Cameron2000_Styling_the_Worker

Your telephone manner should sound as if you have

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: abrupt (performance guidelines, auto insurance centre) `Expressive' intonation projecting attitudes/emotional states Our commitment is to give the caller an impression of excitement, friendliness, helpfulness and courtesy. Your telephone manner should sound as if you have been waiting for that particular call all day. You must never sound bored on a call (directory assistance centre employee manual) The objective at the beginning of a call is to demonstrate sincerity and warmth. Try to make the caller feel you are there for them . . . [avoid] a disinterested, monotonous tone to voice (performance guidelines, auto insurance centre) It has been argued that both smiling and using expressive intonation are symbolically feminine behaviours. In the case of smiling, nonverbal communication researchers point out that it is not simply a spontaneous expression of pleasure but often functions, especially with non-intimates, to signal deference or appeasement. In the words of Nancy Henley, the smile is `understood as a gesture o€ered upward in the...
View Full Document

This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.

Ask a homework question - tutors are online