Enhancing workplace communication: The new role of language assessments in business success

Andrew Khan
two business people sat together in a meeting both looking at a laptop
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The integration of AI tools into workplaces around the world is starting to change the way people communicate professionally. that the use of AI to help draft documents and emails is driven not only by convenience and efficiency but also by a desire to be clear and precise in language.

While potentially useful, tools to translate, generate, or ‘correct’ written text won’t help with the effectiveness of the verbal communication that powers business relationships.

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The importance of effective communication

Whether it’s customer support calls, sales presentations, health and safety instructions or day-to-day engagement with colleagues, our personal and professional interactions in the workplace rely on our ability to understand and be understood.

Equally, clarity of communication is central to many of the ‘future skills’ that employers have identified as critical to sustained success – notably .

It can be challenging for people who have English as a first language to feel confident in these skills – and even more difficult for those who may use another language at home but are required to speak English at work.

Challenges faced by second-language English speakers

When designing assessments that measure English proficiency, we need to balance the convenience and duration that enable them to fit into a fast-paced hiring workflow with the coverage that gives businesses confidence in the results. This means focusing on the most essential elements of effective communication.

Introducing the Versant by app English Speaking and Listening Test

With the new Versant by app English Speaking and Listening Test, we take just seventeen minutes to give a comprehensive picture of communicative English competence. So where do we focus?

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 – with professionals from taxi drivers to online tutors often asked to demonstrate communicative competence.

With this in mind, app 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 – 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 – 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 app English Speaking and Listening Test can benefit your organization.

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    “The world is undergoing revolutionary changes, we need a revolution in education too.” -Creative Schools, Ken Robinson

    In February 2006, the late Sir Ken Robinson delivered a talk at TED titled: . This was some years ago and time seems to have stood still in education since then.

    Creativity is a key 21st century skill. Our young students need to harness it in order to be successful in further education and the workplace, especially now that technology is advancing at such a rapid rate.

    So what can we do to encourage creativity and create a safe learning environment? I’ll take you through three activities that I use with my own students to help them flourish.

    Clear and structured objectives

    To nurture and encourage creativity in the classroom, it is important to have clear, well-structured objectives and routines that give students a safe learning environment. Here’s a breakdown of a few you can try in your classroom.

    1. Monday activity

    As part of your routine, do something different every Monday and have your students guess what it is. For example, you could change your earrings or only wear one. You could shave your mustache, wear a hat, or do something less obvious.

    Students should participate too, so have them do something different every week. Select a student in the class and everyone must guess what has changed that Monday.

    This activity is designed to encourage students to pay attention to each student in the class and notice things about them during the week. At the same time, it will encourage them to be creative and think about how to do things differently and mix up their own routines.

    2. Friday team building challenge

    Every Friday, my class play a team building challenge activity which helps them set and follow rules, be respectful to one another, and work and play with students from different circles.

    Here’s a simple, energetic team building activity you could try:

    • Have students call out all the new vocabulary words they learned during the week. Write them on the board as they do so.
    • Split the class into teams of four or five students.
    • Tell them they have to use their bodies to spell each word (if there are lots of words, pick the top three). Wipe the word off the board and explain that they can stand up, lie down, and use their arms and legs – but they should work together to form the shapes of the letters. The first team that correctly spells the word you dictate wins a point!

    3. "Hurray, I failed” activity

    The final activity is all about celebrating failure. Start by putting students in a circle or a line, and have them each name a color out loud. If someone repeats a color or takes longer than five seconds to answer, they must stand up, dance, and shout “hurray, I failed!” as loudly as possible.

    You can select any topic – such as nouns, countries, or, even better, your students’ interests. The intention is to create a safe learning environment for your class, where students feel supported and being wrong is fun and okay. This will enable students to participate in class without fear of judgment or criticism.

    Try it out until your students become comfortable with dancing and 'hurraying' in front of everyone in the group.

    This activity has yielded fantastic results with groups of people I’ve worked with, regardless of their age group (young, old, junior high). Participants may feel silly or shy, until one participant starts doing it for fun, and then the rest of the group will start feeling comfortable with being wrong. They will realize it’s okay, and the exercise will start to flow with greater ease.

    If your group is shyer or your students are more introverted, you can ask the person who makes a mistake to wear a silly hat – until the next person fails.

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    An assumption persists in the educational community that more mature teachers are much more difficult and reluctant to be trained on the effective use of educational technology. To some degree, I think this assumption has been built on by the digital native vs digital immigrant myth. But as someone who has trained teachers of all ages all over the world, I would say that, from my own experience, this hasn’t been the case.

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    • less confident when using various apps and websites and less likely to explore the different features.
    • more easily discouraged by failures.
    • less familiar with various tools, applications and services that have become part of everyday life for younger users.
    • more likely to be able to see through “technology for technology’s sake” classroom applications.

    So how should trainers approach the challenges of working with these teachers? Here are a few tips from my own experience of training older teachers to use technology.

    Be sure of your ground pedagogically

    So many edtech trainers are great with technology, but much less versed in educational theory and pedagogy. More mature teachers are more likely to have a more robust theoretical understanding, so be prepared to back up your ideas with sound pedagogical insights and try to relate your training back to theories of learning and pedagogical approaches. 

    Make sure training is hands-on

    Running through a list of tools and ideas in a presentation may have some value, but it doesn’t come anywhere close to the impact of giving teachers hands-on experience and the chance to actually work with the tech to create something. 

    Give solid examples of what you have done

    Being able to speak from experience about how you have used tech with your own students will have far more impact than theoretical applications of “You could do blah blah blah with your students.” Sharing anecdotes of how you have used technology in your classes, the challenges you have faced and how you have overcome or even been overcome by them can really lend credibility to your training. 

    Manage expectations

    A positive attitude is great, but be also prepared to point out weaknesses, and potential pitfalls and talk about your own failures. This might help your trainees avoid the same mistakes and stop them from becoming disillusioned. 

    Make time to experiment and explore

    Don’t be tempted to cram in as many tools, techniques and activities as possible. Incorporate project time into your training so that teachers have the chance to go away and explore the things that interest them most and get their own perspective on how they can use them with students. 

    Back up technical training

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    Make their lives easier

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    Do things that can’t be done

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    Solve classroom problems

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    Plan with long-term and short-term goals

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    Tech can be implemented in CPD

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    Make sure everything works

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    • Mediating communication: supporting the acceptance of different cultural viewpoints.

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    Opportunities for mediation in the young learner classroom

    It’s fair to say that opportunities for mediation activities already regularly occur in the communicative young learner classroom. These can be identified and enhanced if we want to develop this area.  

    1. Collaboration 

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    • Can express an idea with very simple words and ask what others think.

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    It is important for young learners to be clear about what is expected of them and what will happen next, so such routines can effectively scaffold collaborative enquiry-based learning tasks. 

    2. Communication 

    ‘Can do’ statements for mediating communication, such as facilitating pluricultural space, can orient objectives for learners themselves to foster understanding between different cultures. Again young learners can develop their behaviors for welcoming, listening and indicating understanding with the help of visual prompts, stories and role-model characters.

    3. Discussion of texts  

    Young learners also spend a lot of time mediating texts because they enjoy talking about stories they have listened to, watched or read. Although there is only one statement for expressing a personal response to creative texts at A1: ‘Can use simple words and phrases to say how a work made him/her feel’, this can inspire a more conscious focus on classroom phases to talk about responses to texts and stories, and equipping learners with keywords and phrases to express their reactions. In this way, as they progress towards A2 young learners can develop the confidence to talk about different aspects of the story in their own words, such as characters and their feelings. 

    Moving forward

    Clearly, it is not obligatory to focus on mediation activities with young learners – but the ‘can do’ statements are an interesting area to consider and reflect upon. There are some obvious parallels between mediation activities and 21st century skills or soft communication skills, and the CEFR ‘can do’ statements can help formulate manageable communicative learning objectives in this area. This, in turn, can inspire and orient classroom routines and tasks which prepare learners to be active communicators and social agents in the target language, developing their confidence to engage in mediation tasks as a feature of their lifelong learning pathways.