In our latest episode, we meet Elizabeth Stokoe, author, leading expert on conversational analysis, and Professor and Academic Director of Impact at the London School of Economics and Political Science (LSE), UK. Liz shares her considerable experience in analysing conversations in real interactions, the importance of understanding that every word matters, and the subtle differences that each word can make.

She tells us about the development of her research-based communication training method, called CARM (the Conversation Analytic Role-play Method), to help people assess conversations and use the practices that produce better conversations. Liz provides examples of the myriad elements that make up conversations and how using those elements more effectively in customer service interactions is vital for delivering great customer experiences.

Many of these examples and guides for having great conversations in all situations are found in her book Talk.