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i will play something and ill just stop it and go

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Unformatted text preview: t Steve Taylor (she is discussing the use of taped calls for the purpose of `counselling' operators): A lot of the time it isn't what they say, it's the tone in which they say it . . . I will play something and I'll just stop it and go, `shall we listen to that again?', rewind it and then they'll go, `I didn't know I said it like that'. It makes them analyse themselves and really wake up to their mistakes (Taylor 1998: 93, emphasis in original). The object of concern here ± tone of voice ± lies beyond the reach of scripting, but it is nevertheless assumed by the supervisor to be susceptible to judgements of correctness (cf. her use of the word mistakes). Both scripting and styling are intended to ensure that workers speak `correctly' from the company's point of view; one takes over where the other leaves o€. From a linguist's point of view the concerns embodied in styling rules fall into two main categories. Firstly, as in the above example, attention is given to the operator's use of her/his voice, wit...
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