A long time ago, football coaches realized that watching previous games was a good way to help players learn to do better.
Alas, the only thing we do with “this call may be recorded…” is use it as a cudgel for unempowered shift workers.
If we actually want to improve our interactions, perhaps we should watch the tapes together, after the fact, to see how our habits and systems are holding us back. It works for salespeople, programmers and doctors too.
