Participating in a dialogue/Conversation
When talking with someone, it is helpful to know what type of conversation you are in. You can do so based on a conversation's direction of communication (a one-way or two-way street) and its tone/purpose (competitive or cooperative)
If you are in a one-way conversation, you are talking at someone, rather than with someone. If you are in a two-way conversation, participants are both listening and talking. In a competitive conversation, people are more concerned about their own perspective, whereas in a cooperative conversation participants are interested in the perspective of everyone involved.
Participating in conversations makes you a follower of the conversation without being involved as a recipient. You'll continue to get notifications when customer messages arrive and when staff replies go out. Participating is a great way for customer service team managers to stay involved in a conversation to help monitor response quality. You can also participate in conversations when you have plans to get involved at a later time or date.
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