Conversational Receptiveness: Improving Engagement With Opposing Views

We develop a machine learning algorithm to detect "conversational receptiveness” – language that communicates thoughtful engagement during disagreement. We show that receptiveness makes writers more persuasive, builds reader trust, and prevents conflict escalation among Wikipedia editors. We also develop a short "receptiveness recipe" intervention from our algorithm.



Citation:

Michael Yeomans, Julia Minson, Hanne Collins, Frances Chen, and Francesca Gino (2020) ,"Conversational Receptiveness: Improving Engagement With Opposing Views", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 1017-1021.

Authors

Michael Yeomans, Harvard Business School, USA
Julia Minson, Harvard Business School, USA
Hanne Collins, Harvard Business School, USA
Frances Chen, University of British Columbia, Canada
Francesca Gino, Harvard Business School, USA



Volume

NA - Advances in Consumer Research Volume 48 | 2020



Share Proceeding

Featured papers

See More

Featured

When People Stop Being Nice and Start Getting “Real”: Use of Identity Labels for Stigmatized Groups

Esther Uduehi, University of Pennsylvania, USA
Americus Reed, University of Pennsylvania, USA

Read More

Featured

Inferring Personality from Solo vs. Accompanied Consumption: When Solo Consumers are Perceived to be More Open

Yuechen Wu, University of Maryland, USA
Rebecca Ratner, University of Maryland, USA

Read More

Featured

Toward Optimal Symbolic Recovery: Why and When “Thank you” is Better than “Sorry” in Addressing Service Delays

Yanfen You, New Mexico State University, USA
Xiaojing Yang, University of Wisconsin - Milwaukee, USA
Lili Wang, Zhejiang University
Xiaoyan Deng, Ohio State University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.