Intonation and Tone
E. INTONATION AND TONE
Appropriate Intonation and Tone
Pacing /
Rate of Speech
Word Stress and Emphasis
No Error
Appropriate intonation patterns were observed all
throughout the call. There was never an instance when the
intonation applied altered the context of utterance.  The
Advocate did not sound tired or bored during the
conversation.
Member did not react or remark (negatively) on the
Advocate’s pacing. Matched Member's pace when needed
(e.g. senior citizens having hearing difficulties). If Member
asked Advocate to change pace the first time, this will not be
counted against the Advocate’s score.  Words were properly
articulated regardless of pacing.
Advocate used clear and appropriate word stress.
Feedback
Appropriate intonation patterns were observed almost all the
time. Although there were some instances when the
intonation applied may have altered the context or meaning
of utterance.  There were a couple of times when the
Advocate  sounded bored or disinterested.
Conversation partner had to ask the Advocate TWICE to
change pace (has to be specifically stated by partner). Despite to be specifically stated by partner).  Member was annoyed by
this, customer was not annoyed by the Advocate’s lack of
immediate action on his request.  Words were properly
articulated regardless of pacing. Overtalk, cross talk
happened during the call. Member had to interject but was
not given time or a chance to speak. Some mumbling and
eating of one's words occurred.
Advocate communicated with less than 5 word stress issues.
Error
Appropriate intonation patterns were rarely showcased
throughout speech. Inappropriate intonation pattern was
applied to speech most of the time which lead or may result
to miscommunication.  Exaggerated singsong pattern was
exhibited more than 50% of the time; Advocate’s effort in
applying intonation may be very obvious and exaggerated
most of the time.; Advocate sounded bored or uninterested
during most parts of his speech.
Member had to ask the Advocate TWICE to change pace (has
Advocate’s inability to address this need. A couple of words
were not properly articulated because of pacing. HA ate his /
her words consistently throughout the call.
Advocate communicated with more than 5 and more word
stress issues.