The Interactional 'Nudge' - Talking About Talk
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- เผยแพร่เมื่อ 7 ก.ค. 2015
- Elizabeth Stokoe shows how conversation analysis works to provide a scientific understanding of talk, and how it can be harnessed to make people do what you want.
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Watch the Q&A here: • Q&A - The Interactiona...
First dates, police interviews, doctor-patient communication and commercial sales - they are all driven by talk. And an understanding of how talk works is crucial for success. Elizabeth Stokoe explains how conversation analysis works to provide a scientific understanding of talk as it unfolds in mundane as well as dramatic settings.
Rather than being messy and disorderly, she shows that talk is in fact organised systematically. Like behavioural change in ‘nudge’ theory, she also shows how small variations in what we say impacts on what others say and do next. Finally, she will demonstrate how her research findings can underpin communication training - in contrast to role-play and simulation - and upended common assumptions about how talk works.
Elizabeth Stokoe is Professor of Social Interaction at Loughborough University, analysing the science of interaction in settings including police interrogations, sales calls, and initial inquiries to services including mediation and doctors’ surgeries.
She teaches on the BSc Social Psychology programme, and also runs workshops with mediators, doctors, police and other professionals using her research-based communication training method called the ‘Conversation Analytic Role-play Method’.
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Came across a snippet of this on IG reels and glad to have found the full talk here. Thank you for sharing this!
Glad you enjoyed it!
I’m so happy only 856 people have seen this. It’s very valuable for me as a sales man.
Saving for later:
*Some (nudge yes) vs Any (nudge no)
*10 seconds of silence generally means a no
*Willing - makes people more likely to say yes
*But it doesn't have to happen yet. - stall interaction example was suicide
*Ask open ended questions that lead to free-narrative rather than dictating the result with specific verbs. ie tell me about what's happened since I last saw you vs how was your vacation.
Yes, I'd be willing to 'thumbs up' this talk.
And here we see the seminal work behind the Bene Gesserit Voice.
As always, very interesting.
Thank you!
i loved this!! keep up the good work!
I have been doing tech support over the phone for two years (my first job back in 2002) and I am doing it partially again the last year (although in a different and much better setting now), so I can relate to many things she was talking about. However my experience is that on some level, there are cultural differences of how complaints are build. And they have nothing to do with different languages (Q&A video). What makes me believe this? I was doing phone support for business clients (not home users) in Austria, Germany and Switzerland. Mostly it was in German language (occasionally in English) and I was speaking with technicians which made things a lot easier. But the way people talked, what points they mentioned and in which order, how they treated me in the first place and also how they managed silence from their own side, how they saw their position was very different. After some time a sort of pattern emerged and I simply knew what worked on Germans but less for Austrians, what worked for Swiss clients but less so for others. And they were speaking basically the same language (with accents). I would say that different cultures have different approaches on how to manage problems, approaches which directly alter the speech pattern and words used during the first seconds of a conversation. Different languages just amplify this. I wish I had recordings of my support calls and the time to analyze them, without it this is just pure speculation and just my own point of view (which might be biased). I must mention that I had also some “home” clients on the phone and with them there was little cultural difference to be seen, they behaved all in ways that was more or less identical and from my point of view, silly. So I would guess that it needs some intellectual background (tech guys on the phone) combined with culture from which the differences emerged. But that would be for another talk. I am overthinking it again.
+Erik Žiak (tramstefanikova)
Interesting!
This makes a lot of sense. I notice it myself just talking to people from various cultures using English. Aside from the obvious accents, there are seemingly small language behavior such as a extended silence like you mentioned that when combined displays the cultural differences in communication.
"Obviously spot on, mate." Actually I am in technical equipment sales, globally and in Montreal. I imagine some of you jumped to the conclusion I was "a UK or Aussie bloke" right!
Language is SO important Indeed I well remember in our English Protestant school system, here in Quebec, (over 50 years ago) our textbook- "Words Are Important"
which encouraged us in proper word selection in sentences. Here of course we are bilingual with French and there are many immigrant speech patterns to analyze for convincing conversation. It is all a most interesting topic.
Awesome video! Thanks for the upload
It's nice to see that academics like this lady are speaking via knowledge and expertise, totally unlike others I know in life. Lovely talk.
Very interesting & worthwhile, thank you
This is excellent research.
At 40:33, the question about whether you want to gift aid the ticket or buy the standard is just like in coffee shops when they ask whether you want the roasted blue mountain or the lighter Kenyan without telling you the price difference. It's essentially an intentionally deceitful question to which the answer should always be: "the cheapest". Whatever the answer, though, you know from then on that they value deceit as a tool to get your money.
Absolutely beautiful! Thank you for this my friend! You are a goddess of human communication.
Finally I know how to take over the world!
462:12 likes ratio, the power of conversation science has been proved
The talk with the doctor at around 12 minutes, did they test removing the words "some" and "any" altogether?
"Anything else" before I can I get back to my (busy) schedule?
Years of cue based training in schools, offices with authority figures who aren't really interested in you asking rhetorical questions where the expected answer is known beforehand.
what a beautiful accent and speaking style to listen to :) Is it from a particular part of Britain?
There's often more than one issue. I'm wondering what else I can address for you
(NLP / Rapport still being rediscovered after 50 years)
Great talk by Victoria Wood
Why cut off the Q&A at the end? I'd like to hear the answer to that question at the end. EDIT: Nevermind! There's a link to the Q&A in the video info.
Yup, we chop the Q&A off the end and add it as a separate video. It has a couple of benefits: 1) If a video is under an hour, TH-cam will auto-generate captions 2) Some people prefer to just binge on the talks and don't care for the Q&A's so they can just skip them
RI is the most scientifit and academic channel ever!
I was only a few minutes in and agreed- how language is SO important and about how to get even more compliance with- "Please re-use your towels" :
"Reuse your selected towel continuously OR . . . . our CCO* will target you for extermination !"
* Chief Compliance Officer.
. . . . LOL
is it requisite you describe the slide before just flipping the switch? Is it an etiquette thing?
Ughhh I know
Quite a good lecture, I skipped it for months because the title didn't sound interesting.
Ha!
Certainly an illuminating new approach toward human interaction especially important when used in negotations dealiing with life and death matters like the hostage scenario that she described.
One may however question the reductionist approach here, that invariably always has a downside and that is its potential for misuse.
If people really enjoyed their jobs, that would be more helpful for societies, rather than the use of manuals old or amended new ones, they are readily given. They are trained to follow instructions, which is a sure fire way to avoid responsibilty or think creatively.
However there is nobody to blame for it. It is a modern syndrome of our times of a market oriented paradigm, that basically entails one human being learning how to manipulate the other.
A cognitive approach to human relationships.
Speaking without feeling!
I just wonder if this any/some thing works with non-native speakers even is they are very good at English.
@Binnie Winna Torkle I see what you did there....XD
Out of curiosity, who are the 2 person sitting at the front row in the center in the big chairs?
Language what is the connection to culture and meaning?
bruh that ending I was on another page and thought her response to his question was to answer with silence for like 30 seconds 😭
The "wife talk" lol 😂
Say no More!
Who are the two suave and cultivated fellows front and centre in the VIP seats?
Dude on the left be mad chillin' yo.
+My ex-wife You've got an amusing way of using language, yo :P
+My ex-wife The older dude is Prince Edward, Duke of Kent - president of the R.I and the Queen's cousin. Don't know about the other dude.
+George Burdett Thanks!
That certainly gives him enough credibility for the outstanding seating location.
How did they find out what % of patients DID have more concerns but didn’t say so -- if they didn’t say so??? I am always suspicious of such round numbers ( here 50% vs. 90%).
One highly possible way is that they were asked (interviewed) right after they left doctor's office.
12:57 To my ears I do hear an L in "All right" not "A'right"
ive heard a lot of what problems there are, THAT they have studied and gathered a lot of data, but not the ways to avoid or work around. how can i be different after this lecture
I have never heard a doctor say, is there anything else we can do for you.
Just yesterday a salesperson knocked on my door and they had obviously practiced their pitch so much that there is basically no way to get out of the conversation without being impolite. I don't have hundreds of conversations a day about the same topic, so I'm at a severe disadvantage. My reaction to somebody using these tactics is basically to say "no" and "fuck off".
We have conversational norms in which we betray our preferences through sentence structure. For example the doctor who wants to get on to the next patient and doesn't actually give a shit about you is naturally going to ask the mandated follow up question in a way that implies you'd be bothering him if you had yet another god damn issue. The kinds of interventions that are being suggested here are very similar to A/B testing that is done on big websites. They will have some benefits, but you have to be very careful that you're not abusing them and subtly destroying the trust of people you're trying to manipulate.
Or, how to manipulate the plebs who don't go to art galleries anyway.
Why? Didn't get your point.
Help please! This incredibly smart person Is using so many dramatic pauses it’s bothering me
Interesting topic. Wordy and a bit repetitive. Room to improve.
"Training people to communicate better" is another way of putting "manipulate". Erh!
"Talk is cheap"
Might require innate skills to be so prepared on language trickery and result so harsh and unpleasant.
Oh! Trigger topic in video! ... Mediation is complete bullshit. I've been through the process four or five times with different parties in both family law and civil tort situations. If you are pressured to go through mediation then be clear that you must split the costs. If you somehow agree to cover all costs for mediation then you are just signing up to pay for a complete waste of time... Next pick a time limit. Be sure your mediator knows the time limit and that you will NOT pay for time that goes over the agreed amount. If you get close to the time limit they might ask you if you want to extend the time or meet again. Sure, say yes, only if they want to do it free. There is a reason you limit the time and that is to keep the costs below a budget. Tell them you do not have the budget to pay for more time. It was their job to keep mediation focused and cover all the topics necessary. If it takes more time than allowed for then somebody screwed up and someone needs to explain to you why you should have to pay more to finish the process. I think that it's the mediator's responsibility to keep on top of the schedule and to pay for it themselves if they need more time. It cuts into their profit margin, which is already high, then it won't be the end of the world for them. They can afford you extra time no charge if they allowed it to go over time. If they can't agree to this then they suck at mediation... Mediation can be done where the two parties are in different rooms, or where both parties are in the same room. Do not agree to mediation that takes place only where parties are in separate rooms. You may combine both methods where you start off in separate rooms and then come together in one room. I never felt happy with the results where both parties are kept separate the whole time. Maybe that works for some, but I was never happy with that process... Another important point is that you should make it clear to the mediator at the beginning that you will NOT be willing to sign anything or make a final decision at the end of mediation that SAME DAY. Even when mediation is done and the basics have been agreed make sure your meditator knows that you must have a night to sleep on the final decision. Tell them that if you feel pressured to do that anyway even after you have told them of this requirement then tell them this will be a deal breaker and that you might as well go home. Do not agree to make a final decision at the end of the day in the mediator's office. If you have come to an agreement and the next morning you do not feel comfortable with it then it was a bad agreement. You will regret having signed anything. Nobody is ever totally happy with an agreement, but you have to be still willing to sign it without pressure the next day. You might not like it, but at least you can live with it. If you sign anything that same day as mediation then you may end up acquiescing to a compromise you can't live with. You might as well admit that mediation was a waste of time and go through whatever costly process you were trying to avoid with mediation. Don't agree to anything just because you don't want to feel like that guy that's holding everyone up. If the mediation won't agree to having a night to sleep on the proposal then do not agree to mediation.... If I sound hostile and like I'd be a nightmare client in mediation, it's because of my past experience with mediation, which was never good. Mediation was created as a rational alternative to the excessive costs and time associated with the traditional legal process. But replacing a costly and time consuming process with another that is equally time consuming and expensive is stupid if you are not going to be any happier with the results.
So glad I have a habit of scanning the comments. You have written a remarkably useful essay. THANK YOU!
Why do all British researchers have a lisp?
this is science?
PaulMrThe In answer to your question - yes. A definition of 'science' as provided by the OED, 'the study of the structure and behaviour of the physical and natural world through observation and experiment.'
PaulMrThe Well, she is collecting data and evaluating it, looking for structure and patterns, so she and her colleagues can formulate some hypothesis which is then put to test to see how well it does. So it begins with data gathering and is data analysis and some output. What is most important was said in the Q&A video. Elizabeth does not want to guess what would work, she wants to take a look at recorded conversations, find out the ones which work as is intended and identify why they worked, and build the finding from there. Sounds very much like science. Scientific approach is also present.
+PaulMrThe Doctors managing to get more patients to open up or criminals willing to share more information during an interrogation. I don't see why you would consider that a bad thing.
@@onee bad thing? He did not say that.
@@mycount64 Imagine calling surgery office and ask same question without others word before, and your reveal the hidden force behind this question :)
'Nudge' = manipulation. Lets try it. "The Interactional manipulation - Talking About Talk." I would guess that the same reason Sales person is replaced with mediator. The conflict there is the business. Training should be replaced with teaching, kinda playing ha ha. To bad it's focused for the business instead of the consumer.
For some unknown reason, i don't like this.
Someone has a big ego
Avoid history.
You do realise that this person is working against your best interests? What a vile profession.
How so? It's no different than a psychologist studying behavior
Agree. It’s disturbing.