Cameron2000_Styling_the_Worker

Operators may be reminded for instance to avoid gap

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Unformatted text preview: h a particular focus on suprasegmental phenomena such as voice quality and intonation. Secondly, emphasis is placed on various aspects of the management of interactive spoken discourse. Operators may be reminded for instance to avoid gap and overlap in turn transitions, to use minimal responses frequently, to ask `open' questions and to pause so that callers can assimilate important information. Some of these considerations (e.g. the phrasing of questions) can be incorporated into a pre-written script, but many cannot (e.g. the placement of minimal responses and turn transitions, which depends on the behaviour of the caller). Probably the most important instruments of styling are the checklists used in many centres for purposes of assessment by supervisors, managers and `mystery callers' (that is, outsiders employed to perform `spot checks' by posing as real callers and then logging their assessment of the operator's performance). Here, for example, is a selection of the contents of a...
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