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Telephone Etiquette: Serving Customers With Language Barriers

  • Does your organization's phone communicators speak to callers with low-level English proficiency?

  • Do callers with low English-skills understand your phone communicators?


  • Do your workers know what to do when they experience a misunderstanding during a phone conversation?


  • Are you confident that your customers are receiving great service from your phone workers?


In the real world of phone services, miscommunications result in dropped calls, hang-ups, arguments, and misunderstandings. Operators and callers are both frustrated, and callers leave without their service or product.


Our training will teach you:


  • How to tell if a caller has a language barrier or a deep accent


  • How an ESL telephone alphabet can help you explain letters over the phone


  • How to decipher commonly distorted pronunciation patterns


  • How to calm down a caller with three simple words


  • How to discern the verb tense the caller is using


  • How a phone worker can guide callers in order to gather information they need


No field expert has ever identified this issue, nor developed solutions to help phone callers with low English-skills. This is a unique training program that will reduce the communication barriers faced by your employees. With these tools, your service will stand out among your competitors.


Evelina used interviews with native-born and immigrant communities to understand their experiences with phone communication and language barriers. Using these real-life experiences, she created an innovative, customer-service focused workshop that benefit all parties: your customers with low English-skills; your phone workers; and your organization.


The workshop includes simulated audios; videos; small- and large-group exercises. Also a clear-language exercise which tackles your industry-specific terms, making them more easily understood by your callers.


This workshop benefits:


  • ​9-1-1 communicators

  • Call-center representatives

  • Distress-line operators

  • Immigrant-serving agencies

  • Shelter workers

  • Phone tech-support

  • Receptionists

  • Airlines, and additional organizations who rely on phone communication


Even the most experienced phone communicators have told us that our training

has helped them to improve their job performance.

Testimonial from London Workshop 

Evelina provided many different resources and examples that were helpful to navigate through language barriers and accents.  This will be helpful for me to bring back to the workplace to share with my co-workers.  

Jolynn Smith, Oxford County Children's Centre


This workshop is available in 3- and 4-hour on-site formats. If you prefer,

to have this delivered in webinar format, remotely, we can coordinate the details

with your IT team to make it happen.

All participants receive a copy of our ebook, "Telephone Training Job Aids" to

use at their workplace.

Important: A customized workshop is available for 9-1-1 Police

Communicators, and participants receive our ebook, "9-1-1 Police

Call Taker Simple Language Guide."


If you wish to purchase these ebooks separately, please see below.

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