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Unformatted text preview: 21:6 ± disk/mp STYLING THE WORKER 333 understands what `depth of pitch' refers to), but it does at least specify which
aspects of performance operators and assessors are expected to be attentive to.
(Lists like this one are typically used in both formal appraisal and more informal
regular coaching of individual operators by their supervisors. They also inform
the preliminary training of operators.)
Having established what I mean by `styling' and how it is embedded in the
call centre regime, I now turn to a more detailed examination of the linguistic
characteristics of the preferred style. I will seek to show that the style is gendered,
produced through a consistent and deliberate preference for ways of speaking
that are symbolically coded as `feminine' (and that in some cases are also
empirically associated with women speakers).
CALL CENTRE STYLE AND `WOMEN'S LANGUAGE'
As is well known, 25 years ago Robin Lako (1975) elaborated a notion of
`women's language' (WL), a register or, in Eckert's sense, a `style' characterized
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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