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This book chapter appears here with the permission of the publisher and the editors. This paper is a translation of the following paper published in English: STOKOE, E., 2014. The Conversation Analytic Role-play Method (CARM): a method for training communication skills as an alternative to simulated role-play. Research on Language and Social Interaction, 47 (3), pp. 255-265 available at https://dspace.lboro.ac.uk/2134/15516. ; La « methode du jeu de role en analyse conversationnelle » (Conversation Analytic Role-play Method, CARM) est une approche qui, sur la base de preuves tirees de l'analyse conversationnelle, propose de s'entrainer a faire face aux problemes et obstacles qui peuvent survenir dans les interactions institutionnelles. Les methodes traditionnelles de formation reposent souvent sur des interactions par jeux de role qui different systematiquement de l'evenement qu'elles sont censees imiter et auquel elles ont l'intention de preparer. En revanche, CARM utilise des enregistrements audio et video de rencontres authentiques. CARM fournit un cadre unique pour discuter et evaluer, au ralenti, les echanges conversationnelles au travail. Cette methode fournit aussi des indicateurs pour prendre des decisions au sujet de la politique et des pratiques effectives de communication dans les organisations. Le present article decrit les specificites de CARM et son impact sur le developpement professionnel dans differentes organisations. Les donnees sont en anglais britannique.

Studies of workplaces frequently focus on gender, investigating and challenging inequality. In that many studies start with 'gender' as a taken-for-granted category, measuring gender differences in organizational life, or interviewing participants to elicit accounts of their employment experiences, they exaggerate and even create stereotypical 'common knowledge' about gender. In contrast, this article illustrates a conversation analytic approach which can show if, when and how gender becomes consequentially relevant within any given communicative encounter. Drawing on a large corpus of institutional interaction, the article demonstrates two things: that (1) robust claims about the gendering of social life can be made once those claims are grounded in what people actually do; and (2) systematic patterns in people's endogenous orientations to gender can be found in communication. Finally, the article showcases a real-world application of conversation analytic work, demonstrating the impact and relevance of such research programmes for understanding everyday gendered social life.

Th is paper contributes to the development of membership categorization and conversation analysis and, in turn, to their contribution to the gender and language field. Specifically, it shows how speakers invoke, produce, propose and sustain commonsense knowledge about gender categories. Drawing on a variety of spoken and written interactional settings, detailed analyses of a categorial practice are presented, which comprises three design features: description (e.g. 'he offered me a lift'), categorization (e.g. 'typical guy response') and a common knowledge component (e.g. 'y'know'). The analysis shows how these features are produced by one or more speakers, within or across a sequence of turns in particular action-oriented environments, and how they work to formulate idiomatic-style phrases that 'package' cultural knowledge (e.g. 'that's lads for you'). The analysis therefore reveals 'what counts' as gendered behaviour, through the activities and predicates that get tied, in situ, to gender categories. Through this categorial practice, speakers invite recipients to display recognition of, proffer as shared, collaboratively develop, challenge or resist the construction of a culture's gender categories.

This paper investigates when, how and for what interactional function, police officers disclose something about their personal lives to the suspects they interview. Anonymized recordings of 120 interviews between different police officers and suspects in a constabulary area of the British police service were transcribed and analysed using conversation analysis. The analysis revealed that 'clear' cases of self-disclosure (SDs) had two main functions: (1) When positioned as full turn responses within a suspect's narrative telling, SDs were designed to affiliate with suspects, in contrast to 'continuer' turns that aligned with the telling. A similar affiliative action was accomplished by SDs positioned as sequence-launching first-pair parts of adjacency pairs. Affiliative SDs coalesced around categorial phenomena by displaying shared knowledge of categorial items in suspects' prior turns, and by temporarily suspending 'officer' and 'suspect' category memberships and making other identities relevant (e.g., 'heterosexual man'; 'social worker'). (2) When positioned as second-pair part responses to suspects' questions, SDs blocked suspects' attempts to halt the routine pattern in police interviews of question-answer sequences, and sometimes functioned to pursue admissions from suspects. As such, these SDs had a clearer institutional function than the affiliative SDs. Four further possible types of SD were also considered for their admission-pursuing function. Overall, the paper challenges psychological and narrative analytic approaches to self-disclosure, grounding the analysis of such phenomena in the potent reality of everyday life, rather than in researcher-elicited, self-reported narrative accounts.

This paper examines neighbour relationships as an example of non-familial intimacy. It focuses on the way disputes between neighbours often hinge on notions of obtrusive public intimacy, in which the sights and sounds of normatively private domestic lives become sources of complaint. The analyses are based on approximately 150 hours of naturally-occurring interaction with neighbours including telephone calls to mediation centres, environmental health departments and anti-social behaviour units, neighbour mediation interviews, police-suspect interrogations in neighbour crime, and neighbour issues broadcast on television and radio. It was found that while the neighbours maintain good relations at the edges of private spaces, the physical arrangements of domestic properties, with their shared boundaries, means that personal information can be transmitted and observed as a routine matter of course. Disputes often have their basis in the illegitimate breach of boundaries, and in the unwanted and unavoidable receipt of the sights and sounds of other people's intimate lives.

In this article, the links between neighbour relationships, gender and morality are explored from an ethnomethodological perspective. Talk between disputing neighbours was analysed for instances of gender relevance and subsequent moral assessment of neighbourly activities. Data from two contexts were recorded: neighbour mediation and televised disputes. The data were transcribed and subsequently analysed using Membership Categorization Analysis, an approach that examines speakers' situated categorizations of themselves and others and tracks the emergence of cultural and moral knowledge about social life. It was found that neighbours' complaints and defences were gendered in terms of categorizations of and about women. Three inter-related themes emerged in this gendering of neighbour relations. The first was that of `motherhood' and its role in warranting not just complaints about women neighbours, but also defences against complaints. Second, women's relationship status was regularly invoked. The categorization of `single woman' emerged in accounts as a source of complaint or defence. Third, speakers' juxtapositions of certain activities with the category `woman' were treated as breaches of the moral order. Overall, neighbour disputes were routinely gendered activities in which being a woman was treated as sufficient warrant for complaints between neighbours.

Discursive Psychology is the first collection to systematically and critically appraise the influence and development of its foundational studies, exploring central concepts in social psychology such as attitudes, gender, cognition, memory, prejudice, and ideology. The book explores how discursive psychology has accommodated and responded to assumptions contained in classic studies, discussing what can still be gained from a dialogue with these inquiries, and which epistemological and methodological debates are still running, or are worth reviving.International contributors look back at the or

This paper is in closed access until 4th August 2019. ; In this paper, we present an analysis of how constituents procure services at the constituency office of a Member of Parliament (MP) in the United Kingdom. This paper will investigate how several previously documented interactional practices (e.g. entitlement) combine at the constituency office in a way that secures service. From a corpus of 12.5 hours of interaction, and using conversation analysis, we examine constituents' telephone calls and meetings with constituency office staff and the MP, identifying practices constituents use. First, constituents opened encounters with bids to tell narratives. Second, constituents presented lengthy and detailed descriptions of their difficulties. These descriptions gave space to manage issues of legitimacy and entitlement, while simultaneously recruiting assistance. Third, we examine ways in which constituents display uncertainty about how the institution of the constituency office functions, and what services are available. The paper offers original insights into how constituency services are provided, and how constituency offices give access and support to ordinary citizens, while expanding the conversation analytic literature on institutional service provision.

AbstractThis article explores how to best deal with resistance during and beyond initial encounters with prospective mediation clients. The study is based on a large data set of intake calls to community and family mediation services in the United Kingdom. Using conversation analytic techniques, we studied instances where call takers invited prospective clients to make a first appointment. We found that questions or proposals addressing whether the caller would be willing to mediate generated stronger agreement from the caller than when other formats were used. We discuss how to best establish effective practice in order to develop better training for mediators.

This paper was accepted for publication in the journal Discourse Studies and the definitive published version is available at http://dx.doi.org/10.1177/1461445615624316 ; Erratum to Offers of assistance in politician–constituent interaction, by Emily Hofstetter and Elizabeth Stokoe, published in Discourse Studies 2015, Vol. 17(6) 724–751, doi:10.1177/1461445615602376.

This paper was accepted in the journal Discourse Studies [© Sage] and the definitive version is available at http:dx.doi.org/10.1177/1461445615602376 ; How do politicians engage with and offer to assist their constituents; the people who vote them into power? We address the question by analyzing a corpus of 80 interactions recorded at the office of a Member of Parliament (MP) in the United Kingdom, and comprising telephone calls between constituents and the MP's clerical 'caseworkers' as well as face to face encounters with MPs in their fortnightly 'surgeries'. The data were transcribed, then analysed using conversation analysis, focusing on the design and placement of offers of assistance. We identified three types of offers within a longer 'offering' sequence: 1) 'proposal offers', which typically appear first in any offering sequence, in which politicians and caseworkers make proposals to help their constituents using formats that request permission to do so, or check that the constituent does indeed want help (e.g., "do you want me to"; "we could…"); 2) 'announcement offers', which appear second, and indicate that something has been decided and confirm the intention to act (e.g., "I will do X"), and 3) 'request offers', which appear third, and take for form "let me do X". Request offers indicate that the offer is available but cannot be completed until the current conversation is closed; they also appear in environments in which the constituent reissues their problems and appears dissatisfied with the offers so far. The paper contributes to what we know about making offers in institutional settings, as well as shedding the first empirical light on the workings of the constituency office: the site of engagement between everyday members of the public and their elected representatives.