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Unformatted text preview: tyling concerns are to do with the management of
interpersonal relationships through strategic choices at the level of discourse.
One common instruction, for example, is to create rapport with callers, while
another is to display empathy with them. In this example these (related)
concerns are combined in the following, quite lengthy recommendation:
Creating a rapport and showing empathy is about adding the human touch to a
business call relationship . . . This means treating the caller as a person, recognising
their situation and building a genuine conversation to re¯ect this. . . . Use language
which conveys understanding of and empathy for the caller's individual situation, e.g.
`are you OK?' `was anyone hurt?' `that must have been very distressing for you'
(performance guidelines, auto insurance centre) Here, two main discourse strategies are suggested. One is asking questions to
show concern for the caller and encourage her/him to air her/his feelings about
the incident that prompted the call (in t...
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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land