Order in institutional telephone talk: three observations

Paper

Christensen, Steven A.. 2005. "Order in institutional telephone talk: three observations." 2005 University of Southern Queensland Department of Psychology Research Colloquium. Toowoomba, Australia Sep 2005
Paper/Presentation Title

Order in institutional telephone talk: three observations

Presentation TypePaper
Authors
AuthorChristensen, Steven A.
Number of Pages5
Year2005
Conference/Event2005 University of Southern Queensland Department of Psychology Research Colloquium
Event Details
2005 University of Southern Queensland Department of Psychology Research Colloquium
Event Date
Sep 2005
Event Location
Toowoomba, Australia
Abstract

[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.

Keywordsconversation analysis, telephone talk, orderliness
ANZSRC Field of Research 2020520104. Industrial and organisational psychology (incl. human factors)
470108. Organisational, interpersonal and intercultural communication
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Byline AffiliationsDepartment of Psychology
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