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.

Is your teams communication effective?
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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 蜜桃app English Speaking and Listening Test

With the new Versant by 蜜桃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?

Get in touch to learn about our corporate solutions

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, 蜜桃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 蜜桃app English Speaking and Listening Test can benefit your organization.

Sign up for our webinar here

References

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  • A young child sat at a desk in a classroom writing

    Grammar: how to tame the unruly beast

    By Simon Buckland

    “Grammar, which knows how to control even kings”?- 惭辞濒颈è谤别

    When you think of grammar, “rule” is probably the first word that pops into your mind. Certainly the traditional view of grammar is that it’s about the “rules of language”. Indeed, not so long ago, teaching a language meant just teaching grammatical rules, plus perhaps a few vocabulary lists. However, I’m going to suggest that there’s actually no such thing as a grammatical rule.

    To show you what I mean, let’s take the comparative of adjectives: “bigger”, “smaller”, “more useful”, “more interesting”, etc. We might start with a simple rule: for adjectives with one syllable, add -er, and for adjectives with two or more syllables, use more + adjective.

    But this doesn’t quite work: yes, we say “more useful”, but we also say “cleverer”, and “prettier”. OK then, suppose we modify the rule. Let’s also say that for two-syllable adjectives ending in -y or -er you add -er.

    Unfortunately, this doesn’t quite work either: we do say “cleverer”, but we also say “more sober” and “more proper”. And there are problems with some of the one-syllable adjectives too: we say “more real” and “more whole” rather than “realer” or “wholer”. If we modify the rule to fit these exceptions, it will be half a page long, and anyway, if we keep looking we’ll find yet more exceptions. This happens repeatedly in English grammar. Very often, rules seem so full of exceptions that they’re just not all that helpful.

    And there’s another big problem with the “rule approach”: it doesn’t tell you what the structure is actually used for, even with something as obvious as the comparative of adjectives. You might assume that it’s used for comparing things: “My house is smaller than Mary’s”; “John is more attractive than Stephen”. But look at this: “The harder you work, the more money you make.” Or this: “London is getting more and more crowded.” Both sentences use comparative adjectives, but they’re not directly comparing two things.

    What we’re actually looking at here is not a rule but several overlapping patterns, or paradigms to use the correct technical term:

    1. adjective + -er + than
    2. more + adjective + than
    3. parallel comparative adjectives: the + comparative adjective 1 … the + comparative adjective 2
    4. repeated comparative adjective: adjective + -er + and + adjective + -er/more and more + adjective

    This picture is more accurate, but it looks abstract and technical. It’s a long way from what we actually teach these days and the way we teach it, which tends to be organized around learning objectives and measurable outcomes, such as: “By the end of this lesson (or module) my students should be able to compare their own possessions with someone else’s possessions”. So we’re not teaching our students to memorize a rule or even to manipulate a pattern; we’re teaching them to actually do something in the real world. And, of course, we’re teaching it at a level appropriate for the student’s level.

    So, to come back to grammar, once we’ve established our overall lesson or module objective, here are some of the things we’re going to need to know.

    • What grammatical forms (patterns) can be used to express this objective?
    • Which ones are appropriate for the level of my students? Are there some that they should already know, or should I teach them in this lesson?
    • What do the forms look like in practice? What would be some good examples?

    Existing grammar textbooks generally don’t provide all this information; in particular, they’re very vague about level. Often they don’t even put grammar structures into specific CEFR levels but into a range, e.g. A1/A2 or A2/B1, and none fully integrates grammar with overall learning objectives.

    At 蜜桃app, we’ve set ourselves the goal of addressing these issues by developing a new type of grammar resource for English teachers and learners that:

    • Is based on the Global Scale of English with its precise gradation of developing learner proficiency
    • Is built on the Council of Europe language syllabuses, linking grammar to CEFR level and to language functions
    • Uses international teams of language experts to review the structures and assess their levels

    We include grammar in the GSE Teacher Toolkit, and you can use it to:

    • Search for grammar structures either by GSE or CEFR level
    • Search for grammar structures by keyword or grammatical category/part of speech
    • Find out at which level a given grammar structure should be taught
    • Find out which grammar structures support a given learning objective
    • Find out which learning objectives are related to a given grammar structure
    • Get examples for any given grammar structure
    • Get free teaching materials for many of the grammar structures

    Think of it as an open-access resource for anyone teaching English and designing a curriculum.