Here’s a little case study of the ripple effect of UK government mixed messaging - universities and face coverings.
1. “Face coverings are no longer advised for students, staff and visitors either in teaching rooms or in communal areas” (DfE, 17.8.21)
“no longer advised” 🤨
2. Meanwhile, beyond campus, the government has
“removed the requirement to wear face coverings in law"
"but"
"expects and recommends that they are worn"
"in enclosed and crowded spaces where people may come into contact with people they don’t normally meet.”
3. Back to universities:
“There are no longer restrictions on the approach to teaching and learning in HE... There is no requirement for social distancing or other measures within in person teaching... [and there are no] restrictions to face-to-face provision.”
4. So, with what words are universities formulating their policies?
The hedged/contradictory gov words: “Whilst gov guidelines mean that the wearing of face coverings is no longer mandatory, the gov expects & recommends that you wear face coverings in crowded & enclosed spaces.”
5. Government not mentioned; frame includes 'community', 'culture of considerate personal responsibility', etc.
“Measures that will remain in place: Strong encouragement for staff and students to continue to wear face coverings inside and in crowded areas.”
6. Collective personal pronoun "we" (government not mentioned); frame includes 'community', 'respect':
“We still expect everyone to wear a face
covering indoors. This still applies to most indoor settings on campus, with some local exceptions and unless you are exempt.”
7. In Scotland, where masks are still legislated, a clear imperative:
“Everyone on campus will continue to wear a face covering in indoor spaces. This includes all staff, students and visitors in offices, labs and teaching spaces or other indoor areas.”
8. So, the UK government sets the tone for different (sometimes subtly) interpretations of its guidance (different verbs, grammar, hedging, conditions; e.g., 'expect', 'recommend', 'encourage', 'require') making public health messaging more vague and woolly than should be.
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Our ‘Following the Science’ Timeline charts the main behavioural science recommendations from SAGE & Indie SAGE about the measures needed to minimize the spread of COVID-19 alongside what the Westminster Government implemented and when.
🧵+🔗⬇️
2. The timeline covers four main areas: hand and respiratory hygiene, face coverings, physical distancing, and self-isolation...
3. ...it also covers selected events, news, and dates as an aide memoire, and some dates about emerging science (e.g., the airborne nature of Covid) where it had implications for behaviours like wearing face coverings or opening windows.
Regarding @IanCookson72's point below, #EMCA research shows us that whatever appears in the 'answer' slot in a conversation can be assessed (in the moment and post-hoc) for how it addresses the initiating 'question'. News interviews are full of examples.
2. There is a great deal of conversation analytic and other research on media / news / political interviews – too much for a thread – including on the thousands of Newsnight interviews.
3. If you’re not familiar with conversation analysis, transcripts use the ‘Jefferson’ system which, like music notation, includes the precise pace, intonation, etc. of real talk as it is produced, including gaps between and pauses within turns timed to the nearest 0.1 second.
'Build rapport' is at the heart of #communication skills training and #CX
It's obviously good to have good conversations, but what does ‘building rapport’ look like ‘in the wild’ – and does it 'work'?
1. Thread. 🧵
2. What actually counts as rapport building – in terms of words and phrases and 'tone of voice' – is "amorphous” and “nebulous”, says G.B. Rubin (2016) in her thesis on crisis #negotiation
'Active listening' and related concepts sound good but they're also imprecise.
3. One common piece of advice (and instruction) to ‘build rapport’ is to ask, “how are you today?”
‘How are you’ have also been called “the three most useless words in the world of communication"🤔
Let’s have a look at some salespeople ‘building rapport’ in #B2B conversations.
Some questions are *standardized* (e.g., surveys, scripts, instructions) and require reading out loud, word for word.
In business, research, law, medicine, etc., do people "just read them out"?
TL;DR: No. And there are consequences.
1. 🧵
2. We might take it for granted that, when 'standardized', questions will be the same whether spoken or written. The examples in the thread will show they're not.
Without examining actual interaction, we won't know the clinical, diagnostic, legal, etc. consequences either way.
3. Let's start with @rolsi_journal's research on the significant consequences of the way diagnostic instruments about #QualityOfLife are delivered in talk, compared to how they're written on the page.
2. If a person threatening violence can hear you on the phone, using ‘small talk’ - in this case, saying "y'all right" at precisely the place where it would routinely appear in an ordinary conversation - will help you sound like you’re having an ordinary conversation.
3. The caller uses her tacit knowledge that saying "y'all right" (or similar, like “how are you”) at this point in a call is routine and ordinary, helping the conversation sound routine and ordinary.
“How do open-ended questions improve interpersonal communication?”
TL;DR: They do not.
Let’s explore a common #communication assumption about 'open' and 'closed' questions with some data to see what they look like, and what they do, in real interaction.
1. Thread. 🧵
2. Google "open and closed questions” and you’ll find loads of articles and (often written or hypothetical) examples about them - tweet 1 is just one of many.
As @d_galasinski pondered recently: “I wonder who is responsible for fetishising open questions.”
3. When we examine questions as they are actually used - ‘in the wild’ - we find that yes/no (‘closed’) questions routinely receive more than ‘yes/no’ in response.
And just because a question is ‘open’ doesn’t mean it'll be answered.