Table 4 Scoring and descriptive statistics for analysis of communication behaviours
Behavior | Scoring for each call | M (SD) Range | |
|---|---|---|---|
Pre-training | Post-training | ||
Greeting** | Dichotomous: 1 = greeting fulfils criteria; 0 = greeting does not fulfill criteria | 0.00 (0.00) 0.00-0.00 | 1.00 (0.00) 1.00-1.00 |
Open-ended questions | Proportion: The number of open-ended questions over all questions | 0.42 (0.21) 0.07-1.00 | 0.46 (0.23) 0.12-1.00 |
Acknowledging the caller** | Frequency: The number of utterances during which the operator acknowledges the caller | 0.10 (0.30) 0.00-1.00 | 1.60 (2.00) 0.00-6.00 |
Expressing empathy* | Frequency: The number of utterances during which the operator expresses empathy to the caller | 1.50 (2.06) 0.00-6.00 | 2.80 (3.33) 0.00-9.00 |
Agreeing with the caller (avoiding disagreements) | Proportion: The number of not-negative responses over opportunities | 0.97 0.80-1.00 | 1.00 1.00-1.00 |