Design of an experimental program of vocal and communicative well-being in call center workers

Descripción

Design of an experimental program of vocal and communicative well-being in call center workers
1. Ana María Ovalle Rincón, 2. Gleidy Vannesa Espitia Rojas
1 Graduate Speech Language Pathologist - School of Medicine and Health Sciences, Universidad del Rosario, Bogotá, Colombia
2 Speech Language Pathologist – Doctor of Science – Professor to School of Medicine and Health Sciences, Universidad del Rosario, Bogotá, Colombia

Objective: Design to a program to providing the necessary tools which will contribute to improve vocal health, communication skills and the prevention of voice disorders in call center workers.
Method: It was proposed to develop the program of vocal and communicative well-being in call center workers (VCWP), was carried out with nineteen call center employees divided into three groups in six weeks, 1 session of 30 minutes per week. The first two weeks we were made a workshop on basic knowledge in anatomy and physiology of voice production and application of the Voice Symptom Scale. In the third week teaching exercises of body posture and breathing, In the fourth week, voice exercises were performed using semi-occluded vocal tract exercises and voice resonance exercises. In the fifth week articulation exercises are implemented to maintain and improve the diction of the workers. Finally, in the sixth week cool down voice exercises are taught and assertive communication activities.
Results: A decrease in the general voice symptoms of the workers was observed, thus demonstrating the effectiveness of the program. However, 25 days after the end of the program, an increase in symptoms is observed, which may be related to the intrinsic and extrinsic factors of the workers.
Conclusion: The VCWP in call-center workers, suggests the importance of carrying on working constantly to obtain greater communicative benefits that favor their work performance and the vocal health, as well as seeking tools for adherence to changes in vocal habits and implementation of new behaviors.

Período	mar. 19 2021
Título del evento	Voice Composium 21 - Australia
Tipo de evento	Conferencia
Ubicación	Melbourne , AustraliaMostrar en mapa
Grado de reconocimiento	Internacional