Cameron2000_Styling_the_Worker

It is of course a common stereotype that women are

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Unformatted text preview: his context, a trac 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 a€ecting telephone talk ± that is, since there are no visual cues, verbal backchannell...
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