Departmental Training

Work and Pensions written question – answered on 11th March 2009.

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Photo of Mike Penning Mike Penning Shadow Minister (Health)

To ask the Secretary of State for Work and Pensions whether his Department has provided voice coaching to any of its employees in the last 12 months.

Photo of Jonathan R Shaw Jonathan R Shaw Parliamentary Under-Secretary (Disabled People; Minister for the South East), Department for Work and Pensions

The Department does provide training on voice coaching to our contact centre staff, which includes a one-hour module on voice training and acoustic shock (the shock caused by sudden/loud noises on the telephone) and training on techniques in speaking clearly, explaining well and the importance of voice care. In addition to this, line managers provide coaching on the use of language and vocal tone as part of their normal call monitoring processes.

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