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LIVE WEBINAR: Serving Customers Who Have Language Barriers Over the Telephone


Customer Service People Wearing Telephone Headset

Customer Service People Wearing Telephone Headset ca. 2002

 

August 27, 2018  10:00 am -11:30 am EST  Canada

Encountering a language barrier in person is challenging enough, but what happens when you are required to sell a product or gather information from a caller in a crisis who has little in the way of English fluency?

Without any visual clues for both the caller and the call-taker, the situation can seem insurmountable; but it doesn’t have to be.

You can learn practical skills which will increase your confidence in responding to callers who experience these barriers but also assist them to navigate through the call more successfully.

What we’ll cover in this event…

How to Speak and What to Say Learn strategies for speaking clearly and choosing the most easily understood words. Receive tips for spelling letters and reading numbers over the phone.

Is it a Language Barrier or a Strong Accent?  Learn how you determine the difference and how you should respond. A guide for understanding various distorted pronunciation patterns.

How Can You Calm a distressed caller?  Three simple words which make a world of difference to callers who may be in crisis or anxious.

A three-hour workshop has been rolled out to several police services in Canada, non-profits and several other organizations.

We have condensed the content into a live webinar format which will run for approximately 1.5 hours. A replay within 24 hours is available along with handouts.

Job aids can be purchased separately to augment your learning.

A 9-1-1 Call Taker Simple Language Guide has been specifically designed with input from three police services. Contact us for more details.

 

info@yourdiversityawork.com.

For more information and to register, please click on the following link. https://events.genndi.com/register/169105139238467417/15863ce143

 

 

 

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911 Call Taker Training


callerrevDo you currently work as a call taker?  Have you noticed the increase from callers who have low-English levels of proficiency? Chances are you have, as our research shows that call takers are receiving a larger call volume from this demographic.  The bad news?  You probably have never received any specific tips besides speak slowly and clearly.

This is when Diversity at Work’s training comes to the rescue.

You will learn everything on the flyer and much more.

We are pleased to report that participant evaluations consistently indicate that they feel their performance will improve as a result of taking this workshop.  The good part?  Even call takers with over 30 years of experience felt that way, too.

Call us today! We travel. Customization is available on request.

Reduce caller and call taker stress, triage calls effectively and provide a more equitable service.

To learn more about our business and the trainer, Evelina Silveira, please visit http://www.yourdiversityatwork.com.

 

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