Order in institutional telephone talk: three observations

Christensen, Steven A. ORCID: https://orcid.org/0000-0002-0977-3574 (2005) Order in institutional telephone talk: three observations. In: 2005 University of Southern Queensland Department of Psychology Research Colloquium, September 2005, University of Southern Queensland, Toowoomba, Australia.


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[Abstract]: In this paper I introduce some features of conversation analysis through three actions. I do this, firstly, by displaying three observations of a telephone call to a local government council. Secondly, by invoking participants’ capacities, skills and resources as social interactants to analyse this call. And thirdly, by commenting on how traditional approaches to psychology might explain the orderliness of the call. I then conclude the paper with some modest claims about how the communication choices made by professionals shape the quality of service interactions, and about the potential for conversation analysis to contribute to psychological research at USQ.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information: Author holds copyright.
Faculty/School / Institute/Centre: Historic - Faculty of Sciences - Department of Psychology (Up to 30 Jun 2013)
Faculty/School / Institute/Centre: Historic - Faculty of Sciences - Department of Psychology (Up to 30 Jun 2013)
Date Deposited: 29 Aug 2008 04:35
Last Modified: 02 Jul 2013 23:05
Uncontrolled Keywords: conversation analysis, telephone talk, orderliness
Fields of Research (2008): 17 Psychology and Cognitive Sciences > 1701 Psychology > 170107 Industrial and Organisational Psychology
20 Language, Communication and Culture > 2001 Communication and Media Studies > 200105 Organisational, Interpersonal and Intercultural Communication
Fields of Research (2020): 52 PSYCHOLOGY > 5201 Applied and developmental psychology > 520104 Industrial and organisational psychology (incl. human factors)
47 LANGUAGE, COMMUNICATION AND CULTURE > 4701 Communication and media studies > 470108 Organisational, interpersonal and intercultural communication
URI: http://eprints.usq.edu.au/id/eprint/4339

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