Jan 26

The British press including The Independent has recently been reporting on the current increase in demand for speech training and elocution lessons here in the UK. Over recent decades we have seen regional accents become less of a hindrance and sometimes even a plus point in sectors such as the media or in contact centres. However, the current economic climate, with jobs increasingly hard to find, is causing new job seekers and experienced professionals alike to re-examine their skills to ensure they can present themselves to the best of their abilities. And this skill set extends as far as how they speak with more and more people resorting to elocution lessons or speech training as a way of improving the way they come across.

Scripts catscandotcom i How do I Sound?

© istockphoto.com/Catscandotcom

It is one thing to turn to elocution lessons or voice coaching to improve the clarity, accuracy and pace of the way we speak and it is a positive sign that young school leavers and university graduates are keen to invest in their speaking skills in order to improve their success at job interviews. Experienced managers and professionals are also seeing the value of improving the way they speak in order to further their career development. An ability to speak clearly during meetings and formal presentations – particularly now that so much business communication takes place through virtual methods – is integral to business success and can often make one candidate for promotion stand out from another.

However, it is slightly more surprising that a key reason cited for approaching a voice coach or speech trainer is to soften a strong regional accent or even lose it altogether. People from the West Midlands, West Country and Essex are particularly keen to neutralise the way they sound as they fear that their strong local accent might be holding them back in their careers. It is understandable that people want to present themselves as clearly and professionally as possible in order to do well in a shrinking jobs market and this might mean softening sounds that make their speech less intelligible. And a less pronounced local accent may give people more credibility. But it seems strange in this day and age that someone would want to eliminate completely an important element of their identity such as their accent.

Good elocution lessons or speech training should enable individuals to identify and improve the elements of their speech that make them harder to understand without trying to change them into someone they’re not. Gone are the days, after all, when we should be striving to sound like the Queen in order to get on in life!

© Communicaid Group Ltd. 2012

Aug 05

The popular British press, including the Daily Mail, has recently picked up that Selfridges’ store in Manchester has banned staff from using expressions that are considered to be ‘too Mancunian’ such as ‘hiya’, ‘see ya’ or ‘cheers’. This has caused quite a lot of controversy. Etiquette experts on the one hand have supported the decision claiming that these expressions sound too informal and unprofessional. On the other hand, local customers and dialect experts, as well as the employees themselves are scandalised by the decision and are proud of their local accent.

Shop Assistant Catherine Yeulet i1 Manchester Accent Banned from Selfridges

istockphoto.com/Catherine Yeulet

Selfridges’ decision was driven by the desire to raise standards of customer service and ensure that employees are friendly but maintain a professional image. But are the etiquette experts right to say that a formal ‘goodbye’ makes for better customer service than a friendly ‘see ya’? Does formal always equate with professional and informal mean unprofessional? The words we use when we communicate are part of a bigger package and the main objective should always be to create empathy with our customer. Good customer service is just as much about making friendly eye contact, having a smile on our face and a warm tone of voice. Most of us would prefer to be greeted with a warm ‘hiya’ than a cold and distant ‘good morning’ from someone who is not focused on us and what we need.

What is more, many locals have criticised the decision saying that Mancunians should be proud of their local identity including their accent and colloquialisms. Research has suggested that northern accents often appear to be more friendly and trustworthy than other regional accents. In addition, customers often appreciate being served by someone who is ‘like them’ and is therefore more likely to empathise with them.

Customer facing employees who are concerned that their accent or speech patterns are hard to understand can increase their intelligibility by following a speech training programme. This type of training should not attempt to eradicate a regional accent but should ensure that individuals speak in a warm and clear manner and are aware of any sounds or expressions which will make them difficult to decipher.

© Communicaid Group Ltd. 2011

pixel Manchester Accent Banned from Selfridges
preload preload preload
Allow Cookies?
Powered by Strategic Internet Consulting