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 – too much for a thread – including on the thousands of Newsnight interviews.
3. If you’re not familiar with conversation analysis, transcripts use the ‘Jefferson’ 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.
4. Like many questions in news interviews, Urban’s is a 'yes/no' interrogative (“Does that concern you?”), where 'that’ refers indexically to “Long Covid - the potential there for a bit of a timebomb. If we allow several million young people t’get the virus in coming months.”
5. The 'yes/no interrogative' question is 'positively polarized' according to traditional grammar. A type-conforming response would be "yes, it does concern me" or "no, it doesn't concern me", though the 'grammatically affirmative question' seems to expect an affirmative answer.
6. This is a news interview so, in addition to saying 'yes' or 'no in response, further expansion is standard - though, of course, journalists often pursue 'just' a 'yes' or 'no' to their questions. The Paxman/Howard interview is a classic case – also from Newsnight.
7. The response is delayed (line 05) and starts with a “well” (it is ‘well-prefaced’) (line 06). Both of these features indicate an upcoming 'dispreferred' response which, in this case, is both non 'type-conforming' (it's not a ‘yes’ or a ‘no') and non-straightforward.
8. As Heritage writes, ‘well-prefaced turns’ are alerts that the response will be “rejecting”, “aligned against polarity”, “indirect”, “non-straightforward”, or will move away from “the constraints of previous turns” – in this case, the constraints of a yes/no question.
9. The response proceeds to include a reformulation of 'Long Covid' as "some kind of post viral syndrome associated with Covid" plus "but..."
The conjunction 'BUT' is contrastive and commonly appears in disclaimers to negate whatever comes before it. medium.com/@mcpflugie/usi…
10. So, by taking a "Well X But Y" frame, with the Y component formulating reasons over five turns, the upshot of the response to the original question is, "no it does not concern me."
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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 ‘building rapport’ look like ‘in the wild’ – and does it 'work'?
1. Thread. 🧵
2. What actually counts as rapport building – in terms of words and phrases and 'tone of voice' – is "amorphous” and “nebulous”, says G.B. Rubin (2016) in her thesis on crisis #negotiation
'Active listening' and related concepts sound good but they're also imprecise.
3. One common piece of advice (and instruction) to ‘build rapport’ is to ask, “how are you today?”
‘How are you’ have also been called “the three most useless words in the world of communication"🤔
Let’s have a look at some salespeople ‘building rapport’ in #B2B conversations.
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.
1. 🧵
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.
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.
2. If a person threatening violence can hear you on the phone, using ‘small talk’ - 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 you’re having an ordinary conversation.
3. The caller uses her tacit knowledge that saying "y'all right" (or similar, like “how are you”) at this point in a call is routine and ordinary, helping the conversation sound routine and ordinary.
“How do open-ended questions improve interpersonal communication?”
TL;DR: They do not.
Let’s 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.
1. Thread. 🧵
2. Google "open and closed questions” and you’ll find loads of articles and (often written or hypothetical) examples about them - tweet 1 is just one of many.
As @d_galasinski pondered recently: “I wonder who is responsible for fetishising open questions.”
3. When we examine questions as they are actually used - ‘in the wild’ - we find that yes/no (‘closed’) questions routinely receive more than ‘yes/no’ in response.
And just because a question is ‘open’ doesn’t mean it'll be answered.
Regarding the UK gov's new Covid campaign (“Act like you've got the virus”), I was asked on @SkyNews yesterday if “there is a problem with compliance now in terms of people adhering ... is the message is clear enough?”
Preparing took me down messaging rabbit holes.
🧵
2. On Friday night, to prepare for the interview, I duly looked at @DHSCgovuk's campaign.
Prof Whitty speaks to camera: “We must all stay home. If it is essential to go out, remember wash your hands, cover your face indoors, and keep your distance from others.”
3. The new campaign combines March 2020's strap-line – “Stay Home>Protect the NHS>Save Lives” with new messages (e.g., about the new variant).
“We all NEED” (below) is not the same as Whitty's “We MUST” - or the very clear "You MUST stay at home" text message from March 2020.