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Human communication in customer-agent-computer interaction Face-to-face versus over telephone 电话-

Human communication in customer-agent-computer interaction:Face-to-face versus over telephone

Anette Kira a,*,David M.Nichols b ,Mark Apperley b

a AgResearch Limited,East St.,Private Bag 3123,Hamilton,New Zealand

Department of Computer Science,University of Waikato,Private Bag 3105,Hamilton 3240,New Zealand

a r t i c l e i n f o Article history:

Available online 18July 2008

Keywords:

Customer-agent-computer interaction Human communication Telephone Face-to-face

Communication mode

a b s t r a c t

Customer service can be provided over various communication modes,such as face-to-face,telephone,email or websites.In this paper we examine a setting where a service,such as travel planning,is provided to a customer through a human agent,either face-to-face or via telephone.Speci?cally,the setting requires three entities,a customer who has approached a business,a representative for the organisation and a computer which the representative uses to support the task.Two experiments were conducted to investigate how the two human entities interact over two different communication modes (face-to-face and telephone)when there is also a computer involved in the interaction.The results showed a signi?-cantly shorter task completion time via telephone.There was also a difference in the style of communi-cation,with face-to-face having more single activities (such as talking only),while when using the telephone there was more doubling up in activities (talking while also searching on the computer).There was only a small difference in subjective satisfaction.The results suggest that telephone interaction,although containing fewer communication cues (such as body language),is not necessarily an impover-ished mode.Telephone interaction is less time consuming and more task-focused.

1.Introduction

Customer service can be provided over various communication modes,such as face-to-face,telephone,email or websites.Histor-ically,much customer service has been provided face-to-face,however,increasingly service is provided via telephone or com-puter-based methods,such as email,web sites and instant messag-ing.In the ‘old factories’,work was concentrated on the manufacturing ?oor,while the ‘new factories’concentrate on offer-ing services through customer representatives working in front of a computer (Bowers &Martin,2000).Many types of organisations provide customer service as part of their activities,including travel agencies,banks,insurance companies,supermarkets,call centres,clothes stores,car sales yards,etc.There are different kinds of ser-vices;for instance,moving a power account to a different address,designing overseas trip,or assisting customers with clothing pur-chases.The goals of the service vary with the genre of the organi-sation;electricity provider call centres focus on reducing the time required for answering and processing a call –whereas the travel industry focuses on providing an enjoyable experience for the customer.

There is considerable debate in the literature about the pros and cons of the old and new approaches to customer services –largely

centering on the ef?cacy of the interactive process.One process of increasing interest in this respect is the customer agent computer interaction (CACI –see Fig.1).CACI focuses on collaborative inter-actions such as purchasing a plane ticket at a travel agency.Collab-oration involves two or more people engaging in some common task,interacting with various tools and products and communicat-ing to co-ordinate their work (Dix,Finlay,Abowd,&Beale,1998).For example,in client service interaction,the agent needs to com-municate with the customer while also interacting with a com-puter (Bowers &Martin,2000;Lawrence,Atwood,&Dews,1994).The customer is also trying to accomplish their goal (book-ing a ?ight)with the computer system,but is doing so via the orga-nisation’s representative.Hence,the agent acts as an interface between the customer and organisation (Randall &Hughes,1995).Some research suggests that as long as people can communicate verbally,adding visual communication does not improve the inter-action (Chapanis,Ochman,Parrish,&Weeks,1972;Gale,1991;Ochsman &Chapanis,1974).Additionally,it has been argued that when completing a course on problem solving,Web-based interac-tion does not differ signi?cantly from face-to-face interaction (Or-vis,Wisher,Bonk,&Olson,2002).Chapanis et al.(1972)and Ochsman and Chapanis (1974)conducted a series of studies inves-tigating communication modes,ranging from written-only to face-to-face,involving two people collaboratively solving a task,with one person being an ‘ideal computer’and the other person the ‘computer user’.An impoverished communication mode,such as

*Corresponding author.Tel.:+6478385093;fax:+6478385117.E-mail address:anette.kira@https://www.doczj.com/doc/9a5209658.html, (A.Kira).Computers in Human Behavior 25(2009)

8–20

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telephone or electronic communication,might not necessarily lead to a less satisfactory outcome or process of communication(Ochs-man&Chapanis,1974;Orvis et al.,2002).

Other research,in contrast,suggests that there is a difference in outcome,style and content between audio-only and face-to-face communication(Rutter,Stephenson,&Dewey,1981;Short,Wil-liams,&Christie,1976;Suchman,1987).Audio-only interactions are more task-oriented,depersonalized,less spontaneous,and end in a different outcome,and additionally audio-only interaction has fewer interactional cues,such as body language or the activity of the other collaborator.Face-to-face communication style has more speech overlaps(people speaking at the same time)and a shorter pause,while audio-only has longer speech acts and fewer conversational turns,more pauses and less overlaps(Matarazzo &Sellen,2000).Furthermore,it has also been suggested that peo-ple preferred face-to-face interactions(Fletcher&Major,2006; Masoodian&Apperley,1995;Masoodian,Apperley,&Frederikson, 1995).

With the increasing use of CACI interactions in commerce the issue of its ef?cacy compared to traditional communication meth-ods is also gaining in importance.Research thus far into CACI inter-actions has been limited.In one of the few studies Steel,Jones,and Apperley(2001),Steel,Jones,and Apperley(2002)and Steel(2003) investigated adding auditory feedback to the computer and cus-tomer communication channel,in a simulated utility call centre setting where the participants communicated via telephone.The purpose was to provide auditory information about the state of the computer directly to the customer.In one auditory feedback study(Steel et al.,2002)there were indications that the added auditory feedback enhanced the interaction,by improving task completion time and?ow of interaction.However,in the second more constrained experiment,there was only a very small non-sig-ni?cant difference in task completion time,?ow of interaction and subjective satisfaction.The conclusion from these studies was that adding auditory feedback did not appear to have a signi?cant effect on the interaction.Olsson(2007)observes that in order to assess why adding auditory feedback did not improve the interaction,fur-ther research into the communication between agent and cus-tomer is required.

The research setting described in this paper requires three enti-ties:one or more customers who have approached a business,a representative for the organisation(the agent)and the agent’s computer.In addition,there is also an asymmetry between the hu-man roles,where the customer has speci?c details relating to the task,and the agent has the domain expertise.The agent mediates between the customer and information system.The customer who wants a service or product has the detailed information needed to complete the task,but is not directly interacting with the computer.

The purpose of these studies were to investigate if communica-tion mode,face-to-face versus telephone,has an effect on how people communicate in a customer service setting when there is a computer involved in the interaction.Section3describes the?rst experiment including method(Section3.1),results(Section3.2) and discussion(Section3.3).In Section4a second experiment is described which focused on subjective satisfaction,including method(Section4.1),results(Section4.2)and the discussion(Sec-tion4.3).The combined?ndings from both experiments are dis-cussed in Section5.

2.CACI interaction–a theoretical background

Those transactions where the agent acts as an interface be-tween the customer and the organisation,using a computer,are a common occurrence in daily business communication.However there is a distinct absence of literature that describes and investi-gates CACI interaction.Therefore it is necessary to draw direction and corroboration from related?elds,such as computer supported collaborative work(CSCW),customer service and human-communication.

The primary product for many commercial organisations is to offer a service,and hence providing good customer service is essential.In the‘old factories’work was concentrated on the man-ufacturing?oor,while the‘new factories’concentrate on offering services through customer representatives working in front of a computer(Bowers&Martin,2000).Millard et al.(2000)argue that 70%of the customers that terminate their relationship with a busi-ness leave because of bad service.Because of the vast number of service interactions and their relationship to important outcomes, such as loyalty,sales and satisfaction,it is essential to understand how to manage service encounters,even in industries that are not traditionally de?ned as service industries(Bitner,Brown,&Meu-ter,2000).Bradshaw and Brash(2001)de?ne customer relation-ship management as

‘‘...a management approach that enables organisations to iden-tify,attract and increase retention of pro?table customers,by managing relationships with them.”

The call centre is where an organisation,which does not provide face-to-face customer contact,gets an opportunity to understand the clients’needs,and to offer solutions and support to the organi-sation’s product and services(Tanir&Booth,1999).It is important to ensure that:

s The customer receives quality service.

s The service is delivered promptly.

s That many customers are served‘at their convenience’.

There is a substantial amount of research into how people work together via computers(for example,Grudin,1988&Gutwin& Greenberg,1998),and their focus has been on making electronic collaboration easier.Research has also investigated how groups work together and how to classify different types of collaboration (for example,Bardram(1998),Grudin(1994),Gutwin&Greenberg (1998)).The time/space matrix is the most common classi?cation and splits collaboration into whether the participants are working co-located or remotely,and if they are working synchronously or asynchronously(Dix et al.,1998).For example,when two people are communicating face-to-face,it is co-located and synchronous.

Human-to-human communication is often complex and it can be ambiguous and error-prone(Balint,1996),and additionally,hu-mans only have a limited amount of cognitive resources(Walker, 1994).When solving problems,communicating with other humans is only one of the activities that require cognitive https://www.doczj.com/doc/9a5209658.html,-munication has to share the available resources with other activi-ties,such as making inferences,retrieval from long term memory and interacting with other artefacts.In certain situations,for example business and?nancial administration,where correctness and exactness is important the inclusion of a computer can assist in achieving the desired precision.

There are different formats of human communication such as face-to-face or telephone,depending on the setting and the

H c H a C H c H a C

a b

https://www.doczj.com/doc/9a5209658.html,paring human(H c)–human(H a)interaction over two different commu-

nication modes:(a)telephone(t)and(b)face-to-face(f).

A.Kira et al./Computers in Human Behavior25(2009)8–209

artefacts in that setting(Greatbatch,Luff,Heath,&Camion,1993; Lawrence et al.,1994;Ten Have,1991).An example is the asym-metric communication between a patient and a doctor(Greatbatch et al.,1993;Ten Have,1991).When a patient visits a doctor,it is the patient’s,not the doctor’s,health that is under review(Ten Have,1991).The patient reports on their illness,answers the doc-tor’s questions and accepts(or chooses not to accept)the physi-cian’s recommendation.The doctor,on the other hand,listens, investigates and diagnoses.However,the asymmetry is not always consistent;at times the doctor-patient communication may be a normal informal conversation between equals,while at other times it may be formal and asymmetrical.Participants may also move between the formal and informal modes during a consultation.

One common CACI scenario can be found in telephone directory https://www.doczj.com/doc/9a5209658.html,wrence et al.(1994)and Lawrence et al.(1995)sug-gest that a telephone directory assistance agent is in effect a‘sur-rogate user’between the customer,with the question,and the computer containing the desired information.The agent has to bridge the‘gulf of execution’(Norman,1988)between the client’s language and the technical terms needed for the computer.The ‘surrogate user’needs to obtain information from the customer, translate it into technical terms and search for the listing on the computer,and then translates the technical result back to the cus-tomer.This translation from‘social’to‘technical language’is often not trivial(Lawrence et al.,1994)and additionally,the agent has to vary the use of social and technical language due to the character-istics of the caller;for example,if the caller was elderly or a child, the operator reverts to a more social interaction.

Social interaction is often time consuming,but directory opera-tors are often required to complete the task as quick as possible (Lawrence,Atwood,Dews,&Turner,1995;Muller et al.,1995). Thus to speed up task completion,‘technical language’is brief and factual,and is employed with little social talk(Lawrence et al.,1995).Conversational turns are short and words were often omitted;for example‘‘In Brooklyn?”instead of‘‘Is that number in Brooklyn?”.To encourage a technical,as opposed to a social communication style,the greeting can be directive and task-ori-ented,such as‘‘What city,please?”.Furthermore,the operators who are better at working in parallel with the two contexts,tech-nical and social,complete the request in a shorter time.The faster operators are able to work with the computer and the customer at the same time,leading to fewer interruptions.The slower opera-tors,on the other hand,work in more of a‘response mode’,driven by the customer,leading to more interruptions due to the agent typing or waiting for the customer to formulate their next utterance.

The ability of an agent to manipulate the computer system and understand the clients needs has led Muller et al.(1995)to suggest that a telephone directory assistant is not just a‘surrogate user’, but is more of a knowledge worker,in contrast with Lawrence et al.(1994)and Lawrence et al.(1995).In addition to knowledge of the computer system and an ability to translate between the computer system and customer,the operator also needs:

s Knowledge of the customer’s world,for example,knowledge of unusually spelt locations,such as‘‘Berkeley”being‘‘Buerkle”. s Changes that occurs in the customer’s world,for example,a change in the name of a government agency.

s Knowledge about information that is not stored on the com-puter database.

As well as speci?c knowledge,the agent also needs further abil-ities,such as,problem solving skills and interpersonal skills, including an ability to collaborate with the customer to re?ne the queries.

Another social environment where CACI has been studied is be-tween the customer and agent at travel agencies(Halloran,2002; Randall&Hughes,1995;Rodden,Rogers,Halloran,&Taylor, 2003;Scaife,Halloran,&Rogers,2002).One of the main problems in the interaction between the customer and agent is the asymme-try,both in the physical layout of a travel agency and how the information is represented for the two parties.The physical layout at a travel agency makes it dif?cult for the customer to be part of the collaboration,even if they wanted to(Halloran,2002;Rodden et al.,2003;Scaife et al.,2002).In a typical travel agency situation, the customer and the agent sit on either side of a desk.The agent has access to the information system,while to the customer the agent is the interface to the computer system.

A constraint on effective collaboration can be the difference in information representation.The customer’s itinerary is often orga-nized chronologically,while for the agent the trip has to be worked on by product category,for instance,?ights,tours or accommoda-tion(Halloran,2002;Rodden et al.,2003;Scaife et al.,2002).The information available for the customer,such as brochures or hand written notes,is different to the information the agent uses,such as computer-based?ight booking systems.Additionally,the infor-mation on the computer is tailored for the agent and does not usu-ally account for the additional interaction between representative and client.The interaction between the agent and customer is pre-dominantly verbal as the customer tells the agent what they want and the agent reads out various options.However,due to the com-plex nature of travel booking,the interaction often becomes com-plicated,with the customer having to remember many different options.It is common that the agent at this stage prints out a sum-mary of various options and uses the printout as a discussion point (Halloran,2002).

People communicate via a range of methods,including spoken language,non-speech sounds or body language.Co-located syn-chronous modes of communication,such as face-to-face,support all the different types of communication cues,such as spoken and body language,while remotely located modes,for example telephone,only support some of the available cues,for example spoken language only.There are both advantages and disadvan-tages with co-located synchronous(face-to-face)communication (Nardi&Whittaker,2001);one advantage is that it supports sus-taining a social relationship which is required to enable remotely located collaboration.Galin,Gross,and Gosalker(2004)found that face-to-face was substantially faster than electronic communica-tion,but there was no signi?cant difference in outcome,such as?-nal price and number of payment instalments.But there are also disadvantages with co-located communication;it requires effort, it can be disruptive and costly,since people,by de?nition,have to be at the same location(Nardi&Whittaker,2001).

Research into human–human communication appears to be inconclusive(for example;Gale,1991;Ochsman&Chapanis, 1974;Rutter et al.,1981;Short et al.,1976;Suchman,1987), and also,in these early studies the participants did not have ac-cess to computers.In the collaborative computing studies(for example;Bardram,1998;Grudin,1994;Gutwin&Greenberg, 1998),both humans have access to a computer,and there is nor-mally some amount of shared information via the computer screen.The research area discussed in this paper,the customer-agent communication channel of CACI,differs markedly from both human–human communication studies and collaborative computing studies.Unlike human–human communication stud-ies,there is a computer involved in CACI,thus providing a third dimension to the task.CACI also contrasts with collaborative computing in that although there is a computer involved,only one of the users has access to it,there is no sharing of the infor-mation via a computer and the people are not communicating via a computer.

10 A.Kira et al./Computers in Human Behavior25(2009)8–20

The frequency of CACI transactions and its intimate relationship with customer service,retention and revenue for commercial and governmental organisations highlight the validity of and need for research in this?eld.In addition,the lack of research into CACI, in particular the customer-agent communication channel,the inconsistent?ndings in previous human communication studies, and the results from the auditory feedback in CACI studies all sup-port the value of research in this area.

https://www.doczj.com/doc/9a5209658.html,paring human–human communication face-to-face or over telephone

An experiment was conducted as a result of the studies carried out into the use of auditory feedback in CACI(Olsson,2007;Steel et al.,2002;Steel et al.,2001)and the inconsistent?ndings from pre-vious human communication research,for example Ochsman and Chapanis(1974)and Rutter et al.(1981).The experiment was based on Ochsman and Chapanis(1974)work and a similar design was used.The aim was to investigate the differences in human–hu-man communication in CACI comparing face-to-face and telephone modes where there is a computer involved in the interaction.The hypotheses were:

There will be a difference in task completion time between face-to-face and telephone conditions.

There will be a difference in style and content conditions between the face-to-face and telephone condition.

There will be a difference in subjective satisfaction between face-to-face and telephone condition.

3.1.Method

The experiment was a between-subject study,where partici-pants performed one task either face-to-face or via telephone. 3.1.1.Participants

In each session there were two participants,one person was randomly assigned the role of agent and the other the role of cus-tomer.There were19participant pairs in total,9in the face-to-face condition,and10in the telephone condition.Due to technical recording problems there was an imbalance in the number of par-ticipants between the experimental conditions.There were an even distribution of male(20)and female(18)participants of vary-ing cultures including New Zealander,Asian and European.The ages varied from19to49and educational lever varied from no ter-tiary education to Bachelor or higher.

3.1.2.Tasks

Ochsman and Chapanis(1974)used a number of criteria for selecting their tasks,because and a similar task selection process was used for this study.Based on Ochsman and Chapanis’work, the following criteria were used for this study:

The problem was practical and real.

The problem did not require any special skill or knowledge for the participating‘‘actors”.

Both participants needed to collaborate and communicate to be able to solve the task.

Additional to Ochsman and Chapanis’criteria,for this study it was important that the tasks were not too short to ensure that en-ough communication data could be collected.The task selected was a?ight booking task.The customer had a range of criteria for the?ight booking and the agent had to?nd a?ight that best ful?lled these criteria.These criteria included the departure date and time,and the destination.

In a real situation,a customer decides when an option has been found that most satis?es their needs.Hence,to give the study as much external validity as possible,the customer was given the responsibility to decide when the task was completed.

The agent and customer were given separate instructions.The instructions included all the information needed to perform the task,but also restrictions.It was strongly emphasized that the par-ticipants were only allowed to communicate verbally and they were not allowed to share any notes,computer screen or other re-sources.The instructions for the agent included information about the websites,and also restrictions on what could be done.For example,‘‘the customer has to use the same airline in both directions”.

3.1.3.Data collection

To address the three hypotheses a range of data was collected: Difference in task completion time.

s Task completion time.

Difference in style and content conditions.

s Number of correctly selected?ight details.

s Activity sampling.

s Duration of utterances of time in conversation.

Difference in subjective satisfaction.

s Subjective satisfaction questionnaire data.

The selection of data collection was based on previous human communication research by Ochsman and Chapanis(1974), namely,task completion time and activity sampling.However, since other research(for example,Rutter et al.,1981)suggested that face-to-face communication resulted in a different outcome and a different communication style,selected?ight details(out-come)and utterances data was also collected.In addition,because it has also been argued that people prefer face-to-face communica-tion(Fletcher&Major,2006;Masoodian et al.,1995)it was decided to also collect subjective satisfaction.

3.1.3.1.Task completion time.The task completion timing started when the participants initiated the conversation and?nished when the customer stated that the task was completed.In the tele-phone condition,the timing started as the customer established a telephone connection with the agent,and ended as the customer hung up the phone.

3.1.3.2.Selected?ight details.At the end of the session the customer was asked to state the outcome of the interaction.The task had been set up such that there was only one correct option for each question.The number of correct options was counted,with?ve meaning that they were all correct and zero meaning none of the details were correct.

3.1.3.3.Activity sampling.An activity sampling method was used to collect qualitative information about the interaction.The activity the participants were engaged in was recorded every?fth second. Not all categories used by Chapanis et al.(1972)were relevant to this experiment,for example‘handling parts’as there were no physical parts that the participants needed to handle to complete the tasks.Based on Chapanis et al.’s work,12categories were used in this experiment to classify the activities(see Table1).

A.Kira et al./Computers in Human Behavior25(2009)8–2011

3.1.3.

4.Speech utterances pattern.Data about speech utterances, such as duration,place in communication,which person made the utterance,was collected,based on Rutter and Stephenson’s (1977)experiment.Each time a participant started an utterance and when the participant stopped the utterance was recorded. An utterance was de?ned as a continuous string of speech,irre-spective of whether this was a complete sentence or part sentence. There could be an overlap in utterances,when the participants talked at the same time.Examples of utterance included:

‘I am trying to?nd a?ight with Qantas now’or,

‘I am just trying’.The speech utterance data contained two subsets:

Duration of utterances;it was recorded when the utterance started and?nished.The length of that utterance was calculated.

For example:

The time in the conversation where the utterance took place.

The middle point of the utterance was calculated using the start and end of the utterance and was rounded to the nearest whole second.

3.1.3.5.Subjective satisfaction.Subjective satisfaction was collected via a post-task questionnaire.The participants were asked to?ll out a questionnaire after the completion of the task.The question-naire included questions such as the level of frustration,satisfac-tion,understanding etc.and was similar to the one used by Masoodian et al.(1995).All questions were on a7point Likert scale,with1being the least favourable rating and7being the most favourable rating.

3.1.

4.Materials

3.1.

4.1.Location.The experiment was held in a usability laboratory using two rooms for the participants.For the face-to-face condition both participants were located in a single room,with the customer sitting on the opposite side of a table and so not able to see the computer screen.For the telephone condition,the agent was located in the?rst room and the customer in a second room.

3.1.

4.2.Hardware.For the telephone condition a hands-free tele-phone was used by the agent and a standard telephone by the cus-tomer.For the face-to-face condition there was no added communication hardware.For both conditions,the agent used a standard desktop PC.

3.1.

4.3.Software.The agent used the online booking sections of the websites of Air New Zealand(https://www.doczj.com/doc/9a5209658.html,)and Qantas (https://www.doczj.com/doc/9a5209658.html,),see Fig.2.

All sessions were recorded the video recordings contained the computer screen and the faces of the customer and the agent. The associated audio recording included both the customer and the agent.3.1.5.Procedure

The procedure for each session was:

Participant who was assigned the job of agent was greeted by researcher.

The agent was given a short training session on the websites,as well as?ve minutes to familiarize themselves with the sites. The other participant,the customer,arrives.

The procedure was simultaneously explained to both partici-pants,followed the ethical consent procedure,which included information that the study was about communication.

The participants were given written instructions.

The participants performed the task.

The participants?lled out a questionnaire.

For both conditions the participants were only allowed to com-municate verbally.They were not allowed to share any notes,writ-ten or typed,nor were they allowed to share the computer screen.

3.2.Results

This section covers each of the collected data sets.

3.2.1.Task completion time

The mean task completion time for the telephone condition was 1148s,while it was1937s for the face-to-face condition(see Table 2).However,the standard deviation was larger for the telephone condition(655s)than the face-to-face condition(457s).

The task completion time data was continuous but not normally distributed,consequently a Wilcoxon Rank-Sum test was used for calculating statistical signi?cance(Bhattacharyya&Johnson, 1977).The sum of the ranks was120for the face-to-face condition and70for the telephone condition.The probability of obtaining a rank sum of119or greater on a sample of19is less than0.009. Hence the difference between the conditions was statistically sig-ni?cant(Wilcoxon Rank-Sum,N=19,p-value=0.018).

Most of the face-to-face pairs had longer task completion times than the pairs in the telephone condition.Seven of the10partici-pant pairs in the telephone condition had shorter task completion times than any participant in the face-to-face condition(see Fig.3).

3.2.2.Outcome

Descriptive statistics were calculated for the outcome,and there was only a small difference between the two conditions.Overall, the face-to-face condition had a slightly higher mean number of correctly selected criteria.The difference was very small though with the mean for face-to-face4.1and for telephone3.7.

3.2.3.Activity sampling

As described in the method section,the activity sampling was taken every?ve seconds of the entire conversation.Descriptive statistics were calculated for activity sampling(see Table3).Be-cause the task completion time was longer for the face-to-face con-dition,the data was normalized.Overall the face-to-face condition had more occurrences of single activities,while the telephone con-dition had more occurrences of dual activities(see Table4).

For all the single activity categories,the face-to-face condition had a higher count(see Fig.4).In contrast,for all dual activities, the telephone condition had a higher count.Some categories con-tributed more to the overall difference.

As the data was categorical a chi-squared test was used to cal-culate the statistical signi?cance of the activity sampling(Bluman, 2001).The result for the activity sampling was statistically signif-icant,at0.01level(chi-squared,N=19,p=<0.001).A chi-squared test also helps to indicate which categories contributed to the p-va-lue.The main contributing categories were‘Listen and Search’,‘Just

Table1

Activity classi?cations used to classify the participants’activities

Single activities Dual activities

Talk only Talking and searching

Talk pause Talking and making notes

Listening only Listening and sending

Search only Listening and searching

Making notes Listening and making notes

Waiting Searching and making notes

Other

12 A.Kira et al./Computers in Human Behavior25(2009)8–20

Listen’and ‘Just Talk’,where both conditions contributed.The tele-phone condition had a lower than expected (based on the chi-squared calculation)observed count for all the single activities,while the face-to-face condition had a higher than expected ob-served count for all single activities.In contrast,for the dual activ-ities,the face-to-face condition had a lower than expected count on

four of ?ve categories,while the telephone condition had a higher than expected count on four of ?ve categories.

3.2.

4.Speech utterances over time in conversation

Data pertaining to utterances over time in the conversation were also

collected.

Fig.2.Screen shot of the search page for the Qantas website during the time of the study.

Table 2

Descriptive statistics of task completion time

Face-to-face N =9

Telephone N =10Mean

19371148Standard deviation 457655Median 1770900Maximum 25752250Minimum

1455

525

Table 3

Descriptive statistics of single and combined activities for both conditions

Face to face N =9Telephone N =10Single

Combined Single Combined Mean

34.2524.5915.7219.93Standard deviation 51.836.3138.4334.51Median

1.5

A.Kira et al./Computers in Human Behavior 25(2009)8–2013

3.2.

4.1.Duration of utterances.Descriptive statistics about the dura-tion of each individual utterance was calculated.The mean dura-tion of utterances was longer for the telephone condition,3.30seconds versus 2.81for the face-to-face condition.There was large standard deviation for both conditions.For both condi-tions the majority of utterances were of short duration,less than three seconds.Additionally there was only a small difference be-tween the roles.

3.2.

4.2.Count of utterances.Data was collected regarding the num-ber of utterances.The data was normalized by dividing the number of utterances for each participant by the task completion time for that participant (see Table 5).There was no difference in normal-ized number of utterances between the conditions.

3.2.

https://www.doczj.com/doc/9a5209658.html,paring duration and number of utterances.A comparison was made of the duration of utterances against the number of utterances.For each participant the duration of utterances and the average number of utterances was calculated and plotted (see Fig.5).The telephone condition had more data points in the upper left corner,that is,utterances of longer duration and lower frequency.In contrast,the face-to-face condition had more data points in the lower right corner,that is,higher number of utter-ances but utterances of shorter duration.

3.2.5.Subjective satisfaction

There was only a small difference in the questionnaire response between the conditions.The overall mean rating for the face-to-face condition was 4.16and for the telephone condition it was 4.67(7was the most favourable rating,see Section 3.1.3).Standard deviation,median,maximum and minimum values were all very similar between the conditions.

There were small differences between the conditions for indi-vidual questions (see Fig.6).For most of the questions,the tele-

phone condition had a more favourable rating.In particular,the ratings for satisfaction of conversation,level of frustration,task complication and task completion were more favourable for the telephone condition.For understanding the conversation and for ‘the expressiveness of the conversation’the face-to-face condition had a slightly more favourable rating.

Statistical signi?cance was calculated using a Mann-Whitney U test,as the data was continuous,normal distribution could not be assumed,and it was collected from two independent samples (Bhattacharyya &Johnson,1977).There was only one signi?cant difference between the conditions,which was for question 3(‘‘Was the length of completing the task as expected?,p =0.05).None of the other questions showed a signi?cant difference.

Table 4

Normalized data (over task completion time)descriptive statistics of single and combined activities for both conditions

Face to face N =9Telephone N =10Single

Combined Single Combined Mean

0.080.060.060.09Standard deviation 0.120.090.110.13Median

0.02

0.01

0.00

0.01

Table 5

Descriptive statistics of the number of utterances normalized over task completion time

Face-to-face N =6

Telephone N =7Mean

0.160.16Standard Deviation 0.020.03Median 0.150.15Maximum 0.180.23Minimum

0.13

0.12

14 A.Kira et al./Computers in Human Behavior 25(2009)8–20

3.3.Discussion

There were three hypotheses for this experiment.The hypothe-sis that there would be a difference in task completion time be-tween face-to-face and audio-only condition was supported.On average the face-to-face condition had a signi?cantly longer com-pletion time than the telephone condition.Moreover,most people in the telephone condition had shorter task completion times than any of the participants in the face-to-face condition.

The hypothesis that there would be a difference in style and content conditions between the face-to-face and audio-only condi-tion hypothesis was supported.There was a statistically signi?cant result in the activity sampling,in contrast with Chapanis et al.’s (1972)work.The participants in the face-to-face condition spent more time in single activities,such as‘just talk’and‘just listen’, while in the telephone condition they spent more time in dual activities,such as‘talk and searching’and‘listen and search’.The duration of utterances was slightly shorter for the face-to-face con-dition,which was consistent with Rutter and Stephenson’s(1977)?ndings.Additionally,the number of utterances was slightly high-er for the telephone condition,which was also consistent with Rut-ter and Stephenson’s(1977)results.The face-to-face condition had a high count of utterances that were short in duration,while the telephone condition contained fewer number utterances but they were longer in duration,which is consistent with Matarazzo and Sellen’s(2000)work.

However,the hypothesis that there would be a difference in subjective satisfaction between face-to-face and audio-only condi-tion was not supported.There was only a small difference in sub-jective satisfaction between the face-to-face and telephone conditions.For7of the10questions,the subjective rating was more favorable for the telephone condition.Further,the rating for the question relating to satisfaction of conversation was slightly more favorable for the telephone condition,which contrasts with previous research(Masoodian&Apperley,1995).

Through this experiment a better understanding of human–hu-man communication in CACI has been achieved,and it appears that the mode has an effect on communication.The participants in the face-to-face condition took longer to complete the tasks and they spent more time in single activities,such as just talking.In con-trast,there was no difference in the subjective satisfaction be-tween the two conditions.The next section discusses a second experiment into human–human communication.Because this study described was a between-subject study and there was an unexpected?nding regarding subjective satisfaction,it was decided to conduct a within-subject study that focused on subjec-tive satisfaction,including asking participants to compare the two conditions.

4.Subjective satisfaction in human–human communication: face-to-face or via telephone

This section reports on a study into the human–human commu-nication channel in CACI(see Fig.1).In the human–human com-munication between-subject experiment discussed in Section3, there was only a small difference in subjective satisfaction be-tween the face-to-face and telephone conditions.This?nding was not consistent with previous research,which found that par-ticipants preferred face-to-face interaction(Masoodian&Apper-ley’s,1995;Masoodian et al.,1995;Fletcher&Major,2006).To further investigate if there is a difference in subjective satisfaction in a customer service CACI a within-subject experiment was conducted.

The hypothesis was that there would be a higher subjective sat-isfaction in the face-to-face than the telephone communication mode using a within-subject design.

4.1.Method

This was a within-subject design,where all participants per-formed two tasks,one task face-to-face and one over the telephone.

4.1.1.Participants

As with the human–human communication study in Section3, there were two people in each session,one agent and one cus-tomer.There were16participants,eight females and eight males, their cultures included European,New Zealander,Asian and Indian, with ages varying from18to45.Participants were recruited via posters and email lists.

4.1.2.Experimental design

Four of the participant pairs performed the face-to-face task ?rst,while four pairs did the telephone task?rst.

To limit any learning-effects there were two different tasks.To reduce any risk of bias due to task order,the order of the tasks was

A.Kira et al./Computers in Human Behavior25(2009)8–2015

altered,50%of the participants did task A?rst,while50%did task B ?rst.The conditions were also alternated(see Table6).

4.1.3.Tasks

The tasks were based on the same criteria as the tasks in the previous experiment:

The problem was practical and real.

The problem did not require any special skill or knowledge.

Both participants needed to collaborate and communicate to be able to solve the task.

However,because this study was a within-subject study two tasks were needed.Care was taken to ensure that the tasks were based on the same criteria as the experiment discussed in Section 3and were comparable,in expected task completion time and complexity.

The agent and customer were given separate instructions for the tasks.The instructions included all the information needed to per-form the task,but also restrictions.As with the human–human com-munication(see Section3),it was emphasized that the participants were only allowed to communicate verbally and that they were not allowed to share any notes,or turn around the computer screen. 4.1.4.Data collection

Unlike human–human communication study reported on in Section3,only subjective satisfaction through questionnaires was collected for this experiment,where the participants were asked to?ll out a post task questionnaire after each task.The ques-tionnaire after each task was identical to the one used in the pre-vious study,which was similar to the one used by Masoodian and Apperley(1995).

At the end of both sessions,the participants were also asked to complete a comparative questionnaire.There were11questions addressing issues such as frustration level,satisfaction and ef?-ciency(for example see79).The participants were asked to rate their relative preference for each communication mode.Two data sets were collected from the comparative questionnaire:

Which condition had the highest rating?

A number between1and7was assigned to the two conditions

depending on the location on a rating line.In Fig.7,for the‘rel-ative preference’-question,the participant’s response would

have been recorded a?ve for the‘t’-rating and a4.5for the‘f’-rating.Numbers were superimposed,with the aid of a transpar-ency,on the questionnaire to obtain the number.

The distance between the two conditions on the ranking line was calculated,in the example shown in Fig.7,for the last question the difference would be two(approximately six minus four).To simplify discussion the distance between where the participants had placed the‘t’and‘f’will be referred to as the rating distance.

4.1.

5.Materials

As with human–human communication study discussed in Sec-tion3,the experiment was conducted in a usability laboratory, using two rooms and the same hardware.

4.1.6.Software

The agent used the Air Ne Zealand and Qantas online booking sites.There had been some cosmetic changes to the website from the?rst experiment,however,the task?ow of the sites were still the same.All sessions were recorded,and contained both video and audio of the customer and the agent.

4.1.7.Procedure

All participant pairs were greeted together.Hence,even when the participants performed the telephone task?rst,they had met prior to performing the task.This decision was made as otherwise there would be a larger difference in the established rapport be-tween the participants depending on whether they performed the telephone task or face-to-face task?rst.

The procedure for each session was:

Both participants were greeted.

The procedure was simultaneously explained to both partici-pants,followed the ethical consent procedure,which included information that the study was the topic of communication.

Participants performed a task in one condition,followed by completion of a post-task questionnaire.

Participants performed a task in second condition followed by completion of a post-task questionnaire.

Participants completed comparative questionnaire.

4.2.Results

Subjective satisfaction data was collected through question-naires.There were two types of questionnaires:post-task ques-tionnaires after each task,and a comparative questionnaire.The remainder of this section describes these sets of data.

4.2.1.Post-task questionnaires

Descriptive statistics for the post-task questionnaire ratings were calculated.There was only a small difference between the

Table6

The order of the conditions and tasks for four participant pairs

First task Condition Second task Condition

Participant pair1A Face-to-face B Telephone

Participant pair2A Telephone B Face-to-face

Participant pair3B Face-to-face A Telephone

Participant pair4B Telephone A

Face-to-face

Fig.7.Example comparative questionnaire question. 16 A.Kira et al./Computers in Human Behavior25(2009)8–20

conditions with the mean and median rating being slightly more favorable for the face-to-face condition.The variance was similar for both conditions.

The mean rating for each question was also calculated(Table7). For most questions the rating was slightly more favorable for the face-to-face condition.However,the difference was only small.

The mean rating for all questions and each participant and con-dition was calculated.Five participants rated the telephone condi-tion higher and nine participants rating the face-to-face condition higher.However,for eight of the participants there was only a small difference in the mean overall rating.

https://www.doczj.com/doc/9a5209658.html,parative questionnaire

The?nal questionnaire asked the participants to compare the two conditions.The higher-rated condition for each question and participant was collected and counted.For example,if the partici-pant had rated as shown in the‘relative preference’-question in Fig. 7one‘t’would have been counted.More participants rated the face-to-face condition as more favorable.The face-to-face condi-tion was rated higher102times as opposed to68for the telephone condition.

There appeared to be large individual differences.Five partici-pants had rated face-to-face higher over75%of the time,while three participants had rated the telephone condition higher75% of the time.Only two participants had rated the conditions higher equally often(customer5and7).

The number of times each condition was rated higher for each question was also calculated(see Table8).For most of the ques-tions the face-to-face condition had greater number of higher rat-ings than the telephone and the only question where telephone had a greater number of higher ratings was for‘‘ef?ciency”.

In terms of the rating distance,there was only a small difference between the conditions,with the face-to-face condition having a slightly more favourable rating(see Table9).

For most of the individual questions,the rating distance was slightly more favourable for the face-to-face condition(see Fig.

8).The only question that had a higher mean rating distance for the telephone condition was the completion level.4.3.Discussion

The hypothesis for this experiment was that there would be a higher subjective satisfaction for the face-to-face than the tele-phone mode.For the post-task questionnaires there was only a small difference between the modes,with the face-to-face having a slightly higher mean rating on the post-task questionnaire.For all questions the difference in the mean rating between the condi-tions was less than0.4,and there was only a small difference for each individual participant,with11having less than1.0point dif-ference in rating between the conditions.For the comparative questionnaire the participants had rated the face-to-face condition better more often(6.38versus4.25).However,there was only a small difference in the mean rating distance between the two con-ditions,5.28for face-to-face versus4.70for the telephone.These ?ndings are consistent with the?rst human–human communica-tion(see Section3),but inconsistent with other research(for example,Masoodian&Apperley,1995).

When the participants were forced to compare the two condi-tions,there was a difference in the rating between the conditions. But the difference appeared to be due to individual preference, where the participants would either rate face-to-face or telephone higher for most or all of the questions asked.Five participants rated the face-to-face higher for over75%of the questions and three par-ticipants rated the telephone condition higher for over75%of the questions.In contrast,the analysis into the mean rating distance showed only a small difference.For ten participants there was less than one difference in the rating distance.When investigating both the highest rated condition and the rating distance between them, there were also large individual differences,where some partici-pants had rated one condition higher most of the time,but there was only a small difference in the rating distance.For example cus-tomer1had rated telephone higher for all questions,but there was only a0.9difference in the mean rating distance.In contrast,other participants had a large difference between the rating distance means.For example,agent six had rated face-to-face higher for all questions and the difference between the rating distances of the two conditions was3.3.

The aim of this study was to clarify the?nding from the hu-man–human communication described in Section3.The results from this study agree with those?ndings con?rming only a small difference in subjective satisfaction with the face-to-face condition being slightly more favorable than the telephone condition.The difference in the mean rating of the post-task questionnaires be-tween the conditions was smaller for the study described in this section.In the previous study it was found that telephone commu-nication is more task-focused and ef?cient.It is possible that peo-ple are equally satis?ed with telephone as face-to-face,even though telephone interaction is more task-focused,with less small-talk and a less interactive style of communication.

5.Overall discussion

The?ndings from these experiments have added to the under-standing of human–human communication in CACI.Providing good customer service is crucial to many organisations and it is becoming more common that this service is provided through call

Table7

Mean rating for each question in the post-task questionnaire for both conditions

Face-to-face Telephone Difference

Satisfaction 5.67 5.630.04 Frustration 5.38 5.220.16 Expected length 3.92 3.910.01

Ef?ciency 4.39 4.410.02 Complicated 5.56 5.400.16 Completion 6.83 6.540.29

Con?dence in completion 6.21 6.070.13 Understood 6.64 6.380.26 Conciseness 5.70 5.320.38 Expressiveness 4.73 4.420.31

Table8

Number of higher rates for each individual question

Question Face-to-face Telephone

Preference115 Satisfaction105 Frustration106

Ef?ciency79 Effectiveness88

Ease of solving87 Completion96

Being at ease96 Understanding105 Engagement96Table9

Descriptive statistics of the rating distance for the comparative questionnaire

Face-to-face Telephone

Mean 5.28 4.70 Standard deviation0.97 1.17 Median 5.66 5.20

A.Kira et al./Computers in Human Behavior25(2009)8–2017

centres.The results from these studies favour call centres and rep-licates the result that Rutter et al.(1981)found,that face-to-face communication is more time-consuming and less ef?cient,but with no signi?cant difference in subjective satisfaction or outcome. It is possible that the higher number of single activities for the face-to-face condition,while the higher number of dual activities for telephone would contribute to the shorter task completion time for the telephone condition.In the face-to-face condition,the par-ticipants would stop working on the current task and look at the other participant while he or she was talking.In the telephone con-dition,in contrast,people kept working on the task while also talk-ing or listening to the other participant.It is also possible the difference in style of communication contributed to the short task completion time.The face-to-face condition appeared to be more interactive,with participants predominantly communicating through a high count of utterances that were of short duration. In contrast,in the telephone condition the participants were less likely to interrupt the other participant which led to the longer, but fewer,utterances,which is consistent with Matarazzo and Sel-len’s(2000)?ndings.In the face-to-face condition the participants asked for more clari?cations,sought con?rmation that the other person had understood and also offered more con?rmation of understanding.

In the experiment discussed in Section3the subjective ratings for were slightly more favourable for the telephone condition,but the difference was only small.In the experiment reported on in Section4the rating was slightly more favourable for the face-to-face condition,but again the difference was very small.Based on previous research(for example,Masoodian&Apperley,1995)it was expected that the face-to-face condition would have a more favourable rating.There are several potential reasons why the hypothesis was not supported.The people in these studies did not have a vested interest in the outcome and this could have af-fected their lack of preference of communication modes.As the participants did not have a personal interest in the outcome,the inability to establish the accuracy of the outcome might not affect subjective satisfaction.Because these studies were conducted in a simulated setting,it is also possible that participants settled for an option that was only average as opposed to an option that fully sat-is?ed all the requirements,and this could have simpli?ed the task and hence had an effect on subjective satisfaction.Additionally,the nature and complexity of the task was solved equally suf?ciently by either face-to-face or via the telephone.Further,it is possible that the restrictions in information-sharing reduced some of the advantages of being face-to-face.With the growth of call centres and other business transactions taking part via telephone,people might be more used to conducting their business via telephone. This change in the characteristics of participants could also have led to the lack of difference between the conditions.

There were some threats to generalisability in these studies be-cause some of the constraints,the inexperience of the agent and the restriction on information sharing(see Section3.1.5),were not realistic.In most CACI settings one person is an experienced user of the computer system and also trained in communicating with a customer.Further,a call centre agent has often had cus-tomer service training,including training on what to say and also how to interact with the customer.In these experiments neither of the participants were experts.The agents in these experiments did not have any customer service training and only very short training on the websites.However,to improve control in the experiments,it was decided that the short training was an accept-able compromise.It was not possible to?nd enough trained travel agents to participate in the experiments.If it was the same person in the role of agent for all sessions there would have been other threats,such as learnability and individual differences.Further, the fact that neither participant was trained might have mitigated any differences between the conditions.

The experimental constraints could also have had an effect on the results.As mentioned before the participants were only al-lowed to communicate verbally and were not allowed to share any written or electronic information.This constraint was added to control the experiments and make sure that the two conditions were comparable.However,in a real situation the participants would be able to share written information,as well as sometimes being able to share the computer screen.In the face-to-face condi-tion,being able to share written information might have led to a reduction in time,due to the customer looking at a paper itinerary while the agent searched for additional options.

Findings from research into human–human communication is inconsistent,where some researchers(for example Chapanis et al.,1972)argue that there is no signi?cant difference between co-located and audio-only communication,while other(for exam-ple Rutter et al.,1981)suggest that there is a difference in style and outcome between face-to-face and audio-only communication. The research in this paper has shown that for simpler tasks or if the customer has a lower vested interest,a less-rich communica-tion mode,telephone,is more ef?cient and task-oriented than face-to-face.It also does not have a lower subjective satisfaction for the customer or agent,and does not necessarily lead to a neg-ative outcome or process of arriving at the outcome.People engage

18 A.Kira et al./Computers in Human Behavior25(2009)8–20

in multiple activities over the telephone,for example,reading information while also talking.In contrast,when communicating face-to-face people often suspend the task they are working on to focus their entire attention on the other person.But the?ndings also suggest that in a more emotional or complex task there might be a difference in style and subjective satisfaction due to the com-munication mode.

The?ndings from these experiments suggest a number of areas for future work.The current experiments were a controlled labora-tory study,and there was no reward for the participants depending on the outcome of the tasks.Possible future studies include inves-tigating whether the mode of communication has an effect on sub-jective satisfaction in either a real situation or in a situation where the participants had a vested interest.

It is also possible that the type of setting affected the result and the?ndings might have been different in a more emotional task, such as visiting a doctor,or a more complicated task,such as book-ing an extensive trip around the world.Future work includes inves-tigating if the nature of the task has an impact on the mode of communication.

6.Conclusion

The results of investigations into customer–agent interaction showed that telephone communication is more ef?cient and less time-consuming than face-to-face communication and the task completion time was signi?cantly shorter for the telephone com-munication.People engage in multiple activities over the tele-phone,for example,searching on the computer while also talking.In contrast,when communicating face-to-face people often discontinue the task they are working on to focus their entire attention on the other person.Via the telephone one person would talk for longer,without interruptions from the other person, whereas while interacting face-to-face people would talk for short-er periods of time with more turn-taking from the other person. These?ndings are consistent with Rutter et al.(1981)who argue that face-to-face interaction is more time-consuming and less ef?-cient than telephone interaction.The results also showed that there was only a small difference in the subjective preferences, such as satisfaction,frustration and con?dence in completion. Additionally,interaction via telephone does not necessarily lead to a negative outcome or process of arriving at the outcome.The ?ndings from these studies suggest that call centres are ef?cient in providing customer service,without any reduction in customer satisfaction.

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Go to the museum.See some robots. Step 2 新课呈现(Presentation) 1．学习Let's try (1)打开课本读一读Let's try中呈现的问题和选项。 (2)播放录音，让学生听完后勾出正确的选项。 (3)全班核对答案。 2．学习Let's talk (1)播放Let's talk的录音，学生带着问题听录音：Where is the museum shop？Where is the post office？听完录音后让学生回答这两个问题，教师板书：It's near the door.It's next to the museum.教师讲解：near表示“在附近”，next to表示“与……相邻”，它的范围比near小。最后让学生用near和next to来讲述学校周围的建筑物。 (2)讲解“A talking robot！What a great museum！”，让学生说说这两个感叹句的意思。 (3)再次播放录音，学生一边听一边跟读。 (4)分角色朗读课文。 Step 3 巩固与拓展(Consolidation and extension) 1．三人一组分角色练习Let's talk的对话，然后请一些同学到台前表演。 2．教学Part A：Talk about the places in your city/town/village.

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（）（）（） ( ) ( ) ( ) 四、听录音，判断下列句子与你所听到的内容是否相符，相符的写“√”，不相符的写“×”。（5分） ( ) l. Mike should see a doctor in the morning. ( ) 2. Amy’s father works at sea. ( ) 3. Mike’s brother is a postman. ( ) 4. Peter likes doing kung fu and swimming. ( ) 5. We are going to Beijing next Tuesday. 五、听录音，判断下列图片与你所听到的内容是否相符，相符的打“√”，不相符的打“×”。（6分） 1. ( ) 2. ( ) 3. ( ) 4. ( ) 5. ( ) 6. ( ) 六、听录音，选择相应的答语，将其序号填入题前括号里。（7分） ( ) 1. A. He’s over there. B. Thank you. C. Great! ( ) 2. A. Here you are. B. Sure. C. Thanks. ( ) 3. A. Please turn left. B. It’s near the door.

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Unit1How can I get there? library图书馆north(北) post office邮局 hospital医院turn left左转turn right右转places:cinema电影院 (地点)bookstore书店(东)east west(西) science museum科学博物馆 pet hospital宠物医院crossing十字路口 school学校south(南) shoe store/shop鞋店 supermarket超市go straight直行一、问路 1．Where is the cinema,please?请问电影院在哪儿？ next to the hospital.在医院的旁边。 in front of the school.在学校的前面. behind the park在公园的后面 It’s near the zoo.在动物园的附近. on the right/left of the bookstore.在书店的左/右边. east of the bank.在银行的东边. far from here.离这儿很远. 2.Excuse me,is there a cinema near here请问这附近有电影院吗？ Yes,there is./No,there isn’t.有./没有。 3.How can I get to the hospital?我该怎样到达医院呢？ Take the No.57bus.乘坐57路公汽。二、指引路 1．You can take the No.312bus.你可乘坐312路公交车去那儿. 2.Go straight for three minutes.向前直走3分钟. 3.Turn right/left at the…在…地方向右/左转. 4.Walk east/west/south/north for…minutes.朝东/西/南/北/走…分钟. 三、Is it far from here?离这儿远吗? Yes,it is./No,it isn’t.是的，很远/不是，很远。

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2016人教版小学六年级上册英语时态专项习题 look , read and write 1. There ( is / are ) some bananas ( on / near ) the table . 2. There ( is / are ) a football (in / under ) the bed . 3. There (is / are ) some tall buildings in the ( village /city ). 4. My teacher is ( strong / thin ) . And she’s(old / young ) . 5. I have ( onions / mutton ) and cabbage for lunch . 6. Mike ( has / have ) English and ( science / math ) on _________________ ( Friday / Sunday ) . When , Where , What , Who , How , Why 1. ---- Can I get to the zoo ?---- You can ride a bike there . 2. ---- do you go to school on foot ?---- Because my home is near . 3. ---- are you going after lunch ?---- I am going to the bookstore . 4. ---- are you going ? ---- I am going at 4 o’clock . 5. ---- are you going to do ? ---- I am going to play football . 6. ---- are you going to play with ? ---- My brother . 一般现在时专项练习一．写出下列各词的复数 I _________him _________this ___________her ______ watch _______child _______photo ________diary ______ day________ foot________ book_______ dress ________ tooth_______ sheep ______box_______ strawberry _____ thief _______yo-yo ______ peach______ sandwich ______ man______ woman_______ paper_______ juice___________ water________ milk________ rice__________ tea__________ 二、写出下列动词的第三人称单数 drink ________ go _______ stay ________ make ________ look _________ have_______ pass_______ carry ____ come________ watch______ plant_______ fly ________ study_______ brush________ do_________ teach_______ 三、用括号内动词的适当形式填空。 1. He often ________(have) dinner at home. 2. Daniel and Tommy _______(be) in Class One.

pep最新六年级上册单元英语课文翻译

PEP7最新六年级下册Unit4-Unit6英语课文翻译 Unit4 I have a pen pal.单词表：学习的三单形式，迷，远足，笔友，业余爱好，茉莉，想法主意，堪培拉，令人惊奇的，表示征求意见，射门，加入，俱乐部，分享 P38Let’s talk奥利弗：彼得的爱好是什么？张鹏：他喜欢读故事。他住在一个农场上，所以有时他读给那些奶牛！奥利弗：那是有趣的。张鹏：他喜欢练功夫和游泳。奥利弗：真的吗？我也是。张鹏：他也喜欢唱歌。奥利弗：哦，你也喜欢唱歌。张鹏：是的。我打算教他中国歌曲《茉莉花》！奥利弗：好主意！P39Let’s learn彼得：嘿，张鹏，你的爱好是什么？张鹏：我喜欢读故事。我也喜欢唱歌和练功夫。跳舞唱歌读故事踢足球练功夫 P40Let’s talk约翰：嘿，一。你正在干什么？（现在进行时）吴一凡：我正在写一份电子邮件给我的朋友在澳大利亚。约翰：他住在悉尼吗？吴一凡：不，他不是。他住在堪培拉。他的名字是约翰，也。约翰：真的吗？他喜欢猜字谜和去远足吗？吴一凡:是的，他是。约翰：太神奇了！我也喜欢这些。我也能成为他的笔友吗？吴一凡：当然。为什么不呢？约翰：酷！ P41Let’s learn约翰：过来并且看看我的新的笔友。他的名字也是约翰！兄弟：真的吗？他也住在中国吗？约翰：不，他不在。他住在澳大利亚，但是他学语文。烧中国食物学语文猜字谜去远足 P42let’s read布告栏：我们能跳舞吗？有一个跳舞课在星期天在下午一点。我喜欢跳舞,兵器我需要一个搭档。打电话给艾米：3345567射门！射门！射门让我们一起读。你的爱好是什么？你喜欢阅读吗？我有很棒的书。我们能分享！打电话给迈克：4435678 科学俱乐部，你的俱乐部。你想学习关于机器人吗？来到科学房间。见见罗宾。他教学生制作机器人。robin Unit 5 What does he do?单词表：工厂，工人，邮递员，商人企业家，警察，渔民科学家，飞行员，教练，国家，校长，大海，保持，大学，体育馆，如果，记者，使用，打字，快速地，秘书 P48Let’s talk莎拉：你的爸爸是在这里今天吗？奥利弗：不，他在澳大利亚。莎拉：他是干什么的？奥利弗：他是一个商人。他经常去其它的城市。莎拉：并且你的妈妈是干什么的？奥利弗：她是一个班主任。莎拉：那是好的。奥利弗：是的，她将要是在这里今天。莎拉：你想成为一个班主任吗？奥利弗：不，我想成为一个出租车司机。 P49Let’s learn职业日工厂工人邮递员商人警察张鹏：你的爸爸是一个邮递员吗？奥利弗：不，他不是。张鹏：他是干什么的？：奥利弗：他是一个商人。 P50Let’s talk迈克：我的叔叔是一个渔夫。小雨：他在哪里工作？迈克：他工作在海上。他看到很多鱼每天。小雨：我知道了。他怎么去工作的？乘小船？迈克：不，他工作在小船上。他骑自行车去工作。小雨：他有一个很健康的生活。迈克：是的。他工作非常努力并且保持健康。小雨：我们也应该努力学习并且保持健康。 P51Let’s learn渔民科学家飞行员教练奥利弗：我的叔叔是科学家。吴一凡：他在哪里工作？奥利弗：他工作在一个大学。 P52let’s read胡斌喜欢运动。他擅长足球，乒乓球和篮球。他经常去跑步放学后。他想工作在一个体育馆。提示：

人教版六年级英语上册期末重点知识点汇总--最新版

人教版六年级英语上册期末重点知识复习资料六年级上册复习要点 Unit1 How can I get there? 一、重点单词：地点：science museum科学博物馆post office 邮局bookstore 书店 cinema 电影院hospital 医院动作：go straight 直走turn left/right 左转、右转方位：in front of :在···前面behind 在···后面near在…旁边next to 紧挨着beside 在旁边 over 在…上方on the left 在左边on the right 在右边二、重点句型：（1）Is / Are there…？某处有某物吗？肯定回答：Yes, there is/are. 否定回答：No, there isn’t/aren’t. （2）Where is the + 地点？... ... 在哪里？ It’s + 表示地点的名词. 它... ... 例句：Where is the cinema? 电影院在哪？ It’s next to the bookstore. 在书店的旁边。（3）How can + 主语+get（to）+ 地点? ... ...怎么到... ...? （如果get后面接的词为副词，则要省略介词to.）例句：我们怎么到那儿？同义句型：Can you tell me the way to + 地点？ ( 4 )Where is + 地点？Which is the way to + 地点？到书店左转。 Unit 2 Ways to go to school? 一、重点单词/短语：交通方式：by bike /bus /plane /subway /train /ship /taxi /ferry 骑自行车/乘公共汽车/飞机/地铁/火车/船/出租汽车/轮渡take the No.57 bus 乘57路公共汽车 on foot 步行其他：slow down慢下来pay attention to 注意traffic lights 交通信号灯look right 向右看cross the road 横穿马路at home 在家二、重点句型：（1）How do you come (to) + 地点？你们怎么来... 的？我通常/经常/有时... How do you go(to) + 地点？你们怎么去...的？ How do you get (to) + 地点？你们怎么到达...的？

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