Voice Training - Doc Download

Dear All:

I need to train some of the veteran employees in my firm on Voice. By voice I don't mean "Voice and Accent" but training them on increasing their volume and pitch. They have been through "Intonation & Accent Training" & "Communication Skills", however, they are not loud enough on conference calls.

Their seniors have raised this concern that they have had client comeback(US clients) that these employees are not loud enough, they seem to be pretty nervous on the calls, are defensive and at times arrogant when speaking to clients, 'coz of their low volume on conference calls they are perceived to have extremely low in confidence, most primarily. I feel they are too soft spoken. I am aware that none of the above employees are intentionally doing it but that's how it's been understood by the clients which also I guess is obvious.

How could I help these employees to speak loud on conference calls? This is very urgent 'coz their career is on stake.

Please suggest.

Thank you.

Regards,
KVE

KVE,
Your colleagues need to be put through a Program on Staying Motivated, Self Esteem and Voice exercises.
Regards
Bob

I didn't get what u mean by talk to individuals.
They interact with clients mostly via conference calls.
Regards,
KVE

you can monitor the quality when they speak to a single person and when they are on conference calls with more than one person whom they are speaking to... maybe its the fear that they are talking to alot of people and they are concious

I understand they become very conscious when they are talking to someone who is higher in authority than they are. Also, they are scared and nervous when talking to or interactine with theri Seniore - Managers, VP, etc. of the company.
My concern is how do I help them come out of this fear or situation.
Please suggest.
Thanks.
KVE

Hi. Couldn't help but view the conversation.
We had a situation similar to this. Actually tougher than this cause facing people is more difficult than voice calls.
These people could probably do with Motivational, Assertiveness training more than voice pitching. They are clearly afraid of voicing their thoughts, hence that fear needs to be driven out first. More of friendly interaction with the seniors in immediate vicinity, as in same premises or at least in same city should be able to do the trick at least to an extent.
I'm sure you'll get many more responses from people who are well-versed with these kinds of situations, so hang on in there.
Regards,
Dipali

Dear KVE,
I would have to be present during a few such inadequately taken voice calls
OR, as a compromise option, --
listen to recordings of them.
May I have a n0 to contact you on ?
My mail-ID is [IMG]https://www.citehr.com/misc.php?do=email_dev&email=Ymxlc3NlZGhlaWdodHNAcm VkaWZmbWFpbC5jb20=[/IMG].
A few minimal particulars about me are attatched.
Regards

Hi KVE
It's quite some time since you posted the message.I'm sure by now you would have figured out how to go about the issue.
However, I thoght you could use the coach - train - coach method.First begin with asking them the questions as in the attached doc.This will give you an idea of what help they neeed.
Furhter based on your observations I feel that your team members need training inthe following areas:

• Customer cultural sensitization
• Phone Etiquettes
• Motivation and Assertiveness
• Achievement orientation
• Building lasting relationship with customers

Please let me know if you have any questions
Warm Regards
KayBee