An Asian crooner was just picked up by her host at the Los Angeles International Airport. Feeling tired and sleepy, she decided to pass, when her host invited her to come with them to their concert. Just as her hosts left, the telephone rang. She picked it up.
"Hello! This is the coroner speaking," she said thinking that it was her host calling.(She had that nickname, because she used to sing in a small bar.)
"Hi,", a woman's voice answered. "May I talk to Tommy?"
"Oh, I'm sorry, mom, but Tommy just pass away."
"WHAT?" Shocked, the woman asked. "What about Linda?"
"I'm sorry, mom, Linda also pass away."
"You mean, my daughter also passed?"
"Yes, mom. They have a cancer."
"WHAT? May I know again who is talking?"
"This is Alona, the coroner.
********
An absolute mess. Certainly, the guest meant it well, but the message was not communicated well. Now, put yourself in the shoes of Linda's mom. How would you feel?
Sapir-Whorf hypothesis theorized that language is not only a tool to express ideas, it is itself the shaper of ideas. We express and shape ideas based on our culture and language ability. Definitely, Linda's mom was devastated after that short conversation.
What about when you are manning a call center? The call center agent interacts with a stranger everyday. Yes, he/she had a month of intensive training, but it certainly was not enough to know everything. And I am pretty sure, the trainer (hopefully a native English speaker or if not, has lived and interacted for many years with a native English speaker)have not taught them everything. The would-be agent must keep on practicing and learning the English language and the culture of his/her clients.
I will give myself as a case in point. My mother tongue or first language is Binukid, which is an indigenous language. My second language is Binisaya, which is also the lingua franca in southern Philippines. My third is Tagalog, which is the Philippine national language that I learned from school. My fourth is English, which I also learned alongside with Tagalog. So, I linguistically grew up with only four vocoids: /a/,/i/,/u/, and /e/. The sound of my /e/ is like that of /oo/ in "book"; however, when I produced the sound, my lips are unrounded. Instead, I produced /e/ with my mouth slightly stretch sideways, like posing a trace of a smile.
The sounds of my consonants are produced pretty much the same as in any other Philippine languages. Unlike in English, I produced my /t/ with the tip of my tongue touching the front of my palette, and voiced, not at the back of my teeth, and voiceless. Unlike in English, I produced my /d/ with the tip of my tongue touching the mid-section of my palette and voiced, not touching the back of my teeth, and voiced.
With such pronunciation used from childhood to college, it was a painstaking effort for me to unlearn and relearn. I felt bad that my English teachers from elementary to high school did not teach the proper English pronunciation, while my tongue was still soft and supple. I felt real bad, because my English Communication college professor, who earned his English degree from a very reputable private university in Manila, did not meticulously and exaggeratedly teach the class on phonics. All the while, I thought that my English was okay, because I was getting "A's" and "A minuses" in my English courses.(Definitely, my English, when written, was alright. Unfortunately, writing is different from speaking.)
I realized my shortcoming in the English language, when I took Orthography and Phonology courses in my graduate studies in applied linguistics. Slowly, but surely, my pitfall began to unravel. Often times, I stirred misconception and I vehemently reacted to the culture of my Australian colleague. In fact, I have been feeling embarrassed to say that I have caused them to end their work in southern Philippines 25 years ago after I wrote a despicable letter in reaction to one natural, idiomatically correct, English statement. I was very close to this couple. Matter of fact, they were one of my wedding sponsors. And I blew away my relationship with them. I ended their love to live and work in southern Philippines.
I have to unlearn my "carabao English". Sorry for the description. I don't want to label it as a "Filipino English", because there are Filipinos, who have been trained to speak the English language properly even when they were still in their mom's belly.
I have to learn the proper production of my vowel and consonant sounds. And, oh boy, despite several applied linguistic courses in graduate school, I didn't learn the proper English pronunciation overnight. Quite frankly, traces of my "carabao English pronunciation" still lingers unwittingly sometimes. That said, I still practice. My wife and my grandchildren still see me learning the nasal twang as I watch, listen, and mimic my favorite TV personalities. I still am learning.
I hope those call center aspirants, who are non-native English speakers, will do the same. Well, they have to double their effort, because they don't rub elbows with native English speakers most of the day. Nevertheless, they should not be discouraged. Just keep on learning both the English language and the culture. Practice, practice, practice! Exaggerate, exaggerate, exaggerate! Use the English language when talking either to yourself or friends. Definitely, you have to speak English to your teachers. Ignore those who laugh at you and label you as "trying hard" or "keeping up with the Joneses". You need it when applying for a job that requires a good command of English.
Friday, February 27, 2009
Saturday, February 21, 2009
On Call Centers and Effective English Communication:
Yesterday, I was surfing again hoping to find more websites and blogs with the song,"Bukidnon, My Home". While doing so, I happened to see a blog on the need for more call center employees. With economic crunch and company downsizing, posting of job is what our society needs.
I scrolled down to read some of the feedback and comments. Instead of comments, I saw resume, request for the agency's address, and messages with an intention to apply. I sympathized with those who left messages, because I read desperation. I also felt sad, because I saw proofs why those who were needing the job would never be hired.
Communication is getting one's idea across verbally or non-verbally. We communicate not only through a spoken language, but also through body stance, gesture, and tone of voice. All these have to be taken into serious consideration if we wanted to communicate effectively, especially to strangers.
One component of communication effectiveness is cognition. Cognition involves the manner in which we process and disseminate information and the knowledge we have about the stranger's culture. Therefore, cognitive process involves description, interpretation, and evaluation. And to effectively describe, interpret, and evaluate is to learn the language and the culture of the person that we are communicating with.
In a call center, body stance and gesture are not necessary; however, the spoken language ( in most cases, the English language) and the tone of voice, plus the knowledge of the client's culture, are a must. So, if somebody would like to work as a call center agent, he or she should try his/her very best to impress the would-be employer that he/she could execute the job very well.
Definitely, a call center is looking for workers who have good command of the English language. Applicants need not have a perfect English, because there is no such thing as perfect English. In the U.S.of A., many are using double negatives. For example, " I am not doing that, no more." Also, subject-verb disagreement is very common. For example, "They was here a minute ago." Accented English is very common, too. Accent of Texans is different from the Californians; accent of Tennesseans is different from Texans. However, once an American moves to another state, he/she tries to adapt the accent of his/her host. How? They try his/her best to reduce the nuances of his/her accent. This certainly is for the purpose of effective communication. Let me emphasize, though, that there is what we call informal and formal English; street or schooled English, and native-born and foreign-accented English. So, which one would you think is best for a call center agent? The answer, most definitely, is a good command of formal and educated English, with reduced traces of foreign accents.
I was disappointed that almost all those messages posted on that call center blog did not meet the requirements.
Here are some pieces of advice:
1) I encourage non-native English speakers to read, read, and read English books and magazines. Put away vernacular books and magazines for some time (Bisaya, Liwayway, etc.) and read more English books. Reading books is a big help to minimize subject-verb disagreements, dangling sentences, etc.
2) I also encourage them to tune in to TV channels with native English speakers or radio programs (Voice of America or BBC, for example)and, while they listen to that native English speaker, they should try to mimic and emulate the accent or the tone of that speaker's voice. Be keen when listening to and producing those diphthongs (long e's, short e's, oi, the schwa sound, etc.). For consonants, please pay attention particularly the beginning and final. Like vowels, consonants can be produced properly by the placement of your lips and tongue. For example, /b/ which is bilabial plosive can be produced properly by having your lower and upper lips touch each other before you let out that booming sound. Phonic /v/ can be produced by having your upper teeth touch your lower lip before you let out the sound. Produce the sound /t/ by placing the tip of your tongue at the back of your teeth before you say the letter.
3) English teachers must emphasize the importance of teeth, lips, tongue, palate, and glottis when teaching phonics to their students.
4) And students or parents, you should demand a good English teacher from the school administrator. This does not mean a charismatic or likable teacher. I mean a teacher, who knows the craft. English teachers with good command of the language, both in grammar, phonics, and accent reduction, are not only a must in college, they are a must in elementary grades, because that's where the language learning has to start.
Remember, it is not only a good command of grammar that a call center needs; a good pronunciation is also very much needed. Once you have the confidence in your grammar and phonics, reduction of foreign diction and accent will be as easy as eating an apple pie.
5) PRACTICE, PRACTICE, PRACTICE. EXAGGERATE, EXAGGERATE, EXAGGERATE. Twist, stretch, and curl that tongue to the max.
6) AND PLEASE LEARN TO ELIMINATE CODE-SWITCHING, when speaking. Using English as your initial phrase and completing the sentence in vernacular, or vice versa (code-switching), will not do you any good. It would become your habit; it would prevent you from speaking English fluently; it surely would be a dead-end in getting that job in any call center.
I scrolled down to read some of the feedback and comments. Instead of comments, I saw resume, request for the agency's address, and messages with an intention to apply. I sympathized with those who left messages, because I read desperation. I also felt sad, because I saw proofs why those who were needing the job would never be hired.
Communication is getting one's idea across verbally or non-verbally. We communicate not only through a spoken language, but also through body stance, gesture, and tone of voice. All these have to be taken into serious consideration if we wanted to communicate effectively, especially to strangers.
One component of communication effectiveness is cognition. Cognition involves the manner in which we process and disseminate information and the knowledge we have about the stranger's culture. Therefore, cognitive process involves description, interpretation, and evaluation. And to effectively describe, interpret, and evaluate is to learn the language and the culture of the person that we are communicating with.
In a call center, body stance and gesture are not necessary; however, the spoken language ( in most cases, the English language) and the tone of voice, plus the knowledge of the client's culture, are a must. So, if somebody would like to work as a call center agent, he or she should try his/her very best to impress the would-be employer that he/she could execute the job very well.
Definitely, a call center is looking for workers who have good command of the English language. Applicants need not have a perfect English, because there is no such thing as perfect English. In the U.S.of A., many are using double negatives. For example, " I am not doing that, no more." Also, subject-verb disagreement is very common. For example, "They was here a minute ago." Accented English is very common, too. Accent of Texans is different from the Californians; accent of Tennesseans is different from Texans. However, once an American moves to another state, he/she tries to adapt the accent of his/her host. How? They try his/her best to reduce the nuances of his/her accent. This certainly is for the purpose of effective communication. Let me emphasize, though, that there is what we call informal and formal English; street or schooled English, and native-born and foreign-accented English. So, which one would you think is best for a call center agent? The answer, most definitely, is a good command of formal and educated English, with reduced traces of foreign accents.
I was disappointed that almost all those messages posted on that call center blog did not meet the requirements.
Here are some pieces of advice:
1) I encourage non-native English speakers to read, read, and read English books and magazines. Put away vernacular books and magazines for some time (Bisaya, Liwayway, etc.) and read more English books. Reading books is a big help to minimize subject-verb disagreements, dangling sentences, etc.
2) I also encourage them to tune in to TV channels with native English speakers or radio programs (Voice of America or BBC, for example)and, while they listen to that native English speaker, they should try to mimic and emulate the accent or the tone of that speaker's voice. Be keen when listening to and producing those diphthongs (long e's, short e's, oi, the schwa sound, etc.). For consonants, please pay attention particularly the beginning and final. Like vowels, consonants can be produced properly by the placement of your lips and tongue. For example, /b/ which is bilabial plosive can be produced properly by having your lower and upper lips touch each other before you let out that booming sound. Phonic /v/ can be produced by having your upper teeth touch your lower lip before you let out the sound. Produce the sound /t/ by placing the tip of your tongue at the back of your teeth before you say the letter.
3) English teachers must emphasize the importance of teeth, lips, tongue, palate, and glottis when teaching phonics to their students.
4) And students or parents, you should demand a good English teacher from the school administrator. This does not mean a charismatic or likable teacher. I mean a teacher, who knows the craft. English teachers with good command of the language, both in grammar, phonics, and accent reduction, are not only a must in college, they are a must in elementary grades, because that's where the language learning has to start.
Remember, it is not only a good command of grammar that a call center needs; a good pronunciation is also very much needed. Once you have the confidence in your grammar and phonics, reduction of foreign diction and accent will be as easy as eating an apple pie.
5) PRACTICE, PRACTICE, PRACTICE. EXAGGERATE, EXAGGERATE, EXAGGERATE. Twist, stretch, and curl that tongue to the max.
6) AND PLEASE LEARN TO ELIMINATE CODE-SWITCHING, when speaking. Using English as your initial phrase and completing the sentence in vernacular, or vice versa (code-switching), will not do you any good. It would become your habit; it would prevent you from speaking English fluently; it surely would be a dead-end in getting that job in any call center.
Sunday, February 15, 2009
"BUKIDNON, MY HOME" REVISITED
Sorry guys, this special blog is going provincial, specifically intended for my fellow "tagaBukidnon". Promise, my weekend blog would be intended for global reading.
The topic, the song "Bukidnon, My Home", is very close to my heart. It's the official song of my province in so. Philippines. It has been written and sung in both English and Binukid, my mother tongue; however, the Binukid lyric has been problematic. With my serious intention to include the song in my book project, BEDTIME-PASTIME (Kalanganan dun hu Ikam): Collections of Short Stories and Folktales, I decided to rewrite its Binukid chorus. So, mga sulled ku, mga migo ug miga, please give me your feedback.
Reasons behind this rewrite:
1) The Binukid lyric is too specific and it doesn't jibe (sorry for colloquialism)with the English lyric. Good translation needs to be idiomatic and must not be out of context. What we have now is purely a free, free, free translation.
2) One word in some online postings is so foreign to me. I have not heard such word since birth. Yes, my mother tongue is Binukid. It is my first language. Nevertheless, I am not too narrow-minded. I know pretty well that language is dynamic; thus, it changes over time. Maybe the word is archaic. It has not been used right after the song was put into music. I bald already...breathing more than half a century. Hence, Bukidnon, My Home, could have been written 20 years before I was born. Following Sapir-Whorf hypothesis, some linguist-anthropologists believe that 19 % of basic vocabulary changes every one thousand years. Maybe, such Binukid term was one of them, but it is too far-fetched.
3) Measures in the Binukid chorus is more than what we have in English. If we sing the Binukid counterpart without repeating it, the lyric is short of two measures.
4) In some postings, the orthography is problematic also.
So, here's my rewrite of the Binukid chorus. I tried my best to stay close to the English lyric. Also, I tried to relate it to the content of its first stanza.
"BUKIDNON, BANUWA KU"
Bisan pa hindu a
Lalag ku'g uli` a
Dini ta Bukidnon
Kanak ha banuwa
Buntod ha matangkaw,
Kalasan...makapal,
Patag ha malu-ag,
Na tungkay madagway.
Cho:
Bukidnon ha banuwa ku,
Imu man sa pusong ku.
Ga-id man ta madagway
Sa langit nu ko daloman.
Bukidnon ha banuwa ku,
Angati a; ag-uli` a."
Sa kalipay ha in-ila nu
Hadi ku agkalipatan.(Or "hadi iyan agkamatay.)
(English translation of chorus)
Bukidnon, my town,
My heart is yours.
Maybe because your sky
Is beautiful(even) at night.
Bukidnon, my town,
Wait for me; I am coming home.
The happiness you have given me
I (just) can't forget.(or It, indeed, will not die.)
(The current Binukid Chorus)
Bunturun, balalayan, basakan,
kapatagan, pastuhan, kapinyahan,
ba alan-alan ka-uyagan.
Langit din pig-aldawan,
piglambongan, pig-uranan,
ba alan-alan ka-uyagan.
(The English Chorus)
There my heart, yearns to be
In far away, Bukidnon land.
Under its blue starry sky,
Where love and joy never die.
(Repeat)
Please note that I have no problem keeping the original Binukid chorus, even if it's way off it's English counterpart. However, I wanted to sing it without humming a couple of measures before singing the last phrase. Any feedback is highly appreciated, so shoot it out. And please inform your family and friends in Bukidnon to check out this rewrite.
Thank you, guys.
NOTE:
Most of my readers have been sending me comments through facebook and email. You can do the same. Here's my email: edMindustan@gmail.com
Salamat tungkay.
The topic, the song "Bukidnon, My Home", is very close to my heart. It's the official song of my province in so. Philippines. It has been written and sung in both English and Binukid, my mother tongue; however, the Binukid lyric has been problematic. With my serious intention to include the song in my book project, BEDTIME-PASTIME (Kalanganan dun hu Ikam): Collections of Short Stories and Folktales, I decided to rewrite its Binukid chorus. So, mga sulled ku, mga migo ug miga, please give me your feedback.
Reasons behind this rewrite:
1) The Binukid lyric is too specific and it doesn't jibe (sorry for colloquialism)with the English lyric. Good translation needs to be idiomatic and must not be out of context. What we have now is purely a free, free, free translation.
2) One word in some online postings is so foreign to me. I have not heard such word since birth. Yes, my mother tongue is Binukid. It is my first language. Nevertheless, I am not too narrow-minded. I know pretty well that language is dynamic; thus, it changes over time. Maybe the word is archaic. It has not been used right after the song was put into music. I bald already...breathing more than half a century. Hence, Bukidnon, My Home, could have been written 20 years before I was born. Following Sapir-Whorf hypothesis, some linguist-anthropologists believe that 19 % of basic vocabulary changes every one thousand years. Maybe, such Binukid term was one of them, but it is too far-fetched.
3) Measures in the Binukid chorus is more than what we have in English. If we sing the Binukid counterpart without repeating it, the lyric is short of two measures.
4) In some postings, the orthography is problematic also.
So, here's my rewrite of the Binukid chorus. I tried my best to stay close to the English lyric. Also, I tried to relate it to the content of its first stanza.
"BUKIDNON, BANUWA KU"
Bisan pa hindu a
Lalag ku'g uli` a
Dini ta Bukidnon
Kanak ha banuwa
Buntod ha matangkaw,
Kalasan...makapal,
Patag ha malu-ag,
Na tungkay madagway.
Cho:
Bukidnon ha banuwa ku,
Imu man sa pusong ku.
Ga-id man ta madagway
Sa langit nu ko daloman.
Bukidnon ha banuwa ku,
Angati a; ag-uli` a."
Sa kalipay ha in-ila nu
Hadi ku agkalipatan.(Or "hadi iyan agkamatay.)
(English translation of chorus)
Bukidnon, my town,
My heart is yours.
Maybe because your sky
Is beautiful(even) at night.
Bukidnon, my town,
Wait for me; I am coming home.
The happiness you have given me
I (just) can't forget.(or It, indeed, will not die.)
(The current Binukid Chorus)
Bunturun, balalayan, basakan,
kapatagan, pastuhan, kapinyahan,
ba alan-alan ka-uyagan.
Langit din pig-aldawan,
piglambongan, pig-uranan,
ba alan-alan ka-uyagan.
(The English Chorus)
There my heart, yearns to be
In far away, Bukidnon land.
Under its blue starry sky,
Where love and joy never die.
(Repeat)
Please note that I have no problem keeping the original Binukid chorus, even if it's way off it's English counterpart. However, I wanted to sing it without humming a couple of measures before singing the last phrase. Any feedback is highly appreciated, so shoot it out. And please inform your family and friends in Bukidnon to check out this rewrite.
Thank you, guys.
NOTE:
Most of my readers have been sending me comments through facebook and email. You can do the same. Here's my email: edMindustan@gmail.com
Salamat tungkay.
Friday, February 13, 2009
BE HOPEFUL AND JOYOUS THIS VALENTINE'S DAY
HAPPY VALENTINE
(Italian sonnet in Acrostic)
Here I am. My beloved! My valentine!
As everyone else, with red rose in hand,
Pushing myself in…hope you’ll understand
Praying that tonight I can say, ‘You’re mine’.
Year in, year out, my heart tried to define.
Vague, at first; but then… emotion so grand.
Anxious to give you this red rose as planned
Looming inside! It’s bursting as we dine.
Expecting ‘yes’ is what my heart desire.
No! Don’t be pressured! Please, just take your time.
The ‘yes’, I need, but surely I can wait.
In case, you’d say the ‘no’, I won’t retire.
Noble? My heart is! Patience I would climb.
Enter I await…your paradise gate.
(c) 2009 edmund melig industan
HAPPY VALENTINE'S DAY EVERYONE!!!!
note: Want to read more of Edmund's poetry? PRAISING ALL SEASONS LONG can be purchased now on Comfort Publishing online store. It also can be pre-ordered now on Amazon.com, Barnes & Noble, and Target.
(Italian sonnet in Acrostic)
Here I am. My beloved! My valentine!
As everyone else, with red rose in hand,
Pushing myself in…hope you’ll understand
Praying that tonight I can say, ‘You’re mine’.
Year in, year out, my heart tried to define.
Vague, at first; but then… emotion so grand.
Anxious to give you this red rose as planned
Looming inside! It’s bursting as we dine.
Expecting ‘yes’ is what my heart desire.
No! Don’t be pressured! Please, just take your time.
The ‘yes’, I need, but surely I can wait.
In case, you’d say the ‘no’, I won’t retire.
Noble? My heart is! Patience I would climb.
Enter I await…your paradise gate.
(c) 2009 edmund melig industan
HAPPY VALENTINE'S DAY EVERYONE!!!!
note: Want to read more of Edmund's poetry? PRAISING ALL SEASONS LONG can be purchased now on Comfort Publishing online store. It also can be pre-ordered now on Amazon.com, Barnes & Noble, and Target.
Saturday, February 7, 2009
A DASANG TO MICHAEL PHELPS!
HEY, MICHAEL PHELPS!
e.melig industan (02/06/2009)
There you were, pumping fist and yells.
At the tank, you’re a dolphin kicking
…Smoothly with your heels. The fastest!
And the world had watched you in awe.
You’re a hero, a role model to many.
They buy goods when your face is on it.
They worship you like a demigod of old.
And money pours in like rain. Splendid!
But hey!
Bear in mind, fame makes one’s head swells.
And the money makes one’s judgment fails.
Hey!
Think twice when you try something new.
Think twice before you flip with what’s new.
When it’s winter to many, it’s summer to you.
Many bundle up at home; you unwind out.
Money pampers you to wriggle at wee hours.
Think! Home is wholesome; outdoor’s full of snares.
Time immemorial, money isn’t real friend.
He lets you own everything, but screws you later.
He makes you famous; later infamous…
For wrong judgment on what to do follows.
Hey!
Look at O.J., Montgomery and Jones.
They were famous. The world caught in awe.
Hey!
Fame and money they have, but see how they end up.
They have both. Both left them scathed.
Oh, fortune! Fortune makes half of a man.
And man’s action will bond to make a whole man.
Oh, Machiavelli, when can these athletes see?
Please tell them, “Prince”, they must understand.
NOTE: 1) Just a Dasang, an experimental performance poetry, patterned after the Higa-onon tribe hortatory discourse to remind Michael and the other famous athletes to think twice before they do something stupid.
2) Also, my new book, PRAISING ALL SEASONS LONG: Haiku Verses, which is available for purchase on Comfort Publishing online store, can be pre-ordered now on Amazon.com, Barnes & Noble, and Target. A super gift book year-round.
e.melig industan (02/06/2009)
There you were, pumping fist and yells.
At the tank, you’re a dolphin kicking
…Smoothly with your heels. The fastest!
And the world had watched you in awe.
You’re a hero, a role model to many.
They buy goods when your face is on it.
They worship you like a demigod of old.
And money pours in like rain. Splendid!
But hey!
Bear in mind, fame makes one’s head swells.
And the money makes one’s judgment fails.
Hey!
Think twice when you try something new.
Think twice before you flip with what’s new.
When it’s winter to many, it’s summer to you.
Many bundle up at home; you unwind out.
Money pampers you to wriggle at wee hours.
Think! Home is wholesome; outdoor’s full of snares.
Time immemorial, money isn’t real friend.
He lets you own everything, but screws you later.
He makes you famous; later infamous…
For wrong judgment on what to do follows.
Hey!
Look at O.J., Montgomery and Jones.
They were famous. The world caught in awe.
Hey!
Fame and money they have, but see how they end up.
They have both. Both left them scathed.
Oh, fortune! Fortune makes half of a man.
And man’s action will bond to make a whole man.
Oh, Machiavelli, when can these athletes see?
Please tell them, “Prince”, they must understand.
NOTE: 1) Just a Dasang, an experimental performance poetry, patterned after the Higa-onon tribe hortatory discourse to remind Michael and the other famous athletes to think twice before they do something stupid.
2) Also, my new book, PRAISING ALL SEASONS LONG: Haiku Verses, which is available for purchase on Comfort Publishing online store, can be pre-ordered now on Amazon.com, Barnes & Noble, and Target. A super gift book year-round.
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