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TEDx Talks
Published: 2014-12-04
Source: https://www.youtube.com/watch?v=MtOG5PK8xDA
one of the questions I often get asked as an academic especially one who studies things like pauses in talk is yeah what do you do that face and the intonation I'm and obviously one of things I'm gonna try and start to do today is explain to you what is it I have to be do I'm I thought just for a minute I would linger on the
question arm and the question is one of those things which I would call a first move produced by someone who is a first mover and you probably all know people like personalized those people lost the question we just got some bison that some kind of complaints or some kind of a gender and this is what he did implies things about what you do with your life
and it puts you in a quite a difficult interactional position in terms of what to do next because if you go next on that make explicit the challenge that seems to be in the question %HESITATION assessment I would have been what I actually do I must use a question I'm then the person who went first might say something but like I was just asking is just
an innocent kind of question got just a touchy across anything right and all of a sudden you find yourself as the person who made a victim of the first mover rather than that first move of being the person who produced an overbearing first turn in the first place so I'm gonna come back to first movers %HESITATION throughout this talking at the end I'm gonna try and
teach you how to at least have a couple of ways of handling them and also think about if you all one yourself I'm but once the question I just don't want to the question what is it you want to do I'm I thought shed the moment in which my mom suddenly started to understand that the something about what is that I actually do and we were
driving to see my late grandmother and he was very old %HESITATION on my mom started to tell me a story about something that happened to herself the previous week and she said I had a full and I said no we didn't have a full you fellow for you to own not full you're not now and you don't have full Tim oath of to have fools I
am does not put in spending a lot money on anti aging face creams if you age of self no language in tortoise off decades older need to ANSI HR language and be someone who is who it falls over %HESITATION and doesn't have souls and all of a sudden she started to get that through the way you describe yourself in the way we describe the people has
got for who we are and how we live in the world and of course the verbs for use in the language in use in the grammar use sometimes that's really important consequences so often quite love welcome police interrogations and I've got a case in which other suspects been arrested for assault and the police officer is asking the suspect %HESITATION about various things in my mind all
done to the victim and asks the suspect did you push it to the ground and the suspect comes back with she felt it felt it felt to the lawn and of course what you can see here is the sort of push pull in terms of versions of things and the suspect is replacing the vote push now how was it that the alleged victim went from vertical
to horizontal did he Pusha receive the agent of that movement or did she full without him being the the course of that movement I'm of course given life detail change that the that the police officer it's about a full to the ground %HESITATION push the ground wire is the suspects as of a full to the law on the ones providing for a relatively soft landing the
grounds and that for any injuries at the victim might have had you know probably what say about after all these are the kinds of things like interested in as a conversation analyst and what I'm gonna do %HESITATION in this talk is cheap into two Hoffs I'm in the first off I'm gonna try and show you in a little bit of detail what it is I actually
do %HESITATION studying talk in a systematic and scientific kind of way and then hopefully show you how this kind of scientific %HESITATION and detailed approach to studying interaction can have big payoffs when it comes to understanding professional or what placing countess so to start off with them I'm gonna show you the opening few seconds off to ordinary domestic telephone calls we're gonna start with Tyler and
Nancy and Tyler not see our American friends %HESITATION they are on the phone and we're gonna see that %HESITATION conversation rollout line by line %HESITATION in time with the transcript allow you to live through the interaction as actually happens which is how we experience interaction what you're gonna see is that that turns us they thought this complex and it's gonna bounce bounce bounce bounce bounce again
to be quickly moving along %HESITATION their interaction a so he comes highly annunci having a really familiar kind of conversation you might find yourself many times today already I I I I find it more and more okay that's it so far arm you can see that the role Sadat's induction stuff up on the transcript which has to do with intonation and fanatic information which I'll I'll
point out when it becomes relevant but for now you can just see that they set a bounced along through the interaction and it turns out when we study hundreds of types of these kinds of encounters openings of ordinary telephone calls there really systematic strip to to them which you can recognize so festival we have a summons the phone rings and I answer then we have greetings
identification needle hit that Nancy's high but for was a recognition as well as a greeting %HESITATION I'm quite in contrast to her hello outlined to which was %HESITATION announcement hello %HESITATION and then we have initial enquiries how use how you find how you find before you get into the main business at the coal now the fact that these a openings of telephone calls to rollout in
the systematic way is going to allow us to see what happens when we get some kind of divergence in the past so next gonna screw over the Atlantic to the UK I'm gonna see Dana Gordon and Dana Gordon up boyfriends and girlfriends maybe not for much longer I feel safe before Dane is even started to speak aren't we going to see that there is trouble had
a in the school they all students the home for the holidays and and he is %HESITATION Dana trying to talk to golden okay so I know is a conversation unless that this trouble ahead and the reason I know this is because the line three something doesn't happen what doesn't happen outlined three is a return greeting instead there are seven tenths of a second of silence and
that's enough to know trouble ahead so let's see what it's going to unfold his line for his Dana okay so she's written the greeting but we can see if the light and what she's not going to do next is move into the the sort of how I use %HESITATION instead she's gonna become a first mover he comes Dana's inserted quite I other where have you been
all morning we can all recognize that is not an innocent information seeking question how much but a question has got some bite in it so well he beat all morning I've been trying to get you all morning I'm your girlfriend I ought to know what you think all morning now what can you do when confronted with the first move you could say I couldn't could say
next what what do we need a mail but what you mean by of a normal Nick stopped and then you're into some kind of conflict I'm so instead another way to handle a first move is to do this I don't I'm delighted to hear from you Gordon is gonna just do what not seated hi I'm just gonna do what comes in the interaction then he's going
to add a little detail Iraq now unless like this tend to crop up at places interaction to mark the prioress enough does it or when expected in some kind of way so here golden is first of all pushing back on the first move with the hello I'm just doing what only happens here and then boom I wasn't really expecting you to ask next I'm before he
answers the question and Hickam stance to the but I made a workshop okay anon is going to try and move the conversation along into initial enquiries I now if they know is now happy and satisfied that she now knows what god was all morning and was going to just go find how you and bounce back into the kind of the was stripped that might say we
would see that eights but instead we see some silence this time half a second so we know the still trouble in the call I'm and hit comes Dana with the reply which publishing gonna be fine how you instead she's gonna say I'm okay which is quite heroplay not fine and she's not there in the wrist the reciprocal how are you back to him either so it
now golden really it's very here apple diner is not fine there is trouble ahead I'm problems and she must have a conversation and he could Oscar attend but instead he says so Gordon is really pushing back here %HESITATION on day this project Dana's got project today which is to have a conversation with Gordon about some trouble and Gordon's got project which is to not go that
%HESITATION with Dana okay so I'm going to try and think of thought encounters that we have as being like a race track with a landscape in a distant kind of architecture so we started the beginning of the race with a recipient recipient and along the way we proceed along the racetrack completing projects of various kinds as we've just seen Pilar Nancy and Dana Gordon do I'm
so if you just think about you everyday encounters there were lots of different types of racetracks so that might be the telephone calls it have with the service they might be doctor patient conversations they might be first dates they might be the conversation you have in the check out of the supermarket but all of those things will have a distinct landscape to them arm and put
checks along the way so greetings and stands up and says a requests and offers and floods and assessments and stories in politics and what we've seen so far is that highland not say a kind of moving smoothly progressing around that race track where is Dana Gordon a kind of on the rumble strip at the side of the rhetoric of pink along like this and they may
or may not get smoothly progressing around the race track I'm ever again I'm okay so conversation analysis then what do we do what we do is record hunter Isaac examples of the same type of account %HESITATION and then what we do is take those recordings %HESITATION and transcribe them in a lot of forensic and linguistic phonetic kind of detail and then look at the entire landscape
if encounter to establish the component activities that comprise it now if we can see from Dana Angleton's cold that before dying is even spoken up after that seven tenths of a second of silence that there is going to be a problem in the encounter then we can start to see that there might be a really big payoff to looking at a professional encounters what place encounters
to try and identify what is working and not working in those encounters so I've done lots of work on things like police interrogations of suspects arm commercial sales Kohl's arms and a whole bunch of other kinds of what place encounters but I'm gonna show you an example now just one example the power of conversation analysis to identify things that may work on that may not work
and countess I'm I'm a setting is one that's public in the bay of familiar to you which is good because it puts you in the position of the person who's been talked acts in this telephone call so the coal is %HESITATION from a big collection of recordings of goal of initial Inquirer is into %HESITATION community mediation services I need the services exist to try and help
people who've gone they but dispute this is a really hard sell for a mediation service who festival is not the go to service for someone with a dispute a it's an online service and that basically talking to somebody who was already phoned another organize accent on the organization's got some kind of bite that mediation services don't have so zooming back and thinking about the sort of
race track the landscape of these mission choir res one of the projects we can assume in on is the point at which the media to start to explain what it is that mediation is and can offer and it turns out when you look at hundreds of instances of these explanations arm that is basically two main ways in which the explosion happens one way of I'm not
just the client the Cola towards being a client that does them to what's being a yes and the other way leads you almost immediately to the end of the race so I'm gonna show you an example of a mediator explaining the service to a prospective well we care for major action ray yam we have people don't count erratic and get we wouldn't take value to it
Jack decided he should I come along that would we're trying to help people them so tough and the differences between them trying he will have the explanation and these sorts of materials these conversational materials providers with a not flickering experiment how do you know whether or not your explanation of the service is working I am this mediator and many other mediators have a very similar kind
of wave explaining mediation which I would call a sort of philosophical ideological explanation about the ethos of mediation so are we help people so there are differences that we don't take sides it's almond tree %HESITATION we don't judge this kind of explanation that's one way to do it %HESITATION another way to do it is a process oriented explanation so we do this we do that then
we do this and this is how we go forward so procedural explanation of mediation and the outcome of the sort of success or failure the effectiveness or otherwise of this encounter is going to be right in the interaction you didn't think I would have got the kind of experiment right here because if the caller is going to go with this explanation we should be able to
see that happening at line seven so line seven if the corners enthusiastic that we might get to be like great stuff sounds just like my needs or thank you very much but Mandel tell me more I'm this is what happens at line seven yeah so I released a tumbleweed despite a kind of silence it at line seven if no point seven seconds what of signs was
enough to know that things between Dana Gordon Michael believe a role the doomed then two point five seconds of silence he tells us that this is highly unlikely to be a positive response now forthcoming from the corner so this is what the caller says in response were Corkery federal or here we can see that the mediator does not know the race track they don't know festival
that this explanation of mediation to somebody who want someone to be on that side advocate for them constraining the behavior of the violate the next door this isn't gonna work and you get so many mediators explain the service in this way not only in their initial cold but also on that website some leaflets and so on I'm so presumably the media test thinks that are like