Voice Build Training Program

Part 1: Improving Conversations

Accenture Confidential.
 Voice Build Training
Program

WELCOME!
Getting Started Wellness Check House Rules Training Proper

Attendance Chromebook Housekeeping Pre-Assessment

Quick Introduction Systems and Tools Breaks Course Introduction
Agenda for the Day Connectivity Participation Training Agenda
Environment Punctuality Oral Practice

CONFIDENTIAL
Introduction: Have you ever…

• Found yourself in a conversation that got long and winding

because you were groping for words?

• Felt frustrated whenever you end up using fillers and redundant

words in order to avoid dead air?

• Experienced being corrected in an interaction because you

misused or misinterpreted expressions?

• Been a part of a discussion where nothing was resolved because

those involved didn’t know how to handle conflict?

Accenture Confidential.
Learning Objectives: What’s for today?

Upon completing the module, the participants will be able to:

• Distinguish the various components
of effective business conversations
• Complete an orientation on the
fundamentals of conversational
patterns
• Recognize a variety of effective
expressions that are correct,
appropriate, and functional
• Demonstrate confidence and fluency
in thought and expression when
communicating in English

Duration: 8 hours

Accenture Confidential.
Course Agenda

Lesson Name Time

Pre-Assessment 30 mins
Course Introduction 30 mins
Framing the Message 1 hr 30 mins
Organizing Conversations 2 hrs 15 mins
Dealing with Filters and Barriers 1 hr 15 mins
Achieving Appropriateness 1 hr 15 mins
Course Wrap-Up 15 mins
Post-Assessment 30 mins

Accenture Confidential.
Course Expectations

Be prompt and punctual

• Be ready to learn when the session begins
– 1st break and 2nd break – 15 minutes
– 1-hr Lunch break
Be prepared to participate
• Raise questions, share insights, and give examples
Be a polite and positive participant
• Speak in a normal tone of voice, and listen attentively
• Be part of creating a safe learning environment
Be productive
• Share not just your time but your energy and your thoughts
Be a problem-solver
• Be proactive and become part of a solution to problems raised!
Be analytical and open-minded
• Accept feedback and recognize areas for improvement

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Pre-Assessment

In 30 minutes, complete the randomized

and individualized oral pre-test provided
by the Trainer. Please follow all
instructions carefully.

Accenture Confidential.
Organizing and Sequencing
ACTIVITY: Complete the Message with these…

• In the first place • Because

• Ever since • In addition
• Of course • Finally
• Although • On the contrary
• If there • Also
• Otherwise • Most importantly

Accenture Confidential.
Let’s Test Ourselves!
Impromptu Exercise: Act out the following

1) Introduce yourself to a new co-worker

2) Introduce a former colleague from another company who
just joined your team
3) React to a teammate who barged in late to an important
client meeting
4) Correct somebody presenting an inaccurate data on a
conference call
5) Interrupt a heated argument between your supervisor and
his manager because you have an urgent question
6) Politely end an interesting conversation with a new manager
because you have an important meeting

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Course Introduction

When communicating in a
business environment, how
you construct your messages
is very important.
Ultimately, your goal is to
either disseminate or obtain
information, and with time
being a large factor in today’s
market, you definitely want to
get it right the first time
around!

Accenture Confidential.
 The Communication Process
2
The sender sends a message to a
receiver through content (spoken or
written words) and context (non-
verbal actions).
1 3

Filters / Barriers
The sender The receiver
generates an idea translates the
or concept to be message into a
communicated. Sender Receiver concept using
active listening.

4
The receiver provides
feedback to the sender to
confirm the message has been
understood.

Accenture Confidential.
Communication Vehicles

• Face-to-face
• Telephony
• Electronic
• Paper-based

Accenture Confidential.
Communication Barriers

• Physical
• Cultural
• Linguistic
• Emotional
• Attitudinal
• Technical
• Knowledge-based
• Poor listening skills
• Lack of audience understanding

Accenture Confidential.
Communication Barriers (cont’d)

Physical: including distance, geographical proximity, closed

office doors, and background noise.

Language: differing expressions, jargon, accents, talking

speed, dialect, or language altogether.

Cultural: professional standards, attitudes, and morals may

differ.

Knowledge: what the audience already knows or doesn’t

know about the subject.

Accenture Confidential.
Communication Barriers (cont’d)

Emotional: suspicion, fear, mistrust, low morale, or

overconfidence.

Attitudinal: assumptions, misinterpretations, perceptions,

bias, mindsets.

Technical: including network problems and telephony

issues.

Poor listening skills: lack of empathy and understanding,

preoccupation.

Lack of audience understanding

Accenture Confidential.
Acknowledging Differences

People naturally have different ideas and ways of expressing

themselves. In most cases, people can work out differences.
But communication problems can turn into more serious
conflicts that can affect morale, productivity, relationships,
and job performance.

Accenture Confidential.
Activity

Perform the impromptu oral exercises

provided by the Trainer. Please follow
all instructions carefully.

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Form vs. Use: What makes up Grammar?

• Pertains to the TOOLS that make

up the structure of an entire given
language

• A series of DIRECTIONS of the

way the language works

• English grammar = the English

way of saying things

Accenture Confidential.
Organizing and Sequencing
ACTIVITY: Complete the Message with these…

• In the first place • Because

• Ever since • In addition
• Of course • Finally
• Although • On the contrary
• If there • Also
• Otherwise • Most importantly

Accenture Confidential.
The Importance of Organizing Ideas

• Basic conversational skills are sometimes “good enough” but

to draw out implied or inferred meanings, more complex skills
produce deeper insights.

• Complex skills are necessary when conversations cross

geographies, levels of expertise, and most importantly, levels
of authority.

• Developing inquiry and organizational skills of conversation

impacts how effectively our ideas get shared.

Accenture Confidential.
Organizing and Sequencing Ideas

• Organize and re-organize your thoughts accordingly

• Plan out the directions the conversation may go
• Apply coordination and subordination devices
• Be aware of non-verbal
• Be concise
• Be a good listener

Accenture Confidential.
Techniques in Organizing and Sequencing Ideas

Cohesive Devices:
• Use reference words
• Apply substitution
• Practice repetition
• Omit words deliberately
• Use parallel construction
• Use transition words

Discourse Markers:
• Use signposts
• Manage conversations
• Use connective devices
• Influence reaction
• Express attitude
Accenture Confidential.
Other Organizing and Sequencing Devices

Beginning: Interruptions / New Elements to the Story:

• Firstly… • Suddenly…
• First of all… • Unexpectedly…
• To start off with…
• Initially… Events Occurring at the Same Time:
• While / As…
Continuing: • During…
• Then…
• After that… Ending:
• Next… • Finally…
• As soon as… • In the end…
• When… but then • Eventually…
• Immediately… • Lastly
Accenture Confidential.
Activity

Perform the impromptu oral exercises

provided by the Trainer. Please follow
all instructions carefully.

Accenture Confidential.
Applying Verbal Cues

Emphasis Cues
• You need to know / note / understand /
remember / think about…
• This is important / key / basic…
• Let me emphasize / repeat / explain /
clarify that…
• Why is it?

Organization Cues
• The topic is / Today we shall discuss…
• First of all…
• Then… next…

Accenture Confidential.
Applying Verbal Cues (cont’d)

Organization Cues
• As a result…
• In the following order…
• In conclusion…
• To summarize / review / recap…

Mannerism Cues
• Repeat words / phrases for emphasis
• Stress important words
• List or read a list
• Speak more slowly or loudly
• Vary tone and use emphatic stress
• Ask rhetorical questions
Accenture Confidential.
Let’s Practice!
ACTIVITY: Answer the following

1) How do you get to the office from your house?

2) What do you do during long weekends?
3) How do you practice work-life balance?
4) When was the last time you experienced a stressful
situation and how did you manage it?
5) Where do you usually go when dining out?
6) What is good customer service for you?
7) How would you describe your last job interview?
8) Why do you think people enjoy ‘malling’?
9) How would you describe your communication style?
10) What are the ways you learn best when you are in a new
environment?

Accenture Confidential.
 Voice Build Training Program
Part 2: Developing Conversation Strategies

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Let’s Test Ourselves!
Impromptu Exercise: Act out the following

1) Introduce yourself to a new co-worker

2) Introduce a former colleague from another company who
just joined your team
3) React to a teammate who barged in late to an important
client meeting
4) Correct somebody presenting an inaccurate data on a
conference call
5) Interrupt a heated argument between your supervisor and
his manager because you have an urgent question
6) Politely end an interesting conversation with a new manager
because you have an important meeting

Accenture Confidential.
Thought to Word Formation: What’s wrong with this
exchange?

Customer: "My computer crashed!“

Tech Support: "It crashed?“
Customer: "Yeah, it won't let me play my game...“
Tech Support: "All right then, hit Control-Alt-Delete to reboot it.“
Customer: "No, it didn't crash - it crashed!“
Tech Support: "Huh?“
Customer: "I crashed my game. That's what I said before! I crashed
the spaceship, and now it doesn't work.“
Tech Support: Click on "File", then "New Game".
Customer: [pause] "Wow! How'd you learn how to do that?"

Accenture Confidential.
Review: The Importance of Organizing Ideas

• Basic conversational skills are sometimes “good enough” but

to draw out implied or inferred meanings is more complex skill
that produce deeper insights.

• Complex skills are necessary when conversations cross

geographies, levels of expertise, and most importantly, levels
of authority are involved

• Developing inquiry and organizational skills in conversation

impacts how effectively our ideas get shared.

Accenture Confidential.
Conversation Patterns: How do you organize your
conversations?

Opening or closing conversations

Taking turns
Interrupting
Using silence
Interjecting
Use of non-verbal
Sequencing
Applying appropriateness

Accenture Confidential.
Pattern 1: Opening a Conversation

• Ask easy questions

• Ask something about the other person
• Check your list
• Use triggers around you
• Get to the point
• Get the formal start done well with a greeting
• Introduce yourself
• Say something wrong
• Script the start
• Shock and awe
• Wit and wisdom

Accenture Confidential.
Talk Time: Let’s Practice!

Introducing yourself
This is Ken.
Ken speaking

Asking who is on the telephone

Excuse me, may I know who’s calling please?
Can I ask who is calling, please?

Asking for Someone

Can I have extension 321 please?
Could I speak to...? (Can I - more informal / May I - more formal)
Is Jack in? (informal idiom meaning: Is Jack in the office?

Accenture Confidential.
Talk Time: Let’s Practice! (cont’d)

Connecting Someone
I'll put you through (put through - phrasal verb meaning 'connect')
Can you hold the line please? Can you hold on a moment please?

How to reply when someone is not available

I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is being used)
Mr Jackson isn't in... Mr Jackson is out at the moment...

Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?

Accenture Confidential.
Process Check: How did you fare so far?

• How is introducing oneself important in a conversation?

• Which part of the activity did you encounter difficulty?
• What variations in wording or phrasing were you able to
develop?
• How did you recognize when it is your turn to talk?
• Were there instances when you got interrupted or that you
had to be the one to interrupt yourself?
• How did you use silence in your interaction?

Accenture Confidential.
Impromptu Exercise: Let’s Test Ourselves!

1) A conference call has already started when you joined in. You were asked to
introduce yourself. What will you say?
2) Two of your teammates are having a heated discussion when you noticed your
business manager is approaching. What are you going to tell your teammates?
3) In a team meeting your supervisor is presenting a statistical report based on
the data you provided. You noticed an inaccuracy in the data. How would you
interrupt him and address the situation?
4) While in a client meeting you received an important text message from a family
member. How will you excuse yourself?
5) You're in a hurry to leave a team meeting. What do you say?
6) You really don't want to leave, but you needed to go because of another
scheduled meeting.
7) You just met someone at a party, but you have to leave the party early.
8) You are "seeing someone off" at the airport or train station and you needed to
excuse yourself from a team huddle.

Accenture Confidential.
Pattern 2: Taking Turns

• Use pauses
• Observe in-breaths
• Apply sentence intonation
• Use question intonation
• Speaker changes
• Avoid silence and overlap

Accenture Confidential.
Pattern 3: Interrupting and Interjecting

• Enthusiastically agree
• Use non-verbal signal to indicate intention to butt in
• Ask for clarification. Check you understand
• Continue and pick up where they might leave off
• Disagree with what is said
• Appear disinterested in what they say
• Become distracted by something else
• Encourage and keep them talking
• Use a third party to interrupt

Accenture Confidential.
Pattern 3: Interrupting and Interjecting (cont’d)

• Prod the identity of the person

• Talk more loudly than the other person
• Jumpinandtalkquickly
• Just ask them a question
• Use your power to grab control
• Ask permission if you can interrupt
• Touch them gently as you interrupt
• Say 'Yes, and,...'
• Say 'Yes, but...'

Accenture Confidential.
Pattern 4: Using Silence

• An important part of emotional intelligence

• An indication of empathy
• Can be the creation of a listening space
• Can be intentional rudeness
• Can indicate contemplation
• Can indicate respect
• Can indicate profoundness, awe or horror
• Can indicate disagreement
• Can indicate hostility
• Puts pressure on the other person

Accenture Confidential.
Talk Time: Let’s Practice!

Interrupting
May I have a word?
If I may, I think...
Excuse me for interrupting… I’d like to say / add / mention / point out that…
May I come in here?

Giving Opinions
I (really) feel that... I think… In my opinion...
The way I see things...
If you ask me,... I tend to think that... If I may suggest…

Asking for Opinions

Do you (really) think that...
(name of participant) can we get your input? May we hear your thoughts… do
you have another suggestion… would you like to share your opinion?
How do you feel about...? What do you think about…?
Accenture Confidential.
Talk Time: Let’s Practice (cont’d)
Commenting on Other Opinions
I never thought about it that way before.
Good point! / That’s a valid point / That’s what I thought so, too…
I get your point / I see what you mean / I get what you’re saying…

Agreeing with Other Opinions

Exactly! / I agree! / I agree with you…
That's (exactly) the way I feel… I have the same opinion… I feel the
same way… It’s the same feeling I have…
I have to agree with (name of participant).

Disagreeing with Other Opinions

Up to a point I agree with you, but / however…
(I'm afraid) I can't agree / The way I see it is different… I have a different
thought however…
Accenture Confidential.
Talk Time: Let’s Practice! (cont’d)
Advising and Suggesting
We should... / Why don't you... / How about if we do this... / What about
if we do this instead…
I suggest / recommend that... / If I may suggest that…

Clarifying (speaker point of view)

Were you able to get my point? / Was I able to make myself clear?
Do you see what I'm getting at? / Let me put this another way...
I'd just like to repeat that... / I’d like to point out that… / If I may just
clarify that…

Requesting Information (receiver point of view)

If it’s ok, would you mind providing… / If I may, I'd like you to...
Would it be ok if you give me... / I wonder if you could...

Accenture Confidential.
Talk Time: Let’s Practice! (cont’d)

Asking for Repetition

I didn't catch that. Could you repeat that, please?
I missed that. Could you say it again, please?
Could you run that by me one more time?

Asking for Clarification (receiver point of view)

I'm afraid I don't quite understand what you’re getting at.
Could you explain to me how that is going to work?
I don't see what you mean. Could I have some more details, please?

Asking for Verification (casual conversation)

Do you mean that...?
Is it true that...?

Accenture Confidential.
Process Check: How did you do this time?

• How well did you use turn-taking, silence, and interrupting

in the scenarios you presented?
• Which specific work scenarios do you think turn-taking
can be very useful?
• Which aspect of a meeting can silence be most suitable
and best applied?
• During which part of a discussion can interrupting be
practical and appropriate?

Accenture Confidential.
Pattern 5: Using Non-Verbal

• Modifying speech: particularly significant when taken

combination with speech and when used at key points in speech,
for example in creating emphasis.
• Replacing speech: pointing with hands, gestures with fingers,
tilting of head, movement of facial muscles
• Controlling conversation: butting in to take control, speaking
louder or faster to retain control, pausing, stopping to request
others to speak, leaning forward, looking away or moving back to
show non-readiness to listen
• Conveying personality and status
• Expressing emotion

What specific work scenarios can these

techniques be applied? Cite your own examples.
Accenture Confidential.
Pattern 6: Closing a Conversation

Sample Pre-Closing Expressions

• I think it’s a productive meeting. I’ll get the actions complete by
this date…
I think we covered all the points. We expect to see the agreed
action plans on the target dates.
• It’s been a fruitful discussion.
• It's been nice meeting you.
It's been great talking with you.
• I'm sorry, but I have to go now.
I'm afraid I have to leave now.
• Thanks for the information/ your time.
Thanks for taking the time to talk with us.
Remember: Expressions used in closing a
conversation vary depending on the context given.
Accenture Confidential.
Aspect 6: Closing a Conversation (cont’d)

Sample Follow Up Expressions

• I'll give you a call as soon as we get an update on this.
I'll send you an e-mail of the minutes of this meeting.
I'll forward the documents pertinent to the discussion today.
• We'll send out that information right away.
I'll have my team schedule an appointment with the project POC.
• Could you send me some more information on this initiative?
Could I contact you at your office?
• Who should we reach out to if there are questions?
Who should we coordinate with regarding this project?
• How do I get in touch with you?
How can I reach/contact you?

Accenture Confidential.
Closing a Conversation (cont’d)

Sample Closing Expressions

• We’ll expect the action items completed by…
We’ll talk to you next week…
• I look forward to your team’s updates on this.
We’ll forward the results of the project on…
• Let me give you my contact number.
Here's our e-mail/office number…
• We’ll keep in touch with you.
We’ll call you if we have any questions.
Call us if you have questions.

Remember: Closing expressions also vary depending

on the repetitiveness of your interaction with the
client or customers.
Accenture Confidential.
Summative Activity: How would handle closing these
situations?

1. You're in a hurry to leave a team meeting. What do

you say?
2. You really don't want to leave, but you needed to
go because of another scheduled meeting.
3. You just met someone at a party, but you have to
leave the party early.
4. You are "seeing someone off" at the airport or train
station and you needed to excuse yourself from a
team huddle.

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Filters and Barriers: What’s wrong with this scenario?

A woman called the Cannon help desk with a problem with

her printer.

The Tech Support officer asked her if she was "running it

under Windows."

The woman then responded, "NO, my desk is next to the

door. But that's a good point... The man sitting in the cubicle
next to me is under a window, and his is working just fine."

Accenture Confidential.
What are Filters and Barriers?

• Our everyday lives are flooded with information, however, not

all of it is absorbed or comprehended. This is because it is
filtered through emotion, culture, situational context, and
personal beliefs.
• Filters influence the receiver’s perception and interpretation
of a message resulting in either acceptance or rejection of an
idea.
• Often filters block out critical information and become
barriers to effective communication.
Filters / Barriers

Sender Receiver

Accenture Confidential.
Talk Time: Spot the common barrier in the following…

• Attending a conference call with people from different

countries
• Conducting orientation training to new assessor hires
• Responding to a flaming email
• Sending an email to a client on possible delay in
deliverable
• Writing a post-mortem report on an issue logged by a
client

Accenture Confidential.
The LEAP Process:
Developing Tension-Reducing Skills

• Listen
• Empathize
• Ask
• Propose

Accenture Confidential.
The LEAP Process

Listen without judgment, without interrupting in order to

truly understand the client’s point of view

Empathize with the client’s issues and see the concern

from their point of view

Ask questions so that you understand and value the

client’s concerns, restating your understanding to make
sure you are accurate

Propose your thoughts and tentative solutions; voicing

them in a collaborative, problem-solving manner

Accenture Confidential.
When to Use LEAP

• Address concern
• Manage objections
• Avoid confusion
• Establish a connection
• Provide confirmation
• Deter pushback
• Build credibility
• Maintain a relationship

Accenture Confidential.
Responding to Conflict and Resistance

Be aware: Be ready to pick up

nuances, the non-verbal, changes in
tone of voice and expressions, as
well as the overt signals of
“resistance”

Stop and shift: temporarily give up

your agenda to respond to your
client’s “resistance,” check for
understanding, and clarify

Accenture Confidential.
LEAP: Listen

• Our tendency when interacting with people is usually

to respond in kind with a statement or assurance

• Instead, we should listen or encourage more input –

you can do this by using a simple statement like “I’m
listening” or through “active listening”

• When you listen:

1) It allows the person to be heard
2) It gives you time to think

Accenture Confidential.
LEAP: Empathize

• It demonstrates that you understand the person and

it is the most important part of the process

• It can be a long empathetic statement or a summary

that serves as an “acknowledgment”

• How to show empathy:

1) Acknowledging by saying “I see your point” or
“I’d feel the same way”
2) Legitimizing what the client feels by
communicating to the person that “you get to
decide how you feel”

Accenture Confidential.
LEAP: Ask

• Clarify information by asking, and then paraphrase

briefly to ensure that you understand the issue

• Be careful not to overdo your clarification; be brief and

demonstrate that you get the point

• By asking and clarifying information:

1) You are involving the client
2) Provides an opportunity for you to validate your
understanding by paraphrasing the client’s message
3) And by paraphrasing, it buys you time!

Accenture Confidential.
LEAP: Propose

• Provides an air of tentativeness and cooperation

• Serves to communicate what you can do for the client

and not what you can do to the client

• Proposing allows you to:

1) Provide alternative steps instead of just mandating a
specific solution or presenting the problem
2) Say “here’s what I propose, tell me what you think”
3) Begin the problem-solving process

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Call Handling Scenarios: Mock Calls Preparation

• Inquiring / requesting for information

• Correcting information
• Asking for additional help / support
• Probing
• Verifying
• Delivering bad news
• Managing irate callers
• Addressing dissatisfaction
• Zero tolerance cases

Accenture Confidential.