Unformatted text preview: his context, a trac accident). The other
is the technique known to communication trainers as `mirroring', which means
trying to demonstrate awareness of the interlocutor's mood and re¯ect it back to
her/him in your own verbal and nonverbal behaviour. It is, of course, a
common stereotype that women are better than men at inferring others' feelings
from their outward behaviour, which is a precondition for successfully displaying empathy. The association of rapport-building with women's talk appears in
# Blackwell Publishers Ltd. 2000 d:/3socio/4-3/cameron.3d ± 29/6/0 ± 21:6 ± disk/mp 336 CAMERON many sources, notably Deborah Tannen's (1990) aphorism that men do `report
talk' and women do `rapport talk'.
Another issue that is often addressed in call centre styling materials is the use
of minimal responses. Concern about this aspect of interaction might seem to be
motivated primarily by the need to make operators aware of speci®c constraints
aecting telephone talk ± that is, since there are no visual cues, verbal backchannell...
View Full Document
- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.