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Q I’ve got a great employee with one flaw. She mumbles on the phone. Because much of her job requires phone negotiation (she’s an insurance claim adjuster), she runs into problems when people have trouble understanding her. How can I help her?
A Tape-record her phone calls with her permission. Then listen together and critique her tone, pitch and enunciation. Remember that if you’re too critical, she might become defensive. Emphasize that you want to help her become even better at her job. If you have the resources, send her to a speech class or tutor.
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