Table Of ContentPALGRAVE ADVANCES
IN LINIGNU LISINTGICUSISTICS
a p p l i e d c o n v e r s a t i o n
a n a l y s i s
intervention and change in institutional talk
e d i t o r
charles antaki
Applied Conversation Analysis
Palgrave Advances in Linguistics
Consulting Editor: Christopher N. Candlin, Macquarie University, Australia
Titles include:
Charles Antaki (editor)
APPLIED CONVERSATION ANALYSIS
Intervention and Change in Institutional Talk
Mike Baynham and Mastin Prinsloo (editors)
THE FUTURE OF LITERACY STUDIES
Noel Burton-Roberts (editor)
PRAGMATICS
Susan Foster-Cohen (editor)
LANGAUGE ACQUISITION
Monica Heller (editor)
BILINGUALISM: A SOCIAL APPROACH
Martha E. Pennington (editor)
PHONOLOGY IN CONTEXT
Barry O’Sullivan (editor)
LANGUAGE TESTING
Theories and Practices
Ann Weatherall, Bernadette M. Watson and Cindy Gallois (editors)
LANGUAGE, DISCOURSE AND SOCIAL PSYCHOLOGY
Palgrave Advances
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Applied Conversation
Analysis
Intervention and Change in
Institutional Talk
Edited by
Charles Antaki
Loughborough University, UK
Palgrave
macmillan
Selection and editorial matter © Charles Antaki 2011
Chapters © their individual authors 2011
Softcover reprint of the hardcover 1st edition 2011978–0–230–22995–2
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First published 2011 by
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ISBN 978-0-230-22996-9 ISBN 978-0-230-31687-4 (eBook)
DOI 10.1057/9780230316874
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10 9 8 7 6 5 4 3 2 1
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Contents
List of Figures and Tables vii
Series Editor’s Preface ix
List of Contributors xi
Notation xii
1 Six Kinds of Applied Conversation Analysis 1
Charles Antaki
2 ‘Some’ versus ‘Any’ Medical Issues: Encouraging
Patients to Reveal Their Unmet Concerns 15
John Heritage and Jeffrey D. Robinson
3 Changing Interactional Behaviour: Using Conversation
Analysis in Intervention Programmes for Aphasic
Conversation 32
Ray Wilkinson
4 Improving Response Rates in Telephone Interviews 54
Douglas W. Maynard, Nora Cate Schaeffer and Jeremy Freese
5 Improving Ethnic Monitoring on a Telephone Helpline 75
Sue Wilkinson
6 Working with Childbirth Helplines: The Contributions and
Limitations of Conversation Analysis 98
Celia Kitzinger
7 Simulated Interaction and Communication Skills Training:
The ‘Conversation-Analytic Role-Play Method’ 119
Elizabeth Stokoe
8 Should Mandatory Jobseeker Interviews be Personalised?
The Politics of Using Conversation Analysis to Make
Effective Practice Recommendations 140
Merran Toerien, Annie Irvine, Paul Drew and Roy Sainsbury
9 Giving Feedback to Care Staff about Offering Choices to
People with Intellectual Disabilities 161
W. M. L. Finlay, Chris Walton and Charles Antaki
v
vi Contents
10 Reflecting on Your Own Talk: The Discursive Action
Method at Work 184
Joyce Lamerichs and Hedwig te Molder
11 Conversation Analysis Applied to User-Centred
Design: A Study of Who ‘The User’ Is 207
Maria Egbert
12 A Psychoanalyst’s Reflection on Conversation Analysis’s
Contribution to His Own Therapeutic Talk 222
Anssi Peräkylä
References 243
Author Index 265
Subject Index 270
List of Figures and Tables
Figures
2.1 First page of patient pre-visit survey 27
3.1 Handout example 45
7.1 Participants at a mediation training workshop 127
7.2 PowerPoint presentation of DC call (a) 128
7.3 PowerPoint presentation of DC call (b) 130
7.4 PowerPoint presentation of HC call 130
7.5 PowerPoint presentation of DC call (a) 132
7.6 PowerPoint presentation of DC call (b) 133
7.7 PowerPoint presentation of DC call (c) 134
7.8 PowerPoint presentation of DC call (d) 134
7.9 PowerPoint presentation of DC call (e) 135
7.10 PowerPoint presentation of EC call 136
9.1 Staff member Tim (right) picks out a bag 168
9.2 Resident Alec (right) taps the mixed veg. bag 170
9.3 Staff member Tim (left) holds on to the green beans 170
9.4 Making hot drinks in the kitchen 177
9.5 Pouring out the coffee 178
9.6 A staff member guides a resident on to the scales 179
10.1 The cyclical approach to analysis 196
10.2 T he play as it was performed by secondary school pupils
in 2004 at a symposium addressing health prevention
initiatives (Photo courtesy of Jurriaan Balke) 202
vii
viii List of Figures and Tables
Tables
2.1 Projected distribution of cases in the study 25
2.2 Patient multiple concerns by geographic area 28
2.3 Model building for unmet concerns 29
4.1 Continuum of cautious and presumptive requests 63
Series Editor’s Preface
The Advances in Linguistics Series is part of an overall publishing program
by Palgrave Macmillan aimed at producing collections of original, commis-
sioned articles under the invited editorship of distinguished scholars.
The books in the Series are not intended as an overall guide to the topic
or to provide an exhaustive coverage of its various sub-fields. Rather, they
are carefully planned to offer the informed readership a conspectus of per-
spectives on key themes, authored by major scholars whose work is at the
boundaries of current research. What we plan the Series will do, then, is
to focus on salience and influence, move fields forward, and help to chart
future research development.
The Series is designed for postgraduate and research students, including
advanced level undergraduates seeking to pursue research work in Linguistics,
or careers engaged with language and communication study more generally,
as well as for more experienced researchers and tutors seeking an awareness
of what is current and in prospect in adjacent research fields to their own.
We hope that the some of the intellectual excitement posed by the chal-
lenges of Linguistics as a pluralistic discipline will shine through the books!
Editors of books in the Series have been particularly asked to put their own
distinctive stamp on their collection, to give it a personal dimension, and
to map the territory, as it were, seen through the eyes of their own research
experience.
There are many ways in which this ground-breaking collection of chapters
on the application of CA meets these aims.
Firstly, that it signals how the delicate descriptions of talk characteristic
of CA can be realised in a range of institutional sites of engagement, thus
reinforcing CA’s inter- and intra-institutional capacity as a key research
methodology. Secondly, as Charles Antaki argues in his initial chapter, that
the well-recognised descriptive and interpretive powers of CA can, and
indeed need, to be linked to an equivalently powerful explanatory capacity
which takes account of the situated interaction order but does so in relation
to the affordances and constraints of the institutional order. This is in itself
quite novel in relation to much of the CA tradition. Thirdly, there has been
something of a breakthrough development in CA research, supported and
reinforced in this volume, whereby qualitative analyses of conversational
data, perhaps especially those that focus on critical moments in crucial sites,
can usefully be supported, and indeed substantiated, by the deployment
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