Practicing what we preach: Assessing communication center client and staff perspectives of positive communication conferencing practices

Abstract

Using Mirivel's (2014) Positive Communication Model as a communication center conferencing training framework, both clients and staff were surveyed to determine  to what extent positive communication behaviors were present in communication center client/staff interactions as well as to what extent center staff self-perceptions of positive communication conferencing behaviors align with client perceptions of staff behaviors. Overall, all positive communication behaviors were present in interactions and client and staff perceptions closely aligned. The findings support the use of the Positive Communication Model as a useful framework for training communication center staff on effective conferencing behaviors.