Studying Science of Conversation

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Liz Stokoe Keynote – 2019 EmpowerCX Europe

“What does it actually mean to build rapport?” asks Liz Stokoe. As a professor of Social Interaction, Stokoe studies the science of conversation, demonstrating how every word in every line spoken by either person in a conversation has an impact on the outcome.

She is dissecting the idea of rapport during her EmpowerCX Europe keynote because for years, cold callers have been told that’s what they need to build with the person on the other end of the line in order to increase their chances of selling.