WEBINAR: Effective communication to engage prospective mediation clients
Professor Stokoe has conducted some fascinating research using conversation analysis of initial calls to mediation services. Perhaps unexpectedly, the research found that using words like ‘voluntary’ and ‘impartial’ to describe the mediation process, were not helpful. She will explain how instead, using a technique that described the mediation process itself, with fluency and without hesitation whilst giving focus to a future solution, drove higher rates of engagement. ‘Being impartial’, was more critical than explaining it.
This webinar will provide participants with practical tips on getting your language right to engage prospective clients with your services.
About Your Presenter:
Professor Elizabeth Stokoe
Professor Elizabeth Stokoe from the London College of Economics.
Elizabeth Stokoe is a professor in the Department of Psychological and Behavioural Science at The London School of Economics and Political Science. She conducts conversation analytic research to understand how talk works – from first dates to medical communication and from sales encounters to mediation and crisis negotiation.
Her research on mediation fed into a new communication approach for the Ministry of Justice in 2014. In addition to academic publishing, she is passionate about science communication, and has given talks at TED, Google, Microsoft, and The Royal Institution, and performed at Latitude and Cheltenham Science Festivals.
Her books include Talk: The Science of Conversation (Little, Brown, 2018) and Crisis Talk (Routledge, 2022, co-authored with Rein Ove Sikveland and Heidi Kevoe-Feldman). During the Covid-19 pandemic she participated in a behavioural science sub-group of the UK Government’s Scientific Advisory Group for Emergencies (SAGE) and is a member of Independent SAGE behaviour group. She is a Wired Innovation Fellow and in 2021 was awarded Honorary Fellowship of the British Psychological Society.
