WEBINAR - Serving Customers With Language Barriers Over the Phone

NOTE:  The content of this webinar has been originally delivered to over 400 participants  sector-wide across Canada, within a  3-hour workshop timeframe.

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 calltakers,   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