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Sounding Great on the Phone

Sounding Great on the Phone

To help you get the most from your training materials, you’ll receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips, and more.

Read the sample below to see how much useful information is packed into a brief section of this guide.

Activity 3: Regional variations

The section on avoiding mumbling, slurring, and poor enunciation, also mentions that this can be due to regional variations in pronunciation.

Lifelong speech habits can be very difficult to change, and some would argue that our regional differences add to vocal interest. However, it is important that reps be aware of local pronunciations that may be unclear to customers from other areas. For example, the sweet, buttery candy called caramel might be pronounced as “car-ml” (with two syllables) in most of the country while on the east coast and in many southern states it is known as a “carra-mel” with three syllables.

There may be words that are used in your industry with similar variations. Discussing these with reps will prepare them when a customer asks them to repeat what they thought they said very clearly.

Activity 4: Warm up and cool down.

The booklet also offers a seven step exercise for keeping the “vocal mechanism” relaxed. Ask the entire team to turn to page 7 and to move through the six steps as you read them aloud. Remind your team that this is a good way to keep their vocal mechanism loose and to reduce tension throughout the day.


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