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How do expert communicators sensitively start and effectively handle important, tender conversations including those about the end of someone's life?
This podcast is about how Conversation Analysis #EMCA can show us precisely what they do & how they do it.
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How do expert communicators sensitively start and effectively handle important, tender conversations including those about the end of someone's life?
This podcast is about how Conversation Analysis #EMCA can show us precisely what they do & how they do it.
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In this thread I'll summarise the whole pod
speakformelpa.co.uk/podcast-episodâŠ
Conversation analysis is a pioneering approach to studying communication directly. We don't ask people to recall what they do. We record + analyse in detail real life conversations, often healthcare convos.
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speakformelpa.co.uk/podcast-episodâŠ
Conversation analysis is a pioneering approach to studying communication directly. We don't ask people to recall what they do. We record + analyse in detail real life conversations, often healthcare convos.
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As @ClareFuller17 says, whilst you probably already employ a lot of the strategies I discuss, conversation analysis enables a lifting of the bonnet to look inside the engine, see how it works and hopefully better understand how to use your amazing conversational machinery
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I havenât transcribed Johnson for a while (toođĄ) but for the records here are his responses to Susanna Reid's questions about #Elsie, which include placing a definitive-sounding "no" after Reid suggests "you can't say anything to help Elsie, can you."
Part 1: Opening question:
Part 1: Opening question:
Part 2, in which Johnson produces incomplete responses, cut off and abandoned sentences, rushed-through turns, deviations, and stated intentions - but does not provide examples of what Elsie "should cut back on".
Part 3, in which Reid repeats her initial question (at line 47); Johnson repeats his earlier answer (line 49); resists addressing Reid's factual challenges, and ends up placing that "no" at line 65 - he can't say anything to help Elsie because "we" are focusing on supply.
What evidence is there that âusing these 8 common phrasesâ will âruin your credibilityâ?
Answer: Not much.
Why do we create and perpetuate #communication myths? Communication is important, and we don't see enough of how it works âin the wild.â
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Answer: Not much.
Why do we create and perpetuate #communication myths? Communication is important, and we don't see enough of how it works âin the wild.â
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The thread is informed by research in conversation analysis #EMCA
There are other research methods for investigating communication, but not all look at actual humans producing, for instance, those â8 common phrasesâ in social interaction.
Thatâs what this thread will do. 2/12
There are other research methods for investigating communication, but not all look at actual humans producing, for instance, those â8 common phrasesâ in social interaction.
Thatâs what this thread will do. 2/12
The thread gives examples of the â8 common phrasesâ being used.
As @DerekEdwards23 says, if data-free assertions (advice, theories, models) donât account for actual interaction, thereâs a problem.
Judge for yourself whether the phrases undermine speaker credibility. 3/12
As @DerekEdwards23 says, if data-free assertions (advice, theories, models) donât account for actual interaction, thereâs a problem.
Judge for yourself whether the phrases undermine speaker credibility. 3/12
Regarding @IanCookson72's point below, #EMCA research shows us that whatever appears in the 'answer' slot in a conversation can be assessed (in the moment and post-hoc) for how it addresses the initiating 'question'. News interviews are full of examples.
2. There is a great deal of conversation analytic and other research on media / news / political interviews â too much for a thread â including on the thousands of Newsnight interviews.
3. If youâre not familiar with conversation analysis, transcripts use the âJeffersonâ system which, like music notation, includes the precise pace, intonation, etc. of real talk as it is produced, including gaps between and pauses within turns timed to the nearest 0.1 second.
Stop. Building. Rapport.
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'Build rapport' is at the heart of #communication skills training and #CX
It's obviously good to have good conversations, but what does âbuilding rapportâ look like âin the wildâ â and does it 'work'?
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'Build rapport' is at the heart of #communication skills training and #CX
It's obviously good to have good conversations, but what does âbuilding rapportâ look like âin the wildâ â and does it 'work'?
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2. What actually counts as rapport building â in terms of words and phrases and 'tone of voice' â is "amorphousâ and ânebulousâ, says G.B. Rubin (2016) in her thesis on crisis #negotiation
'Active listening' and related concepts sound good but they're also imprecise.
'Active listening' and related concepts sound good but they're also imprecise.
3. One common piece of advice (and instruction) to âbuild rapportâ is to ask, âhow are you today?â
âHow are youâ have also been called âthe three most useless words in the world of communication"đ€
Letâs have a look at some salespeople âbuilding rapportâ in #B2B conversations.
âHow are youâ have also been called âthe three most useless words in the world of communication"đ€
Letâs have a look at some salespeople âbuilding rapportâ in #B2B conversations.
Advising #EMCA colleague on funding bid for video-based conversation analytic work aimed at evidence-based guidance & training
Always cite quant evaluations of interventions full/partially based on CA findings. These show they work đ ! Warrants funding the underpinning CA 1/
Always cite quant evaluations of interventions full/partially based on CA findings. These show they work đ ! Warrants funding the underpinning CA 1/
Here are some (please add more!)
tandfonline.com/doi/pdf/10.108âŠ
Opel/Robinson's work on vaccination interactions led to multiple RCT-ed interventions: presumptive language makes for a stronger more effective recommendation - MORE vaccination, faster 2/
tandfonline.com/doi/pdf/10.108âŠ
Opel/Robinson's work on vaccination interactions led to multiple RCT-ed interventions: presumptive language makes for a stronger more effective recommendation - MORE vaccination, faster 2/
escholarship.org/content/qt4qs3âŠ
Online tutorials & webinars for US paediatricians stepped-wedge trial. Reduced antibiotic prescribing in outpatient acute respiratory tract visits, reduced inappropriate Rx. Underpinning work (Stivers, Heritage, Robinson, Mangione Smith) 3/
Online tutorials & webinars for US paediatricians stepped-wedge trial. Reduced antibiotic prescribing in outpatient acute respiratory tract visits, reduced inappropriate Rx. Underpinning work (Stivers, Heritage, Robinson, Mangione Smith) 3/
How we ask questions is important.
Some questions are *standardized* (e.g., surveys, scripts, instructions) and require reading out loud, word for word.
In business, research, law, medicine, etc., do people "just read them out"?
TL;DR: No. And there are consequences.
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Some questions are *standardized* (e.g., surveys, scripts, instructions) and require reading out loud, word for word.
In business, research, law, medicine, etc., do people "just read them out"?
TL;DR: No. And there are consequences.
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2. We might take it for granted that, when 'standardized', questions will be the same whether spoken or written. The examples in the thread will show they're not.
Without examining actual interaction, we won't know the clinical, diagnostic, legal, etc. consequences either way.
Without examining actual interaction, we won't know the clinical, diagnostic, legal, etc. consequences either way.
3. Let's start with @rolsi_journal's research on the significant consequences of the way diagnostic instruments about #QualityOfLife are delivered in talk, compared to how they're written on the page.
How the âuseless' words of 'small talk' saves lives.
âïž In a 999 domestic violence call, the caller gets help without making a request âïž
A short thread with @Richardson_Emm busting two #communication myths in one go.
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âïž In a 999 domestic violence call, the caller gets help without making a request âïž
A short thread with @Richardson_Emm busting two #communication myths in one go.
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2. If a person threatening violence can hear you on the phone, using âsmall talkâ - in this case, saying "y'all right" at precisely the place where it would routinely appear in an ordinary conversation - will help you sound like youâre having an ordinary conversation.
3. The caller uses her tacit knowledge that saying "y'all right" (or similar, like âhow are youâ) at this point in a call is routine and ordinary, helping the conversation sound routine and ordinary.
âHow do open-ended questions improve interpersonal communication?â
TL;DR: They do not.
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Letâs explore a common #communication assumption about 'open' and 'closed' questions with some data to see what they look like, and what they do, in real interaction.
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TL;DR: They do not.
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Letâs explore a common #communication assumption about 'open' and 'closed' questions with some data to see what they look like, and what they do, in real interaction.
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2. Google "open and closed questionsâ and youâll find loads of articles and (often written or hypothetical) examples about them - tweet 1 is just one of many.
As @d_galasinski pondered recently: âI wonder who is responsible for fetishising open questions.â
As @d_galasinski pondered recently: âI wonder who is responsible for fetishising open questions.â
3. When we examine questions as they are actually used - âin the wildâ - we find that yes/no (âclosedâ) questions routinely receive more than âyes/noâ in response.
And just because a question is âopenâ doesnât mean it'll be answered.
Letâs see some examples.
And just because a question is âopenâ doesnât mean it'll be answered.
Letâs see some examples.
"'How are you?' These are the three most useless words in the world of communication."
This compelling (but wrong/daft) assertion is the kind of thing people think they know about talk but don't.
It's one of many communication myths that we should bust.
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This compelling (but wrong/daft) assertion is the kind of thing people think they know about talk but don't.
It's one of many communication myths that we should bust.
1. Thread.
2. "How are you" is often deemed a 'pointless' or 'filler' question, to which the socially acceptable answer might be a lie ("fine, how are you?").
"How are you" should not be taken as an opportunity to "discuss the crushing reality of existence."
reaction.life/machells-guideâŠ
"How are you" should not be taken as an opportunity to "discuss the crushing reality of existence."
reaction.life/machells-guideâŠ
3. Here's two friends starting a telephone conversation. It's rapid, what they do is rapid, reciprocal, recurrent, and recognizable â almost banal.
But every turn in this conversation is data, telling us about the kind of conversation it's likely to be.
But every turn in this conversation is data, telling us about the kind of conversation it's likely to be.
Okay I am trying to learn this once and for all.
Let's explain Video File Formats in a very basic way.
I am doing this a) in order to be corrected, b) to help people who have old files that new software won't open. #emca
Let's explain Video File Formats in a very basic way.
I am doing this a) in order to be corrected, b) to help people who have old files that new software won't open. #emca
The typical situation I see in EMCA is old video recording files (usually .mov) not opening in X program. SOME .mov files won't always play in certain software, whereas others DO play, which may be confusing. Surely they are the same file type? Sadly, no.
The reason is that there are 2 parts to video encoding, not just the file ending. Both parts must be compatible with software in order for you to use it. The 2 parts are Containers and Codecs.
(sometimes either of these are called format, agh)
(sometimes either of these are called format, agh)
A thread on the 'qualityâ of F2F vs online interaction.
While âcommunication is keyâ, what we know about communication, inc. online, often rests on stereotypes or anecdata.
So when it comes to the âqualityâ of online interaction, what is fact and what is communication myth?
While âcommunication is keyâ, what we know about communication, inc. online, often rests on stereotypes or anecdata.
So when it comes to the âqualityâ of online interaction, what is fact and what is communication myth?
1. The biggest assumption is that being âin personâ equates to better âqualityâ (Iâm mostly avoiding 'F2F' because we *are* F2F when video is enabled). But Iâm putting a hypothesis out there:
(In)effective communicators are (in)effective communicators regardless of modality đ
(In)effective communicators are (in)effective communicators regardless of modality đ
2. There are lots of myths about what constitutes communication âqualityâ even before we get to differentials across modalities. When it comes to remote interaction, the focus is often on already-tenuous things (e.g., rapport) rather than how people simply *get stuff done*.
I've received a few requests from Year 1 PhDs for resources to get started with CA & IL. I'm still relatively inexperienced, but I do know where to start diving in, so this long thread, I hope, will be of use if you want to know where the action is (pun intended!).
But before I include any introductory biblio, I'll share some links, as a greater part of my training has involved doing CA with others and actively interacting with the wider EMCA-IL community (Ethnomethodology, Conversation Analysis, Interactional Linguistics) in different ways
As someone who tried to self-teach CA, I have to say it's a bit tricky if you have not "experienced" it. I'd read textbooks and papers during my MA and thought I knew "how", but I realised I was really wrong when I got to join my first live CA gig....(drumroll) the data session.
One reason the #EMCA analytic mentality & style of argument are sometimes seen as Jewish may be resemblance to the 'Litvak style' of Talmudic scholarship documented by Shaul Stampfer in "Lithuanian Yeshivas of the 19thC Creating a Tradition of Learning" liverpooluniversitypress.co.uk/products/87939 >
This famously painstaking, detail-obsessed and discursive approach to doing analysis was first practiced in a Yeshiva in the Belarusian town of Volozhin, and became the dominant style of Talmudic scholarship across Lithuania in the early 19th Century en.wikipedia.org/wiki/Volozhin_⊠>
One way the 'Litvak style' may be related to conversation analysis is its use of an intense, live, discursive method for studying the 'oral law' of the Talmud, comprising the biblical-era Mishnah and its ~5th Century rabbinic interpretations, i.e. discussions about discussions >
