All posts in category emergency

SERVING CUSTOMERS WITH LANGUAGE BARRIERS OVER THE PHONE


LIVE WEBINAR

June 10 and 12 2020

Here is a customer service training event you will not want to miss! Hone your cultural competency skills and create an excellent customer service experience every time.

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop time frame.   Approximate length is 1 hours and 30 minutes.

Purchase this job aid at https://www.diversityatworkcommunications.com/product-page/telephone-training

In this interactive,  practically-based webinar you will learn how to: 


· Tell if the caller has a genuine language barrier or merely a heavier accent. 
· Understand and decipher common distorted pronunciation and grammatical patterns with helpful tips and tricks. 
· Speak more clearly. 
· Read numbers and spell using an ESL alphabet. 
· Tell what tense the caller is speaking. 
· Guide the caller to obtaining vital information. 
· Calm distressed callers with three simple words. 
· Deal with common stressors including impolite and uncooperative callers. 
·  Simplify industry terms using clear language

Past participants have included:  9-1-1 call takers, receptionists, intake workers, crisis centre workers, program coordinators, salespeople and police officers.
Supplementary materials are available for purchase:
The 9-1-1  Call Taker Clear Language Guide  
Telephone Training Job Aids

NOTE:  Please be advised that each participant will require a unique password. Pricing is per participant. No sharing of codes is permitted. Participants who enter the webinar room without paying the registration  will be asked to leave.  Your co-operation is appreciated. This webinar is offered at half price. Thank you for supporting a small business during these challenging times.
If you have any questions, please contact   519-659-4777.  evelina@diversityatworkcommunications.com

Learn more and register at https://www.diversityatwork

communications.com/webinars

Contact Diversity at Work to arrange a convenient time for your organization to attend. 519-549-4777.

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by diversityatworkinlondon on May 31, 2020  •  Permalink
Posted in 911, Call Centres, Call Takers, Customer Service, Customer Service and Diversity Training, customer service training, Customer Service Training Templates, Customers, dispatch, Dispatchers, Diveristy Training, emergency, Ethnic Marketing, Job Ads, Language Barriers, LIVE WEBINARS, Pronunciation, reasonable accommodations, Telephone, telephone etiquette, Uncategorized, Workplace Communication
Tagged ,

Posted by diversityatworkinlondon on May 31, 2020

https://diversityandinclusionatwork.com/2020/05/31/live-webinar-serving-customers-with-language-barriers-over-the-phone/

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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by diversityatworkinlondon on August 16, 2018  •  Permalink
Posted in 911, Call Centres, Call Takers, Cross Cultural Differences, Cultural Adjustment, Cultural Dialogues, Customer Service, Customers, dispatch, Dispatchers, emergency, language acquisition, Language Barriers, Sales, Telephone

Posted by diversityatworkinlondon on August 16, 2018

https://diversityandinclusionatwork.com/2018/08/16/live-webinar-serving-customers-who-have-language-barriers-over-the-telephone/

9-1-1 Call Taker Simple Language Guide


Saving lives and providing equitable service to the public in crisis, just got easier!

Our 9-1-1 Police Call Taker Simple Language Guide was compiled with the help of three police services and research on call-taking protocols in the United States and Canada.  Learn how to probe about:

  • When
  • Where
  • Who
  • What
  • and Weapons

more simply. People who have low-English proficiency have an difficult time communicating when they are in crisis.  By using these phrases and words, call takers can save time and  obtain the information they need to dispatch an officer quickly.

For more information on pricing and bulk orders, contact info@yourdiversityatwork.com.

promocover

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by diversityatworkinlondon on November 29, 2017  •  Permalink
Posted in 911, Call Takers, Customer Service, dispatch, Dispatchers, emergency, English As a Second Langugage, Immigrants, Language Barriers, New Canadians, police, telephone etiquette, Uncategorized
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Posted by diversityatworkinlondon on November 29, 2017

https://diversityandinclusionatwork.com/2017/11/29/9-1-1-call-taker-simple-language-guide/

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