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?

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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.

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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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References

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    The Global Scale of English and planning: A perfect partnership

    Por Leonor Corradi

    As a teacher, I realized that planning had become an 'automatic pilot' routine from which I did not learn much. Like many others, I thought scales such as the Global Scale of English (GSE) or the Common European Framework of Reference are just that; references that are beyond the realities of their lessons.

    However, I've seen that the GSE is a very powerful resource to help us at the level of planning.

    If you're using a coursebook you may have noticed that, after completing one of the books in the series, students move up one level, such as from elementary to pre-intermediate or from intermediate to upper-intermediate.

    We all understand what it means to be an elementary or intermediate student. These levels are usually defined in terms of structures – conditional sentences, passive voice, and tenses – Simple Past, Future Continuous, etc.

    But why do students want to learn English? Using it means being able to listen or read and understand, interact with others, and communicate in writing. Even if it is parents who enroll their children in language institutes, what they want is for them to use the language. We can see a mismatch between how levels are defined and students' aims to study English.

    Here's how the GSE can help English language teachers

    First, you need the right scale for your group – Pre-primary, Young Learners, Adults, Professionals or Academic, which can be downloaded at:

    /languages/why-pearson/the-global-scale-of-english/resources.html

    Focus on your students' level. There you will see all the learning objectives that students need to achieve to complete the level at which they are and move on in their learning journey.

    What are learning objectives?They are can-do statements that clearly describe what students are expected to achieve as the result of instruction. In other words, these objectives guide teachers in our planning to help students learn.

    When we plan our lessons, rather than working at lesson level only, we should reflect on how the activities proposed are referenced against the learning objectives of the level. We may see that some activities need some adapting in order to focus on the selected learning outcomes.

    At the level of planning as well, I also use the GSE to analyze the activities proposed in the materials I am using. Let me tell you what I do. Let's take listening, for instance. You may use the downloaded scales or the Teacher Toolkit that the GSE provides. Let's run through how this works.