Call-Centre Story: When Emotion, Credibility and Deception Collide

In this episode, the tables are turned.  May was the 12 month anniversary for this podcast and I wanted to do something different.  Each week you get to hear me inquiring into others' views, experiences, research and practice and for this one, you get to hear from me. Huge thank you to Mark Gilroy for his help and being our guest host for this anniversary special.    We explore my experiences with the podcast, what events have formed part of where I am and what I do now, my current areas of interest and research and share some powerful personal accounts.  There is a long old list of references for this one and here they are (I have done my best to put them in chronological order as they appeared in the show):   References:   Podcast episode 13 https://emotionatwork.podbean.com/e/episode-13-a-pause-and-reflection-from-me/   Podcast episode 14 https://emotionatwork.podbean.com/e/episode-14-emotion-at-work-in-stories-phil-willcox/   The blog I referred to around 9 minutes in https://www.linkedin.com/pulse/hush-race-phil-willcox   The Three Good Podcast hosted by Sukh Pabial and with Mark Gilroy (out guest host) talking optimism https://www.podbean.com/media/share/pb-rsiyg-8c00ff   Mark mentioned a quote 'If you don't know how much you need, the default is always more' - Ryan Holiday on the Tim Ferris show podcast at 12:34 https://tim.blog/2016/08/14/whats-important-to-you/   The Ignite talk that I did at the CIPD L&D Show in 2017 https://www.youtube.com/watch?v=clId_aHDLyY&list=UUSuNRzWJJ09BaatS3uYoaIw&index=33   The latest version of the MSc that I completed  https://www2.mmu.ac.uk/study/postgraduate/course/msc-communication-behaviour-and-credibility-analysis/   The Cooperative Principle - It was Grice, not Leetch, sorry https://glossary.sil.org/term/cooperative-principle   Face and facework - Erving Goffman - a nice summary http://www.glottopedia.org/index.php/Face_(concept)   Good Practice Live podcast that I mentioned http://podcast.goodpractice.com/93-live-from-london-what-is-the-state-of-the-nation   The Griefcast podcast that Mark mentioned https://www.acast.com/griefcast   Episode 12 with Dawn Archer - gives more on face and facework https://emotionatwork.podbean.com/e/episode-12-emotion-at-work-in-impression-management/   TMSDI - where Mark works https://www.tmsdi.com/   Mark's blog http://www.snap-leadership.com/     Books   Pragmatics - George Yule https://www.amazon.co.uk/Pragmatics-Oxford-Introduction-Language-Study/dp/0194372073/ref=sr_1_1?ie=UTF8&qid=1527587411&sr=8-1&keywords=pragmatics+george+yule   Everyday Talk - Karen Tracy and Jessica Robles https://www.amazon.co.uk/Everyday-Talk-Second-Reflecting-Identities/dp/1462511473/ref=sr_1_3?s=books&ie=UTF8&qid=1527590449&sr=1-3&keywords=everyday+talk   Deviate - the Science of seeing differently- Beau Lotto https://www.amazon.co.uk/Deviate-Science-Differently-Beau-Lotto/dp/1474600336/ref=tmm_hrd_title_0?_encoding=UTF8&&qid=&&sr=   Paul Ekman https://www.amazon.co.uk/Emotions-Revealed-Second-Recognizing-Communication/dp/B00M0DCPS0/ref=sr_1_4?s=books&ie=UTF8&qid=1527590676&sr=1-4&keywords=emotions+revealed   Presentation of Self in Everyday Life - Erving Goffman https://www.amazon.co.uk/Presentation-Self-Everyday-Penguin-Psychology/dp/0140135715/ref=sr_1_1?s=books&ie=UTF8&qid=1527590757&sr=1-1&keywords=goffman   Interaction Ritual - Erving Goffman https://www.amazon.co.uk/Interaction-Ritual-Face-Face-Behavior/dp/0394706315/ref=sr_1_9?s=books&ie=UTF8&qid=1527590757&sr=1-9&keywords=goffman   Forms of talk - Erving Goffman https://www.amazon.co.uk/Forms-Conduct-Communication-Erving-Goffman/dp/081221112X/ref=sr_1_1?s=books&ie=UTF8&qid=1527590857&sr=1-1&keywords=goffman+forms+of+talk   Frame Analysis - Erving Goffman https://www.amazon.co.uk/Frame-Analysis-Essay-Organization-Experience/dp/093035091X/ref=sr_1_1?s=books&ie=UTF8&qid=1527590901&sr=1-1&keywords=frame+analysis   The Strange Order of Things - Antonio Damasio https://www.amazon.co.uk/Strange-Order-Things-Antonio-Damasio/dp/0307908755/ref=sr_1_1?s=books&ie=UTF8&qid=1527590920&sr=1-1&keywords=damasio   More from Mark:  LinkedIn: https://www.linkedin.com/in/mgilroy/  Twitter: https://twitter.com/thatmarkgilroy   

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