This is the response from an OHN who has an interest in voice problems - she
works in the Theatre/
Best
Anne
------ Forwarded Message
From: Yve Corkett-Mayana <[log in to unmask]>
Date: Mon, 14 Apr 2008 20:51:29 +0100
To: <[log in to unmask]>
Conversation: [OCC-HEALTH] voice problems
Subject: RE: [OCC-HEALTH] voice problems
The problem with call centre workers is they develop bad habits - they
often use an excessively loud voice (especially if there is a lot of
background noise) plus they use different vocal behaviour and develop
the "telephone voice". The lack of visual feedback and elements of
non-verbal communication also appear to put more onus on the voice. This
all leads to vocal strain which should resolve with rest and hydration.
Poor posture often adds to the problem we should vocalise with a
straight neck - telephone users tend to hunch over.
All these staff should constantly sip at fluids (as you said not
caffeine, alcohol or thick fruit juices as they dehydrate), try to use
their normal voice and have regular rest periods. Paracetamol is fine
but most specialists strongly advise against gargles, especially with
aspirin, as it can increase hyperaemia around the fauces and larynx.
Having said all that the medical aspect must be addressed; as a guide
hoarseness which lasts for more than two weeks may indicate problems
with the vocal cords; if a GP cannot see an obvious cause (and they
won't unless they have a strobe onsite!) the patient should be referred
to a specialist; unfortunately the NHS ENT waiting list is long and many
employees tend to refer privately. Even if the cords aren't involved
there could be various reasons for chronic laryngitis.
I would advise she is sent for specialist opinion, it would be gret if
the company fund it as it probably is work-induced.
Hope this helps,
Yve Corkett-Mayana OHN
Occupational Health Unit
Tel: +44 (0) 20 7452 3480
Fax: +44 (0) 20 7452 3685
[log in to unmask]
-----Original Message-----
From: [log in to unmask] [mailto:[log in to unmask]]
Sent: 14 April 2008 20:12
To: Yve Corkett-Mayana
Subject: FW: [OCC-HEALTH] voice problems
Hi Yve
Any suggestions - I have suggested considering an ENT and speech therapy
referrals, increase fluids but no alcohol coffee or fruit juices, no
aspirine gargles nor anasthetic throat sprays
Cheers
anne
------ Forwarded Message
From: Suzanne Ford <[log in to unmask]>
Reply-To: Occupational Health mailing list <[log in to unmask]>
Date: Mon, 14 Apr 2008 14:42:50 -0400
To: <[log in to unmask]>
Subject: [OCC-HEALTH] voice problems
Can anyone give me advice on how to help manage an employee of a large
call centre who has been having episodes of laryngitis over the past
year. GP suggests paracetamol!
She now appears to have a continual hoarseness and her manager wants
advice about fitness to continue in her full time post taking calls.
Thanks
Suzanne
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