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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
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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- Spring '08
- The Land