Unformatted text preview: ing is necessary to reassure the caller that the operator is still present
and listening actively. However, the following example shows that the writer
realizes there is more to the use of minimal responses than simply keeping the
channel of communication open.
Use words of acknowledgement: yes, OK, thank you, I understand, I see. . . . [avoid]
disruptive, disinterested or challenging use of listening acknowledgements, and using
the same listening acknowledgement throughout the call
(performance guidelines, auto insurance centre) This is a recommendation to use minimal responses supportively: they should
not be inserted where they will disrupt interaction, connote lack of interest or
disagreement. It may be recalled here that some researchers (Fishman 1983;
Reid 1995) have found women not only using more minimal responses than
men, but also timing them more precisely, to coincide with or immediately
follow the completion of the point they are responding to. The use of delayed
minimal responses, which may suggest inattent...
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- Spring '08
- The Land, Call centre, Blackwell Publishers Ltd.