I am currently working on a communications training project at a highly esteemed speech and drama school.
The Central school of Speech and Drama has received funding from the LDA and HEIFCE to deliver voice and communications training to areas of community and business that would not normally have access to such training.
The CIPD and other recent surveys have highlighted Communication and interpersonal skills as the key skill area that employers need to focus on to fulfil requirements in next 3 years. Nowhere more so important as in Call Centre work.
Our training is normally accessed by business executives. However, we have funding to deliver training to outside business partners and we are interested in designing a bespoke training programme for call centre staff. We have funding for the next year so I would urge you to take up this offer while we have the funding. As an academic institution, we would also be looking to develop a qualification for trainers of call centre staff in this discipline.
This is what we do:
-Developing clarity and articulation in voice, - especially beneficial for ESOL speakers.
-Developing and maintaining a controlled, centred and grounded speaking voice.
-Handling nerves and remaining calm in pressurized situations. Using voice and breathing to stay in control.
-Developing vocal tone and variety.
-Using appropriate language to make an impact.
-Sending the right message.
Logistically we could only offer training to staff and trainers in, or around the London area. But do drop me an e-mail and I will endeavour to be flexible.
Knowledge Transfer Project
Central School of Speech and Drama