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ITIL :: View topic - Speak proper
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Speak proper
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed May 14, 2008 11:13 pm    Post subject: Speak proper Reply with quote

I'm thinking about bringing in elocution lessons for some service desk staff. They are not unintelligent, just poorly spoken. I am not after the Queens English but I just want them to sound clear and vaguely intelligent.

Oh, and this has nothing to do with their nationality/xenophobia as they're all English.

What do you think?

UJ
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mnsmith
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Joined: Mar 31, 2008
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Location: North West England

PostPosted: Wed May 14, 2008 11:26 pm    Post subject: Reply with quote

The Service Desk is the link between all of the ITIL processes and the users. Therefore good communication skills has to be a must for any Service Desk operative, irrespectively of the language, nationality or technical ability of the user.
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UrgentJensen
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PostPosted: Thu May 15, 2008 12:12 am    Post subject: Reply with quote

True, but the question is really: Will it be seen as 'undignifying' and will I have some of these numpties going to HR and raising a grievance?

Personally I'd probably be a bit annoyed if it were me, but in reality I'm well educated and don't like thick/lazy people.

UJ
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kinger
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Joined: May 08, 2008
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PostPosted: Thu May 15, 2008 12:33 am    Post subject: Reply with quote

If you do decide to go ahead with this UJ, you couldn't teach most of the English population while you're at it could you?
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asrilrm
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Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Thu May 15, 2008 12:40 am    Post subject: Reply with quote

Hi,

I think your SD staff would need like John Robert Powers or kind of Service Excellence course
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mnsmith
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Location: North West England

PostPosted: Thu May 15, 2008 12:44 am    Post subject: Reply with quote

If your staff have been training in the ways of ITIL, they should already be fully aware that their role requires good communication skills. Therefore, as long as you bring up the topic of elocution carefully, there shouldn't be any need for them to raise a greivance.

Also you need to look into is why have you employed staff with communication issues, when communication is a key part of the role? You'll then be able to stop this happening again and again.

You get me.
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UrgentJensen
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PostPosted: Thu May 15, 2008 1:03 am    Post subject: Reply with quote

Yes, I think I get you, thanks. I was hoping to introduce a 'dunces cap' for when they get things wrong. Especially if they use 'well' as an adjective. They must learn the hard way.
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kinger
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PostPosted: Thu May 15, 2008 1:06 am    Post subject: Reply with quote

UrgentJensen wrote:
Yes, I think I get you, thanks. I was hoping to introduce a 'dunces cap' for when they get things wrong. Especially if they use 'well' as an adjective. They must learn the hard way.


that is a well good idea.
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Diarmid
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Joined: Mar 04, 2008
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Location: Newcastle-under-Lyme

PostPosted: Thu May 15, 2008 2:58 am    Post subject: Reply with quote

UJ,

UrgentJensen wrote:
I've been on the beach in Spain for the last week and have got the 'Glasgow tan': blue => white.

For those of you of a non British pursuasion that's about as brown as we Celts get. ...


You're not by any chance trying to get a bunch of Londoners to sound Glasgow?

Worthy as that would be, you can't succeed.
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Ed
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Joined: Feb 28, 2006
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Location: Coventry, England

PostPosted: Thu May 15, 2008 5:05 pm    Post subject: Reply with quote

More to the point - No-One who comes from North of Watford has any idea as to what 'Real English' is!!! After all ' Hello my darling' is the best greeting anyone can get. Us Londoners speak proper not like some geezer in a skirt.
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Diarmid
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PostPosted: Thu May 15, 2008 5:11 pm    Post subject: Reply with quote

Surely middle English is spoken in the Midlands and "What's up duck?" just has to be quintessential.
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UrgentJensen
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PostPosted: Thu May 15, 2008 7:48 pm    Post subject: Reply with quote

I'm based in London, and have lived in many parts of the UK before, including oop nurth, so I'm qualified enough to know that it doesn't matter where you're from, you probably can't find a team of people that all speak in an intelligible accent.

'Daan saaf', well 'saaf east' anyway, everyone's got that disgusting esturine twang and the youngsters are speaking in that thickie accent that's supposed to be hard 'from da street init?'.

For this reason alone I wanted to bring in the dunce hat. If they're going to speak 'fick' and 'chew da breeze blud' with my customers then they're going to have to have intensive communications training. They have good qualifications (well, from old Polys) and come from decent families yet they conspire to destroy their chances of being taken seriously.

Having said that, the best analyst I've had was a Scouser and had an amazing work ethic. Trouble is... no one had a clue what he was saying, it was just a shower of phlegm punctuated by the word, sorry, sound "Emmmm'. After a couple of beers I couldn't even pick that out.

Diarmid - No, I'm not Scottish and do ever plan to be so! I just thought 'Glasgow Tan' was a well known expression.
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Diarmid
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PostPosted: Thu May 15, 2008 9:14 pm    Post subject: Reply with quote

UrgentJensen wrote:
Diarmid - No, I'm not Scottish and do ever plan to be so!


Never mind. You cannot expect to be fortunate in all things.
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UrgentJensen
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PostPosted: Thu May 15, 2008 9:42 pm    Post subject: Reply with quote

Oh. That should be:

No, I'm not Scottish and DON'T ever plan to be so!

Good grief, maybe it was a freudian slip and I really do yearn to be Scottish... nah!

News just in - I've devised something called a tongue clamp to fix speech. I will be selling it through my consultancy website and er, selected adult shops in Soho.
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Skinnera
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PostPosted: Fri May 16, 2008 12:47 am    Post subject: Reply with quote

I'd only employ SD staff who sounded like Brian Sewell.

Not for clarity of communication, just for the cabaret value.
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