Consumerist article on Indian Call Centers

There is a very interesting post on Consumerist.com today — the title: “Even Indians Hate Indian Call Centers“. 

The article is about the frustration of not finding resolution to the issues for which one calls customer support. But the comments from Consumerist readers weigh heavily on how frustrated American callers are in speaking with people who have difficult to understand accents.

Hey, call centers of the world — help is available! I wonder how many of the call centers make use of accent modification training for their employees. To date, all of my clients have been US-based, but I would relish the opportunity to work with an Indian call center. I’m in discussions with the Department of Commerce to see how to promote my services overseas, so perhaps someday soon I’ll be able to help out some of those CSRs named “Sally” and “Bob” that the Consumerist readers have such a tough time with….

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Mindfulness

I have been making mindfulness an explicit part of my accent training process for the past year or so. I’ve adapted a list of the five qualities of mindfulness from Ellen Langer’s book on Mindfulness and help my clients examine how they relate to changing their accents:

1.   Openness to novelty. (You will experience new muscle movements, new awareness and use of breath, and you will hear yourself in a new way).

 2.   Alertness to distinction. (Begin to recognize the difference in the sounds you make and the sounds native English speakers make. Listen for differences among native English speakers, too).

 3.   Sensitivity to different contexts. (How does environment affect your speech choices? Others’ choices?)

 4.   Implicit or explicit awareness of multiple perspectives. (What do other people think of the way you speak? Can they understand you? How do they perceive you?)

 5.   Orientation in the present. (Be conscious of what your body is doing, and be conscious of how you sound).

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Accent Modification — one of 11 best-kept-secret careers

According to US News and World Reports, Accent Modification Trainer is one of the eleven “best-kept-secret careers” for 2009. They are in alphabetical order, so we come out on top. :)

Here’s what the article gives as a “snapshot” of the profession:

 A customer-service person in India speaks perfect English but wants his accent more clearly understood by Americans. A Chinese scientist at a government lab speaks poor English and in such a heavy accent that it’s hard to understand him. A corporation has executives with thick Brooklyn, African-American, Latino, or southern accents, and the company believes they’ll be more credible if they sound more like a TV news anchor. These are typically the clients of accent-reduction specialists, also known as accent neutralization or accent modification specialists. Demand for this specialty is strong. Most accent-reduction specialists come from the ranks of speech therapists or English-as-a-Second-Language teachers.

The reporter got what we do, but used the term accent “reduction” rather than accent “modification.” I think modification is the more accurate term, since we are changing, not reducing people’s accents, but “reduction” is easier to understand. I find that when I say “accent modification” I frequently have to further define what it is that we do. 

Well, great to know that we’re in a hot career! Let’s hope 2009 will be a good year for all of us.

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Speak Easy on TV

Speak Easy Accent Modification was featured on the program “Making it Here” on the local PBS station, WGBY in Springfield, Mass. The file is too large to load directly into the blog, but here’s a link to it on my homepage for anyone who is interested:

Speak Easy

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All about Boston accents

I got this from a client in the Boston area. It’s funny because it’s true.

 

Welcome to Bawstin …

For those of you who have never been to ‘Bawstin’, this is a good guideline. I hope
you will consider comi ng to ‘Beantown’ in the near future. For those who call New
England home, this is a pissa !!

Information on Boston and the surrounding area:

There’s no school on School Street, no court on Court Street, no dock on Dock Square,
no water on Water Street.

Back Bay streets are in alphabetical ‘oddah’: Arlington, Berkeley, Clarendon, Dartmouth,
etc. So are South Boston streets: A, B, C, D, etc.

If the streets are named after trees (e.g.) Walnut, Chestnut, Cedar), you’re on Beacon
Hill. If they’re named after poets, you’re in Wellesley.

Massachusetts Ave is Mass Ave; Commonwealth Ave is Comm Ave; South Boston is
Southie. The South End is the South End. East Boston is Eastie. The North End is east
of the former West End. The We st End and Scollay Square are no more; a guy named
Rappaport got rid of them one night. Roxbury is The Burry, Jamaica Plain is J.P.

How to say these Massachusetts city names correctly: **Say it wrong, be shunned**

Worcester: Wuhsta (or Wistah)
Gloucester : Glawsta
Leicester: Lesta
Woburn: Wooban
Dedham : Dedim
Revere: Re-vee-ah
Quincy: Quinzee
Peabody: Peabuddy
Waltham : Walth-ham
Chatham: Chattum

Definitions:

Frappes have ice cream, milk shakes don’t.
If it is fizzy and flavored, it’s tonic.
Soda is CLUB SODA.
‘Pop’ is Dad.
When we want Tonic WATER, we will ask for Tonic WATER.
The smallest beer is a pint.
Scrod is whatever they tell you it is, usually fish.
If you paid more than $6/pound, you got scrod.
It’s not a water fountain; it’s a bubblah.
It’s not a trash can; it’s a barrel.
It’s not a shopping cart; it’s a carriage.
It’s not a purse; it’s a pockabook.
 
It’s not an Italian; it’s a sub.
They’re not franks; they’re haht dahgs. Franks are money in France.
Police don’t drive patrol units or black and whites they drive a ‘crooza’.
It’s not a traffic circle, it’s a rotary.
‘Going to the islands’ means Martha’s Vineyard & Nantucket.

If something’s good, it’s ‘pissah’. If something’s really good, it’s ‘wicked pissah’.

The Pat’s = The Patriots
The Sox = The Red Sox
The C’s = The Celtics
The B’s = The Bruins

Things not to do:

Don’t pahk your cah in Hahvid Yahd. They’ll tow it to Meffa (Medford) or Slumaville
(Somerville). Don’t sleep in the Common. (Boston Common)
Don’t wear Orange in Southie on St. Patrick’s Day.

Things you should know:

There are two State Houses, two City Halls, two courthouses, two Hancock buildings
(one old, one new for each).

The colored lights on top the old Hancock tell the weatha’:
‘Solid blue, clear view….’
‘Flashing blue, clouds due….’
‘Solid red, r ain ahead….’
‘Flashing red, snow instead….’ – (except in summer; flashing
red means the Red Sox game was rained out)

Route 128 is also I-95 south. It’s also I-93 north.
The underground train is not a subway. It’s the ‘T’, and it doesn’t run all night
(fah chrysakes, this ain’t Noo Yawk).
Order the ‘cold tea’ in China Town after 2:00 am you’ll get a kettle full of beer.

Bostonians… Think that it’s their God-given right to cut off someone in traffic.
Bostonians…think that there are only 25 letters in the alphabet (no R’s).
Bostonians…think that three straight days of 90+ temperatures is a heat wave.
Bostonians…refer to six inches of snow as a ‘dusting.’
Bostonians…always ‘bang a left’ as soon as the light turns green, and oncoming
traffic always expec ts it.
Bostonians…say everything in town is ‘a five-minute walk.’ (pronounced ‘wok’)
Bostonians…believe that using your turn signal is a sign of weakness.
Bostonians…think that 63-degree ocean water is warm.
Bostonians…think Rhode Island accents are annoying.

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New accent = new personality?

Sometimes taking on a new accent can be really difficult psychologically for people, even if they can do it mechanically. I suggest to my clients that by using standard American intonation patterns, they are actually portraying themselves in a more authentic way, but many clients see this as “acting” or taking on a new personality and they are resistant to it.

People who speak English with very little inflection, or very little use of pitch changes to indicate stress are often seen as un-enthusiastic, un-engaged, and un-interested in life. These un-s are all negative attributes in our society. In the native languages of many non-native speakers of English, lots of inflection or pitch changes to indicate stress would sound ridiculous, so these speakers carry that mindset into speaking English.

An exercise I have such clients attempt is to go into a coffee shop and order a cup of coffee using (what they perceive as) exaggerated pitch and intonation. I ask them to think about the reaction they got from the person behind the counter and if it was different from the reaction they normally get. It usually is — much more positive and friendly. 

But getting clients to remember that and to maintain their mindfulness about intonation is often a challenge.

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Distance Training

I’ve worked with a few clients at a distance now. We’re using SightSpeed as our platform. There have been some technical glitches, and every once in a while there is a time delay, but on the whole, it has worked out really well.

The benefits of SightSpeed over say Skype or other free tools I’ve seen is that the client can make an audio/video file of our session and can review it. It creates a side-by-side movie of our videoconference (this is only available in the Business version). I like that the client has a chance to review the session and get a really good perspective on how s/he is communicating.

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LPGA backs off English only rule

The LPGA backed off their decision to require all their professional athletes to prove proficiency in English. This ESPN article details the new rules. I still think it was a good decision and am disappointed they are backing away from this. If the players are making a commitment to play for the US, they should speak English. Just as American players who join the professional sports teams of other nations should absolutely be able to express themselves in the languages of those countries. They don’t need to be able to recite Walt Whitman’s poetry, but basic conversational skills seem like a rational requirement to make.

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Accepting credit cards

I’m debating whether I should stop accepting credit cards as a source of payment from clients. I’m vehemently anti-credit card. I’m doing my utmost to stop using them myself (but find they’re awfully handy when in a pinch). The majority of my clients are corporations and they pay by check. It doesn’t cost a fortune to offer credit card processing, but it does cost something (about $25.00 per month, plus about 3-4% of each transaction, which is about $70.00 per transaction).  

I wonder if other people have debated getting off the credit-card circuit and how they’ve fared…

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LPGA English requirement

The Ladies Professional Golf Association (LPGA) has recently instituted a new requirement that all its players have a minimal proficiency with English, in order for them to be able to speak for themselves at media events. 

There has been a lot of commentary against this decision, but I think it is a good one. I think any professional sports player should be able to communicate at a basic level in the country where s/he plays. Certainly, interpreters may be needed for more complex interactions, but what a good way to show team spirit and to support the country that is hosting you as an athlete.

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