Episode 056: Grant Packard

What difference does it make whether you say “I” or “you”?In this episode of Podcast or Perish, I speak with Grant Packard, Associate Professor of Marketing at the Schulich School of Business. He talks about his research on the way saying “I” or “you” when talking to customers changes how they feel about the interaction. Do they feel acknowledged and heard, or did you make it all about you? Do they feel like you took responsibility for the situation, or did you put the blame on them? Pronouns are short words with long consequences.***Full transcript, photos, and related resources:https://www.podcastorperish.ca/episodes/episode-056-grant-packard***Podcast or Perish is about academic research and why it matters. Hosted by Prof. Cameron Graham.