Are you less employable if you have a strong accent?

At the weekend I read an article about a gentleman that was not employed for a particular job. On asking for feedback from his interviewers, they revealed that his accent was one reason why he wasn't selected.
http://www.dailymail.co.uk/news/article-1353606/Shemi-Leira-turned-job-African-accent-rich-customers.html

This area is always of interest to me. Accents provoke emotion in everyone; certain accents make you feel negative about them, others positive. It could be based on expectation or whether or not you can understand them easily.

On two separate occasions Executive Voice have provided training for individuals and teams, where one of the issues was 'accents'. In the first, a highly qualified and valued professional received training due to his accent resulting in more work for the support staff. Part of his job required him to dictate information via a telephone line and his secretarial team were not able to understand what he was saying. This resulted in errors; more time being spent on his documents and unhappy clients. Clients also had difficulty communicating with him by telephone. The company valued him very highly and were aware that this had become a major issue and was affecting the business. Through training the gentleman learnt how to dictate more effectively; slowing down his speech and being more precise with his diction. He maintained his accent, but was able to modify it for workcase situations.

In the other instance, we worked with an inspirational team of estate agents based in the North East. Their warm, friendly approach to clients - many of whom were based in the South East or who were foreign, was seen as over familiar for a client/supplier relationship. Clients also found it quite difficult to understand the team on the phone and often there were 'unprofessional' conversations in the office that were clearly audible in the background when clients were on the phone or in the office. Whilst not wishing to dampen the natural positive characteristics of the team, we made them aware of professional and private behaviour, relationships and conversations. We also focused on how to modify the voice with clearer diction on the telephone, so that clients were able to understand more easily. Again, there was a marked increase in sales once the training was implemented.

If we regard Michel Roux's Service, all of the trainees had accents: yes, RP is an accent. They all modified how they spoke; what they said; their behaviour and body language to work in a Five Star environment. Their accents weren't an issue as it was the overall package that counted.

So here are the top tips for ensuring you are employable, whatever your accent is:

• Speak clearly and if necessary slow down your speech to ensure people understand you.
• On the telephone, take special care to listen and speak very clearly.
• Develop rapport with good eye contact and positive, open body language.
• Check the environment you are going to work in; is it an environment you are familiar with or wish to work in? If not, look for another opportunity.

http://www.executivevoice.co.uk

Learn to speak 'The Queen's English' on your iphone

I read an intriguing article today about an iphone app that can train you to speak the 'Queen's English' - allegedly...

Apparently, the app will train you to speak a certain number of vowels and consonants that are part of the RP style of speaking. What a great resource! I am very much in favour of people speaking clearly although speakers of regional accents can also speak very clearly. Ironically, some people that believe they speak 'Queen's English' don't enunciate clearly and they are difficult to comprehend.

This is a great resource for individuals to improve the quality of their voices; making it clearer for others to understand them. In a world where we speak to people that don't speak English as a first language, we need to work especially hard to be understood. Gone are the days when we thought speaking louder whilst gesticulating: like Basil Faulty, was acceptable. Come to think of it, was it ever acceptable??

It is also useful for people who use the phone a lot; there is nothing like a clear voice for making it easier for the listener to LISTEN EASILY.

Of course Executive Voice also offer these services: either one to one, face to face and on the telephone, and audio CDs. Go to our website for information.

Here is the article:

Why we must treasure our regional accents -Times Online

Further to my last blog, I've had a response. Yes; other people agree that grammatical errors devalue the speaker's message; their trustworthiness and unfortunately their intelligence. One reader mentioned the habit of inflections at the end of phrases, so that every sentence sounds like a question. "I'm going to the gym" - with an upward inflection. Also the "I went to the shops, and it was, like, SOO busy." - complete with rolling eyes and flicky hair.

I've come across another article promoting regional accents.
Why we must treasure our regional accents -Times Online

My message is still to treasure regional variety, but to be aware of your use of grammar; speak clearly and don't go up at the end of every sentence unless it's a question!!

Children are being taught to 'speak better'

In the news yesterday was an article about school children learning to speak properly. As usual there were plenty of postings on the Telegraph - and particularly the Daily Mail websites, criticising parents, the Government and teachers. One post actually said that 'Most teachers were illiterate' (could I see the figures to prove this statement...)
There is a need to address the problem of children's lack of positive communication skills - and also that of society as a whole. One could argue that this ought to be the parents' responsibility, but since this is such a problem, they are clearly not doing this, so there needs to be a strategy for improving these skills.
By poor speech, I DO NOT mean regional accents - or indeed certain Public School accents that are incomprehensible, but speaking where grammatically the language is WRONG, and also the use of slang and phrases like "Oh - My - God" - which personally I find offensive and sloppy. There is a way to speak and communicate with your friends and peers: another when you are at work.

To me there are a couple of crucial points about current communication styles. One is that there are many more people who are 'voices' in the media, who have poor communication skills: in particular grammar and pronunciation. Celebrities, footballers etc. This gives the appearance of 'being the norm', when in fact they are dreadful. These people are role models for a lot of children and of course they mimic and believe this is totally acceptable. Not only are their speaking styles sloppy, but they use poor English.
Also, it is important for young people - everyone infact, to be able to recognise what type of speech is appropriate for different situations. I delivered some training to a company where the lovely employees were 'over friendly' and 'familiar' with their use of speech with clients. Clients were being put off by this. When the employees realised that there is an appropriate language style for clients and a different one for friends, the communication effectiveness in the office increased.
Rather like we wear work and 'home' clothes, we should adopt 'work' and 'home' speech.
Here is the article>
http://www.telegraph.co.uk/education/primaryeducation/5227625/Children-to-be-taught-how-to-speak-properly.html

Read more from Executive Voice http://www.executivevoice.co.uk

The curse of the answerphone message!

Recently, I have been contacting a variety of organisations and companies. On a number of occasions I have been confronted by the dreaded answerphone! Now I understand that individual people aren't at their desks 100% of the time, but an answerphone can be the first contact a potential customer has with a company or service.

Answerphone messages varied from totally inaudible speaking, to messages that were so fast, one wondered whether the person was running out of the room as they recorded it! Other telephone numbers were largely inaudible and I did not receive much confidence in the companies' services.

There was even an accountancy company: with 20+ employees, that had an answerphone system that invited you to select 'speaking to an operator' as an option - only to be put through to - ANOTHER ANSWER PHONE!! In this case, the argument for a diversion service to a key person in the organisation, whilst the operator was busy, was quite a strong one. I certainly wouldn't bother about rephoning and I wouldn't bother to buy into their services.

There are a number of issues surrounding answerphone messages. Yes, companies need to have a number that people can contact them outside office hours. Individuals are not going to be at their desk for 100% of the time. However, any message a customer receives when they contact an individual or company should reflect positively on that company - otherwise the customer will be lost.

Key ways of ensuring your answerphone message is effective:

1. Speak clearly and slowly, pronouncing key words carefully.

2. Any other contact telephone numbers should re recited clearly and repeated to give the caller time to take the number down.

3. Take your time to compose yourself before leaving the message on the answerphone: a stressful person records a stressful message!

4. If you are leaving a message from your mobile phone, make sure you speak very clearly; if reception is not very good, this will be reflected in the recording.

5. Consider redirecting your personal number to a VA or a colleague to ensure the client receives a human/personal contact.

I think there is more blogging potential from this topic - including getting organisations and departments to take responsibility for answering calls effectively and also leaving answerphone messages more clearly! There will be more soon!