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Accent

Reduction
Training

Voice and Accent - A Comprehensive Toolkit


Review

Implementation

Post Assessment &


Feedback and Action
plan

Classroom :

Evaluation

Establish program objectives


Consonant & Vowel Sounds
Pronunciation

Analyze the data

Pre assessment
Pre assessment of the
participants Entry Level

Introduction
Ice breaker
Expectations of the
training program
Purpose

Intonation
Listening Skills

INTRODUCTION

Unit 1

Voice and Accent


What
What
Ice Breakers

Purpose/
Purpose/ Why
Why
The day the training begins is usually the
2nd day for them. They need to break out
of their shell and start interacting with
each other to help build rapport.

How
How
The ice breakers need to be used with the
class per the instructions in the
attachment.

Process Template:
Ice Breakers

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PowerPoint Pres entation

Sample
SHARE A SECRET
Ice breakers
with
instructions

This is a good ice breaker for Day 2 in a session where the


participants hardly know each other.Would work very well with a New
Hire group.
INSTRUCTIONS:
1.
Pass around a plate full of peanuts or Candy mid way through the session and encourage them to pick up
as many as they want.. Make sure you pick up a few as well.

Unit 1

Voice and Accent


What
What
Introduction

Purpose/
Purpose/ Why
Why

How
How

To discuss the objectives of the program


and the game plan for the training
sessions.
To encourage the participants to
participate and improve their speech
pattern.
To motivate to learn

Checking their expectations. Capturing them


on a Flip chart.
Taking them through a Communication
Dissection/Breakdown
Communication Tree

Process Template:

Linking the above to their Expectations.


Desensitization: Identity Crisis.
Structure of training: MID Path

Objectives

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PowerPoint Pres entation

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Structure of training: MID Path

Defining Accent and Global English.


An overview of what we will cover in the
training.
Laying ground rules for the training.
Assessing the recordings, Pre-Training.

Introduction Our Training is based on the following structure:


MOTIVATION You can lead a horse to water BUT
Speech patterns are old, old habits we have engraved in our biological and psychological systems. To change
these patterns requires effort and dedication and skill. However the greatest factor influencing this change, is an
inner motivation from the individual to really make it happen.
Without this motivation, a trainer can give a million techniques, but they will not work. The individual is
responsible for WANTING his/her speech to improve, only then will the attention and effort follow, leading to
mastery of the skill.

Unit 1

Voice and Accent


Purpose/
Purpose/ Why
Why

How
How

To understand the improvement areas for


What
What
the trainees so that training inputs are
tailored to their individual needs.

Pre Assessment

Recording of (a) Free Speech


Reading the passage Shrill Girls
Assess the reading & recording on the
parameters in the assessment sheet.

Process Template:
The English Language
Assessment Sheet
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Document

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Sample

S.No. PARAMETERS
Parameters

Rating

1.

The specialist says correct consonant sounds

2.

The specialist uses correct long and short vowel sounds

Fit For Floor

Fit For Training

Not Fit for Floor

Unit 2

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Relaxation

In order to incorporate changes in our


pattern of speech we work on the smaller
muscles of the mouth like the lip, tongue
etc.. This also means that we need to let
go of the stress in the larger muscles.
Relaxation also focuses on getting rid of
the mental stress that we carry with us, so
that we gain confidence with the new
things we learn.

How
How
Take everyone through the Relaxation
Exercise in a quiet room with the lights
dimmed.

Process Template:
Relaxation Exercise

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Sample

INSTRUCTIONS:
Step by step
procedure for the
Relaxation Exercise.

1.

Unfold your arms and legs. Do not slouch or be too stiff.

2.

Sit back in your chair; adjust the height of the chair to your requirement.

Unit 2

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

How
How

Formation of Speech

To acquaint ourselves with the scientific


process of the formation of sound and
Voice.

What is a Sound?
What is Voice?
Explain the difference between Sound and
Voice.
Explain the biological process.
Voice is formed on the out breath, explain
using examples.

Breath Control

The English language works on a 10 beat


rhythm as opposed to the 4 beat rhythm all
the Indian languages follow.
This makes the English sentences longer ,
and because we are used to a 4 beat, we
tend to pause at the wrong places leading
the listener to believe that they are not
speaking to a native English speaker. Since
we know that the Voice is formed on the out
breath it is important that we are able to
control it.

Practicing exhaling with an open mouth.


Practicing the sound f on the out breath.
Stretching the sound from 4 to a
maximum of 20 seconds/counts.

CONSONANTS

Unit 2

Voice and Accent


What
What
Consonant Sounds.

Purpose/
Purpose/ Why
Why

How
How

Clarity in the consonant sounds drives


clarity in speech.
The purpose of this document is to
introduce the consonant sounds used in
Global English and remove MTI from the
speech.

Definition of consonants. How are they


formed.
Importance of studying Consonants.
Sounds vs. Letters.
Types of consonants, Voiced and
Unvoiced- definition.

Process Template:
Consonant Sounds

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Sample
Unvoiced
Types of Consonants
with examples

Voiced

sh

zh

Unit 2

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Places of articulation of consonants

How
How

Empowerment:
Understanding the technique of creating a
sound empowers the trainee to create the
same sound in new words, independent of
the trainer.

The technique for producing individual


consonant sounds.
Practicing individual sounds with each
trainee.
Practicing the technique with Examples.
Consonant Drill
Target Sound Practice.

Process Template: Technique


to the formation of sounds
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PowerPoint Pres entation

Application in passages.

Sample
Target Sound Practice
1.

Take the sound you want to work on. For eg. W

2.

Once you have explained the technique of creating the sound, have them
create the sound in slow motion. Eg. Round the lips, create an oooo and
SLOWLY move to a.

3.

Make them implement the sound in isolation repeatedly.

Unit 2

Voice and Accent


What
What
Focus on Vs and Ws

Purpose/
Purpose/ Why
Why

How
How

Vs and Ws are sounds that are usually


confused by an average Indian speaker.
To move towards global comprehensibility it
is important that we understand this
difference and incorporate it in our speech.

Process Template:
Ws
Vs

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Sample
Practice words with
V and W s in
Primary, Middle and
Final position

Passages for V
sound practice

Passages for W
sound practice

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Technique of the formation of the sound.


Individual sound practice.
Examples with Vs and Ws in different
position in a word.
Word practice.
Sentences for practice.
Application in passages
Target sound Practice as homework.

Passages

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Practice sound V

Practice sound W

Vaccine

Divide

Cave

Waddle

Brewery

Brew

Valuable

Driver

Connive

Wafer

Coward

Cow

Value

Environment

Cove

Waffle

Cower

Meadow

Valve

Envision

Dive

Wag

Dwell

Sew

THE RIVER VALLEY


The river valley has always been home to an unrivaled variety and wonderful diversity of wildlife,
including voles and vixens.
THE BOOKSHOP
Every Wednesday, William works at the village bookshop. He waits on customers, collects orders,
records purchase details and operates the computer.

Unit 2

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Focus on Ls and Rs

The Global L and R differ from the Indian


L and R sounds in terms of articulation.
Understanding this difference and seeing
how it is translated in speech, will assist us
in understanding the American client better.

Process Template:
Ls

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Sample

Practice L sounds
Application at the beginning,
middle and at the end of
each word.

Practice R sounds
Application at the beginning,
middle and at the end of
each word.

How
How
Introduction to the American R and
formation.
Introduction to the American L and its
formation
Introduction to the schwa sound and its
effect on speech.
Practicing words with L in the tertiary
position.
Discussing how R is spoken differently in
British and American accents. Practicing
words using R:
In American it is always curled.
In British it is curled only in the beginning
and sometimes in the middle of the word.
(Raise, praise, but not in pardon) It is
eliminated in the tertiary position (Water)
In the Indian accent, it is always rolled like a
running rrrr.

Rs

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Initial

Medial

Final

Liar

Milk

Fill

Land

Slip

Full

Initial

Medial

Final

Ray

Grow

Here

Rifle

Word

Share

Unit 2

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Passages for practice

How
How

Once we are familiar with the correct


sounds we should be able to apply them in
our spoken English.
We begin with the application in simple
sentences, moving on to passages

Process Template:
Patter Exercises

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Passages

A passage is read out by each trainee. It


can also be given as homework.
In both cases, the target sound as well as
the other sounds are checked by the
trainer for correction.
Checking for Breath Control and pauses
will also assess the rhythm in which they
speak : 4 beat or 10 beat.
Pronunciation is checked and the trainee
is provided with corrective feedback.

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Sample
1. A Big blue badly bleeding blister.
Read out each sentence
keeping in mind the
correct consonant
sound.

Check consonant
sounds t, d and word
ends.

2. Stop touching Teds toes.


3. The dainty dancers danced in the dark.
4. Seven slick slimy snakes slowly sliding southwards.
On dark nights, I sometimes dream of little dwarfs who like
to ride through the woods and along country roads on tiny
donkeys. On cold stabbing nights they try to invert riddles
to the sound of the wind.

VOWELS

Unit 3

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Vowel Sounds

How
How

Vowels are what convey emotion in our


speech. As English is a secondary
language for us, we are unable to convey
emotions in English.
Openness of sounds adds clarity to our
speech. This opens doors of
communication.

Definition of vowels.
Importance of vowels
Sounds vs. Letters
Types of Vowels.

Process Template:
Vowels

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Document

Sample

VOWELS:
Vowels :

Types

Vowel sounds are produced by the uninterrupted flow of breath. These sounds
carry emotion and give due weight to a word.

LIP VOWELS are those vowel sounds that are crafted by the shaping of the
lips.
Aa

aw

oh

oo

Unit 3

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Types of Vowels

How
How

Showing trainees how to create the varying


shades of vowels, enables them to
incorporate this skill into their speech.

Process Template:
The Powers

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Application

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Practice the formation of the Lip Vowels.


Listen individually.
Support with Examples.
Practice the formation of Tongue Vowels.
Listen individually.
Support with examples.
Vowel Chant. Transitioning Lip Vowels and
then the Tongue Vowels in one breath.
Application of this exercise in language.
Group practice.
Stretching each sound to a maximum of 12
seconds.
Application in poem The Powers

Sample

Check on the
openness of vowels

Application of
Vowel sounds

THE Powers whose name and shape no living creature knows


Have pulled the Immortal Rose;

Ae

ow

aw

ay

oo

oh

At

Out

Ought

Id

Ate

Eat

Ooze

Own

Unit 3

Voice and Accent


What
What
Shades of Vowels

Purpose/
Purpose/ Why
Why

How
How

It gives us a comprehensive understanding


of the varying vowel sounds used in Global
English.
Apart from the basic sounds there are 92
shades existent in the English language.
They are nothing but the shorter versions
of the basic sounds. This addresses and
checks the Long and Short Vowel
problem.

What are Shades of Vowels.


Practice each sound, supported with
examples.
Group practice.
Exercise: Take them through the e and
ae sentences.
Exercise: Take them through the I and
ee sentences.

Process Template:
Shades of Vowels

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Sample

Look

Lord

Lout

My Lord, look at this lout.


Combination of various
Consonants with different
shades of vowels in words
and sentences.

oo

ay

ee

Moon

Mane

Mean

Pool

Pain

Peep

LED

LAD

He led the lad home.

SET

SAT

Anna sat down after losing the first set.

IT

EAT

I eat it.

DID

DEED

He did the deed

Unit 3

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Consonant - Vowels combinations

How
How

A word is formed by combining vowels and


consonants in various ways.
Once we know how consonants and vowels
are formed and have worked on them in
isolation, we are ready to combine these
and practice them leading us closer to
effective speaking.

Combine all vowels with a single


consonant. Build words with that to
support the use of this exercise.
Practice the consonant clusters with the
trainees.
Give examples of the consonant clusters
from the poem: The Powers.
Keep checking individually as well.
Group Exercise: They can form words
using the consonant clusters and give you
a list by the next day.
The poem: Fear No More focuses on
Breath Control. Begin by reading one line
in one breath gradually moving to a
stanza in breath ensuring the correct
consonant and vowel sounds, apart from
breath control.

Process Template:
Consonant Clusters

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Sample
Oo
Placement of consonants after the
vowels sound.

Consonants sound.

Combination of 2 unvoiced or 2
voiced consonants after the vowel
sound.

aw

ah

ay

ee

ow

ItI

OOT OHT

ImI

OOM OHM AWM AHM AYM EEM OWM IME


Oo

Placement of the Vowels after the

oh

oh

AWT AHT AYT EET OWT

aw

ah

ay

ee

ow

IdI

DOO DOH DAW DAH DAY DEE DOW

ItI

TOO TOH
Oo

oh

aw

TAW
ah

TAH TAY TEE


ay

ee

ITE

i
DI

TOW
ow

TI
i

ImI&IdI

OOMD OHMD AWMD AHMD AYMD EEMD OWMD IMD

IkI&ItI

OOKT OHKT

AWKT AHKT AYKT EEKT OWKT

IKT

Unit 3

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Diphthongs

How
How

In English, sometimes one vowel letter may


denote 2 different vowel sounds together.

Process Template:
Diphthongs
Berlin Wall

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Listing the basic diphthongs.


Check for understanding.
Words for Practice.
Using them in Sentences .
The ei and aei difference. Explain
using the Berlin Wall exercise.
Quiz individually to check for
understanding of the sounds.

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Sample

A combination of 2 vowels
forming a diphthong

Combining the consonants


with the two sounds to check
the difference in meaning.

/ay/ as in eight = /e/ + /i/


/oi/ as in oil

= /aw/ =/i/

Air

Ear

IbI

Bare, Bear, Blare

Bear

IpI

Pare, Pair, Pear

Peer, Pier

Unit 3

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

How
How

Often we confuse the pronunciation in


basic words that are either spelt the same
or pronounced alike.
This exercise also helps build vocabulary.

Rhyming Vowels

Process Template:
Rhyming Vowels

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Fear No More

Create a word list on the board using the


sounds oo and ew.
Add on the columns for ow and o
sounds.
Practice with the class.
Quiz the trainees on the sounds of the
words.
Read out the poem Fear no More .
Begin with each trainee reading out one
line at a time followed by 2 lines in 1
breath.. and so on, moving to maximum
number of stanzas in each breath.

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Sample
List the words and
sort out the different
pronunciation

Reading out the


entire stanza in a
single breath.

Vowel Sounds :

oo

ew

ow

Blue, Blew

Cue, Dew

Bow, Vow,

Bow, So,

Jew, Slew

View, New

How, Sow

Sow, Sew

Fear no more the heat o' th' Sun,


Nor the furious Winters rages,
Thou thy worldly task hast don,
Home art gon, and taken thy wages.
Golden Lads, and Girls all must,
As Chimney-Sweepers come to dust.

Unit 3

Voice and Accent


What
What
Combination of Learned Sounds in Speech

Purpose/
Purpose/ Why
Why
Now that we have gone through all the
consonant sounds as well as the vowel
sounds and practiced them, its time to
apply them in a passage and practice the
crispness of the consonants along with the
openness of the vowels.

Process Template:
Under Milk wood

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Document

Sample:
Check for Word
endings.

Check for Vowel sounds.

Check for consonant


sounds.

Check for Breath Control.


Check for correct sounds,
vowels and consonants.

How
How

Exercise

Use the passage Under Milk wood.


Step 1: Whisper the passage together to
emphasize the crispness of the
consonants
Step 2: Chant the passage together to
emphasize the openness of the vowels.
Step 3: Stand at the corner of the room,
leaning there, cup your mouth and read
out the passage as loud as possible,
without screaming and keeping in mind
the correct sounds and breath control.

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UNDER MILKWOOD
And the shrill girls giggle and master around him and squeal as they clutch and thrash,
and he blubbers away downhill with his patched pants falling and his tear splashed
blush burns all the way as the triumphant bird like sisters scream with buttons in their
claws and the bully brothers hoot after him his little nickname and his mother's shame
and his father's wickedness with the loose and wild barefoot women of the hovels of
the hills.

We wondered why we were made to vent in their van with chairs one could barely sit on.

PRONOUNCIATION

Unit 4

Voice and Accent


What
What
Syllables

Purpose/
Purpose/ Why
Why

How
How

Understanding syllables is the first step


towards correct pronunciation.
Pronunciation in turn leads us to
comprehensibility and effective speech .

Why are syllables important.


What are syllables.
Learning to count syllables.
Making words with 1,2,3,4,5,6 & 7
syllables.

Process Template:
Syllables

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Sample

A syllable has a vowel sound. Usually there is a consonant sound between it and the next syllable.
What are syllables,
Counting them.

Look at the number of syllables in the following words:


Great

Paula

Beautiful

Unit 4

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

The Basic Rules

How
How

Empowerment:
In the English language there are a 101
exceptions to 100 rules that exist! What we
offer are guidelines. These guidelines will
help trainees tackle new words even in the
absence of the trainer.

Process Template:
The Basic Rules

The Past tense rule


Practice
The Plural rule.
Practice
The Compound Noun rule.
Practice
The Acronym rule.
Practice.

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Sample
Please remember the fact that ed becomes an extra syllable only when added to words
ending with t or d. This is the only time the past tense has an extra syllable.

Past Tense Rule

Projected

Pleaded

Please remember that es becomes an extra syllable only when added to words ending with a hissing
sound. When the original word without the es ending, ends with a hissing sound, only then does the
added es become an extra syllable.

Plural Rule

Office/offices

Promise/Promises

Beach/Beaches

A combination of two words is called a compound noun, like soft/ware. In English, the stress usually falls on the first
part of the compound noun

Compound Noun

Software
Acronyms

Protected

Hardware

Carpool

Acronyms (words that are made from the first letters of a group of words) are very common in American English. The stress in
acronyms is almost always on the last letter.
UCLA

USA

MTV

Unit 4

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Syllable Stress

How
How

This is the next step towards correct


pronunciation.
Comprehensibility problems mostly occur
due to the misplaced stress in a word
rather than the incorrect sounds of the
letters.

Process Template:
Stress Rules

What is Syllable Stress


How can it be shown.
Rule 1: Only 1 stressed syllable in one
word.
Support with examples.
Rule 2: As the word expands .. The stress
moves forwards.
Support with examples.
Rule 3: If we stress on 1 syllable more
than the others, then the preceding vowel
sound reduces.
Support with examples.

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Sample

STRESS
Syllable stress

Examples for
Syllable stress

When we learn to break a word into syllables, the idea is to keep in mind that there is only one syllable in a word
that gets stressed.

Organize

Industry

Technology

Organization

Industrial
Industrialization

Technological

Unit 4

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Pronunciation

How
How

Pronunciation is the key to Global


Comprehensibility.
A majority of the communication lapses are
due to to incorrect pronunciation A guide to
easy pronunciation that lists a few rules
helps us find our way around with new
words.

Process Template:
Pronunciation Rules

Exercise

NOTES:
The trainer need not take the trainees through the
entire list.

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Rule 1: -ology
Rule 2: - shn
Rule 3: - ity
Rule 4: - ic/ ics
Rule 5: - ical
Rule 6: -ically
Rule 7: - ial
Rule 8: - ially
Rule 9: - ious
Rule 10:- meter
Practice the rules using words.
Exercise: Have the trainees count the
number of syllables and find the stressed
syllables.

They should be taught through examples only.

Sample
-ology
Common word ends

Biology

-ically

Examples off words


with the common
word ends.

Counting syllables
and Syllable Stress

Basically

-tion

-lity

Station

-ical

Ability

Physics

-ially

-ious

-meter

Pious

Kilometer

-ial
Official

-ic/-ics

Financially

Practical

A/bi/li/ty

Cha/ri/ty

E/me/rald

In/te/rest

Pro/ba/bly

A/cci/dent

Che/mi/cal

En/gi/neer

In/ves/ti/ga/tion

Pro/cess

Unit 4

Voice and Accent


What
What
Application of Syllable Stress

Purpose/
Purpose/ Why
Why

How
How

Once we know what the rules are, it is


easier for us to apply them in the words
that we use on a day to day basis.

Process Template:
State Names CITI terms

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City Names

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List of State Names .


List of Citi Terms
List of the major city names.
Top American names for Boys
Top American names for Girls.
Process specific pronunciation guide to
the frequently used words.
Auto Loans Car makes.

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Am. First Names (M) Am. First Names(F)

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Sample

STATE

State Names and


Pronunciation

CITI Terms
American Names
for Girls
American Names
for Boys
City Names

Pronunciation

Alabama

Al-a-BAM-aa

Alaska

a-LASS-kaa

CITI Terms

Pronunciation

Adjustable

ud-JUST-tb-bl (a-just)

Amortization

am-er-tz-AY-shn

Amanda a-MAN-daa Danielle Dan-ee-ELL

Laura LAW-raa

Aaron - AER-rn (like Karen) Damion - DAY-mee-yn Jeremy JER-rm-mee

Raymond RAY-mnd

State Name : Important City Names and Pronunciation


ALABAMA : Birmingham (BER-ming-ham), Huntsville (HUNTS-vill), Mobile (Mo-BEEL), Montgomery (Mn-GUM-ree)

INTONATION

Unit 5

Voice and Accent


What
What
Intonation

Purpose/
Purpose/ Why
Why
The Indian languages follow a 4 beat
rhythm that does not give much room for
intonation. English on the other hand
provides ample opportunity for this,
especially since it a language based on a
10 beat rhythm.
It is imperative that we understand how the
tone of our voice effects communication.

How
How
What is pitch.
What is Intonation.

Process Template:
Intonation

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Sample

INTONATION:
Terms

Definition

Speech, like music, has pitch changes that create a melody.

WHAT IS PITCH?
Pitch is the frequency at which we speak.

Unit 5

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Noun-verb change

How
How

The same word may at times be used as a


noun and at others as a verb. In both these
cases the pronunciation will differ. This may
lead to comprehensibility problems.

The stress pattern in a noun and a verb.


Practice reading out the words and the
sentences in the class.
Ensure each trainee practices this
individually.

Process Template:
Noun-Verb change

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Sample

NOUN
Read out the Noun and the
Verb form, application in sentences.

VERB

SENTENCE

an accent

to accent

His Scottish accent, accented his English.

a convict

to convict

The convict was convicted for 12 years of hard labor.

a desert

to desert

Sam deserted Denise in the desert where she ate her dessert.

an envelope

to envelope

She took the envelope from his hands and enveloped him in a bear hug.

Unit 5

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Emphasis : Word Stress, Questions and


Strong Agreement.

Stressing on a particular word in a


sentence also conveys a meaning. E.g.:
I have too, I have to and I have two

How
How
Methodology: How do we stress on a
word more than the others.
Support with examples.
Practice the Exercises.
In questions which word do we stress on.
Stress in strong Agreements.

Process Template:
Emphasis

Micros oft Word


Document

Sample
EMPHASIS
Emphasis:
Meaning &
Importance

Emphasis is used to show extra emotion in our speech. By giving extra stress to different words in an English sentence,
we can actually change the meaning of the sentence.
WORD STRESS:

Word Stress

In every word in English, there is one main emphasized syllable. The vowel sound in this syllable sounds higher in pitch,
longer, and louder, and this is called stress.
Practice:

Practice
Word Stress

1.

Im going to the store.

(I am, Not you)

2.

I am going to the store. (Are you going? Yes, I am)

Unit 5

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Question and Statements

How
How

Apart from its grammatical structure, a


statement differentiates from a question by
the intonation pattern as well.
In case a statement is read out like a
question, the listener gets confused about
the meaning, or thinks that the speaker is
uncertain, or that the speaker sounds
condescending.

Process Template:
Contours
Questions

Micros oft
Micros oft Word
PowerPoint Pres entation Document

The pitch at the end of the statement.


Pitch at the end of a question.
The absolute no-nos of intonation: Sing
sing, rocket climb.
Different ways of intonating questions.
Practice on the questions and statements.
Role Plays: Enact out Role play 1 to the
class. Have them prepare the remaining
role plays in pairs and present them to the
class.

Role Plays

Micros oft Word


Document

Sample
QUESTIONS OR STATEMENTS.
Difference in
Intonation.

Whenever our statements end with a rise in the volume, it confuses the listener and they spend time trying to
figure out whether the last sentence was a question or a statement and more often than not they
assume it to be a confirmatory question to which they reply a yes or no which may surprise us as we
never expected a reply!
Exercise A:
1. Sure I can help you with that.

Practice with
Different
Intonation.

2.

The turn around time would be 2 business days.

Exercise B:
1. Can you see?
2. Does he play golf?

Unit 5

Voice and Accent


What
What
Numbers

Purpose/
Purpose/ Why
Why

How
How

An Americans life revolves around


numbers. Be it a social security number,
phone number or account number.
Numbers may be as long as 10-12 digits at
times. Reading them out in one go
confuses the listener.

Discuss why we break the numbers in


smaller groups.
How do we do that using Intonation.
Practice.

Process Template:
Intonation with Numbers:

Micros oft Word


Document

Sample
INTONATION WITH NUMBERS:
How can we
Intonate Numbers
effectively.

When we take calls we often come across groups of digits which may be as much as 2 to a maximum of 12 digits.
They may be Apartment numbers, Account numbers, transit routing numbers, Zip codes, Social security numbers
or Telephone numbers.

Telephone Numbers:

310-526-9546
1-800-354-9561

Examples
Social Security Numbers:

356-65-9856
527-45-5447

Unit 5

Voice and Accent


What
What
Choices

Purpose/
Purpose/ Why
Why

How
How

We often have not one solution, but many


options. How should we put them across to
the customer?

Relate to the intonation pattern.


Practice with questions.

Process Template:
Choices

Micros oft Word


Document

INTONATION WITH CHOICES:

Sample
INTONATION WITH CHOICES.
Practice

1.

Do you want Tea or Coffee?

2.

Do you want Black or brown?

Unit 5

Voice and Accent


What
What
Pauses

Purpose/
Purpose/ Why
Why

How
How

The role of pauses is very important in our


speech since a pause defines when a
certain thought has ended and a new
thought has begun.
In addition, it aids the management of
breath as well.

Explain the importance of pauses.


Practice using the sentences.

Process Template:
Role of Pauses

Micros oft Word


Document

Sample
ROLE OF PAUSES.
Significance

In written English, we use punctuation to show where the pauses


in the sentences should be.

Example:
Application

Finally,// each time you prepare a solution// you should take into
account / the temperature of the liquids.// Dont mix these two
liquids together / unless they have the same temperature://Room
Temperature.

Unit 5

Voice and Accent


What
What
Practice

Purpose/
Purpose/ Why
Why

How
How

Many of us need to break out of a shell that


restricts us from experimenting with the
pitch changes. These exercises focus on
breaking out of old habits and establishing
new ones.

Process Template:
Stories
Trench Coat

Micros oft Word


Document

Micros oft Word


Document

Gollum

Lead by example using the 3 short stories


in which the places of inflection have been
marked out.
Use Archie comics hand outs to groups of
3s and 4s, have them act out the story in
front of the class.
The passage Dark Trench Coat can be
used to practice Intonation.
Practice using the passage Deep down
here Gollum.

Micros oft Word


Document

Assessment Sample
THREE LITTLE PIGS

Words that need


To be stressed

Once upon a time there were three little pigs. They lived with their kind old mother near a
large, dark forest. One day, they decided to build their own houses. The first little pig
used straw. He took his straw-cutting tools and his new lawnmower, and built a little straw
house. The second little pig used sticks. He took his woodcutting tools and some old
paintbrushes and built a small wooden house. The third little pig, who was a very hard
worker, used bricks.

UNDERSTANDING
AMERICAN ENGLISH

Unit 6

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

American Accent

Since we are dealing with the American


customer it is important that we understand
how the accent differs.

How
How
Explain the American sound shifts.
Support with examples.
Play audio file: Arthur The Rat. Fill in the
blanks.
Discuss the various accents in US:
Southern, Californian, Eastern

Process Template:
The American Sounds

Micros oft Word


Document

Sample

The American
Sound Shifts:

Accents occur in the mouth, but have to be breathed out. There are three factors that make the
American English different to the Global English.
1.

The AW change:
The British AW sound changes to the AA sound in the American English
Examples: Bob, Dog, Doctor etc.

FLUENCY

Unit 7

Voice and Accent


What
What

Purpose/
Purpose/ Why
Why

Fluency

How
How

Once a person learns the correct sounds


and pronunciation, he/she needs to be able
to translate it to speech.
This translation of thoughts into speech
using the correct sounds is Fluency with
the speech.

Introducing various topics to the class


Have each trainee express their thoughts
in 2 minutes.
Give constructive feedback.

Process Template:
Free Speech Topics

Micros oft Word


Document

Sample

Free speech
topics

1.

Window Exercise

2.

Sell the Object

3.

Hot Seat

4.

My favorite Vacation Spot

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