Effective verbal communication: Balancing listening and speaking skills
As a starting point, the businesses that we heard from in our research were clear that listening is just as important a skill as speaking when it comes to making hiring decisions.
Anyone who has been through sales or customer support training in the past will likely be familiar with the phrase ¡°you have one mouth but two ears,¡± meaning that, in a professional context, our ability to listen, actively and attentively, for detail and nuance, can be twice as valuable as speaking. A test that didn¡¯t place equal weight on comprehension and productive speech when assessing communicative ability would be missing the mark.
Evolving expectations around speech
Our research also pointed to expectations around speech having shifted in recent years. The range of jobs where English is required at the point of hiring has increased in many countries ¨C with professionals from taxi drivers to online tutors often asked to demonstrate communicative competence.
With this in mind, ÃÛÌÒapp has introduced the Global Scale of English Job Profiles framework to help employers define appropriate English requirements for a variety of different positions.
Customer Support roles and communicative ability
Customer Support roles, historically the main use case for testing English in the workplace, are also evolving. Employers are placing a much greater emphasis on true communicative ability to help resolve complex problems rather than scripted or pre-prepared responses delivered with US-style accents.
Designing effective assessments
Taking this into account, we recognized a need to design a more effective way of testing both the manner of speaking and the content of that speech. Manner-of-speaking scores bring together the measurement of fluency or the fluidity and cohesion of a spoken response, pronunciation and intelligibility.
Pronunciation is different from accent ¨C a test taker can have an Indian accent, a French accent or a Japanese accent and still pronounce English words in a way that first-language speakers will expect to hear them. Intelligibility reflects the reality that we all speak in different ways, with a voice authentic to ourselves, and looks to assess whether that voice can be easily understood by others.
Measuring communication skills
The most relevant measure of communication skills isn¡¯t whether you sound like a fluent speaker but whether you can use your ability with language to convey meaning effectively. Our speech also needs to be relevant and appropriate, with suitable vocabulary and grammatical accuracy.
We¡¯ve found the most successful way to measure speech content is to blend short questions with a limited set of potential responses with more open-ended items. This enables test takers to speak organically and really show what they can do with their language skills.
The value of fair and objective assessments
Whether used as a hiring tool, to diagnose employees' learning and development needs or to benchmark improvement over time, English assessments can be a great asset to businesses ¨C but only if they¡¯re fair, objective and laser-focused on the skills that underpin true communicative competence.
Join our webinar to learn more
Join us for an insightful webinar where we will delve deeper into the role of language assessments in enhancing workplace communication and driving business success. Sign up now to secure your spot and learn how the Versant by ÃÛÌÒapp English Speaking and Listening Test can benefit your organization.
