: Students use this interactive tool to help them track their notes they take in preparation for their essay.
: Students use this worksheet to examine and answer questions regarding their peer's essay.
: This rubric is used as a guide for students as they are writing their essay, and for teachers to use as a grading tool.
Nearly everything we read and hear is an argument. Speeches are special kinds of arguments and should be analyzed as such. Listeners should keep in mind the context of the situation involving the delivery and the audience-but a keen observer should also pay close attention to the elements of argument within the text. This assignment requires students to look for those elements.
"Since rhetoric is the art of effective communication, its principles can be applied to many facets of everyday life" (Lamb 109). It's through this lesson that students are allowed to see how politicians and leaders manipulate and influence their audiences using specific rhetorical devices in a manner that's so effective that the speeches are revered even today. It's important that we keep showing our students how powerful language can be when it's carefully crafted and arranged.
Further Reading
This resource has been aligned to the Common Core State Standards for states in which they have been adopted. If a state does not appear in the drop-down, CCSS alignments are forthcoming.
This lesson has been aligned to standards in the following states. If a state does not appear in the drop-down, standard alignments are not currently available for that state.
This website contains audio of the Top 100 speeches of all time.
Included on this site is audio of famous speeches of the 20th century, as well as information about the speeches and background information on the writers.
The "Great Speeches Collection" from The History Place are available here in print and in audio.
This website includes information on finding and documenting sources in the MLA format.
Students will
Discuss the audience and the author’s manipulation of the audience. Consider posing questions such as
Martin Luther King, Jr. uses an appeal to pathos in his “I Have a Dream” speech through his historical allusion to Abraham Lincoln’s Emancipation Proclamation: “Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves who had been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of their captivity.” This is particularly effective for his audience of people sympathetic to the cause of African American men and women who would have been especially moved by this particular reference since it had such a significant impact on the lives of African Americans.
Students explore the ways that powerful and passionate words communicate the concepts of freedom, justice, discrimination, and the American Dream in Martin Luther King, Jr.'s "I Have a Dream" speech.
While drafting a literary analysis essay (or another type of argument) of their own, students work in pairs to investigate advice for writing conclusions and to analyze conclusions of sample essays. They then draft two conclusions for their essay, select one, and reflect on what they have learned through the process.
Useful for a wide variety of reading and writing activities, this outlining tool allows students to organize up to five levels of information.
This strategy guide clarifies the difference between persuasion and argumentation, stressing the connection between close reading of text to gather evidence and formation of a strong argumentative claim about text.
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Speech parametrization
The analysis of speech signals can be defined as the process of extracting relevant information from the speech signal (i.e., from a recording). This process is mainly based on the speech production mechanism, whose study involves multiple disciplines from linguistics and articulatory phonetics to signal processing and source coding. In this article, a short overview is given about how the speech signal is produced and typical models of the speech production system, focusing on the different sources of individuality that will be present in the final uttered speech. In this way, the speaker who produced the speech with those individual features is then recognizable both for humans and for machines.
Although speech production is felt by humans as a very natural and simple mechanism, it is a very complex process that involves the coordinated participation of several physiological structures that evolution has developed over the years. For a...
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Huang, X., Acero, A., Hon, H.W.: Spoken Language Processing. Prentice Hall PTR, Upper Saddle River, NJ (2001)
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Rabiner, L., Schafer, R.: Digital Processing of Speech Signals. Prentice Hall, Upper Saddle River, NJ (1978)
Deller, J., Hansen, J., Proakis, J.: Discrete-Time Processing of Speech Signals, 2nd edn. Wiley, New York (1999)
Chu, W.C.: Speech Coding Algorithms. Foundation and Evolution of Standardized Coders. Wiley, New York (2003)
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Oppenheim, A., Schafer, R., Buck, J.: Discrete-Time Signal Processing. 2nd ed. Prentice Hall, Upper Saddle River, NJ (1999)
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Authors and affiliations.
ATVS – Biometric Recognition Group. Escuela Politecnica Superior, Universidad Autonoma de Madrid, , Spain
Doroteo T. Toledano, Daniel Ramos, Javier Gonzalez-Dominguez & Joaquín González-Rodríguez
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Center for Biometrics and Security Research, Chinese Academy of Sciences, Beijing, China
Stan Z. Li ( Professor ) ( Professor )
Departments of Computer Science & Engineering, Michigan State University, East Lansing, MI, USA
Anil Jain ( Professor ) ( Professor )
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© 2009 Springer Science+Business Media, LLC
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Toledano, D., Ramos, D., Gonzalez-Dominguez, J., González-Rodríguez, J. (2009). Speech Analysis. In: Li, S.Z., Jain, A. (eds) Encyclopedia of Biometrics. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-73003-5_200
DOI : https://doi.org/10.1007/978-0-387-73003-5_200
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This article provides a speech evaluation form and explains how it supports you in studying and evaluating speeches.
First things first… download a copy of the free speech evaluation form .
I created this form for use in Toastmasters Evaluation Contests (a topic of a future article here), but I have since used it as a general purpose speech evaluation template.
It is wonderfully simple , consisting of just two rows (Content, Delivery) and three columns (I felt, I saw, I heard). “Content – I Saw” might include things like props or slideware, while “Delivery – I Saw” might cover gestures or facial expressions. This template allowed him to effectively analyze the speech his way.
I strongly encourage you to develop a template that works for you. Maybe the examples here are perfect. Maybe they need a tweak. Maybe you need something entirely different as an aid to capture your thoughts and observations. Whatever the case, an evaluation template can help you.
There’s some great advice elsewhere in the public speaking blogosphere and elsewhere on speech evaluation:
The next article in the series is Toastmasters Evaluation Contests .
This is one of many public speaking articles featured on Six Minutes . Subscribe to Six Minutes for free to receive future articles.
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Extremely great helpful tips Andrew
Time and time again I find myself at your site for help on my toastmasters path. Keep up the great work! I really do appreciate the work you do.
Awesome speech evaluation form. I used it at the division level of the evaluation competition and won. I segregated your areas into 3 categories – content, delivery and presence. It made a world of difference.
Thanks for sharing.
found this very helpful in preparation and practice for an english exam, thanks~
this is an excellent evaluation form. It is concise, yet flexible. I will be using it for my Advanced Toastmasters Club. thank you for making this available to others.
Hi Andrew, Your website is very informative and helpful. Just want to let you know the link below in this article does not work. ■Evaluation Template – Wendy Betteridge [PDF] Joshua
Thanks for letting me know, Joshua. I have replaced the link with an alternate resource.
Might you have a copy of the free speech evaluation form found in part 4 in pdf format to forward to me? Somehow, I am unable to download the form.
Suzanne Bleau-Myrand Club #5310, Area 54, Div F, District 61
http://t.co/UGVOcRx4 Bonjour! Very interesting website packed… http://t.co/f1lkTIUG — St Paul’s Speakers Dec 11th, 2011
Speech Analysis #4: Evaluation Forms, Tools, and Resources http://t.co/KMyWDq4J via @6minutes — Md Ridzuan Oct 31st, 2012
Speech Analysis #4: Evaluation Forms, Tools, and Resources https://t.co/LRJtm2SnQe by @6minutes — Sleiman Skaf (@SleimanSkaf) Apr 20th, 2016
Speech Analysis: Evaluation Forms, Tools, Resources https://t.co/anxDSVAuXi by @6minutes Great Tools for Toastmasters — @Umpire20 Jan 21st, 2019
Life After PowerPoint! » Blog Archive » Was Obama’s State of the Union Address a Success? — Feb 26th, 2009
Giving Effective Evaluations « Speak Easy Toastmasters Club Blog — Jan 3rd, 2010
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A speech, as we all know, is a vocal opinion of a speaker’s stand. Speeches are usually used as an effective tool for rallying support, conveying opinion, as well as influencing the thoughts of others (usually the audience) to accept or agree with the thoughts of the Speaker.
However, in most cases, there is usually a need to consider what was not said in a speech, or what the motive of the Speaker was. For this reason, speech analysis comes in handy in order to have a full understanding of a speech.
In its simplest form, speech analysis or speech interpretation can be said to be the process of extracting important pieces of information that are contained in a speech. When carrying out speech analysis, there is usually a need to take note of some essential and necessary components of the Speech . These include;
For instance, a speech may be written to entertain the audience with some humorous lines, persuade the audience into thinking or agreeing with the opinion of the Speaker, or to inform the audience about something which the Speaker is skilled in.
Also of paramount importance during speech analysis is taking note of who the target audience is, and how the Speech relates to the audience .
For instance, when analyzing a speech that was delivered to support the need for a pay rise in an organization, in that case, it will be expected that the audience listening to such a speech will be members of staff of the organization who are clamoring for a rise in their pay.
Still using the same above example about a speech about a pay rise in an organization, the Speaker may have to include facts such as the agreed terms for a pay rise in the organization.
The I Have A Dream Speech by Martin Luther King Jr (with Video+Audio+Full Transcript and Historical Context)
What is the First Step in Rhetoric Analysis?
Introducing a speech with such powerful elements is an excellent way to give the audience reasons why they should listen to the Speaker, instead of starting with a dry “hello everyone, it’s a great privilege to talk to you today.”
After the introduction comes the body of a speech, which is the part that contains the Speaker’s main points. These points are usually expected to be supported with relevant examples, details, statistics, and facts, which are explained in simply and concisely.
In the body of a speech, the Speaker should make necessary effort to ensure that all the facts and pieces of evidence presented in the Speech aligns with the primary objective of the Speech. As mentioned earlier, these facts and proofs should all be presented in a simple and clear language for the understanding of the audience.
The concluding part of a speech also packs as much power as the other two parts mentioned earlier.
Also, in the conclusion of a speech, the Speaker should be concise about what he expects from the audience, whether it is for a petition to be signed, requesting their support, for a product to be bought, or for some other specific actions from the audience as contained in the Speech.
However, when analyzing a speech, don’t feel satisfied by merely outline these nine important questions in the Speech and answering them. Instead, there should be a complementary explanation or example of how these nine key questions work using a speech as an example. So, in analyzing a speech, here are the 9 key questions you must give appropriate answers to for effective speech analysis .
In analyzing a speech, you have to consider who is the Speaker, and how does the Speaker’s rank, position, personal views, motives, or experience affect the Speech.
3. what is the type of speech.
In this regard, the Speech delivered might be one that is intended to inform or educate the audience, entertain, or even persuade the audience to take certain steps of action.
5. what is the purpose of the speech.
Like I mentioned earlier, every Speech is usually aimed at achieving a purpose. For some, the purpose might be to persuade the audience, entertain, or even to open the eyes of the audience about a piece of information they are yet to know.
In evaluating the content and circumstances of a speech, you consider the events that have created the need for the Speech. In doing this, you may have to pay closer attention to specific elements such as;
Techniques employed by the Speaker are usually the various modes of persuasion, in which the Speaker adopts. These techniques are also known as rhetorical appeals , and they are ways of persuading the audience to believe the Speaker’s point of view.
By analyzing a speech to see whether or not it has achieved its purpose, you may have to carry out some evaluations to ascertain if the Speech was successful.
I would like to announce that you can get more insightful tips and how-to’s from our launched eBook, now available at Barnes & Noble , at $4.99. We tried to pack it with valuable information and price it below $5 to be as inclusive as possible with our pricing. Click below and Get a Copy!
The 7 basic elements of public speaking.
Remember that time you had to present a topic in front of a crowd? Probably it was a proposal at work or an oral report in grade school. You took the time to prepare and gather materials, after which you climbed the podium and started talking. There are seven basic elements of public speaking that…
Analyzing the i have a dream speech by martin luther king jr.
In a bid to have a full understanding of how the various questions that should be considered when carrying out speech analysis work, we shall be considering the heroic Speech delivered by a civil rights leader – Martin Luther King Jr, on August 28, 1963, in front of the Lincoln Memorial Mall.
Before we go straight into the analysis of the “ I Have A Dream ” Speech, let’s take a quick look at the context of the Speech.
Related Article: The I Have A Dream Speech by Martin Luther King Jr (with Video+Audio+Full Transcript and Historical Context)
Alternatively, you can just watch the 17 minutes full Speech through the link below;
The Speaker, in this case, is Martin Luther King Jr, who is a prominent negro civil rights activist fighting to secure freedom and emancipation for his fellow negroes.
However, it is evident that members of media were present to cover the event, and so it is obvious that the Speech was open to everyone who could have access to a live stream of the Speech
“And so, we’ve come to cash this check, a check that will give us upon demand the riches of freedom and the security of justice.”
He started by reminding his fellow negroes about the history of the emancipation proclamation by Abraham Lincoln.
“Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves who had been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of their captivity.”
“But one hundred years later, the Negro still is not free. One hundred years later, the life of the Negro is still sadly crippled by the manacles of segregation and the chains of discrimination. One hundred years later, the Negro lives on a lonely island of poverty in the midst of a vast ocean of material prosperity. One hundred years later, the Negro is still languished in the corners of American society and finds himself an exile in his own land.”
“And so let freedom ring from the prodigious hilltops of New Hampshire. Let freedom ring from the mighty mountains of New York. Let freedom ring from the heightening Alleghenies of Pennsylvania. Let freedom ring from the snow-capped Rockies of Colorado. Let freedom ring from the curvaceous slopes of California. But not only that: Let freedom ring from Stone Mountain of Georgia. Let freedom ring from Lookout Mountain of Tennessee. Let freedom ring from every hill and molehill of Mississippi. From every mountainside, let freedom ring.”
From the content of Dr. King’s Speech, it is very obvious that the purpose of the Speech was to persuade the American government in 1963 to sign and enact the civil rights law that will bring absolute freedom and emancipation to the African American amongst them.
“We have also come to this hallowed spot to remind America of the fierce urgency of Now. This is no time to engage in the luxury of cooling off or to take the tranquillizing drug of gradualism. Now is the time to make real the promises of democracy. Now is the time to rise from the dark and desolate valley of segregation to the sunlit path of racial justice. Now is the time to lift our nation from the quicksands of racial injustice to the solid rock of brotherhood. Now is the time to make justice a reality for all of God’s children.”
“There are those who are asking the devotees of civil rights, “When will you be satisfied?” We can never be satisfied as long as the Negro is the victim of the unspeakable horrors of police brutality. We can never be satisfied as long as our bodies, heavy with the fatigue of travel, cannot gain lodging in the motels of the highways and the hotels of the cities. We cannot be satisfied as long as a Negro in Mississippi cannot vote, and a Negro in New York believes he has nothing for which to vote. No, no, we are not satisfied, and we will not be satisfied until “justice rolls down like waters, and righteousness like a mighty stream.”
Also worthy of note and analysis is the geographical location where the Speech was delivered and the choice of such location.
In this case, Martin Luther’s Speech was delivered at the Lincoln National Mall, just in front of the statue of Abraham Lincoln. And the choice of this place was to bring to mind the fact that about 100 years ago, Abraham Lincoln, whose statue is right behind the Speaker, signed the Emancipation Proclamation of the negroes in America.
“I have a dream that one day on the red hills of Georgia, the sons of former slaves and the sons of former slave owners will be able to sit down together at the table of brotherhood.”
“I am not unmindful that some of you have come here out of great trials and tribulations. Some of you have come fresh from narrow jail cells. And some of you have come from areas where your quest — quest for freedom left you battered by the storms of persecution and staggered by the winds of police brutality. You have been the veterans of creative suffering.”
Dr. King also employed logos to give data and figures that will support his call for the emancipation of the African Americans.
“Five score years ago, a great American, in whose symbolic shadow we stand today, signed the Emancipation Proclamation.”
I also noted the use of irony to express the supposed reasons why the negroes are undergoing injustice and segregation in America.
“But we refuse to believe that the bank of justice is bankrupt. We refuse to believe that there are insufficient funds in the great vaults of opportunity of this nation. And so, we’ve come to cash this check, a check that will give us upon demand the riches of freedom and the security of justice.”
Although the Speech wasn’t intended to convince or persuade the audience to accept or agree to the need for the emancipation of the negro, since the majority of the audience who present during the Speech were all civil rights activists protesting for the passage of the civil rights law.
In summary, I think that the “I Have A Dream” speech by Martin Luther King Jr was a timely call for the freedom of the negroes in America after the successful completion of 100 years after the emancipation proclamation by Abraham Lincoln.
The choice of the geographical location for the Speech was apt, and it was the perfect place to call to mind the emancipation proclamation for the negroes.
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By Dr Oliver Tearle (Loughborough University)
‘I Have a Dream’ is one of the greatest speeches in American history. Delivered by Martin Luther King, Jr. (1929-68) in Washington D.C. in 1963, the speech is a powerful rallying cry for racial equality and for a fairer and equal world in which African Americans will be as free as white Americans.
If you’ve ever stayed up till the small hours working on a presentation you’re due to give the next day, tearing your hair out as you try to find the right words, you can take solace in the fact that as great an orator as Martin Luther King did the same with one of the most memorable speeches ever delivered.
He reportedly stayed up until 4am the night before he was due to give his ‘I Have a Dream’, writing it out in longhand. You can read the speech in full here .
‘I Have a Dream’: background
The occasion for King’s speech was the march on Washington , which saw some 210,000 African American men, women, and children gather at the Washington Monument in August 1963, before marching to the Lincoln Memorial.
They were marching for several reasons, including jobs (many of them were out of work), but the main reason was freedom: King and many other Civil Rights leaders sought to remove segregation of black and white Americans and to ensure black Americans were treated the same as white Americans.
1963 was the centenary of the Emancipation Proclamation , in which then US President Abraham Lincoln (1809-65) had freed the African slaves in the United States in 1863. But a century on from the abolition of slavery, King points out, black Americans still are not free in many respects.
‘I Have a Dream’: summary
King begins his speech by reminding his audience that it’s a century, or ‘five score years’, since that ‘great American’ Abraham Lincoln signed the Emancipation Proclamation. This ensured the freedom of the African slaves, but Black Americans are still not free, King points out, because of racial segregation and discrimination.
America is a wealthy country, and yet many Black Americans live in poverty. It is as if the Black American is an exile in his own land. King likens the gathering in Washington to cashing a cheque: in other words, claiming money that is due to be paid.
Next, King praises the ‘magnificent words’ of the US Constitution and the Declaration of Independence . King compares these documents to a promissory note, because they contain the promise that all men, including Black men, will be guaranteed what the Declaration of Independence calls ‘inalienable rights’: namely, ‘life, liberty and the pursuit of happiness’.
King asserts that America in the 1960s has ‘defaulted’ on this promissory note: in other words, it has refused to pay up. King calls it a ‘sacred obligation’, but America as a nation is like someone who has written someone else a cheque that has bounced and the money owed remains to be paid. But it is not because the money isn’t there: America, being a land of opportunity, has enough ‘funds’ to ensure everyone is prosperous enough.
King urges America to rise out of the ‘valley’ of segregation to the ‘sunlit path of racial justice’. He uses the word ‘brotherhood’ to refer to all Americans, since all men and women are God’s children. He also repeatedly emphasises the urgency of the moment. This is not some brief moment of anger but a necessary new start for America. However, King cautions his audience not to give way to bitterness and hatred, but to fight for justice in the right manner, with dignity and discipline.
Physical violence and militancy are to be avoided. King recognises that many white Americans who are also poor and marginalised feel a kinship with the Civil Rights movement, so all Americans should join together in the cause. Police brutality against Black Americans must be eradicated, as must racial discrimination in hotels and restaurants. States which forbid Black Americans from voting must change their laws.
Martin Luther King then comes to the most famous part of his speech, in which he uses the phrase ‘I have a dream’ to begin successive sentences (a rhetorical device known as anaphora ). King outlines the form that his dream, or ambition or wish for a better America, takes.
His dream, he tells his audience, is ‘deeply rooted’ in the American Dream: that notion that anybody, regardless of their background, can become prosperous and successful in the United States. King once again reminds his listeners of the opening words of the Declaration of Independence: ‘We hold these truths to be self-evident, that all men are created equal.’
In his dream of a better future, King sees the descendants of former Black slaves and the descendants of former slave owners united, sitting and eating together. He has a dream that one day his children will live in a country where they are judged not by the colour of their skin but by the content of their character.
Even in Mississippi and Alabama, states which are riven by racial injustice and hatred, people of all races will live together in harmony. King then broadens his dream out into ‘our hope’: a collective aspiration and endeavour. King then quotes the patriotic American song ‘ My Country, ’Tis of Thee ’, which describes America as a ‘sweet land of liberty’.
King uses anaphora again, repeating the phrase ‘let freedom ring’ several times in succession to suggest how jubilant America will be on the day that such freedoms are ensured. And when this happens, Americans will be able to join together and be closer to the day when they can sing a traditional African-American hymn : ‘Free at last. Free at last. Thank God almighty, we are free at last.’
‘I Have a Dream’: analysis
Although Martin Luther King’s speech has become known by the repeated four-word phrase ‘I Have a Dream’, which emphasises the personal nature of his vision, his speech is actually about a collective dream for a better and more equal America which is not only shared by many Black Americans but by anyone who identifies with their fight against racial injustice, segregation, and discrimination.
Nevertheless, in working from ‘I have a dream’ to a different four-word phrase, ‘this is our hope’. The shift is natural and yet it is a rhetorical masterstroke, since the vision of a better nation which King has set out as a very personal, sincere dream is thus telescoped into a universal and collective struggle for freedom.
What’s more, in moving from ‘dream’ to a different noun, ‘hope’, King suggests that what might be dismissed as an idealistic ambition is actually something that is both possible and achievable. No sooner has the dream gathered momentum than it becomes a more concrete ‘hope’.
In his ‘I Have a Dream’ speech, King was doing more than alluding to Abraham Lincoln’s signing of the Emancipation Proclamation one hundred years earlier. The opening words to his speech, ‘Five score years ago’, allude to a specific speech Lincoln himself had made a century before: the Gettysburg Address .
In that speech, delivered at the Soldiers’ National Cemetery (now known as Gettysburg National Cemetery) in Gettysburg, Pennsylvania in November 1863, Lincoln had urged his listeners to continue in the fight for freedom, envisioning the day when all Americans – including Black slaves – would be free. His speech famously begins with the words: ‘Four score and seven years ago our fathers brought forth on this continent, a new nation, conceived in Liberty, and dedicated to the proposition that all men are created equal.’
‘Four score and seven years’ is eighty-seven years, which takes us back from 1863 to 1776, the year of the signing of the Declaration of Independence. So, Martin Luther King’s allusion to the words of Lincoln’s historic speech do two things: they call back to Lincoln’s speech but also, by extension, to the founding of the United States almost two centuries before. Although Lincoln and the American Civil War represented progress in the cause to make all Americans free regardless of their ethnicity, King makes it clear in ‘I Have a Dream’ that there is still some way to go.
In the last analysis, King’s speech is a rhetorically clever and emotionally powerful call to use non-violent protest to oppose racial injustice, segregation, and discrimination, but also to ensure that all Americans are lifted out of poverty and degradation.
But most of all, King emphasises the collective endeavour that is necessary to bring about the world he wants his children to live in: the togetherness, the linking of hands, which is essential to make the dream a reality.
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John delivered a keynote address about the importance of public speaking to 80 senior members of Gore’s Medical Device Europe team at an important sales event. He was informative, engaging and inspirational. Everyone was motivated to improve their public speaking skills. Following his keynote, John has led public speaking workshops for Gore in Barcelona and Munich. He is an outstanding speaker who thinks carefully about the needs of his audience well before he steps on stage.
Karsta Goetze
TA Leader, Gore and Associates
I first got in touch with John while preparing to speak at TED Global about my work on ProtonMail. John helped me to sharpen the presentation and get on point faster, making the talk more focused and impactful. My speech was very well received, has since reached almost 1.8 million people and was successful in explaining a complex subject (email encryption) to a general audience.
CEO, Proton Technologies
John gave the opening keynote on the second day of our unit’s recent offsite in Geneva, addressing an audience of 100+ attendees with a wealth of tips and techniques to deliver powerful, memorable presentations. I applied some of these techniques the very next week in an internal presentation, and I’ve been asked to give that presentation again to senior management, which has NEVER happened before. John is one of the greatest speakers I know and I can recommend his services without reservation.
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Senior Data Scientist, Expedia Group
After a morning of team building activities using improvisation as the conduit, John came on stage to close the staff event which was organised in Chamonix, France. His energy and presence were immediately felt by all the members of staff. The work put into the preparation of his speech was evident and by sharing some his own stories, he was able to conduct a closing inspirational speech which was relevant, powerful and impactful for all at IRU. The whole team left feeling engaged and motivated to tackle the 2019 objectives ahead. Thank you, John.
Umberto de Pretto
Secretary General, World Road Transport Organization
I was expecting a few speaking tips and tricks and a few fun exercises, but you went above and beyond – and sideways. You taught me to stand tall. You taught me to anchor myself. You taught me to breathe. You taught me to open up. You taught me to look people in the eye. You taught me to tell the truth. You taught me to walk a mile in someone else’s shoes. I got more than I bargained for in the best possible way.
Thuy Khoc-Bilon
World Cancer Day Campaign Manager, Union for International Cancer Control
John gave a brilliant presentation on public speaking during the UN EMERGE programme in Geneva (a two days workshop on leadership development for a group of female staff members working in the UN organizations in Geneva). His talk was inspirational and practical, thanks to the many techniques and tips he shared with the audience. His teaching can dramatically change our public speaking performance and enable us as presenters to have a real and powerful impact. Thank you, John, for your great contribution!
HR Specialist, World Health Organization
John is a genuine communication innovator. His seminars on gamification of public speaking learning and his interactive Rhetoric game at our conference set the tone for change and improvement in our organisation. The quality of his input, the impact he made with his audience and his effortlessly engaging style made it easy to get on board with his core messages and won over some delegates who were extremely skeptical as to the efficacy of games for learning. I simply cannot recommend him highly enough.
Thomas Scott
National Education Director, Association of Speakers Clubs UK
John joined our Global Sales Meeting in Segovia, Spain and we all participated in his "Improv(e) your Work!" session. I say “all” because it really was all interactive, participatory, learning and enjoyable. The session surprised everybody and was a fresh-air activity that brought a lot of self-reflection and insights to improve trust and confidence in each other inside our team. It´s all about communication and a good manner of speaking!"
General Manager Europe, Hayward Industries
Thank you very much for the excellent presentation skills session. The feedback I received was very positive. Everyone enjoyed the good mix of listening to your speech, co-developing a concrete take-away and the personal learning experience. We all feel more devoted to the task ahead, more able to succeed and an elevated team spirit. Delivering this in a short time, both in session and in preparation, is outstanding!
Henning Dehler
CFO European Dairy Supply Chain & Operations, Danone
Thanks to John’s excellent workshop, I have learned many important tips and techniques to become an effective public speaker. John is a fantastic speaker and teacher, with extensive knowledge of the field. His workshop was a great experience and has proven extremely useful for me in my professional and personal life.
Eric Thuillard
Senior Sales Manager, Sunrise Communications
John’s presentation skills training was a terrific investment of my time. I increased my skills in this important area and feel more comfortable when speaking to an audience. John provided the right mix between theory and practice.
Diego Brait
Director of the Jura Region, BKW Energie AG
Be BOLD. Those two words got stuck in my head and in the heads of all those ADP leaders and associates that had the privilege to see John on stage. He was our keynote speaker at our annual convention in Barcelona, and his message still remains! John puts his heart in every word. Few speakers are so credible, humble and yet super strong with large audiences!
Guadalupe Garcia
Senior Director and Talent Partner, ADP International
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Learn in-depth about speech analytics technology, its importance, types and benefits — along with a few real-life use cases of speech analytics software.
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Benefits of speech analytics , how does speech analytics work , application of speech analytics in different industries .
Additionally, speech analytics is used for quality monitoring of voice-related operations since it can indicate call quality and agent performance with a fair degree of accuracy.
Speech analytics is critically important for today’s businesses as it revolutionizes customer service operations in multiple aspects, enabling your organization to function at peak efficiency all the time. It enables contact centers to:
Identify customer preferences, pain points and satisfaction levels and use them to further improve service quality
Mitigate compliance risks by monitoring calls and ensuring adherence to industry regulations and brand guidelines
Monitor agent-customer interactions and help improve agent performance with actionable feedback and training programs
Increase cost efficiency and streamline processes by identifying scope for improvement in operations
Stand out from the competition by delivering consistently satisfying customer service experiences
As we’re learning about gathering data-driven insights from spoken language, distinguishing between voice analytics and speech analytics becomes essential. Below is a quick differentiation between the two.
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| Content and context of spoken language — including words, phrases and the meaning conveyed | Physical characteristics of the voice — such as tone, pitch and speech patterns, plus call clarity and noise levels |
| Customer service improvement, compliance monitoring, trend analysis, quality assurance and sales optimization | Primarily used for biometric identification, speaker recognition and emotion analysis |
| Transcribed or recorded conversations from customer service calls | Directly obtained from the source for security or authentication purposes, such as in voice biometrics or VoIP |
| Enhancing customer service, compliance adherence and operational efficiency through insights from conversations | Security and authentication to ensure the identity of the speaker — primarily for access control and fraud prevention |
| Customer service across multiple industries, market research | Security, law enforcement and FinServ for authentication and fraud prevention |
| Call duration, silence periods, keyword occurrence and sentiment in the context of the conversation | Technical metrics like jitter, packet loss, latency and call drop rates |
| Call recording and analysis software, NLP-based tools and platforms | Speaker recognition systems, biometric authentication solutions and emotion detection software |
There are two primary types of speech analytics based on the timing of audio data analysis.
1. Real-time speech analytics
With real-time speech analytics, audio data is analyzed on live voice calls with customers. This allows agents to access actionable insights, trends and metrics in the moment, so they can improve the interaction quality of their current customer conversation. Real-time analytics reveal insights into customer sentiment and tone and even give cues to agents to enhance the customer experience — all while they are on a call.
Take this conversation, for instance: the agent realizes the caller is agitated and quickly assigns her to an agent who tops the leaderboard to enable quick redressal. All of this happens on the fly as the agent has real-time access to insights such as customer sentiment and agent performance scores.
Also Read: How to leverage a call center agent performance scorecard
2. Post-call speech analytics
Post-call speech analytics provides you with insights into a voice call only after the call has ended. These insights include — but are not limited to — identifying keywords in conversations and building custom text classification models to help build future customer support processes and strategies.
Here is an example of post-call speech analytics from a call transcript. It yields metrics like average handle time (AHT), overall customer satisfaction and sentiment on the call. Call quality analysts can get their hands on insights at specific timestamps to map trends and keywords.
Contact center managers use speech analytics platforms to identify the reason for each call, the products mentioned and the callers’ mood — helping them to better understand customer needs, wants and expectations. Instead of making decisions based on assumptions (what they think customers are feeling), speech analytics enables you to make decisions based on what customers are actually saying in real time — removing the guesswork.
Speech analytics platforms gather actionable insights that can be used in the following ways:
The additional layer of AI in speech analytics helps analyze data from customer journey — including their tone of voice, sentiment and key phrases, so you can:
Better comprehend inscrutable customer behavior and draw insights about satisfaction levels
Detect buyer intent, helping you set up behavioral remarketing campaigns and seamless omnichannel customer experiences
Coach new hires and prep them to address queries faster — helping improve your overall customer experience
Learn more: Customer service tips: How to improve your strategies with technology
AI-powered speech analytics software can continuously retrain and improve their analysis models to ensure they provide the freshest insights to your agents — helping them improve performance and resolution rates. Here’s how this is achieved:
Identify repetitive customer queries, help agents automate resolutions and speed up some of their routine tasks to free up time for more complex issues
Empower agents with AI-driven insights about critical performance metrics such as first-contact resolutions and average handle time , meet their SLAs and keep up their productivity level
Help agents identify speech and communication issues during calls and make proactive improvements (for instance, are they talking too fast or facing other speech issues from nervousness?)
Ensure agents stick to their scripts and provide only brand-compliant responses — to avoid any legal/compliance-related issues and establish data privacy
Learn more: Leverage AI to improve agent productivity and boost morale
AI-led speech analytics surface business intelligence that can help align your customer service , marketing and sales departments — enabling you to answer questions like:
Are better-priced competitors, poor customer service or misunderstood business value the reasons your customers are not buying your services or products?
Are your sales and customer service teams taking callers through a compliant script?
Is your support team responding promptly and nurturing a positive customer relationship?
What are the skills you should equip your sales and customer service teams with to help them be successful?
Learn more: Call center agent skills to improve customer experience
Once you are done uncovering the above insights, you can create support strategies to:
Identify process bottlenecks and improve your operational efficiency
Execute on-point capacity planning to keep your agents optimally engaged
Perform root cause analysis of customer issues to identify recurring problems and fix them
Monitor mandatory compliance dialogs and phrases, such as settlement disclosures, data breaches and insider trading of sensitive information
Identify employee training opportunities and provide your agents with on-call coaching and assistance
Drive upsells, cross-sells and advocacy by monitoring customer conversations that indicate positive sentiment
Learn more : 3 secrets of efficient and quality customer service
Real-time speech analytics tools and their capabilities also help businesses cut costs in several ways:
Avoid unnecessary callbacks and improve resolution rates
Direct customer queries to cost-effective channels like IVR or online self-service
Prevent fines payable for non-compliance
Eliminate costs associated with overstaffing
Watch on-demand: Transform your contact center from a cost center to an intelligence center
Scoring each call and flagging breaches of compliance criteria in real-time can help you stay on the right side of the law and avoid penalties from regulatory authorities. At the same time, call monitoring also helps your compliance team focus on high-risk and low-quality calls.
Speech analytics follows a three-step approach to process, transcribe and analyze unstructured audio data from customers' voice calls.
Speech analytics combines sophisticated artificial intelligence technologies — these include automatic speech recognition (ASR), natural language processing (NLP), machine learning, transcription, tonality-based sentiment analysis and algorithms to process and analyze human speech.
Once the audio data from recorded and live voice calls is processed, speech analytics picks up on customer sentiment — ranging from positive to neutral or negative. For regulatory compliance purposes, it simultaneously masks sensitive information, such as credit card numbers, social security numbers and other personally identifiable information (PII). Keyword spotting can also detect pre-determined words in customer conversations.
The next step is detailed reporting and analysis based on the parameters your team has set — such as call quality, agent performance, sentiment, compliance monitoring and trend identification. Measure these against your customer service KPIs to ensure business goals are being met and to uncover areas of improvement.
Pro tip: Today, the best speech analytics software can perform automated quality management. It can assess 100% of your conversations, evaluate agent performance based on predefined parameters such as call opening, handoff etc., give individualized improvement suggestions and compare the handling agent’s performance against team benchmarks and industry benchmarks.
Read more: Important call center agent performance metrics to track [+ Optimization Tips]
Even though speech analytics is a comparatively new technology in the market, it is being increasingly adopted by organizations worldwide owing to the level of insights it can bring into contact center operations. Here are some of the real-life use cases of speech analytics software across multiple verticals:
Speech analytics helps with streamlining customer support and enhancing product development in the technology industry.
For example, a software company can use speech analytics to:
analyze customer support calls
identify recurring issues and user frustrations
align your product development to address those concerns better.
By identifying these pain points, the company can prioritize improvements that directly address customer concerns, leading to a more user-friendly and competitive product. This approach also reduces support costs in addition to improving customer satisfaction, as fewer customers encounter problems due to proactive software enhancements.
Download: Tech industry benchmarks report for digital CX & social
The financial sector employs speech analytics as the primary layer of security enhancement and fraud detection. FinServ brands can identify unusual or suspicious activities by analyzing the voice patterns of callers.
For example, if a customer's voice pattern during a high-value transaction call differs noticeably from their previous calls, it could be flagged as suspicious. With real-time analysis of voice calls, fraud prevention and security become seamlessly integrated with your day-to-day operations, while legitimate transactions are allowed to proceed seamlessly.
Make Compliant Customer-Centricity a Reality for Your Financial Services Business
In the retail sector, call center statistics indicate that more than half of customers prefer voice calls to contact support and resolve their issues. Retail companies often gather lots of data through customer interactions — and analyzing these conversations can provide valuable insights.
For example, an apparel store can use speech analytics to:
Monitor customer service calls and identify common concerns or preferences with products.
Use this data to optimize their inventory, stocking items that customers usually purchase more
Train their salespeople to address customer needs better — which helps improve sales and customer satisfaction.
A guide to retail customer service (+ tips to improve it)
Cdiscount, a prominent French e-commerce company, recognized the need to enhance its customer experience given its vast customer base and extensive transaction volume. They aimed to gain a deep understanding of customer sentiment and feedback at scale, along with assessing the quality of customer interactions across all their channels.
The challenge: With millions of customer conversations across channels, the company struggled to monitor them and gather useful insights that can help improve their customer service. Their primary goals were to:
Analyze all customer conversations with no/minimal manual efforts
Provide real-time sentiment analysis to deliver highly satisfactory service experiences
Measure interaction quality and identify an action plan to improve the quality of customer service.
The solution: As a result of this initiative, the e-commerce company chose to try Sprinklr Service — an omnichannel customer service solution with advanced speech analytics capabilities. Through Sprinklr's AI-powered speech and text analytics, Cdiscount was able to:
Transcribe and analyze voice, chat and social interactions on one platform.
Access valuable insights into customer concerns like delivery issues, refunds and subscription queries. Provide highly personalized agent training that helps improve their customer service quality.
Protect brand reputation with real-time alerts flagged sensitive interactions,
Detect operational issues with Sprinklr AI .
The result: After implementing Sprinklr Service, the company has seen tremendous improvement in the quality of customer service being delivered due to the amount of monitoring being performed. To mention a few support milestones that they achieved post-implementation:
Analyzes 100% of voice calls — amounting to about 2M calls or 200k hours of calls every month
Monitors 75k conversations across channels in real-time
15% improvement in CSAT since implementation
I nterested in knowing more? Read the full story here >
Bottom line Customers reach out to your business on multiple channels — including voice — and leave insights that should be leveraged to improve customer service performance and ROI. But to do so, you need a single point of truth that unifies all those insights, metrics and trends in one place — so your decision-makers can access them quickly.
Sprinklr’s AI-driven speech analytics software can help. Powered by the world’s only unified customer experience management (Unified-CXM) platform , this technology helps centralize analytics and insights from scattered, raw voice call data — and leverages advanced capabilities, including:
Automated speech recognition engine that detects user expressions with a Word Error Rate (WER) of 0.15 (tested)
Text-to-speech feature that can train the voice of your bot to resemble any human voice
Custom intents and ASR models that are tailored to industry use cases and support multiple languages
Speech analytics dashboard with a Tone of Voice widget to identify the prevalent customer intents — and a conversations widget to view and access all of your cases
AI-led Smart Alerts to indicate breached SLAs and escalations
Customer sentiment insights are organized by issue type, priority and channel
AI-powered CSAT prediction to detect fluctuating sentiment during a call and generate insights to boost CSAT
Sign up for a free, fully functional trial and know how speech analytics in Sprinklr Service can enhance and optimize your customer service operations!
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Frequently Asked Questions
Key features of speech analytics are as follows:
Automated transcription and analysis of spoken conversations
Sentiment and emotion detection
Keyword and phrase spotting
Compliance monitoring
Trend analysis
Customizable reporting
Yes, speech analytics can effectively detect customer sentiments. It analyzes tone, language patterns and context in spoken conversations to determine whether customers express satisfaction, frustration or other emotions.
In speech analytics, sensitive customer information is handled with rigorous data encryption with data at rest and in transit. Access to this data is restricted to authorized personnel only, and strict compliance with regulations (like GDPR and HIPAA) is maintained to ensure the confidentiality and privacy of customer information.
The frequency of updating speech analytics for relevance depends on various factors, including industry dynamics, customer behavior and business goals. Usually, quarterly or semi-annually updates are recommended to keep the system aligned with changing customer needs and emerging trends.
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