ethno-analytics

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The Ethnography of Experience

Posts tagged conversation analysis
Living in the Narrows: Mutual Misery and Relationship Building at Zappos

Conversation analysis is a tool that can help us understand how to engineer better conversations to build relationships and rapport not matter the topic. As Madison shows us, it doesn’t necessarily take a lot of speech to accomplish a lot of work. When we can engage in our conversations consciously and deliberately, we are in a better position to do as Madison does, and build better relationships with everyone in our lives. See how e can apply CA to a brief exchange between a contact center work and customer to unlock the power behind these moments.

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