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.