Call Center Training

Call Center Training
The newest industry that seems to have provided employment to a large number of youth in the
various cities is the call center industry, better known as the BPO industry. In fact, across the
various levels, a company requires at least five thousand staff. This will would the be the
smallest scale call center. The numbers increase with the largeness of the parents company.
Today, there are call centers spread across the various cities of the country, with the promise of
more companies coming to Indian shores.
One of the basic requirements for a call executive is effective communication skills, more so in
the area of attending calls. Thus, while employing executives each company puts their new
incumbents through rigorous training in the process, as well as in a subject known as voice and
accent.
Some call centers demand specific accent training such as British, Australian or then American.
Along with training the executives in these specific accents - speaking and understanding, they
are also taught the cultures of these nations, so that they are more sensitive to the international
locals while making or receiving calls.
Typically call center training comprises of voice and accent training, team building activities, and
other culture specific knowledge provision. Thus, when designing a training program for a call
center, the trainer puts together program consisting of the following modules:
Broad-based the three primary modules are:
I. Accent Comprehension
II. Soft Skills
III. Culture specific knowledge
Accent comprehension consists of the followings sub-modules:

Phonetics:
Vowel sounds
Tense vowel sounds
Lax vowel sounds
Vowel shifts
Consonant sounds
Word list
Pronunciations
Intonation
Inflection
Syllable stress
Soft Skills consists of the following sub-modules:

Customer Service
Call opening
Mind you P's and Q's
Call closing
Hold and transfer procedure
Question tags
Why questions
Use of open ended questions
Use of closed questions
Listening Skills
Paraphrasing
Empathy
Culture:
History
Geography
Food and entertainment
Values and beliefs
Sports and adventure
States (cities) and capitals
Names - males and females
Phrases and idioms; jargons
Corporate English Training
When it comes to training in corporate English there are two important aspects:
Written English Skills

Spoken English Skills
Here, we will look at written corporate training. This mainly includes writing emails, business
proposals and presentations, as well as varied other written communications required to develop
business. Given here is a list of rules to help one improve their corporate writing skills:
One should not write using gender specific language, unless one is sure about the gender of the
recipient.
One should always finish what they start.
One should avoid the overuse symbols and abbreviations.
Using analogies in business communications is like using feathers on a snake.
Avoid annoying alliterations
Avoid trendy locutions that sound flaky.
Making an appropriate selection when it comes to idioms.
Do not shift the point of view in the written correspondence - be focused.
Avoid clichs
Do not use commas unnecessarily
Avoid using foreign words - stick to basic English words
Do not overuse exclamation marks
Avoid using quotes that are not attributed to the personality concerned.
Avoid ending sentences with prepositions.
Avoid being repetitive
Be as specific and to the point as possible.
Avoid misspelling words - ideally refer to a dictionary or thesaurus
Where English speaking is concerned, the trainer has to cover modules that include every aspect
of spoken communication skills such as:
Listening skills
Speaking skills, which include:
Voice - tone, volume, accent, diction, etc.
Grammar
Vocabulary
Sentence construction
Pauses and flow
Non-verbal skills, which include:
Eye contact
Facial expressions
Posture
Gestures
Body movement
Overall Presentation, which includes
Grooming
Etiquette
Personal hygiene
Spoken English
In order to be able to learn any language whether spoken or written, one needs at
least 60 hours to 72 hours teaching-learning time. This is the principle followed by
every language trainer. Where spoken English is concerned, one needs to undergo
an entire language learning course. This course is designed in such a way that one
understands the essentials of grammar, sentence construction and vocabulary.
Some trainers go a step ahead and add modules for accent neutralization, so that
the student can speak English without the mother tongue effect. This is important,
as people in India have strong mother tongue effect where their accent is
concerned, because of which it becomes all the more difficult to understand them
when they speak basic, survival English.
Another additional module is that of written English. However, written English is

taught in detail in advanced English language classes. In the basic class the student
is taught basic written English, which will help them correspond basic written
communication messages.
Given here is a typical spoken English training program:
Grammar:
Parts of Speech
Noun
Pronoun
Adjectives
Verbs
Adverbs
Conjunctions
Prepositions
Interjection
Articles
Tenses
Verb-Tense Consistency
Sentence Structure
Punctuation
Vocabulary:
Basic English Keywords
Vocabulary Builder
Abbreviations
Practical Vocabulary
Weather Vocabulary
Numbers
Time
The World
Phrasal Verb Vocabulary
Pronunciation:
Commonly Mispronounced Words
Sentence Stress
Pause Management
Conversation Skill:
Conversation as communication
Assertive/Aggressive/Submissive Communication
Non-verbal Communication Skill
Presentation Skills
"Conversation... is the art of never appearing a bore, of knowing how to say everything
interestingly, to entertain with no matter what, to be charming with nothing at all." Thus,
communication is best achieved through simple planning and control. To ensure efficient and
effective conversation there are three prime considerations:
Presentation Skills
Listening Skills
Speaking Skills
According to experts in the field of communication training, presentation skills includes not only,
aspects relating to non-verbal skills, etiquette and grooming, but also other factors such as
listening and speaking.
In order to ensure effective communication and presentation skills one needs to keep the
following factors in mind:
Avoid ambiguity
Accept feedback in order to gain confirmation and rule out confusion
The non-verbal presentation factors are:
Voice: This implies the tone - sarcastic or sincere; warm or cold; rich and expressive; or dull and
flat. The other voice aspect is the volume - shouting, barely audible or medium volume.
Speech pattern: slow, hesitant, fast, jerky, abrupt or even-steady pace.
Facial expression: This includes:

The brow/forehead: Wrinkled or smooth
Eyebrows: wrinkled or smooth
Jaw/mouth region: firm or relaxed
Eye contact: Whether the speaker is looking at the listener/audience being addressed.
Gestures: This includes the hand movements such as: hand-wringing, open hand movements,
finger pointing, fist thumping, etc.
Postures: This is important, as it shows how interested the speaker or listener is.
Body movement: This includes the movement of the body such as shrugs and shuffles, arms
crossed or left lose, strides or standing in one position.
English Speaking
The basic underlying factor for learning any language - written or spoken - is its grammar. Thus,
any trainer involved in teaching English speaking prepares are module, wherein grammar is the
larger chunk of learning. What follows here, is a typical English speaking learning module...
Basic Grammar: Under basic grammar the participant is taught the Parts of speech, which
includes the following:
Noun - a word used as the name of person, place, animal, bird, object, etc.
Pronoun - is a word used instead of a noun.
Verb - is a word which expresses action or state of being.
Adjective - is a word used to add something to the meaning of a noun or pronoun.
Adverb - is a word used to add something to the meaning of a verb, an adjective
or another adverb.
Preposition - is a word used with a noun or a pronoun to show how the person or object denoted
by the noun or pronoun stands in relation to something else.
Conjunction - is a word used to join words or sentences
Interjection - is a word that expresses some sudden feeling
Sentence Construction: The basic factor taught here is SVO (subject-verb-object) pattern of
sentence construction; wherein the verb is always between the subject and the verb.
Grammatically incorrect sentences take the form of SOV (subject-object-verb).
Advanced Grammar: This includes the following -

Agreement of the Verb with the Subject
Articles
Special usage
Tenses
Questions tags
Active and Passive Voice
Direct and Indirect Speech
Vocabulary: This includes topics such as:
Commonly misspelled words
Irregular nouns
Irregular verbs
Interesting and challenging words
In some training programs voice and accent become a part of the training, with emphasis on
accent neutralization.
Public Speaking
Speaking in public tends to become a rather stressful task for many. In fact, even the best of
speakers tend to go through those few moments of anxiety and stage fright just before getting
onto the stage or podium to address their audience. One of the main reasons can be language,
which for instance could be lack of English speaking words. But then how to improve English
speaking can be looked at, as a different subject, all together.
Yet, before going any further, one tip for improving English skills, one can practice grammar and
vocabulary exercises, as often as possible. Also reading loudly in front of a mirror helps one
improve their language skills. Exposure to the language is also important, which includes reading
English newspapers and books, listening to English music and watching English movies.
Coming back to public speaking... here are 9 tips to speak successfully in a public situation...
Control stage fright

Select the subject well
Gather all ideas and information
Organize the material
Plan the beginning of the speech
Plan the body of the speech
Plan the conclusion of the speech
Practice the speech
Bring in humor, spontaneously
Here are the 6-key details to ensure smooth speaking at a public event, of any magnitude...
Check all arrangements

Be comfortable in venue
Know how to use the microphone
Conduct a microphone check before the function begins
Be ready to deal with distractions
Be prepared to answer questions, politely avoid irrelevant questions
Recommended site : public speaking
Body Language
Non verbal communication includes the following aspects:
Facial expressions
Voice culture
Gestures
Eye contact
Spatial arrangements
Patterns of touch
Expressive movement
Body language
Of all the non verbal factors mentioned here, one should be aware of body language, as beyond
the words this speaks volumes. Thus, one needs to learn how to effectively use their body to
communicate better.
Take for instance, eye contact. Eye contact is an important channel of interpersonal
communication. This factor helps regulate the flow of communication. It signals interest in
others. Furthermore, eye contact with the audience increases the speaker's credibility. It is also an
important part of effective team communication skills.
Another instance are the varied facial expressions. Take for example, the importance of the
smile... it is regarded as a powerful cue that transmits: happiness, friendliness, motivational,
warmth, liking, affection, etc. With a gentle smile on the face one is sending out a friendly signal,
which is almost always reciprocated in a positive manner.
Gestures are another important part of non verbal communications. If one fails to use gestures
while speaking, they tend to be perceived as boring, stiff and unanimated. A lively and animated
teaching and speaking style captures the audience attention, at any given point. For example,
nodding the head, communicates positive reinforcement, indicating that the speaker is being
heard.
Other aspects of the body that are important in communicating is the posture of the body; as well
as the proximity being maintained. For instance, while listening one should lean a little forward
to show that they are interested in the conversation.
Communication Barriers
No matter how good and effective a communicator one maybe, yet the fact is that one does face
certain barriers, from time to time, which forces them to work on becoming even more effective
in their skills to communicate. Given here are the communication barriers that occur while
listening, speaking and in the case of non-verbal communications...
Listening barriers:
Interrupting the speaker

Not maintaining eye contact with the speaker
Rushing the speaker to complete what he/she has to say
Making the speaker feel as though he/she is wasting the listener's time
Being distracted by something that is not part of the on going communication
Getting ahead of the speaker and completing his/her thoughts
Ignoring the speaker's requests
Topping the speaker's story with one's own set of examples
Forgetting what is being discussed
Asking too many questions, for they sake of probing
Barriers while speaking:
Unclear messages
Lack of consistency in the communication process
Incomplete sentences
Not understanding the receiver
Not seeking clarifications while communicating
The other barriers include:
An individual's subjective viewpoint towards issues/people, which leads to assumptions.

An emotional block, which can lead to an attitude of indifference, suspicion or hostility towards
the subject.
An emotional block or bias that is based on a third party's view point, or on what you have
read/heard.
Words can have different meanings to different people, thus blocking communication.
Use of negative words
List Of Communication Skills
The ability to communicate effectively is a trick learnt by many, but practiced perfectly by not
too many. This is because for most communicating is simple process. However, it is not so, it a
rather simple-complex-networking system that has varied undercurrents flowing between the
speaker and listener/s.
Given here is an interesting list of communication skills that one should be aware of in
order to better their ability to convey their valuable messages...
Taking responsibility for one's messages

Claiming ownership for one's messages
Preparing to listen
Encouraging the speaker to speak more
Reflecting on what the speaker has to say
Adapting to difference of opinions
Being open minded
Acknowledging differences
Assessing without being judgmental
Accepting feedback
Being assertive
Ability to share one's thoughts
Sharing one's feelings
Conveying to others a message without commanding or dictating terms
Being aware of the information coming in
Maintaining a communication wheel of conclusions, sense data, emotions, impact and desire
Calm repetition to drive in a message
Addressing people by their name
Ability to explain a concept differently so that all those present understand it at their level
Ability to resolve conflicts so that it is a win-win for all
Ability to be concise and clear
Ability to convey thoughts in a focused and concrete manner
Ability to confront a situation without ruffling any feathers
Ability to convey with and empathetic statement
Ability to explain objectively without evaluating
Ability to provide specific details supported by concrete examples
Ability to monitor emotional reactions and filter out irrational thoughts
Ability to project oneself into the audience's point of view
Good Communication Skills

The way one communicates does not only have an impact on their own profession and personal
relations, but also an effect on others. Those who do not have appropriate communication skills
are usually ignored or simply kept at bay. Where are those with good communication skills are
looked upon and well respected. After all a good listener and a good orator are popular in their
groups - professional and personal.
Teaching communication skills can be a rather daunting task, considering that almost every
individual feels that they are very good communicators. In fact, most trainers prefer to be
regarded as facilitators, who are able to bring to light the nuances that occur while
communicating ineffectively, rather than pointing a direct finger and saying - You all cannot
communicate well'. and when this occurs the participants are ready to delve deeper within and
bring out the negative aspects of their communications and replace it with the corrective
measures.
Based on the communication skills training programs conducted by known experts in the
field, here are some tips to good communication skills :
Maintain eye contact with the audience : This is vital as it keeps all those present involved in
the conversation. It keeps them interested and on the alert, during the course of the conversation.
Body awareness : One needs to be aware of all that their body is conveying to them, as well as
others. For instance, if there is anxiety rising during the course of a conversation then one feels
thirsty and there maybe a slight body tremor. At that point one needs to pause and let someone
else speak. A few deep breaths and some water works as the magic portion at this point.
Verbal Communication Skills

Everybody has interesting thoughts floating in their mind, however only a few are able to
communicate them effectively, and bring about a resounding impact on their audience. This is
because they have probably sharpened their verbal communication skills. Many feel that this
skill does not need any training, as every individual is able to communicate. Yes, every
individual can communicate, but the problem is that every individual cannot effectively
communicate.
Then the common question that arises is : 'how to improve my communication skill'. Though
the years, experts in the field of training have found innovative ways and have provided
interesting tips and methods to improve your communication skills.
Given here are some interesting tips ways in which one can improve the way in which they
communicate :
Be aware of the communication process : One should be aware of every aspect of the present
communication - the purpose, objective and needs. One needs to be aware of what is occurring
within the self; aware of what the others present feel; aware of all that is occurring between the
communicators and aware of all that is happening around the communicators.
Digging deeper : One should be able to dig below the surface and derive and understands each
communicator's primary needs from the conversation taking place.
Clarity of thought : One needs to be clear and focused on the subject at hand and not beat
around the bush and be ambiguous.
Listening empathetically : One should hone the skills of listening with understanding.
Assert respectfully : It is important that one develops speaking up assertive communication

skills. This is because when one is assertive, they are proving that they are confident about what
they need to convey.
Conflict resolution : One should be able to come to win-win solutions in orde to solve all
problems that may occur from time-to-time.
Voice Culture
In the case of verbal communication skills voice plays an important role. After all, one maybe
knowledgeable in their domain area, but conveying their knowledge may seem like a mammoth
task. This is the reason why, as a part of communication skills training there is ample emphasis
laid on voice culture.
One aspect of culturing the voice is understanding intonation. This is the rise and fall in pitch,
which occurs as we speak. There are various patterns of intonation. For instance, there is
singsong, monotone, jump up and step down (JUSD), etc. When one intonates one puts music,
melody and rhythm into the way they speak.
Basically, intonation follows certain guidelines that help one decide which are important and key
ideas on which one needs to rise and fall in pitch. When one follows these guidelines, one can
clearly communicate to the listener the important idea/s in the message.
The following are the various factor that can help one to modulate well and gain correct
intonation, inflection and syllable stress...
Be enthusiastic
Avoid speaking in a monotone
Exaggerate voice inflection
Pause to create effect
Pace between fast and slow
Modulate between high and low pitch
Bring power with the play of volume - loud and soft
Enunciate the words to bring about clarity
Match tone with attitude
Also See
Communication Skills
Definition Of Communication Skills
Types Of Communication Skills
Importance Of Communication Skills
Effective Communication Skills

Examples Of Communication Skills
Good Communication Skills
List Of Communication Skills
Communication Skills Training
Basic Communication Skills
Improving Communication Skills
Communication Barriers
Voice Culture
Personality Development
Body Language
Public Speaking
Presentation Skills
English Speaking
Corporate English Training
Customised Corporate Training Workshops
Call Center Training
Spoken English
Soft Skills
Resources
Soft Skills
The driving force behind every company is its employees. It is for this reason that almost every
company is taking steps towards helping their staff to perform better. They realize that better
performance is not just a matter of timely upgraded technical and domain-related knowledge, but
also the other aspects that are overlooked, such as soft skills. According to Human Resource
heads of various leading enterprises, regular training in soft skills, helps the company as a whole,
as the result of such a training is to motivate the staff members.
In fact, soft skills training is at the very base of self management. Every employee has to be a
qualified self-manager. There is no MBA college or such degree or diploma providing training
institute that dwells into churning out self-managers. One has to learn self management through
their years working - professionally for a company, or running their own venture.
Thus, in a nut shell, the soft skills, are the essential skills required to make an individual and
adept self-manager. Someone who can manage the self, and other selves in order to be able to
perform above expectations, or at least at par; but definitely not below.
The following are the varied soft skill training modules that are offered, in general by trainers...
Courtesy
Honesty and reliability; Personal integrity
Flexibility - Adaptability
Team skills - Cooperation; Ability to follow regulations; Willingness to be accountable; Ability
to relate to coworkers in a close environment
Non verbal communication
Leadership skills - Self-directed, ability to direct and guide others, Self-supervising; Ability to
relate to coworkers in a close environment;
Positive attitude; Positive work ethic
Written Communication Skills - Basic spelling and grammar; Reading and comprehension
Personal hygiene and energy
Interpersonal skills - Communication skills with public, fellow employees, supervisors, and
customers
Motivation - Willingness to learn; Caring about seeing the company succeed; Understanding
what the world is all about; Commitment to continued training and learning;
Critical thinking skills
Grooming - good personal appearance
The Structures of Spoken English
ASSIGNMENT 1: Making it Flow

A. It has occurred to me in moments of thought that we might choose a different venue for our
annual holidays.
B. What justification is there for that?
A. None, except to break the monotony on this single occasion.
B. What alternatives do you propose? 5
A. There are many. I suggest France, Denmark or Finland. It is to be remembered, however, that
Finland is a costly country.
B. I would not deny that. Do you find anything that is lacking in Blackpool?
A. Simply a lack of interest on my part, born of repetitious 10 visitings and a too close
acquaintance with its disadvantages.
B. Did you hear that Mrs Brown spent a holiday there last year?
A. That is extraordinary. She is the person who is noted for tiring people with accounts of her
Continental holidays. 15
B. Please do not exaggerate. She did not mention that subject above once.
A. You have unwittingly named a strong argument for avoiding Blackpool in future.
B. How so? 20
A. Namely, that I do not intend for my part to be at the expense of travelling for the dubious
pleasure of possibly spending my holiday anywhere in the vicinity of Mrs. Brown. We shall
certainly go elsewhere.
This conversation is absurd and unrealistic, and would never be heard. Some of the reasons for
this are obvious, such as the choice of vocabulary. Other features usually associated with
natural conversation are missing.
Without altering the ideas and patterns of thought, REWRITE THE DIALOGUE, modernizing it
and putting in words and phrases which would make it flow more naturally.
NOTE. Some expressions used here have natural colloquial counterparts. For example:
It has occurred to me = You know, Ive been thinking . . .
DEADLINE: WEEK 45
ASSIGNMENT 2: The end of the affair

"The Gables",
Beech Close,
Maidenhead,
Berks
February 4th, 2003
DearMillie,
YouaskedmetoletyouknowhowmytalkwithJameswent,sohereistheawfulblowbyblowaccount.
Firstwewenttoafilm.Ofcourse,hehatedit.ThenIsuggestedgoingforacupofcoffeetoaplaceI
knowroundthecorner.Ididntknowwheretobegin,soIsaidnothingforawhileandjustsatthere
drinkingmycoffee.Jameswassurprisedatmysilence(usuallyIdomostofthetalking)andmadesome
commentaboutit.Iansweredrathernoncommittallyandbeganproddingtheunmeltedremainsofthesugar
inmy,bynow,quiteemptycup.JamesofferedtogetmeanotheronebutIrefused,quitepolitelyI
thought.Thisdidntseemtosatisfyhimforsomereasonandheaskedmeagain.Ifirmlyrepeatedmy
refusal(Iwasnttryingtobenasty,youunderstand.Ijustdidntwantanymorecoffee).Bynowhewas
gettingabitirritatedandmadesomesarcasticremarkabouthowmuchhewasenjoyingtheconversation.
ThisratherstungmeandIrepliedinkind.Itwasthenheguessed.HeaskedmeifIwantedtoendour
relationship,onlyheputitinthemostaggressiveway.IcommentedonwhatIthoughtwasthe
unnecessarycoarsenessofhisexpression,buthejustrepeatedhisquestion,onlymoredirectly.Iwas
forcedtoagree.Thenhequitebaldlyaskedmewhotheothermanwas.Itoldhimitwastypicalofaman
toassumethatifawomaneverwantedtobreakoffarelationship,itmustbebecauseshehadfounda
replacement.HesaidhedidntwanttohearaspeechaboutWomensLib,andsimplyrepeatedhis
question.Itoldhimitwasnoneofhisbusiness,buthepersisted.ImadeitclearIwouldonlytell
himtosatisfyhiscuriosityandgavehimAbdullahsname.Atthatpointhegotupfromthetableand
walkedout,makingsomeracistcommentashewent.Heevenleftmewiththebill.Ialwayssaidhehad
nomanners.
Love,
Sarah.
Reconstruct the conversation which you think took place.
DEADLINE: WEEK 49
BOOK LIST
and Assignment 3:
Choose one of these books and write 1000 WORDS on one of the following subjects:
1. Spoken English and Class, Race or Gender
2. Spoken English as a Cultural Form
3. Spoken English and Empowerment
4. Speech and Writing
Deadline ONE MONTH after the last day of the course
M. A. K. Halliday, Spoken and Written Language (coursebook library)
Andersen, Roger, The Power and the Word (80)

Andersson, L., and P. Trudgill, Bad Language (80)
Enkvist, N. E., Impromptu Speech.
Sutcliffe, D., British Black English
Tannen, Deborah, You just dont understand
Children
Andersen, E. S., Speaking with Style (80)
MacLure, M. etc., ed., Oracy Matters (1988)(37 ORA)
Discourse Analysis
All , Conversation Analysis (82)
Anderson, Training the Speaking Voice (82)
Goffman, Erving, Forms of Talk
Langford, D. Analysing Talk
Jones, Clarence, How to Speak (316.77)
Mills, Sara, Discourse (1997)
Tannen, D., ed. Spoken and Written Language: Exploring Orality and Literacy (801.7 Spo)
WRITING AND SPEECH

WRITING
normative
leaves out the prosodic (intonation, pauses)

and the paradigmatic (gestures, loudness)
Linguistics and grammar mostly describe the written language
Functions: action
social content
information
entertainment
Socrates (Phaedrus): 'writing destroys memory and sets up outside the mind
what can only be inside it'
SPEECH
has twice as many grammatical words (a closed class) as lexical (an open
class)
is as structural and as functional as writing

is more concerned with the social function of language: status, for example,
or small talk.
Claude Lvi-Strauss: 'the savage mind totalizes'
A. R. Luria: oral cultures lack abstract thinking but are rich in metaphors
think in a situational rather than a categorical way

Marshall McLuhan predicted an alliance of 'hot technology' (computers etc.)
and orality against literacy
DISCOURSE
Communication whose form is determined by its social purpose. Language in

use rather than language as a system
multiple meaning: 'Have you got the time?''What school do you go to?'
Surface cohesion (e.g. a certain length, register) + deeper coherence
Usually oral, but also refers to writing that reproduces oral discourse: letters,
journals, prayers, plays, recipes etc.
Forms of Discourse
o Linguistic: language of advertising
o Social psychology: discourse of racism
o Authority: academic discourse
The 'dominant discourse' (DD)
RP, Standard English, supported by schools, universities, grammars, the BBC

cf. Western medicine v. acupuncture, osteopathy etc.
Knowing the DD is not enough: one must also have the right to speak in any
given situation (lecture, parliament, weddings)
Michel Foucault
Discourse does not just reflect social relations but also constructs them
It is not only the use of power but also taking power for yourself
(empowerment)
Stereotype
Boss: I want this letter typed up by the afternoon post.
Secretary: Yes, certainly.
Actuality
Boss: I wonder . . . if . . . er . . .could you possibly . . . you know, this report
thing here . . . could that be sort of sent out // this afternoon
Secretary: // Well, I've got a lot of work on but I suppose . . .
Boss: I'd really appreciate it, thanks
PC: exposes racist and sexist structures in the DD

does not threaten our freedom to speak, but challenges the right of the DD to be the only one to
decide how we speak
Sara Mills, Discourse (1997) includes the language of women and of race
GENDER
Heterosexuality assumes
1. privileges (pension rights, access to certain job, immigration rights)
2. stereotypes (that the woman will follow her husband to a new job, earn less,
be responsible for the household and children etc.)
3. conventions ('femininity', oppression)
Certain speech acts are gendered male: speeches at weddings for example, or certain competitive
situations (debates, interrupting), while cooperative speech (for example, 'consciousness-raising'
or giving up a turn to let another person speak) is considered 'female' and often considered to
have little value.
SPOKEN ENGLISH
The Phatic
Talk about the weather is typically imprecise and evasive ('sunny spells', rather cool',
'changeable') so as to take the drama and conflict out of the situation.
Some expressions ('such as anyway') have no meaning except as discourse markers.
Speech and Power
Presidential candidates very often have a background in law, where public speaking is important.
In public affairs, scandals are often decided on the basis of performs in explaining the offence:
'inappropriate behaviour' (Clinton), 'economical with the truth'. This equally applies to matters of
substance like peace in Northern Ireland or the abortion debate in the United States. The person
who wins the argument is thereby proved 'right'.
SPEECH ACT THEORY
Ferdinand de Saussure (1857-1913, Cours Gnral de Linguistique):
langue et parole
Ludwig Wittgenstein (philosopher, 1889-1951) 'the meaning of a word is its use in the language'
stressed the importance of ordinary v. rhetorical and hierarchical language.
J. L. Austin (philosopher, 1911-60: How to Do Things with Words)
locutionary, illocutionary and perlocutionary utterances
H. P. Grice Maxims
1. Quality
2. - I'll give you a day off tomorrow.

3. - Thank you. I'd appreciate that.
4. - No, I take it back. You won't have a day off.
5.
6. - Goodbye.
- Hello.
7. Quantity
8. - Houston, we have a problem.

9.
10. - Do you miss your grandmother and grandfather?
11. - Yes, I miss my grandmother.
12.Relevance
13. - I need a drink.

14. - Try the bell.
15.
16. - Where do you keep the jam?
17. - It's raining again.
18.
19. - It's time you found a wife for yourself.
20. - OK, whose wife shall I look for?
21.Manner
22. - Hi, how are you?
23. - How should I be?
The source of this aggression is not a million miles away from the White House.
Additional features
Consistency
We comment on changes of topic, especially if they are unsignalled or seem to be for ulterior
motives
Feedback
- Where were the mink kept?

- In a special kind of cage.
- Yes that's right, in a special kind of cage.
- Did you have a good journey?

- Apart from a jam at Northampton.
- *Yes that's right, a jam at Northampton.
Noam Chomsky (1928-)
J. R. Searle (Speech Acts, 1969)
E. Benvenist distinguishes the act of speaking (nonciation) from what is said (nonc)
Walter Ong (Orality and Literacy, 1982)
J. Davidson (1984) 'preference'
Deborah Tannen (You Just Don't Understand, 1990) Genderlects
Western metaphysics 'favours speech over writing precisely because speech presupposes the
presence of the speaking subject, who thus can be cast as the unitary origin of his or her
discourse' (Toril Moi 107).
Speech is par excellence an act which modifies the reality of that to which it is applied (Pierre
Macherey, Theory of Literary Production (1966/1978) ch. 19)
CONVERSATION MANOEUVRES
Openings
Guess what . . .
Sorry to trouble you . . .
Lovely day!
Got the time?
Can you spare a minute?
but not Hi, how much do you earn?
Are you dating anyone?
Ongoing checks
by the speaker
Do you see?
Can you guess what he said?
Are you with me? Do you follow?
Let me put it another way
Don't get me wrong . . .
What I'm trying to say is . . .
by the listener
you mean . . .
Mmmm . . .
I don't get you.
Let's get this straight.
Changing topic
Introducing a new topic
That reminds me . . .
Incidentally . . .
That's a good question.
By the way . . .
Speaking of America . . .
concluding a topic
So it goes.
That's life.
Makes you think.
Let's wait and see.
Ending
Sorry but I have to go now.
Nice talking to you.
Hell, is that the time.
I mustn't keep you.
Well, must get back to work.
BODY LANGUAGE
Speech is both oral and corporal: reciters of the Talmud and the Kalevala are known for their
distinctive rockng movements. The body is a basic element of communication. There are no
universals in body language, and no 'timeless gestures': signs change like any other language
(raised handshake). However, its importance is in its reliability: it is more accurate than speech
because not consciously controlled.
Body language is a system linked to other cultural codes such as work or patriarchy. In particular
it functions as a language in advertising, sport, art and dance. Sport allows the middle-class body
the recognition of physical prowess that labour allows the working class. Bodybuilding and
weightlifting, which satisfy a working class demand for outward signs of strength and maleness,
compete with gymnastics, which celebrates the middle class virtues of the 'healthy body'. Sport
has also, of course, eroticised the male body, making it an acceptable object of female desire.
Gestures Queen's wave like 'caressing an invisible buttock'
Music Today pop stars project their individual bodies on to landscapes through images and
sound, as with Michael Jackson in Prague or Jean-Michel Jarre in London's Docklands
Dance In America there is a strong link between knowledge and the presentation of the body:
other uses of knowledge (such as for courses in cultural studies) are part of nerd culture.
Aerobics, pop videos and the exploitation of dances like the Lambada, exploit the connection
between dance music and sexuality, the beautiful body.
Clothing 'Fashion is eventually about being naked' (Vivienne Westwood). One of the most
famous and most enduring total images is the punk: Dress and body decoration are parodic of
conventional style. Prominent zips and seams reveal the structure of clothes, which is usually
concealed. Trashy kitsch fabrics like mock leopard skin and lurex comment on values of
modernity and taste, while the bin liner shirts and lavatory chains are recovered from the waste
systems of modern society. Finally, the spiky hair and safety pins mimic the extremes of display
and disfigurement entailed in the pursuit of high fashion (Body Decoration and Piercing)
Further Reading
Other Non-Verbal Communication

Territory
Paralanguage accents, filled pauses etc.

PHRASAL VERBS
According to the Cobuild Corpus (c. 200m words), the phrasal verb is the single most common
form of the verb in spoken English/One of the things about laid-back English is that it often goes
in for phrasal verbs in a big way. Make the following passage more formal by throwing them out
and putting in synonyms. Make other necessary changes.
I'mgettingabitworkedupaboutBert.Herangmeupafewweeksago,buthehasn'tgotontomeagain
since,whichisaletdown.HeneverturnedupatthepubonThursday,andthedartsfinalhadtobeput
off.Ifhedoesn'tstopbythisweekitmayhavetobewrittenoffcompletely.
Whenhecalledmeuphesaidhehaddreamedupaperfectwayofgettingoutofbeingcalledupthis
autumn.Hehasworkedoutthathe'dbemuchbetteroffputtingonamadeupmentalillnessandgetting
cartedofftohospital,butIdoubtifhecancountontakingtheminforlong.They'reboundtohave
metwithhiskindofactbefore:itwon'tbelongbeforetheysusshimoutandthegamewillbeup.
I'veneveryetcomeacrossanyonewhocouldpasshimselfoffasaheadcasewhenhewasn't.Anysaneman
whocouldactuallycarryoffsuchatrickwouldhavetobesowellupinneurosesandpsychosesthat
he'dhavetobeprettyfargoneanyway,ifyouseewhatI'mgettingat.
Ican'tmakeoutwhyBertissosurehecangetawaywithit.Hesayshe'sbeenchewingitoverfor
weeks,butherefusestobedrawnoutabouthowhe'sgoingtocarryitoff.He'sbeenprettywell
keepinghimselftohimselfsincehebroughtuptheidea,andnobodyseemstobeabletogetthroughto
himatall.He'sleftoffworking,andJoeletonthathe(Bert)hadnearlybeenruninforshoplifting
attheCooptheotherday.IreallywishIknewwhat'scomeoverhim,buthewon'tletanyoneinonit.
I'mnotonetorundownamate,butifBertgoesonwithhiscrackbrainedschemetotakeinthe
authorities,hemaywellfindhimselfthrownoutoftheDartsClub.It'llnevercomeoff,that's
obvious.Hemustbemadtotryitmaybehe'llhavetobeputawayafterall.
POLITENESS IN SPOKEN ENGLISH

Note that politeness is not the same as formality:
Say, Jim, lend me your spanner, theres a good chap.
Formulae How do you do? How are you? Hows things?

use Happy Birthday, Cheers! Congratulations! and have a good trip,
occasionally bon apptit,
but not memorised idioms: its raining cats and dogs
or "translated Finnish": Thank you for the food,
here you are, I sympathise (after a death)
and never Happy landings (Finnair)
High value is placed on originality, even
Youre all dressed up like the dogs dinner, arent you?
Politeness is mostly conveyed by the verb and the tone of voice:

Do sit down (compare Do shut up!)
Point of view
Your technique is certainly interesting, isnt it, Mr Warhol?
Im inclined to think, I tend to think, I rather think
Requests
"Gissajob" (Yosser in Boys from the Black Stuff)
Would you do me a favour?
I wonder if you could tell me the time (masked request)
May I have a light/payrise?
I feel I should have a suitable reward.
Taboos: including death, money and excretion

When you are gone, Dad, youll surely want to see that we are provided for.
I should like to go and wash my hands/powder my nose/spruce myself up.
Characteristics of SPOKEN ENGLISH

Structural
a. RULE OF THREE Tendency to group episodes, examples etc in threes
b. ANAPHORIC & CATAPHORIC: references back and forwards in the

conversation.
c. HOMEOSTASIS: coordinating speech to relate everything to present praxis.
Linguistic
a. CONTRACTIONS: shortened forms of common or unimportant words.
b. ELLIPSIS: sentence that is incomplete grammatically, or two sentences

collapsed together.
c. QUESTION TAGS: used to encourage participation by interlocutors.
d. REDUNDANCY surplus information or repetition of information already given.
e. IN-GROUP VOCABULARY (dialect, slang, private language of family etc.).
f. Less SUBORDINATION.
g. PHRASAL VERBS.
Socio-Dynamic
a. TURN TAKING: cycle of conversational turns, in theory bringing in all members
of the group at regular intervals. LONG TURNs are to be found in situations
like interviews, or where there are clear differences in status between the
speakers. SHORT TURNs, on the other hand, are found in social situations
between equals in status. OVERLAPPING TURNS are characteristic of
situations where giving support and finding consensus are important, for
example, among women and many black groups.
b. PARALINGUISTIC FEATURES include stance, gestures, loudness etc. Speech is

(connected with action and performance).
c. PHATIC UTTERANCES (small talk): unimportant exchanges or phrases to

punctuate message, show respect, give time for thought etc.
d. PROMPTING: interventions to supply a word, give a paraphrase to show

understanding etc.
e. HEDGING: cooperation strategy to modify statements so as to mke them less

dogmatic.
f. NAMING.
Essential Terminology (examples from Appalachian Speech)

ANAPHORIC & CATAPHORIC: references back and forwards in the conversation.
BACKCHANNEL BEHAVIOUR affirms that the hearer understands and agrees to let the
speaker continue: uh huh, oh yeah (1-2).
CONTRACTIONS: shortened forms of common or unimportant words: cook em (15), more n

they tried to (39), itd(55), etc.
ELLIPSIS: sentence that is incomplete grammatically, or 2 sentences collapsed together:

believe it was fifty-six is about the worst one I can remember (30f).
HEDGING: cooperation strategy to modify statements so as to make them less dogmatic: no

difference that I can tell (line 22), I believe that (line 30).
INCREMENTAL REPETITION - but I didnt like it, didnt like coon (9-10); What about
turkeys, wild turkeys ?(10); Can you remember any bad floods . . . any real bad floods (28); I
believe it was fifty six. . . I believe it was in April of fifty six (30).
PARALINGUISTIC FEATURES include stance, gestures, loudness etc.

PROMPTING: interventions to supply a word, give a paraphrase to show understanding etc.
(58).
QUESTION TAGS: used to encourage participation by interlocutors.
REDUNDANCY surplus information or repetition of information already given: Well in

nineteen and I believe it was fifty-six is about the worst one I can remember around here. I
believe that was in April of fifty-six (30-1)
RULE OF THREE Tendency to group episodes, examples etc in threes: the pheasant and the
squirrel and the rabbit, now I like em fried (10-11).
TURN TAKING: cycle of conversational turns, in theory bringing in all members of the group
at regular intervals. Turn taking is particularly noticeable in interviews. LONG TURNs are to be
found in situations like interviews, or where there are clear differences in status between the
speakers. SHORT TURNs, on the other hand, are found in social situations between equals in
status. OVERLAPPING TURNS are characteristic of situations where giving support and
finding consensus are important functions of speech, for example, among women and many
black groups.
GENDERLECTS
(based on Deborah Tannen, You Just Dont Understand )
Women are made, not born - Simone de Beauvoir
Men see the world as hierarchical, in which conversations are negotiations to get one-up or one-
down. Women see conversations as negotiations towards consensus.
Body Language
face each other and look into each others faces.
sit at angles to each other (bar stool) and look away.
Logic
give a single telling example.
appeal to statistics or philosophy for support.

Topics
relationships; details of their private lives.
politics, jokes, the news and sports.
Narratives
tell stories about community, or ones which may make them look foolish.
tell contest or tall stories, with protagonists and antagonists, in which they
often star themselves.
Narrative structures
complex networks of relationships mediated by language.
complex rules and activities
Dynamics Men are adversarial in discussions, and interrupt women. Women participate more
when several people are speaking, while men prefer to hold the floor.
Child Language
suggest options (lets play hopscotch)
issue commands (gimme; Ill be the doctor, you be the nurse)
Couples Messages and Meta-messages.
"Like most men, my father is interested in action. And this is why he disappoints my
mother when she tells him she doesnt feel well and he offers to take her to the
doctor. He is focussed on what he can do, whereas she wants sympathy."
Further Reading: Jennifer Coates, Women Talk (80 COA)
WOMEN AND WORDS

Who said this? "Hey you, clear off!"
"It was such a lovely party, wasnt it?"
"It does 80 in 8 seconds flat, corners like a dream."
Characteristics of womens speech (according to some):

Tail questions,
Closer to standard forms
More "and" connectors than men
More dialogue ("I said to her, I said")
LANGUAGE USED OF WOMEN

"Kerena Mond, almost 17, has perfect hair for ringlets, thick, blonde, down to her waist, framing
a clear and candid face. She aches for sunshine and counts the days until her family leaves for
their house in the south of France, where she swims like a mermaid with her hair floating around
her" (VOGUE magazine)
Why is the female pronoun "she" often used of ships, countries and cars?
Contrast the following:
guy, chap, fellow, mate, bloke bachelor master bastard

chick, bird, scrubber, honey, baby spinster mistress bitch,
cow
AVOIDING SEXIST LANGUAGE
Examples
chairman
man in the street (cf. streetwalker, "on the streets")
history of mankind
"After university, everyone finds his own career."
"The ancient Egyptians gave high status to women."
"The English countryside is not a work of nature, but a product of man. That man, more often
than not, was the local squire."
"A good secretary should try and do whatever her boss asks her."
"Will the owner of car AEU 35 please move his car immediately?"
"Ken Dodd said it was a family show. People would bring their wives and children."
POPULAR RECITATION Albert & the Lion (Yorkshire)
There were one great big lion called Wallace,

His nose were all covered in scars,
And he lay in a somnolent posture
With the side of his face on't bars.
5 Albert had heard about lions,
How they was ferocious and wild;
To see Wallace lying so peaceful
Well, it didn't seem right to the child;
So straight away that brave little fellow,
10 Not showing a morsel of fear,
Took his stick with a horse on the handle
And shoved it in Wallace's ear.
You could tell that the lion didn't like it,
For, giving a kind of a roar,
15 He pulled Albert inside the cage bars
And swallowed the little lad whole.
Now Pa, who had seen the occurrence,
And didn't know what to do next,
Said, 'Mother, yon lion's gone and ate Albert',
20 And Mother said, 'Ee, but I am vexed.'

'That's right, little fellow', said Mother,
'For I think it's a shame and a sin
For a lion to go and eat Albert,
And after we'd paid to come in'.
25 And the manager wanted no trouble,
He took out his purse right away
And said, 'How much to settle the matter?'
And Pa said, 'How much do you usually pay?'
But Mother turned a bit awkward
30 When she saw where her Albert had gone.
She said, 'No, someone's got to be summonsed',
So that was decided upon.
So off they went to the police station,
In front of the magistrate.
35 They told him what had happened to Albert
And proved it by showing his cap.
The magistrate gave his opinion
And said no one was really to blame,
And he said that all the Ramsbothams
40 Would have other sons to their name.
At that Mother got proper blazey;
'I'll thank you, sir, kindly', said she,
'What would I be doing raising children
To feed t'ruddy lions? Not me!'
http://www.youtube.com/user/UKEAS
http://www.youtube.com/user/rafeeque123#p/u/5/BofxIp7pC7E
http://www.youtube.com/user/dannancyemilyaaron#p/u
http://www.youtube.com/user/Linguaspectrum
http://www.youtube.com/user/sgrajendran
Neutral Accent: An Accent The World Understands

Neutral accent is a way of speaking a language without regionalism. Speaking with an accent
affects our communication and sometimes at its worst spoils our image in public. To make
ourselves understand better we should speak in neutral accent. Let us learn about how to speak in
neutral English.
By speaking in a neutral English, we can make people to understand us better. We can speak well
in our Job interviews, public forum and work places. We can interact with the society smoothly.
We can avoid frustration, inferiority complex and disappointments from people asking us to
repeat what we've said.
Steps to speak in neutral accent.
1. Listen how native speakers speak the language.

2. Try to watch some good movies that can improve your overall communicative skills.
3. Do not speak too fast. Keep your rate of speech under control.
4. Read dictionary to learn the meaning of the word, spelling and pronunciation.
5. Listen to audio clips and videos to boost your confidence while speaking.
6. Record your speech to realize you problems and difficulties and correct them immediately
7. Increase your reading ability by going through newspapers and magazines.
8. Learn sounds of English. Familiarize with vowel and consonant sounds
9. Follow newsreaders and listen them daily to enhance your clarity of speech.
10. Do some jaw exercises to modulate your voice and accent to our requirements.
Language specialist and programmers work jointly to develop software that can recognize
voices. To make the machine understand what we speak, we need to speak in a neutral English
that the computer can recognize our speech. Hence try to speak neutral accent.
101 English Language Idioms

English idioms are fun and useful. People use idioms
frequently, so it is important to be familiar with them.
If you can learn the 101 English idioms in this list, you
will be able to converse with English speakers in a
more natural and articulate manner.
You might want to learn and practice a new idiom

every day. Don't forget to regularly review and use
the ones you have already learned. Have fun with your
idioms!
English Idioms
English Idiom #1
DON'T GIVE UP THE DAY JOB
Explanation of English Idiom #1
YOU ARE NOT VERY GOOD AT THAT. YOU COULD DEFINITELY NOT DO IT
PROFESSIONALLY.
Example of English Idiom #1
"I REALLY LIKE THE WAY YOU SING BUT DON'T GIVE UP YOUR DAY JOB."
English Idiom #2
A CASH COW
AN EASY WAY TO EARN MONEY REGULARLY.
"INCOME TAX IS A REAL CASH COW FOR THE GOVERNMENT."
English Idiom #3
BITE OFF MORE THAN YOU CAN CHEW
TRYING TO DO SOMETHING THAT IS TOO DIFFICULT OR TIME CONSUMING TO
FINISH.
"I'M GLAD YOU WANT TO PREPARE THE REPORT BY YOURSELF. JUST BE SURE
THAT YOU DON'T BITE OFF MORE THAN YOU CAN CHEW."
English Idiom #4
CLEAR THE AIR
DISCUSS SOMETHING THAT WAS CAUSING PEOPLE TO FEEL UPSET.
"THERE SEEMS TO HAVE BEEN A MISUNDERSTANDING. I'D LIKE TO EXPLAIN
WHAT HAPPENED, JUST TO CLEAR THE AIR."
English Idiom #5
TURN YOUR BACK ON
GIVE UP ON, OR ABANDON.
"I NEED YOUR HELP BUT YOU JUST TURNED YOUR BACK ON ME."
English Idiom #6
NOT CUT OUT FOR
NOT SUITABLE FOR SOMETHING.
"HE TRIED MOUNTAIN CLIMBING BUT HE SIMPLY WAS NOT CUT OUT FOR IT."
English Idiom #7
SCRAPE THE BOTTOM OF THE BARREL
THE VERY LAST, OR THE VERY WORST.
"THESE ARE THE LAST VOLUNTEERS WE COULD FIND. WE REALLY HAD TO
SCRAPE THE BOTTOM OF THE BARREL TO FIND THEM."
English Idiom #8
A CLASS ACT
SOPHISTICATED, ABOVE AVERAGE.
"HE OFFERED TO HELP, EVEN THOUGH HE DOESN'T KNOW ME. HE'S A REAL CLASS
ACT."
English Idiom #9
CLEAN UP YOUR ACT
IMPROVE YOUR BEHAVIOR.
"IF YOU ARE EVER GOING TO IMPROVE YOUR ENGLISH SKILLS, YOU MUST START
GETTING TO CLASS ON TIME AND DOING YOUR HOMEWORK. WHY DON'T YOU
CLEAN UP YOUR ACT?"
English Idiom #10

GET YOUR ACT TOGETHER
GET MORE ORGANIZED.
"YOU HAVE BEEN LATE FOR WORK EVERY DAY THIS WEEK. IF YOU WANT TO
KEEP THIS JOB, YOU MUST GET YOUR ACT TOGETHER."
English Idiom #11

A PIECE OF THE ACTION
PARTICIPATION IN AN ACTIVITY. OFTEN RELATED TO GAMBLING OR BUSINESS
TRANSACTIONS.
"I HEARD THAT YOU ARE LOOKING FOR PARTNERS IN YOUR NEW INVESTMENT. IF
YOU DON'T MIND, I WOULD LIKE TO GET IN ON A PIECE OF THE ACTION."
English Idiom #12

ACTIONS SPEAK LOUDER THAN WORDS
"PEOPLE'S INTENTIONS CAN BE JUDGED BETTER BY WHAT THEY DO THAN WHAT
THEY SAY."
English Idiom #13

IN THE AIR
BEING DISCUSSED. GENERALLY OBVIOUS.
"THE DAYS ARE GETTING LONGER AND THE FLOWERS ARE BLOOMING. SPRING IS
IN THE AIR."
English Idiom #14
GO APE
GO CRAZY.
"JACK WAS REALLY ANGRY. I THOUGHT HE WAS GOING TO GO APE."
English Idiom #15

A GREY AREA
SOMETHING THAT IS DIFFICULT TO DEFINE.
I RESEARCHED YOUR CASE BUT THERE ARE NOT ANY BLACK AND WHITE
ANSWERS. YOUR SITUATION SEEMS TO FALL INTO A GREY AREA."
English Idiom #16

UP IN ARMS
ANGRY.
"THE CROWD WAS AGITATED. EVERYONE WAS UP IN ARMS OVER THE
GOVERNMENT DECISION."
English Idiom #17

BE GLAD TO SEE THE BACK OF
BE HAPPY WHEN A PERSON LEAVES.
THAT GUY BOTHERS ME. I'll BE GLAD TO SEE THE BACK OF HIM."
English Idiom #18

GIVE HIM CREDIT
ACKNOWLEDGE AN ACHIEVEMENT OR CONTRIBUTION OF A PERSON."
"ALTHOUGH HE IS NOT EASY TO WORK FOR, YOU HAVE TO GIVE HIM CREDIT FOR
MANAGING THE COMPANY WELL."
English Idiom #19

GO BEHIND SOMEONE'S BACK
DO SOMETHING WITHOUT TELLING SOMEONE.
"DON'T TRUST JANE. SHE ACTS FRIENDLY BUT SHE IS ALWAYS GOING BEHIND
SOMEONE'S BACK."
English Idiom #20

EACH TO HIS OWN
EVERYONE IS ENTITLED TO HIS OWN INDIVIDUAL OPINION.
"I CAN'T SAY THAT I LIKE GEORGE'S NEW FURNITURE. IT SEEMS VERY PLAIN AND
UNCOMFORTABLE. OH WELL, EACH TO HIS OWN."
English Idiom #21

EAGER BEAVER
ENTHUSIASTIC PERSON.
"JOHN DID ALL OF HIS HOMEWORK BEFORE SUPPER. HE SURE IS AN EAGER
BEAVER."
English Idiom #22

EARLY BIRD
A PERSON WHO IS EARLY FOR AN APPOINTMENT.
"SATOKO WAS IN CLASS 30 MINUTES BEFORE ANYONE ELSE. WHAT AN EARLY
BIRD."
English Idiom #23

SCRATCH THE SURFACE
EXAMINE ONLY A PART OF SOMETHING. UNCOVER ONLY A FEW FACTS ABOUT
SOMETHING.
"CANCER RESEARCH IS A VERY LONG-TERM PROCESS. SO FAR, WE HAVE JUST
BEGUN TO SCRATCH THE SURFACE."
English Idiom #24

GIVE HIM THE SLIP
LEAVE HIM. HIDE FROM HIM.
"I THINK THAT MAN IS FOLLOWING US. LET'S GIVE HIM THE SLIP."
English Idiom #25

COLD SHOULDER
TO TREAT SOMEONE IN AN UNFRIENDLY MANNER.
"I DON'T THINK JIM LIKES ME. I TRIED TO SPEAK WITH HIM EARLIER BUT HE
GAVE ME THE COLD SHOULDER."
English Idiom #26

GET THE BALL ROLLING
START SOMETHING.
"ALL RIGHT EVERYONE, WE SPENT A LOT OF TIME PLANNING THIS PROJECT.
NOW, IT'S TIME TO GET THE BALL ROLLING."
English Idiom #27

JUMP ON THE BANDWAGON
JOIN A POPULAR TREND OR ACTIVITY.
"I LIKE THAT NEW PROCEDURE AND I'VE DECIDED TO JUMP ON THE
BANDWAGON."
English Idiom #28

A LOSING BATTLE
SOMETHING THAT CANNOT BE ACCOMPLISHED.
English Idiom #29

KEEP SOMETHING AT BAY
KEEP SOMETHING AWAY.
"SARAH FOUND IT DIFFICULT TO KEEP THE SALESPERSON AT BAY."
English Idiom #30
SPILL THE BEANS
TELL A SECRET.
"I WON'T BE THE ONE TO SPILL THE BEANS."
English Idiom #31

BEGGARS CAN'T BE CHOOSERS
PEOPLE CANNOT COMPLAIN ABOUT SOMETHING THEY GET FOR FREE.
"I DON'T LIKE THE COLOR OF THE SWEATER SHE GAVE ME BUT, BEGGARS CAN'T
BE CHOOSERS."
English Idiom #32

FLESH AND BLOOD
A RELATIVE.
"I MUST HELP HIM. AFTER ALL, HE'S MY OWN FLESH AND BLOOD."
English Idiom #33

GIVE THE BENEFIT OF THE DOUBT
BELIEVE SOMEONE'S STATEMENT, WITHOUT PROOF.
"THE TEACHER'S EXPLANATION DID NOT SEEM LOGICAL, BUT I GAVE HER THE
BENEFIT OF THE DOUBT."
English Idiom #34

A SAFE BET
PROBABLY TRUE. WILL PROBABLY HAPPEN.
"IT'S A SAFE BET THAT YOUR ENGLISH SKILLS WILL IMPROVE QUICKLY IF YOU
STUDY AT VANCOUVER ENGLISH CENTRE."
English Idiom #35

FIT THE BILL
SEEMS CORRECT.
"THAT SEEMS TO FIT THE BILL. I'LL TAKE IT."
English Idiom #36

BLACK AND BLUE
BRUISED.
"HE WAS BEATEN UNTIL HE WAS BLACK AND BLUE."
English Idiom #37

IN COLD BLOOD
WITH COMPASSION OR MERCY. USUALLY ASSOCIATED WITH RUTHLESS MURDER.
"THE ASSASSIN WAS EVIL. HE KILLED HIM IN COLD BLOOD."
English Idiom #38

OUT OF THE BLUE
UNEXPECTED.
"A GREAT IDEA JUST CAME TO ME OUT OF THE BLUE."
English Idiom #39

CALL SOMEONE'S BLUFF
MAKE SOMEONE PROVE WHAT THEY SAY.
"HE IMPLIED THAT HE WOULD TERMINATE MY CONTRACT BUT I CALLED HIS
BLUFF."
English Idiom #40

ROCK THE BOAT
CREATE PROBLEMS FOR OTHER PEOPLE.
"EVERYONE LIKES ANTONIO. HE DOESN'T ROCK THE BOAT."
English Idiom #41
BY THE BOOK
DOING SOMETHING ACCORDING TO THE RULES.
"HE IS A GOOD COP. HE DOES EVERYTHING BY THE BOOK."
English Idiom #42

GIVE SOMEONE THE BOOT
DISMISS OR TERMINATE SOMEONE.
"MR. SMITH IS AN EASY BOSS TO WORK FOR. HE DOESN'T LIKE TO GIVE SOMEONE
THE BOOT."
English Idiom #43

GET TO THE BOTTOM OF
LEARN ABOUT AND UNDERSTAND FULLY.
"WE ARE NOT SURE WHAT HAPPENED BUT WE INTEND TO GET TO THE BOTTOM
OF THIS."
English Idiom #44

OUT OF BOUNDS
NOT PERMITTED.
"HANS WANTED TO ASK MARY OUT ON A DATE BUT I EXPLAINED THAT SHE IS
OUT OF BOUNDS. MARY IS ENGAGED TO JACK."
English Idiom #45

BREAD AND BUTTER
REGULAR INCOME.
"WE ARE VERY DEPENDENT ON OUR ADVERTISING REVENUE. IT'S OUR BREAD
AND BUTTER."
English Idiom #46

THE BEST THING SINCE SLICED BREAD
A GOOD INVENTION OR INNOVATION.
"I LOVE THIS PAPER FOLDING MACHINE. IT'S THE BEST THING SINCE SLICED
BREAD."
English Idiom #47

GIVE ME A BREAK
DON'T EXPECT ME TO BELIEVE OR AGREE WITH THAT.
"YOU THINK THE TEACHER IS JOKING? GIVE ME A BREAK."
English Idiom #48

DON'T HOLD YOUR BREATH
DON'T WAIT TOO LONG BECAUSE IT MIGHT NOT HAPPEN.
"YES, IT'S POSSIBLE THAT THEY WILL LOWER TAXES BUT DON'T HOLD YOUR
BREATH."
English Idiom #49

CROSS THAT BRIDGE WHEN YOU COME TO IT
DEAL WITH A PROBLEM IF AND WHEN IT BECOMES NECESSARY.
"I'M NOT TOO WORRIED ABOUT A POSSIBLE DOWNTURN IN THE ECONOMY.
ANYWAY, LET'S CROSS THAT BRIDGE WHEN WE COME TO IT."
English Idiom #50

THE BUBBLE HAS BURST
A PREVIOUSLY POSITIVE SITUATION HAS ENCOUNTERED A SERIOUS PROBLEM.
"LAST YEAR, THE STOCK MARKET WAS DOING VERY WELL. UNFORTUNATELY, IT
SEEMS THAT THE BUBBLE HAS BURST."
English Idiom #51

THE BUCK STOPS HERE
PROBLEMS ARE RESOLVED HERE.
"A LOT OF PEOPLE TRY TO PASS PROBLEMS ON TO OTHER PEOPLE. AT MY DESK,
HOWEVER, THE BUCK STOPS HERE."
English Idiom #52

BURN YOUR BRIDGES
MAKE IT IMPOSSIBLE TO RETURN.
"BE POLITE WHEN YOU HAND IN YOUR RESIGNATION. AFTER ALL, YOU DON'T
WANT TO BURN YOUR BRIDGES."
English Idiom #53

MY EARS ARE BURNING
I THINK SOMEONE IS SAYING SOMETHING ABOUT ME.
"PIERRE IS TALKING AGAIN. MY EARS ARE BURNING."
English Idiom #54

PUT ON THE BACK BURNER
LEAVE IT FOR LATER.
"I DON'T THINK WE WILL HAVE TIME TO COMPLETE IT THIS YEAR. LET'S PUT IT
ON THE BACK BURNER."
English Idiom #55

SOMEONE MEANS BUSINESS
SOMEONE IS SERIOUS
"WATCH OUT FOR HARRY. HE IS SOMEONE WHO MEANS BUSINESS."
English Idiom #56

AT THE TOUCH OF A BUTTON
QUICKLY AND EASILY.
"NO PROBLEM. I CAN CHANGE YOUR ACCOUNT INFORMATION AT THE TOUCH OF
A BUTTON."
English Idiom #57
HAVE YOUR CAKE AND EAT IT
ENJOY SOMETHING WITHOUT PAYING FOR IT.
"JUAN CARLOS EXPECTED TO PASS WITHOUT STUDYING. UNFORTUNATELY, YOU
CANNOT HAVE YOUR CAKE AND EAT IT, TOO."
English Idiom #58

A CLOSE CALL
SOMETHING (USUALLY BAD) ALMOST HAPPENING.
"THAT CAR ALMOST HIT US. THAT WAS A CLOSE CALL."
English Idiom #59

ENOUGH IS ENOUGH
THIS SHOULD STOP.
"I HAVE LISTENED TO HIS COMPLAINTS FOR YEARS BUT ENOUGH IS ENOUGH."
English Idiom #60

A FAT CAT
A WEALTHY PERSON.
"FERNANDO HAS EVERYTHING HE NEEDS. HE'S A REAL FAT CAT."
English Idiom #61

MY TWO CENT'S WORTH
MY HUMBLE OPINION.
"HE SEEMS LIKE A CORRUPT POLITICIAN. THAT'S JUST MY TWO CENT'S WORTH.
English Idiom #62

HANG OUT
BE TOGETHER. SPEND TIME WITH EACH OTHER.
"HEY LAUREN, LET'S GET TOGETHER AT THE STARBUCKS ON ROBSON. WE CAN
JUST HANG OUT AND PRACTICE OUR ENGLISH."
English Idiom #63

A CHANGE OF HEART
A CHANGED OPINION.
"AT ONE TIME, I SUPPORTED GEORGE BUSH. AS TIME WENT ON, HOWEVER, I HAD
A CHANGE OF HEART."
English Idiom #64

GET SOMETHING OFF YOUR CHEST
EXPLAIN SOMETHING THAT IS BOTHERING YOU.
"GARY, YOU DO NOT SEEM HAPPY. IS THERE SOMETHING YOU WOULD LIKE TO
GET OFF YOUR CHEST?"
English Idiom #65

DON'T COUNT YOUR CHICKENS BEFORE THE EGGS HAVE HATCHED
DO NOT MAKE PLANS FOR SOMETHING THAT MIGHT HAPPEN.
"YES, I THINK WE WILL PROBABLY GET A RAISE IN PAY THIS YEAR. REMEMBER,
THOUGH, DON'T COUNT YOUR CHICKENS BEFORE THE EGGS HAVE HATCHED."
English Idiom #66

A CHIP ON HIS SHOULDER
HE IS ANGRY ABOUT SOMETHING.
"I DON'T KNOW WHY HE IS SO UNHAPPY. HE SEEMS TO HAVE A CHIP ON HIS
SHOULDER.
English Idiom #67

COME FULL CIRCLE
A PROCESS HAS BEEN COMPLETED.
"THE SALMON HAS RETURNED TO THE PLACE WHERE IT ORIGINALLY HATCHED.
ITS LIFE CYCLE HAS COME FULL CIRCLE."
English Idiom #68

SQUEAKY CLEAN
LEGITIMATE AND PROPER.
"WE CHECKED ALL OF HER REFERENCES. SHE IS SQUEAKY CLEAN."
English Idiom #69

IN THE CLEAR
OUT OF TROUBLE.
"HIS INNOCENCE HAS BEEN PROVEN. HE IS IN THE CLEAR."
English Idiom #70

STEER CLEAR OF
AVOID.
"SHE IS NOT VERY NICE. I THINK WE SHOULD STEER CLEAR OF HER."
English Idiom #71

ROUND THE CLOCK
ALL DAY.
"HE IS A VERY HARD WORKER. HE USUALLY WORKS ROUND THE CLOCK."
English Idiom #72

TURN BACK THE CLOCK
GO BACK IN TIME.
"I FEEL OLD. I WISH I COULD TURN BACK THE CLOCK."
English Idiom #73

LIKE CLOCKWORK
WITH MECHANICAL EFFICIENCY.
"HE IS VERY PREDICTABLE. HE ALWAYS EATS AT THE SAME TIME, LIKE
CLOCKWORK."
English Idiom #74

WAKE UP AND SMELL THE COFFEE
THINK MORE REALISTICALLY
"HE DOES NOT RESPECT YOU AS MUCH AS YOU THINK. WAKE UP AND SMELL THE
COFFEE."
English Idiom #75

THE OTHER SIDE OF THE COIN
ANOTHER VERSION OF A STORY OR EVENT.
"THE GLOBAL SUMMIT WILL ENCOURAGE MEANINGFUL DIALOGUE. ON THE
OTHER SIDE OF THE COIN, IT MIGHT RESULT IN VIOLENT PROTESTS."
English Idiom #76

LEFT OUT IN THE COLD
LEFT UNAIDED OR UNPROTECTED.
"THEY DON'T INCLUDE ME IN THEIR GROUP. I FEEL LEFT OUT IN THE COLD."
English Idiom #77

WITH FLYING COLORS
WITH ENTHUSIASM AND EXUBERANCE.
"I CAN'T WAIT TO SEE YOU ALL. I'LL BE THERE WITH FLYING COLORS."
English Idiom #78

SCRAPE BY
HAVE JUST ENOUGH BUT NOT MORE.
"OUR BUDGET IS NOT SATISFACTORY BUT WE WILL FIND A WAY TO SCRAPE BY."
English Idiom #79
A TOUGH COOKIE
A STUBBORN, STRONG PERSON.
"DON'T GET SHIRLEY UPSET. SHE IS A TOUGH COOKIE."
English Idiom #80

KEEP YOUR COOL
DO NOT BECOME UPSET.
"RELAX. KEEP YOUR COOL."
English Idiom #81

LOSE YOUR COOL
BECOME UPSET.
"DON'T GET UPSET. IF YOU LOSE YOUR COOL, IT WILL MAKE MATTERS WORSE."
English Idiom #82

IN A TIGHT CORNER
WITHOUT ANY GOOD OPTIONS.
"MILO HAS RUN OUT OF OPTIONS. IF HE TAKES ANY MORE CHANCE, HE MIGHT
FIND HIMSELF IN A TIGHT CORNER."
English Idiom #83

A COUCH POTATO
A LAZY PERSON.
"LUIS FERNANDO JUST WATCHES TELEVISION ALL DAY. HE IS REALLY A COUCH
POTATO.
English Idiom #84

TAKE ITS COURSE
A SITUATION DEVELOPS NATURALLY.
"THERE IS NOTHING WE CAN DO TO RELIEVE THE EFFECTS OF HER DISEASE. WE
CAN ONLY WAIT AND LET THE ILLNESS TAKE ITS COURSE."
English Idiom #85

UP THE CREEK
IN TROUBLE.
"I WARNED BILL BUT HE WOULD NOT LISTEN. NOW, HE IS UP THE CREEK."

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Broad-based the three primary modules are:

Accent comprehension consists of the followings sub-modules:

Soft Skills consists of the following sub-modules:

Corporate English Training

Written English Skills

Another additional module is that of written English. However, written English is

Given here is a typical spoken English training program:

The non-verbal presentation factors are:

Speech pattern: slow, hesitant, fast, jerky, abrupt or even-steady pace.

Facial expression: This includes:

Advanced Grammar: This includes the following -

Control stage fright

Check all arrangements

Recommended site : public speaking

Interrupting the speaker

Barriers while speaking:

The other barriers include:

An individual's subjective viewpoint towards issues/people, which leads to assumptions.

List Of Communication Skills

Taking responsibility for one's messages

Good Communication Skills

Verbal Communication Skills

Assert respectfully : It is important that one develops speaking up assertive communication

Definition Of Communication Skills

Types Of Communication Skills

Importance Of Communication Skills

Effective Communication Skills

Verbal Communication Skills

Good Communication Skills

List Of Communication Skills

Communication Skills Training

Basic Communication Skills

Improving Communication Skills

Corporate English Training

Customised Corporate Training Workshops

Call Center Training

ASSIGNMENT 1: Making it Flow

ASSIGNMENT 2: The end of the affair

1. Spoken English and Class, Race or Gender

2. Spoken English as a Cultural Form

3. Spoken English and Empowerment

4. Speech and Writing

Deadline ONE MONTH after the last day of the course

M. A. K. Halliday, Spoken and Written Language (coursebook library)

Andersen, Roger, The Power and the Word (80)

WRITING AND SPEECH

leaves out the prosodic (intonation, pauses)

Linguistics and grammar mostly describe the written language

is as structural and as functional as writing

think in a situational rather than a categorical way

Communication whose form is determined by its social purpose. Language in

Surface cohesion (e.g. a certain length, register) + deeper coherence

o Linguistic: language of advertising

o Social psychology: discourse of racism

o Authority: academic discourse

The 'dominant discourse' (DD)

RP, Standard English, supported by schools, universities, grammars, the BBC

PC: exposes racist and sexist structures in the DD

1. privileges (pension rights, access to certain job, immigration rights)

3. conventions ('femininity', oppression)

Some expressions ('such as anyway') have no meaning except as discourse markers.

Speech and Power