Pudlinski2008

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Pudlinski2008
BibType ARTICLE
Key Pudlinski2008
Author(s) Christopher Pudlinski
Title Encouraging responses to good news on a peer support line
Editor(s)
Tag(s) EMCA, Conversation Analysis, Helplines, Assessments, News
Publisher
Year 2008
Language English
City
Month
Journal Discourse Studies
Volume 10
Number 6
Pages 795–812
URL Link
DOI 10.1177/1461445608098203
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

When callers to a warm line report on good news tied to a current or ongoing problem, call takers use four different methods to endorse this good news and encourage actions implied within the report. Building upon 93 potentially encouraging responses in 65 actual warm line calls, this study describes four different methods of encouragement used by call takers within news delivery sequences: 1) positive assessments; 2) assessments plus formulations; 3) statements of agreement to a planned action; and 4) second assessments. Across these methods, call takers must do more than what is minimally required as a response in order to encourage and endorse good news.

Notes