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(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 oered upward in the...
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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land