Dealing with third-party complaints on a men’s relationship-counselling helpline
Bibliographic Data
| ID | 5965541 |
|---|---|
| Authors | R Feo (0000-0001-9414-2242, The University of Adelaide, corresponding author), Amanda Lecouteur (0000-0001-6801-1230, The University of Adelaide) |
| Year | 2017 |
| Volume | 19 |
| Issue | 2 |
| Pages | 131-147 |
| Publication date | 2017-04-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Discourse Studies (JOURNAL) |
| Journal identifiers | ISSN: 1461-4456 • E-ISSN: 1461-7080 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/1461445617691701 |
| OpenAlex | W2594436729 |
| Language | EN |
| Citations received | 4 |
| References cited | 22 |
This article examines how third-party complaints were responded to by counsellors on a men’s relationship-counselling helpline. Much prior conversation analytic research has shown that third-party complaints in institutional settings are embedded in other activities and treated as secondary to the main interactional business. As such, complaints are routinely responded to with a shift to a new, institutionally relevant activity (e.g. the reason for the call/visit). In the context examined here, however, the third-party complaints constituted callers’ reasons for call. We show that, as in many other institutional contexts, counsellors do not, commonly, affiliate with callers’ complaints in the sense of displaying a similar stance towards a described third party. However, unlike in other settings that have been examined, counsellors’ responses did not result in an immediate shift away from callers’ complaints. This was primarily because, following counsellors’ non-affiliative responses, callers regularly engaged in work to pursue affiliation
Call centre · Conversation · Conversation analysis · Helpline · Internet privacy · Political science · Third party · Communication · Discourse Analysis in Language Studies · History · Language, Discourse, Communication Strategies · Linguistic Variation and Morphology · Medicine · Nursing · Psychology · Social Psychology
Glossary of transcript symbols with an introduction
Talk at work
Lectures on Conversation
Sequence Organization in Interaction
Using Laugh Responses to Defuse Complaints
Empathy” and “Sympathy” in Action
Dealing with the distress of people with intellectual disabilities reporting sexual assault and rape
An Introduction to Conversation Analysis
Stance, Alignment, and Affiliation During Storytelling
Participation and exclusion in third party complaints
Complaining about previous treatment in health care settings
Complaining in interaction
"Talk to the hand". Complaints to a public transport company
The dilemmas of third-party complaints in conversation between friends
The termination of complaints in calls to an authority for student support
On Complainability
Professional non-neutrality
| Unique citing works | 4 |
|---|---|
| Citations per year | 0,57 |
| Citation span | 2019 - 2023 (5) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 4 |