Messages Conversation Unit 14 I The Conversation Process

Messages & Conversation Unit 14

I. The Conversation Process (5 step Model) Business Feedforward Feedback Closing Opening See figure 14. 1

II. Conversation Management A. Initiating = references to 1. self 2. other 3. relational 4. context

B. Maintaining Conversations 1. Principles & Maxims of Conversation a. maxim of quantity b. maxim of quality c. maxim of relation d. maxim of manner

2. Conversational Turns a. speaker cues = regulate conversation i. turn-maintaining = to maintain the speaker role

ii. turn-yielding cues = tells the listener that you are finished b. listener cues i. turn-requesting cues = tells the other that you want to speak

ii. turn-denying cues = turns down the offer to speak iii. backchanneling cues = lets the speaker know that you are listening

Conversational Wants To Speak To Listen Speaker Turnmaintaining cues Turnyielding cues Listener Turnrequesting cues Turndenying cues

C. Closing Conversations 1. reflect back on the conversation 2. directly state the desire to end 3. refer to the future interaction

4. ask for closure 5. state that you enjoyed the interaction III. Conversational Problems A. Problems 1. disclaimer

2. 3. 4. 5. hedging credentialing cognitive disclaimers appeals for the suspension of judgement

B. Repairing Conversational Problems Sorry