Intervening with conversation analysis in telephone helpline services: strategies to improve effectiveness

This article overviews the way conversation analytic work on telephone helplines can make an impact in practical situations. It takes three illustrative themes in helpline research: (a) the giving, receiving, and resisting of advice; (b) the expression of strong emotion and its identification, manag...

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Bibliographic Details
Main Authors: Alexa Hepburn, Sue Wilkinson, Carly Butler
Format: Default Article
Published: 2014
Subjects:
Other human society not elsewhere classified
Other language, communication and culture not elsewhere classified
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Language, Communication and Culture not elsewhere classified
Studies in Human Society not elsewhere classified
Online Access:https://hdl.handle.net/2134/15720
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https://hdl.handle.net/2134/15720

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