. I usually state the school’s name and my first name (and if I have a change I also state how may I help you). Should I state my full name, just Mrs. So & So, or no name at all? L. M.
A: Thank you for your inquiry. The key things that you should say when answering a school phone typically are:
The name of the school
How can you direct their call?
If you are an internal department, it is a little different.
Counseling Department
Mrs. X speaking—this typically indicates you are the administrative assistant of the department.
How can I help you?
The only reason I am suggesting the last name is that the expectation from a parent is that you be a little more formal.
I hope this helps. Judy
Q: Hi, I’m working in software company and when I give presentations my pulse rate raises and my legs shake. Any advice you may have to make my presentation tension free would be appreciated. F. I.
A: Hi Faiz, Thank you for your inquiry. Please sign up for our newsletters because they will offer you lots of tips. They have been archived and can be accessed through the home page of our website.
Here are some suggestions for handling nervousness.
Don’t try to memorize or have a script
Your notes should be based on the concept you want to get across. You know your business so think in terms of the concept you want to discuss first.
Don’t try to cover too much information. Three key points are plenty and they will help you to remember.
Practice your presentation in front of your bathroom mirror 5-6 times. The first few times you say something out loud, you only hear if the words sound like you. After saying it out loud 5-6 times, you start to cement the content. If you can tape yourself on a video camera do so. Practice in front of someone on your team. Get feedback. Ask what they thought you might do more of or less of to have impact.
Let energy out. Do lots of gestures. Drink lots of water to make your voice sound great. Caffeine can make your voice sound strained.
Picture yourself being fabulous. Do not go into your presentation just wanting it to be over. Attitude is key.
I hope these suggestions work. Regards, Judith
Q: Please explain how to use acknowledging sentences for better customer communications. Thank you. P. M.
A: Dear Puneet, Thank you for your inquiry. The reason that phone reps should acknowledge is that it protects the relationship with the customer. There are many acknowledging statements. Since I am not certain what your business is, it would be difficult to list examples. There are some important principles to remember about acknowledging. The more words you put in your acknowledgment, the better it is. It is important to state what exactly you are acknowledging. For example, you might say, “I am sorry that the shipment you received was damaged,” instead of “I am sorry.” It is important for a customer to hear you take ownership or to apologize for any inconvenience. “Ok” is never a sufficient acknowledgment.
I would also caution you that the word “but” or “however” attached at the end of the acknowledgment is not acceptable. It erases what you have said and makes the person feel that you really don’t care. Best regards, Judith
Q: I am working for a call center and I want to improve my communication. I have a starting problem and I get tensed. Because of my tension, I am unable to express myself or give the required information. Kindly help. K. K.
A: Hello K., Thank you for your inquiry. My suggestion to you is to pause to allow yourself time to think and time to breathe. (August 2005 newsletter Breathing, the Source of Your Vocal Power) My recommendation is that you also review the many other archived articles on our website. (Click on Newsletters) They are pertinent to anyone wanting to improve communication skills. Best regards, Judy
Q: Whenever I meet with important clients or present at business meetings, my voice fades, and trembles. I’ve had this problem for a while now, and it’s extremely embarrassing. I’ve been practicing the breathing techniques you recommend in your newsletters for the last week now, but still, find it difficult to overcome the lack of support in my voice. It’s almost as if my body goes into a state of shock and I forget how to breathe. Any advice? S.
A: Hello S., Thank you for your inquiry. Many speakers have this issue. It is definitely a question of breathing. When speakers are nervous, the upper body tenses and the voice suffers. What I would suggest is practicing out loud when possible. The more comfortable you are with the content, the more relaxed you will be. Thoroughly analyze your audience and your own objectives for the meeting. Try to anticipate the client’s needs. Write down all the possible questions you would like to ask and also the tough questions you might be asked. Then, practice the answers out loud. Be prepared with how you will open the meeting. Make sure you open by identifying what you have heard as needs, the challenges the issues are causing and the implication on the business if these aren’t solved. Customers then become impressed and feel they can trust you because you have demonstrated you get it.
In the meantime, practice taking some deep breaths before the meeting begins. It should dispel the adrenaline rush. Good luck, Judy
Q: How can I, as a coach, improve another person’s enunciation of words? I want to be able to do this in a friendly and professional manner.? L.A.
A: Hello L.A., Thank you for your inquiry. Enunciation is a critical issue. A good way to coach the person is to have them practice saying all of the syllables in the word. You can make up your own list or have the person identify words they have difficulty pronouncing.
Q: I’m a Police Officer with 17yrs. of experience, I do a good job on the street, but when I go to court I still get nervous when reading my Police report out loud. Any tips on how to overcome this problem? T.D.
A: Hi T.D, Testifying in court is obviously stressful. What helps people when nervous is to practice saying their report out loud in front of their bathroom mirror a few times. It also helps to do some deep breathing while waiting to testify. Then when you are up in front, maintain eye contact with the attorney versus looking at others in the court. Speak clearly and with lots of pauses so that you can think and so that your points sound solid. You want to come across with conviction instead of unsure. Best regards, Judy
Q: I would like to know how I can measure my progress in the communication area of attentive listening? During a conversation, I find myself often thinking about my response rather than listening thoroughly to the end. Or I may interrupt because I think I know what the person will say next. Do you have any tips on methods I could you and how can I measure my progress – pre and post? Thank you. C.H.
A: Hi C.H, Thank you for your question. It is a common issue. In fact, most Americans only listen to the first three or four words. After that, they think about what they are going to say.
My recommendation is that you take notes. Let me know if this works for you. Best regards, Judy
Q: What is the proper way to answer a business phone? Thank you. C.G.
A: Thanks for your inquiry. Your greeting on the phone is important. People make instantaneous decisions about you and your organization within seconds. Here are some tips for answering the phone.
- Have an upbeat, friendly voice. To do that, you need to have distinct pauses. It also helps to smile because the smile actually causes the voice to sound warmer and friendlier. You may want to keep a mirror on the phone to watch your facial expression
- With regards to the greeting, make sure there are 3 distinct pauses between the greeting (i.e. Good morning), the name of the company and asking to help the person.
If you are answering your own personal business line, say you’re both your first and last name with a 1-2 second pause between each. Pausing is essential for bringing warmth and friendliness into your voice. Best wishes, Judy
Q: Words “trigger” negative feelings in the customers when we use them. It is challenging to find alternative ways to deliver the message without using them These trigger words include: –> Can’t –> Don’t –> Not –> Want –> But –> Against –> No –> Gonna have to –> Should –> Unfortunately.
Scenario: Assume that the help desk only supports a certain list of software packages that are listed on our Intranet site. The customer asks us a targeted question about a software package that we don’t support. What would you suggest? Thank you. V.M.
A: Hi V.M., Thank you for your question. The best response when you have a negative statement is first to apologize for the inconvenience. For example, “I know you were really looking for an immediate fix to XXX. I regret that we do not support that software. I can tell you that OOOO does support it, and I would be happy to look up their direct number.” In addition to apologizing, you have also offered to do something to help the customer out. If your company has dropped the product support, it helps if you can tell caller why you don’t support that software anymore and the problems that might occur to them if you give out information that was current or correct.
Best regards. Judith Filek
Q: I have a problem with schmoozing. I need assistance with becoming a better casual conversationalist (I don’t know if this is a word:-). What steps can I take to make me a better casual conversationalist? Thank you. D.H.
A: Hi D.H., I know what you mean about making casual conversation. Usually, if I am speaking to a woman, I pick out something about her attire and comment on it. For example, “That is a great pin. Is it an antique, etc?”
If I am speaking to a man, I might comment on his accent, the area we are in, something in his office, something startling from the morning news.
Invariably, if you ask the other person a question, they like to talk about themselves and will do so.
Best wishes, Judith Filek
Q: Hi, This is Victor here from Bangalore, India. I’m going to be giving a presentation on effective communication in a couple of days. I am going to be a voice and accent trainer (US). I have done this before and I would appreciate a few tips to make my presentation effective and interesting. Thank you. V.A.
A: Dear Victor, Good luck on your presentation. Pay attention to 3 things:
1. Pause often so that you can clarify enunciation. The pace of the Indian language is much faster. By pausing often your lips, teeth and tongue can be in the right position.
2. Watch the rhythm of your speech. To prepare, listen to the rhythm of American speakers in movies or television shows. (June 2005 — “An American Accent — Here Are Some Good Resources”)
3. Pay attention to how you pronounce the vowels and consonants. As you know they are pronounced differently in the US. Regards. Judith
Q: If one talks in a monotonous voice, what is the best way to retrain one’s voice?. B.
A: Dear B., No one is born with a monotone voice. That is the good news. A monotone voice is starving for air. The solution is to pause and breathe more frequently than you are doing –about every 3-4 words. The more you pause and breathe, the more vocal variety you can bring into play.
If there is more than we can do, please call. Best of luck. Judith
Q: Hi my name is Akash and I am from India. I dream of working in a Call Center, but I’ve MTI (Mother Tongue Influence). How am I suppose to get rid of it? Please help. A.,
A: Dear Akash, There is no easy solution. It takes time and it takes working with a coach. Also, a good resource would be our June 2005 newsletter (An American Accent — Here Are Some Good Resources). Please sign up for our free newsletter series by accessing the Impact Communications home page.
Best of luck. Judith
Q: My name is Letitia B. and I want to ask what is the proper way to answer your work phone? I am the Administrative Assistant, and currently, I answer the phone by saying, “Good Morning or Good Afternoon thank you for calling Homestead Settlement Solutions, this is Letitia speaking how may I help you.” It all seems to run together and is not very clear. Please Help. L.B.
A: Dear Letitia, Your question is one that comes up often in our Telephone Skills classes. You are responding properly. If you add a two-second pause between each of your statements, you will see a difference in the tone of voice and in your articulation.
Best of luck. Judith Filek
Q: Hi, I have been appointed the “Communication Officer” in an IT department. I also have been assigned to use 5-minutes of upcoming staff meetings for “communication-related” instruction. Any suggestions on how I should go about it? Thanks. Chris
A: Dear Chris, Thank you for your inquiry. I have attached a few newsletters that should help you score in your short presentation. April 2005, “Ten Commandments for a “Knock Your Socks Off” Presentations, ” June 2005, “Intentional Listening — It’s an Advanced Skill!”
If there are additional things that our organization can help you with, please call. I recommend that you enroll in our newsletter subscription series by going to our homepage and filling out the form.
Best wishes. Judith Filek
Q: Hi, I’m Sandy and I want to build a career in call centers. I have recently given six interviews at International Call Centers but have been rejected in the first round. I’m told that I have MTI (Mother Tongue Influence). Please help me to improve my MTI and let me know if it is possible to achieve a neutral accent. If yes please suggest to me what I could do to practice at home otherwise I would leave my dream of joining call center. S.R.
A: Dear Sandy, I hear your story often. Obviously, working in a call center is a wonderful opportunity. Learning English is not easy. I would recommend a coach. I would also recommend taking more classes and going to American movies. Our current newsletter, June 2005 — “An American Accent — Here Are Some Good Resources” would be helpful plus our June 2004 Newsletter on accent reduction. “Do I Need to Work on My Accent?”
Good luck. Judith Filek
Q: Hi! This is Harsha. Even though I have studied English I’m not confident while talking in English. Sometimes I talk really well but usually I stammer or go totally blank. Please help. Harsha
A: Dear Harsha, Thank you for your question. Speaking in other than your native language can be tough. They say that when you dream in a language other than your own, you have mastered it. My suggestion to you is to pause every three or four words. If you speak slowly, your brain will have the opportunity to find the word it is seeking.
Best regards. Judith Filek
Q: How does one reduce one’s pace while communicating or conversing over the phone. What are the strategies involved in reducing the rate of speech? Thank you for your help in advance.
A: Hello, Thank you for your inquiry. A person can reduce their pace by pausing every three or four words. For example, if you wanted to emphasize how to prevent something from happening again, you might say, ” In the future, you can prevent this from happening by downloading updates on a weekly basis. ”
I would also encourage you to tape yourself constantly to see, if; in fact, you are regularly pausing. Send yourself voice messages and assess your pausing. If you pause more, you will actually shorten the length of the call because people will have an opportunity to digest the points you are trying to make.
Good luck and please contact us if I can be of further assistance to you or your call center.
Q: I’m an Operations Manager in one of the offshore firms in Manila and I’d like to know if you can give me tips on how my agents can be more effective in getting through objections. Thanks! Roy
A: Hello Roy, One thing that I would do is have your agents as a group brainstorm all of the possible objections. Then, at one of your weekly meeting with your team, discuss how to answer these. Approach the activity as if you want to share best practices with each other. Make your phone reps role-play their answers with each other.
Good luck. If I can be of further assistance, please contact our office directly.
Q: How can I as a coach improve someone’s vocal tone to be professional and friendly in a call center environment? Ruby
A: Hello Ruby, As a coach, it is important for you to be positive and to acknowledge any slight improvement. That means you will regularly have to monitor calls or sit elbow to elbow with your rep.
A person can warm up his voice by smiling and pausing. Encourage your reps to take 3 distinct pauses in their opening greeting to a customer. You will see a remarkable difference with just that one thing.
Best wishes. If we can help you further, please call us. We do offer programs for both coaches and reps: Ex.C.E.E.D. Exceeding Customer Expectations Everyday, Phone Pro: Effective Telephone Skills for Inside Sales Representatives, On-the-Job Coaching.
Q: The company that I work for is a different kind of offshore outsourcing company. The company brings the best of both worlds: the savings and superior quality of offshore development, and the immediacy and trust of a local company. We have often been called “The Home Team” of offshore outsourcing.
I’m from Jharkhand India) so I have mother tongue influence because of this I am not able to speak English with US accent. G.S.
A: Hello G, I encourage you to rent US movies and practice reading out loud. I know that you probably are in high tech area so there are English speaking coaches available. You can do this on a one-on-one basis or in a classroom situation. Also, there are programs that you can purchase online on speaking English. However, the most effective way is with a personal coach.
Many thanks for your inquiry. Judith Filek
Q: My name is Tyler I am doing a presentation and need to know: Why good telephone skills help a company?
A: Hi Tyler, Thank you for your question. Strong telephone skills are necessary because people make instantaneous decisions about your confidence level and your trustworthiness. Those decisions are made within seconds. You become the face of the company. You represent the company and make people decide whether or not to close business with you.
Q: What are the call centers actual looking for in the potential employee? TVS
A: Hello, TVS, Thank you for your question. What I believe call centers are looking for in potential employees are the following:
Enthusiasm – You want to work in this call center. You do not
see the job as other than positive. You like your job.
Good Voice – No customer wants to hear a mono-toned voice. Customers expect clear enunciation, correct subject/ verb agreement, friendly, sincere tone of voice.
Correctness – Companies do not want you to give out incorrect information. That means you have to learn the products and services.
Call Management – Customers do not want to stay on the phone all day. The company wants you to efficiently process the call.
Exceed Customer Expectations – Companies realize their customers have choices. They expect you to enhance customer relations.
Follow-through – If you say you will call the customer back, you do it.
Q: How can I get rid of my Haitian accent? I have been living in the US (Kansas City MO) for 8-10 yrs now and I still have a strong accent. I hate being asked where I’m from. I just want to lose the accent or lessen it. Is that possible, if so who can help me and how can I get the help?
A: Hello, Thank you for your question. Accents let people in on who we are. If the accent does not interfere with your being understood, it is not necessary to eliminate it. However, since you perceive it as a problem, do one of two things:
1. Work with a voice coach in Kansas. Sometimes, you will find a listing of voice coaches at the university. A vocal coach can help you to assess if you are enunciating the word correctly. This person can help you to see if the lips, teeth, and tongue are in the right position in your mouth.
2. Purchase topsides online through a company such as amazon.com about speaking English as an American.
Because you are in Kansas City, you are hearing a Midwestern accent. Vowel sounds are elongated. Notice how newscasters sound on your local channels. Then imitate them. You may want to review our June 2004 Newsletter on accent reduction. “Do I Need to Work on My Accent?
Q: I would like to receive some information on the following topics; Tone of Voice and how to use it to my advantage, How to Not Invite Rejection/Asking closed questions, Telephone Communication Skills?
A: Hello, My recommendation is that you read some of our archived newsletters. Each month for the past 4 + years, we have published two newsletters each month, one on Face-to-Face Communication Skills and one on Telephone Communication Skills.
I recommend going to our website and accessing the following Telephone Communications Skills newsletters: In particular – March 2004, April 2004, May 2004, September 2004, and November 2004.
Q: Hi, My Name is Vincent and I’m a team leader for my team. I have an agent who needs to work on the tone of her voice which is too flat, and rapport building with the callers (she sounds as though she means only business on the call). Can you help me with some exercises that will help her build rapport and make the tone of her voice more pleasant? Vincent
A: Hello Vincent, To work on the tone of voice your agent needs to pause and breathe. The rep needs to pause as often as every third or fourth word. Have your agent do her typical greeting pausing and breathing often. Also, have your agent practice reading out loud the things she would typically say to a caller, but this time emphasizing critical pieces of information in each sentence. Make her do it with you as a practice. Also, ask her to practice on her own. Be sure to notice her improvement. Let me know how it works. Regards, Judy
: What are proper phone skills in a professional environment?
A: Thanks for your question. From the first moment of your greeting, the caller is making some deductions about you. Are you confident, knowledgeable and friendly? Thus, the first thing you want to remember in a professional environment is that the greeting is important. Your tone of voice has to be upbeat and sincere.
The second thing is that you should speak very clearly. Words should not be mispronounced. All of the syllables in the words need to be enunciated, not just some of them.
The speaker should be able to have time to digest what you have said. Pacing is also important. If you speak quickly, be sure to pause for a second or two between each thought or sentence.
No one likes a monotone so throughout your conversation, make sure your voice sounds interested. By pausing frequently, you will be able to bring vocal variety into play.
Communicating in a professional environment is critical to you. Make sure your phone voice conjures up the right picture in your caller’s eyes. Best wishes, Judy
Q: How does one improve his/her communication skill whether in writing or speech delivery? J.C.
A: Hello Jim, I know we have talked before, and I appreciate your desire to improve. It sounds like reading about how to improve is not enough. My recommendation is that you take a presentation skills course. You can do this with an organization like my self or at your local college. Perhaps, your company might sponsor such a program. Best wishes. Judy
Q: What are the best ways of improving interpersonal communication in a gathering? C.J.
A: Remember to look people in the eye. People assess trust and believability by how strong your eye contact is. Also, pause often to bring life into your voice and to eliminate non-words. Do not interrupt any speaker. Always allow them to finish their thought before you begin your response. These are very simple tips, but these tips are rarely implemented by people in social situations. There are many books on interpersonal communication. There are also books on tape.
Q: Please suggest to me some material available on a website for reference to improve my English speaking skills. G.V.
A: Thank you for your question. It is a frequently asked question. I recommend that you look at our June 2004 Phone Skills newsletter on the accent as a starting point. The article will direct you to several sources. We also recommend you contact our guest author (use the form above) directly and watch a lot of American television or videos. Judy
Q: How can I get rid of my British Accent. I need an American one for performance purposes. John
A: Hello John, We’ve tried to send this reply to the E-mail address you sent us before and it was refused. Hopefully, you will see this.
Mostly, we see the British accent coming from the back of the throat. It is more guttural. Also, some words, like “schedule,” and “process,” for example are pronounced differently. Accents are complicated. Often, they need individual attention to identify how you enunciate and to tailor that to the American accent.
I would encourage you to watch as much American television or videos as possible. From each ten minute clip, try to say one line so that it sounds like the speaker. Make sure you open your mouth wide to allow the lips, teeth, and tongue to get into the right parking position to say the sentence.
I have attached one of our newsletters from June 2004 on accents: Do I Need to Work on My Accent? Best wishes, Judy
: I need to attend a voice training course and am wondering whether you could give me the address of the place where such training is held, as I am a resident of Mumbai.
A: I regret that we do not have consultants in Mumbai. Certainly, universities would offer voice training. In the interim, please review the archives of our Phone Skills newsletters. Best wishes, Judy
Q: Hi Folks, I am beginning to bring coaching to my workplace and have been having difficulty in coaching one of my staff members. She has set a goal to have more time outside of work hours so that she can deal with personal crises (ill mother, difficult brother) however she seems to think that her work day is also made up of crises.
Can you give me some tips on how I could alter her vision from seeing everything as a crisis? I’m really stuck with this! Any info you could offer would be greatly appreciated. Thanks!
A: I like the idea of making a contract with the person. I think you need to state that running the business effectively has to be the goal. Knowing that is the goal, how can she make things different to ensure that this remains the primary and not secondary goal? Try to involve her as much as possible. Get her to sign it. Hold her responsible and remind her that you will be checking on her progress regularly. Another option is that you can offer her an unpaid leave also.
We do have some coaching tips in the archived newsletters. Please review Aug-04 Phone Skills; Apr-03 Phone Skills; July -04 Face-to-Face; Apr-02 Face-to-Face; Oct-02 Phone Skills; Jan-01 Phone Skills; Feb-01 Phone Skills;
I hope these suggestions help. Best wishes, Judy
Q: What does it take to be an impactive presenter?
A: There are key ingredients to being an impactful presenter. I refer you to the June 2001 newsletter that is archived on our website. It is titled “Three Key Elements to Any Presentation.” What the article stress is that a Presenter must captivate, motivate and educate during the course of his presentation.
I also refer you to the May 2004 newsletter, titled “Your Presentation Report Card” for other elements you need to consider. Best wishes, Judy
Q: How can I make my voice sound younger on the phone. I am 58, not old, but my voice sounds old on the phone and puts people off. Any tips? Many thanks. Chri
A: Hi Chris, The November Phone Skills Newsletter talks about ways to improve your voice. See if this helps. The issues with your voice may be related to shallow breathing. Try the exercises recommended in the November newsletter.
Q: Hello, I am Dallas from India. I am working for a call center. I would like to know how to improve my voice quality. I want to sound different, I mean when I talk people would want to listen to a more attractive voice. I also want to improve my fluency in English and how to speak better on impromptu topics. Do you have any workshops in Mumbai (India)?
A: Hi Dallas, We give our workshops anywhere. We do not have any scheduled for Mumbai to date. With that being the case, listen to American television and watch American movies. These will help you to understand colloquialisms. My additional recommendation is to pay attention to the rate at which you speak and open your mouth very wide to pronounce the vowel sounds. The clip at which your language is spoken is faster. Also, the way in which certain letters are pronounced is different. Our June 2004 Phone Skills Newsletter may be a help.
Q: What are the topics that are frequently asked in Call Centre Training or any group discussion topics? Jane D.
A: Hi Jane, The most frequently requested topic is how to deal with difficult callers. Obviously, call center reps deal with difficult people on a constant basis so knowing how to turn around a call is critical. There are other topics that are also important. These are:
- Time / Call Management
- Sincerity in the voice
- Understanding your customer
- Stress management
When Impact Communications Inc. created their Ex.C.E.E.D. Class for Phone Reps, we surveyed 50 phone reps and their supervisors. We asked them to list their primary concerns. We incorporated all of their suggestions into our one-day program. Please feel free to contact us for further information.
Q: What do you think is the most interesting aspect of preparing a presentation/assignment with teammates? What are the biggest challenges? Roger H.,
A: Hi Roger, I appreciate your inquiry about team presentations. Based on your suggestion, we will be devoting one of our summer newsletters to this topic. Watch for it.
There are lots of challenges in presenting with a team. The expectation from the customers perspective is that the team knows each other and works well together. Why? They want to be able to depend on a well-run team when they are having problems. The first challenge, thus, is to look and sound like you know each other and have worked with each other often. It should not look like you met for the first time in the lobby of the building.
The second challenge is that the team needs to know what the business goal is for them. All members of the team need to be in agreement. All members also have to know what the customer’s pain points are. There are lots of times when the technical people are brought in without really knowing much about the customer. It’s a huge mistake.
A third challenge is knowing who is going to respond to what questions. There are times when the account executive answers technical questions and makes mistakes. It is very hard to correct misinformation without looking bad.
Team presentations are a terrific opportunity, particularly for small companies, to distinguish yourselves from your competitors. If your group does a great job, the customer feels confident in selecting your organization.
Team presentations are critical and the norm these days. Watch for our newsletter devoted to this topic.
Q: What kinds of questions can you ask a presenter after their presentation?
A: Our organization feels you can ask them anything regarding the content. Questions help people accept ideas and move forward on a decision. A good speaker should welcome them and anticipate 95% of the questions asked by the audience.
Please continue to dialogue with me if this does not fully answer your concern.
Q: Can your organization conduct a three-day training in Dushanbe?
A: Nargis, In your E-mail, you asked many very specific questions. We are able to accommodate you but would like to E-mail you directly. Please e-mail us at Impact Communications, Inc.
Q: What should help desk personnel know about communication?
A: Many of our past newsletters deal directly with how help desk personnel can better serve their customers. Please examine the archive of our newsletters on listening, handling difficult customers, and specific skill issues. Breathing, the Source of Your Vocal Power
Q: What work have you done with libraries?
A: Impact Communications has worked on both sides of the fence, both on the vendor side and on the library side. Our organization has developed customized programs for those selling to libraries, whether public, private or academic. Our unique program is titled, ?Selling Your Products to the Library Community.? This program includes coaching from a key library executive, as well as a communications expert. In addition, we have developed a series of communication-related programs for systems throughout the country. Some of our programs have included, “Coaching for Supervisors,” “Presenting Effectively,” and “Handling Difficult Callers.” Lastly, we have trained key executives, including the past president of the American Library Association.
Q: Do you have any tips for getting over being nervous? I feel like throwing up.
A: Being prepared is essential. A speaker who isn’t well prepared will be nervous. Preparation includes not only developing content but practicing it out loud and also anticipating the questions you will be asked. Speakers should also always be working on something with regards to their delivery. They should remember that pausing and sustained eye contact with individuals in their audience will help them think and make an immediate connection. Some of our archived newsletters can also be of assistance to you. Some of our newsletters dealing with nervousness are: April 2001; October 2003; January 2004.
Q: How do you work with large audiences?
A: It is important to make a personal connection with an audience, even a large audience. Divide the audience into three or four sections and look at individuals in those sections for a full sentence or thought or three to five seconds. This will have a ripple effect- the people on each side and several rows behind will feel included also.
Q: In our call center, we have problems with our reps not properly pronouncing words. Most commonly are words such as street, ask and specific. Instead, they are pronounced as street, axe and pacific. Most of these pronunciation issues involve words with double constants. What suggestions do you have for correcting these issues, while not offending the reps?
A: Customers form impressions of a phone rep within seconds. If the rep is articulate, the conclusion is that the person is competent and knowledgeable. If not, the caller may want to speak to someone else. Consequently, the proper pronunciation of words is important. Often, mispronunciation is a habit that the rep has had for years. It may be due to speaking too quickly so that the lips, teeth, and tongue are not in the right position to say the word correctly. This can be corrected by pausing more frequently. On the other hand, it may also be the result of not hearing the mispronunciation.
My suggestion is to tape the person and review the tape together. The coach should ask the rep if they notice anything unusual in the way the words are said. If not, the coach needs to heighten awareness. The coach or supervisor might demonstrate how the sentence should sound, emphasizing every syllable in all the words in a sentence. The coach should tape the demo and play it back asking the individual if they notice a difference. If the person does hear a difference, try to work together and come up with a list of words that the rep should practice. Agree to meet again within a reasonable time frame and applaud any improvement.
Q: Does Impact Communications provide any classes on coaching?
A: Impact Communications does provide a coaching class for managers and supervisors of call centers. Please call our office at (847) 438-4480) for more specific information.
Q: Are there any articles that might help me teach our staff how to better their communication skills? December 2003.
A: Our newsletters have been archived for three years. There are many articles on improving one’s communication skills, both for Face to Face and over the Phone Communication. These can be accessed from our Homepage or directly by clicking on Newsletters.
Q: Have you written any articles regarding ethics in economics or government?
A: Thank you for your interest in our website. To date, we have not written on the topic of ethics in government or economics. However, we have talked about building trust in front of an audience in our October 2002 issue.
We are always looking for topics that would be pertinent to our readers. Check our website over the winter months. I will suggest your topic to our communication manager.
Q: My presentation style is interactive rather than a prepared speech. What tips can you give me to help keep my presentation on message and not let it wander over too many subjects? B
A: First, keep your message simple. Don’t try to cover too many points. Keeping it simple will help you to remember. Secondly, keep your Presentation Planner handy. Refer to it often. Remember you are the captain of the ship and must steer people back on course. Link what you are currently saying to the next point on your Presentation Planner. Then stick to your planner.
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