Learning to See Patterns, Episodes, and Turns in Communication

Jesse Sostrin

Chapter 9 in Re-Making Communication at Work, 2013, pp 95-106 from Palgrave Macmillan

Abstract: Abstract With the three foundational chapters on the basic chemistry, physics, and design of communication, you now have the essentials to see your patterns, episodes, and turns in communication at work. This chapter provides a simple framework that allows you to take a snapshot of your current working life and then to sift through it to identify potential patterns, episodes, and turns to re-make. The things that are working well for you and producing the kinds of experiences and outcomes you seek can be validated and left alone. The ones that are producing inconsistent outcomes or unwanted experiences are candidates for re-making. This straightforward process will help you identify those with the most potential for transformation. We begin with patterns, then proceed down to the levels of episode and the turns within them, but first, a metaphor to help you learn how to see communication.

Keywords: Customer Service; Customer Loyalty; Pattern Finder; Prefer Pattern; Customer Experience (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-33276-9_10

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DOI: 10.1057/9781137332769_10

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