Improving Public Speaking Skills: The Call Centre Training Way

Public speaking is a necessary skill that many of us need to acquire, regardless of our line of work. It allows us to communicate, persuade, and establish a personal connection with our audience. This article focuses on improving public speaking skills, particularly through a method not often associated with the subject: call centre training.

Call centres are often seen as high-stress environments that are quite far from the creative, inspiring atmosphere one might associate with public speaking. But, don’t let preconceptions fool you. If you closely analyse what call centre agents routinely do—convey information in a clear, confident, and engaging manner—you’ll realize that their job isn’t much different from that of a public speaker.

Having a structure is one of the key secrets to effective public speaking. This is something practiced religiously in call centres. Agents are trained not only to follow a specific script but also to understand the flow of conversation. This structured way of thinking and speaking can be a valuable asset when speaking in public.

Next, the ability to handle stress and perform under pressure is a skill that can make or break a public speaker. In a call centre, agents are often thrown into stressful situations where they interact with disgruntled customers. The experience not only builds their resilience but also trains them to maintain composure, a trait every public speaker should possess.

Furthermore, call centre training emphasizes active listening, a skill that is often overlooked when we think about public speaking. Good public speakers aren’t just those who can speak well—they should also be excellent listeners. By actively listening to their audience, public speakers can gauge their audience’s reactions, adapt their delivery and content on-the-fly, and build a deeper connection with their audience.

Moreover, call centre agents are trained to explain complicated concepts in a simple and understandable way. This ability to “translate” complex information into everyday language is invaluable to the public speaker, as it helps ensure that every message gets through to their audience effectively.

Finally, call centre training focuses on the use of voice: tone, pacing, and pitch. These elements of speech are crucial in public speaking. They help keep the audience engaged and can greatly influence the impact of the speech.

To summarize, call centre training equips individuals with various skills that can be directly applied to improve public speaking capabilities. From providing a structured way of thinking, to building resilience, enhancing active listening skills, simplifying complex information, and perfecting the art of using the voice — these skills together make for better, more engaging public speakers. Next time you’re in the quest to improve your public speaking skills, don’t forget to consider what you can learn from a call centre.