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Behavioural Meetup
Guest Speaker: Guy Fielding
The Psychology of Conversation
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Communicating with
Customers: Practical problems and
Misleading models
Guy Fielding
horizon2
Bristol
20th March 2014
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In the beginning…
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In the beginning…
Michael ArgyleAdam Kendon
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In the beginning….
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Channels
xxx
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Defining/Conceptualising
Communication
“The imparting, conveying, or exchange of ideas,
knowledge, information etc (whether by speech,
writing, or signs)”
OED 1933
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Models of Communication
Shannon & Weaver
Information Theory
(1948)
signal
Tra
nsm
itter
Noise
Message
Encodin
g
Attenuation
Channel Receiv
er
Message
Decodin
g
Destin
atio
n
Sourc
e
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Models of Communication
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How Good is this Model?
Conversation and the communication of information (truth):
Most of what we say in conversation isn’t strictly true (Studies show
that people self-identify 60%-70% of what they say as “not strictly
true”)
People are very poor at detecting whether or not people are
telling the truth. We perform at about chance level.
People do not improve their ability to detect lies with increased
information: the closer and more important the relationship, the
poorer the ability to detect deception
People do not improve their ability to detect lies with increased
information: detection of deception is poorer face-to-face than in
telephone conversations
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How Good is this Model?
Polite, tactful
Rude, insolent
Funny, witty
Snobbish, standoffish
Friendly, warm
Arrogant, hostile
“Information Theory may
help us understand
something about the
transmission of information;
however, it doesn’t seem to
connect with any other key
aspects of human conversation”
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Models of Communication
Other functions of
conversation
Peter Robinson
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Business
EffectivenessBE-Short-term
BE-Long-termCustomer
Experience
Operational
Efficiency
External
OversightEmployee
Experience
Business
Enlightenment
What counts
as Good?
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Communication Channels
VoiceWeb
MobileEmail
Webchat
Inbound
OutboundIVR
Social mediaFacebook
Text/smsInstant messaging
smartphonesiPhone
Android
Blackberry
Feature phones
landlines
TabletsPC’s/laptops
BlogsFAQ’sWikis
In-storeWrittenSpoken
VerbalNon-verbalFace-to-face
Radio
TV
Press
BrochuresUser manual
YouTube
Video
teleconferencingVideoconferencing
Audio-conferencingSkype
Viber
LetterWhite mail
DMFaxes
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The Channel Metaphor
“Is this achannel?”
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“Functional Channels”
• Interpersonal communication
• Group/social communication
• Personal broadcasting
• Business/Task Communication
• News and information gathering
• Personal entertainment
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Functional Channels
• Voice calls
• Sms
• IM
plus
• Letters, postcards, cards
• Face-to-face
• Interpersonal communication
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• Group/social communication
• Facebook• Taking, sending, receiving photos
• IM
• Playing games
plus
• Face-to-face
Functional Channels
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• Personal broadcasting
• Blogs• Micro-blogs (Twitter)
Functional Channels
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Functional Channels
“This is not a communicatio
n channel”
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In the end (as in the beginning)….
B = P x S
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SS
In the end (as in the beginning)….
B = P x S
B = P x SSSbut
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