“But whose side are you on?”
-
Ann Weatherall
Abstract
Affiliation is a relevant response to ordinary troubles talk but in complaint calls to an independent dispute resolution service it is a restricted activity. This research asks about the practices conciliator call-takers use to maintain a neutral stance towards callers’ problems. Observable responsive practices that avoid stance alignment include okay and so prefaced turns that receipt and propose closure on the prior sequence and launch an institutionally relevant activity. It was also found that the required description of the service as independent was occasioned by callers’ pursuit of affiliation. This chapter contributes to an understanding of how, in institutional talk, restricted activities can influence and shape the trajectory of interactions.
Abstract
Affiliation is a relevant response to ordinary troubles talk but in complaint calls to an independent dispute resolution service it is a restricted activity. This research asks about the practices conciliator call-takers use to maintain a neutral stance towards callers’ problems. Observable responsive practices that avoid stance alignment include okay and so prefaced turns that receipt and propose closure on the prior sequence and launch an institutionally relevant activity. It was also found that the required description of the service as independent was occasioned by callers’ pursuit of affiliation. This chapter contributes to an understanding of how, in institutional talk, restricted activities can influence and shape the trajectory of interactions.
Chapters in this book
- Prelim pages i
- Table of contents v
- Producing and managing restricted activities 1
- Assessments, interrogatives and semi-scripted talk in managing a restriction on advising 45
- Avoiding giving advice in telephone counselling for children and young people 83
- Withholding explicit assessments in tourist-office talk 115
- “But whose side are you on?” 151
- “Don’t tell him just help him” 181
- “I’ll suggest that to your doctor” 205
- Linguistic and interactional restrictions in an outpatient clinic 239
- Responses to indirect complaints as restricted activities in Therapeutic Community meetings 271
- Talking to/through the baby to produce and manage disaffiliation during well-child visits 305
- Concessions in audiology 337
- Transcription conventions 369
- Notes on contributors 371
- Author index 375
- Subject index 379
Chapters in this book
- Prelim pages i
- Table of contents v
- Producing and managing restricted activities 1
- Assessments, interrogatives and semi-scripted talk in managing a restriction on advising 45
- Avoiding giving advice in telephone counselling for children and young people 83
- Withholding explicit assessments in tourist-office talk 115
- “But whose side are you on?” 151
- “Don’t tell him just help him” 181
- “I’ll suggest that to your doctor” 205
- Linguistic and interactional restrictions in an outpatient clinic 239
- Responses to indirect complaints as restricted activities in Therapeutic Community meetings 271
- Talking to/through the baby to produce and manage disaffiliation during well-child visits 305
- Concessions in audiology 337
- Transcription conventions 369
- Notes on contributors 371
- Author index 375
- Subject index 379
