|
|
|||||
|
|||||
| Path: Main Street : Resources & Library : Research Articles : Feature Article |
Getting in touch: "Telephone English" and telephone anxietyBecoming a volunteer involves using the telephone to contact the agency to make an appointment and to discuss pertinent information. Those of us who are fluent in English don't usually consider this a pivotal step between getting a referral and actually becoming a volunteer. However, for prospective volunteers who have English as a Second Language (ESL), making a business call is probably the one area where there is the most apprehension because it involves communication that is not face-to-face.
Often, many people with sound English appear less convincing on the phone when they are learning the nuances and jargon that is inherent in formal phone conversation. For example, people may be hesitant, not very expressive, and indirect about what they want. Some who have excellent language skills are anxious about their particular "accents" being a barrier on the phone. It's helpful not to assume that phone presentation and "accents" are accurate reflections of how that person might function generally in English, since telephone English and everyday English are functionally different, but not mutually exclusive in any workplace.
What happens (and does not happen) when a prospective volunteer initiates communication with an agency can often make or break their decision to follow through with the referral and their motivation to volunteer. although our in-house interviews and staff will call and agency on behalf of a client when needed, most clients learning English are very motivated to give it a try and then tell us how it went. We have, therefore, "coached" many people about Canadian telephone protocol so they know what to expect and what they can do to refine their telephone skills and confidence.
The following is a list of things that Volunteer Victoria is telling ESL clients to enhance their abilities and confidence in getting in touch with coordinators at agencies:
Client concern: "When I call and agency, I don't know how to tell them that I want an appointment."
Volunteer Victoria:
- We have an English conversation hand-out for clients to practice the exact words before phoning. (It also includes how to leave a message.).
- Speak slowly when leaving your name and phone number with wither a receptionist or on an answering machine. This is especially important if a name is culturally unfamiliar.
Client concern: "I'm nervous about phoning an agency because of my English."
Volunteer Victoria:
- It's okay to tell the person that you are learning English or that English is not your first language. (This might give the listener the impression that the caller is not linguistically competent, but it is a subtle and polite way to convey nervousness with the hope of engendering patience from the listener.)
- You can tell the above to the person right at the start of the phone call if you think it will help him/her and yourself.
- The interviewer will phone first and tell the coordinator that you will be calling him or her about this position.
Client concern: "I called the agency and they haven't called me back yet."
Volunteer Victoria:
- Wait 2 to 3 days first. Then phone a second time. Sometimes a message can be misplaced, the person may be very busy, or was away from the office for a few days.
- When leaving a message, inform the person/reception of the best time of day to reach you. This is important if you are studying or working outside your home during most business hours.
- When leaving a message, ask the receptionist when the best time is for you to call again. If you are difficult to reach, a coordinator cannot keep trying to reach you.
- If you don't have an answering machine, give a second number, such as a friends or someone at the volunteer centre who gave you the referral.
Reprinted, with permission, from Volunteer Update, the newsletter of Volunteer Victoria. For more information, call (250) 386-2269, or e-mail volvic@volunteervictoria.bc.ca
|
|||
