|2006-2||Interactions en situations de travail|
(Interaction in work situations)
|Klicken Sie auf das Buch zu abstrahieren!||Dieses Problem wurde auf Linie wurde in seiner Ganzheit setzen auf dem Portal: Cairn.info|
Lorenza MONDADA (Bâle, Suisse)Interactions en situations professionnelles et institutionnelles : de l'analyse détaillée aux retombées pratiques(Interaction in the context of work: thorough analysis and practical effect)pp. 5-16
Marc RELIEU (École Nationale Supérieure des Télécommu)Remarques sur l’analyse conversationnelle et les technologies médiatisées(Some remarks on conversational analysis and communication technology)pp. 17-32
This paper presents how both classical conversation analysis studies and recent, applied CA-oriented works conceive the link between conversational organization and technology. First, we discuss the role of the telephone in classic CA Studies and in more recent debates on mobile phone conversations. Through a discussion of a recent CA-inspired study of mobile instant messaging, we stress the relevance of CA for the understanding of practical orientations to technological features in mediated conversations. Finally we argue that the development of CA-inspired research in the evaluative process of new communication technologies design is an opportunity for identifying generic features of the interactional organization, while they permit to deepen our understanding of sequential environments. We develop this idea through a presentation of a study focused on interacting exchanges.
Giolo FELE (Trente, Italie)La communication dans l'urgence. Les appels au secours téléphoniques(Communication in emergency phone calls)pp. 33-51
The paper examines the verbal communication during an emergency, and in particular telephone interaction between the person who calls for help and the operators working in a help centre. Literature in this field (most of it dealing with cases in the USA) inspired by the principles of conversation analysis is reviewed. The paper presents the overall organization of the emergency calls and describes each phase of them. A comparison with ordinary telephone calls allows us to bring into light two particular aspects of the emergency telephone calls, their specialization and the compression of the opening sequence. As a final point it is shown how a misalignment between the parties concerned and a consequent interactional asynchrony can produce serious communication troubles together with real consequences for the involved persons.
Erik VINKHUYZEN, Marilyn WHALEN & Margaret SZYMANSKI (Xerox Palo Alto Research Center, États-U)Security, efficiency, and customer service in calls to a financial services organizationpp. 53-68
This study compares the interactional consequences of two different openings in calls to a financial services organization: the traditional opening that offers service (e.g., "How may I help you") and the power call opening that immediately launches a security check (e.g., "May I have your social security number please"). We present an analysis that explains why a higher percentage of customers fail the security check when service representatives use the powercall. Our study finds that often the strict security check is not necessary given the customer's request. Also, our analysis shows how the powercall has detrimental effect on customer service when customers are denied service before they have been given an opportunity to say why they called. Moreover, the efficiency argument for using the powercall is undermined by customer's design of their initial requests as a gloss.
Reinhold SCHMITT (Institut für Deutsche Sprache, Mannheim,)Interaction in work meetingspp. 69-84
The contribution starts with a short sketch of the global goals of Conversation Analysis (CA). After this, it describes the historical development of core aspects of inquiry, and offers a short overview of studies on meetings that have been analyzed from a CA perspective. With reference to a study on "management styles", it is shown how sequential analysis can be used, and what kind of analytical findings it produces. Based on this study, the necessity arises out to combine CA and ethnography in attempting to conceptualize analytical findings produced by sequential analysis. In conclusion, the contribution reflects how analytical findings derived from CA studies can serve as feedback to professionals whose interactive work has been studied.
Paul Ten HAVE (Amsterdam, Pays-Bas)On the interactive constitution of medical encounterspp. 85-98
The paper offers a concise introduction to the conversation-analytic study of medical encounters. The basic perspective is that medical personnel and patients constitute the encounter together as being a medical one. The paper discusses some of the major findings from the CA literature in this area, detailing some generic resources and their local applications as used by the parties involved. Fragments from one consultation, recorded in the Netherlands in the late 1970s, are quoted for illustrative purposes.
Ray WILKINSON (Londres, Grande-Bretagne)Applying conversation analysis to aphasic talk: From investigation to interventionpp. 99-110
The analysis of interactions involving one or more speakers with aphasia, a language disorder acquired following brain damage, is an area of 'applied conversation analysis' (and applied linguistics) which has been the focus of a growing number of studies in recent years. It is also an area in which conversation analysis can be seen to have informed both intervention studies by researchers and the clinical practice of professionals working with these speakers and their families. This paper provides an overview of some of the main findings about aphasic talk which have been made by researchers drawing on conversation analytic findings into the structure of aspects of ordinary, non-aphasic, talk such as repair organization and turn organization, and indicates some of the ways in which this approach to aphasia has been used within intervention studies and everyday professional practice.
Paul SEEDHOUSE (Newcastle upon Tyne, Grande-Bretagne)Interaction in Second Language Classroomspp. 111-122
Interest in Conversation Analysis (CA) and its possible applications in the fields of language learning and language teaching has grown considerably over the last five years. The article therefore attempts to synthesise the current state of the research and identify the issues and problems that have arisen and those areas which are suitable for further research. This article focuses on language classroom interaction and on teaching languages for specific purposes. It also discusses the relationship between CA and Applied Linguistics and examines the complex issue of what CA can contribute to the study of 'learning'. The issues are illustrated by an example of a CA analysis of language learning processes. The article concludes by considering possible future directions for research.
Simona PEKAREK DOEHLER (Neuchâtel, Suisse)« CA for SLA » : Analyse conversationnelle et recherche sur l’acquisition des langues("CA for SLA": Conversational analysis and language acquisition research)pp. 123-137
This article presents the line of research that has recently come to be called CA for SLA - conversation analysis for second language acquisition. In a first step, roots of CA for SLA in ethnomethodology and in the classical CA work are sketched. In a second step, key-concepts and methodological underpinnings are discussed, which radically challenge received conceptions of language and language learning. In a third step, the major research themes are presented. The article concludes with a brief note on practical implications of the findings as well as the (mainly methodological) challenges the field is currently confronting.
Le discours en interaction, de C. Kerbrat-Orecchioni
par R. Korenpp. 138-140
L'argumentation aujourd'hui : positions théoriques et confrontations, de M. Doury & S. Moirand
par S. Sauerwein Spinolapp. 140-141
La théorie interprétative de la traduction, de F. Israël & M. Lederer
par H. Chuquetpp. 142-144