Address terms in turn beginnings: Managing disalignment and disaffiliation in telephone counseling

Butler, Carly W., Danby, Susan and Emmison, Michael (2011) Address terms in turn beginnings: Managing disalignment and disaffiliation in telephone counseling. Research on Language and Social Interaction, 44 4: 338-358. doi:10.1080/08351813.2011.619311

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Author Butler, Carly W.
Danby, Susan
Emmison, Michael
Title Address terms in turn beginnings: Managing disalignment and disaffiliation in telephone counseling
Journal name Research on Language and Social Interaction   Check publisher's open access policy
ISSN 0835-1813
Publication date 2011
Sub-type Article (original research)
DOI 10.1080/08351813.2011.619311
Open Access Status
Volume 44
Issue 4
Start page 338
End page 358
Total pages 21
Place of publication Philadelphia, PA, United States
Publisher Routledge
Collection year 2012
Language eng
Abstract This article examines use of address terms by counselors on a telephone counseling service for children and young people. Drawing on conversation analytic findings and methods, we show how personal names are used in the management of structural and interpersonal aspects of counseling interaction. Focusing on address terms in turn beginnings—where a name is used as, or as part of, a preface—the analysis shows that address terms are used in turns that are not fitted with prior talk in terms of either the activity or affective stance of the client. We discuss two environments in which this practice is observed: in beginning turns that initiate a new action sequence and in turns that challenge the client's position. Our focus is on the use of client names in the context of producing disaligning or disaffiliative actions. In disaligned actions, counselors produced sequentially disjunctive turns that regularly involved a return to a counseling agenda. In disaffiliative actions, counselors presented a stance that did not fit with the affective stance of the client in the prior turn—for instance, in disagreeing with or complimenting the client. The article discusses how such turns invoke a counseling agenda and how name use is used in the management of rapport and trust in counseling interaction.
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Official 2012 Collection
School of Social Science Publications
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Citation counts: TR Web of Science Citation Count  Cited 3 times in Thomson Reuters Web of Science Article | Citations
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Created: Tue, 15 Nov 2011, 23:36:03 EST by Debbie Lim on behalf of School of Social Science