Address terms in turn beginnings: Managing disalignment and disaffiliation in telephone counselling

Butler, Carly W., Danby, Susan J., & Emmison, Michael (2011) Address terms in turn beginnings: Managing disalignment and disaffiliation in telephone counselling. Research on Language and Social Interaction, 44(4), pp. 338-358.

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This paper examines use of address terms by counsellors on a telephone counselling service for children and young people. Drawing on conversation analytic findings and methods, we show how personal names are used in the management of structural and interpersonal aspects of counselling interaction. Focusing on address terms in turn-beginnings - where a name is used as, or as part of, a preface - the analysis shows that address terms are used in turns that are not fitted with prior talk in terms of either the activity or affective stance of the client. We discuss two environments in which this practice is observed: in beginning turns that initiate a new action sequence, and in turns that challenge the client’s position. Our focus is on the use of client names in the context of producing disaligning or disaffiliative actions. In disaligned actions, counsellors produced sequentially disjunctive turns that regularly involved a return to a counselling agenda. In disaffiliative actions counsellors presented a stance that did not fit with the affective stance of the client in the prior turn, for instance, in disagreeing with or complimenting the client. The paper discusses how such turns invoke a counselling agenda and how name use is used in the management of rapport and trust in counselling interaction.

Impact and interest:

12 citations in Scopus
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5 citations in Web of Science®

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132 since deposited on 14 Nov 2011
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ID Code: 47000
Item Type: Journal Article
Refereed: Yes
Funders: ARC
Keywords: address terms, helplines, children, young people, counseling, Kids Helpline, Australia, conversation analysis, telephone counseling
DOI: 10.1080/08351813.2011.619311
Subjects: Australian and New Zealand Standard Research Classification > EDUCATION (130000) > SPECIALIST STUDIES IN EDUCATION (130300) > Educational Counselling (130305)
Australian and New Zealand Standard Research Classification > LANGUAGES COMMUNICATION AND CULTURE (200000) > LINGUISTICS (200400) > Discourse and Pragmatics (200403)
Divisions: Current > Research Centres > Office of Education Research
Current > QUT Faculties and Divisions > Faculty of Education
Past > Institutes > Institute for Creative Industries and Innovation
Current > Schools > School of Early Childhood & Inclusive Education
Copyright Owner: Copyright 2011 Taylor & Francis
Copyright Statement: This is a preprint of an article whose final and definitive form has been published in the Research on Language and Social Interaction (C) 2011 (copyright Taylor & Francis); [JOURNAL TITLE] is available online at:
Deposited On: 14 Nov 2011 06:13
Last Modified: 02 Oct 2014 14:51

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