Exact(6)
Finally, Fragment 7 illustrates the practice of providing a preaccount, which very neatly avoids caller resistance.
Fragment 6 follows on from the caller resistance in 5 above.
Analysis of the corpus and even of this particular call provides a solution to such caller resistance.
Providing a preaccount explaining why this information is being collected can make it easier for call-handlers, minimise the potential to offend service users and head off caller resistance.
Given the possible sensitivity of the question, a preaccount explaining why an organisation is collecting the information can help to minimise the chance of causing offence, minimise caller resistance, and enhance call progressivity.
In the following analysis, we identify problems in the telephone interactions when asking the ethnicity question, including caller uncertainty about how to respond, in particular how to self-identify and what constitutes an ethnic category, caller resistance to providing an answer to the question and, finally, call-handler presumptions about caller responses and their impact on validity.
Similar(54)
The interactive training tool guides call-handlers through the different ways the ethnic monitoring question can be asked; and how problems such as caller uncertainty, resistance and call-handler presumption can be avoided, and the quality of the data gathered optimised.
Conventional histories describe Wounded Knee simply as the end of Indian resistance to colonization; guests and callers to "Native America Calling" repeatedly emphasized that the event ruptured Sioux families and traditional and religious values.
Findings suggest that caller uncertainty about how to answer the question, resistance to answering and call-handler presumption can compromise the effectiveness of ethnic monitoring.
Other features include a personal security alarm and audio technology that slows down fast talkers, and adjusts the frequency of voice callers relative to a person's age, and water resistance.
Recommendations to improve the consistency and validity of telephone-based ethnic monitoring include: avoiding open question formats to ease caller uncertainty; offering callers a rationale for the question to minimise resistance and confirming the accuracy of the ethnic category recorded.
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