Cameron2000_Styling_the_Worker

Minimal responses use words of acknowledgement yes ok

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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. Minimal responses 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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