Speaking require confidence. And you can immediately determine right away from the voice whether a person is sure of his stuff. When I first started out I am often unsure because I lacked a lot of product knowledge regarding Starhub. Therefore I always "Erm, Huh, Loh' which thinking back is quite worrying especially if I am on the other side of the phone asking for help to solve the problem.
As time goes by and I learned and understand more about what I am dealing with, the explanation and communication gets better. I am able to calm myself, talk at a slower space and try to make myself understood to the caller in lay man term so he/she is able to understand the point I wish to make. Sometimes I do get carried away and tend to talk a little bit faster and that is when a lot of "erms, huh" came in.
Back in Polytechnic during presentation, I always talk fast not because I'm afraid of the presentation but because I have this misconception that fast english speaker like those foreigners is always better. After listening to so many calls from them and not understand what the hell are they saying, by forcing myself to speak in clear, concise, steady english is always better than rushing thru the entire conversation.
I am not saying my grasp of english language or my communication skills have reached a certain level but I am still learning to communicate effectively and I'm glad I managed to gain something out of this job stint. I'm not afraid of speaking to people over the phone and hopefully I hope to translate this skill to talking to people from all walk of life as well.
but I also understand I kept to myself too much, shunning away from people I don't know well, withdrawing to myself in deep thoughts. If there is an environment to force me to open out, that will be great as well in improving my soft skills for the working world.
posted by Immortali @ 11:46 pm
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