Index

• active listenership 3, 20, 56, 66–67, 74, 80

• activity type 15, 16, 37

• advice 4, 52, 79, 81, 94, 111, 113, 118, 120, 122, 124, 174

• anger 136, 291, 301

• anxiety123

• appropriate 1, 4, 25, 34, 38, 62, 85, 106, 109, 121, 123, 164, 170, 221, 271

• asynchronous124

• backchannels66

• behavioural expectations31

• Book of Rites116

• call centre 7–8, 51–52, 105, 180–187, 189–190, 192–196

• call centre service encounters 13, 180–198

• China 109–110, 113, 121, 125

• clinicians 31, 80, 82, 105

• Clinical Skills Assessment (CSA)33

• CSA 33, 50

• conversation analysis 21, 92, 105, 180, 196, 198, 205, 248

• contrast effect308

• cooperative bargaining311

• hooks 299, 307, 315

• Communities of Practice (CofP) 6, 22, 204, 221, 247

• CofP 6, 181

• communication skills 81, 295

• competence 31, 53, 76–77, 81, 174, 192, 245

• CMC 108, 110, 199, 225–228, 230, 242–243, 247–248

• CMC cues247

• context 2, 5, 7, 9, 14–15, 34, 61, 69, 71, 73–76, 78, 86, 93, 95, 97, 104–105, 107–108, 115, 121, 123, 125, 135, 137, 140, 142–143, 164, 167–168, 174, 180, 188, 204, 210, 218–219, 222, 224–225, 247, 252, 266, 268, 270, 272, 286

• credibility230

• culture(s) 19, 21–22, 53–54, 79, 81–82, 123–126, 150, 174, 176–177, 196, 198, 220–221, 232, 243–245, 248, 270–271

• CCSARP (“Cross-Cultural Study of Speech Act Realization Patterns”) 56, 64, 78

• cross-cultural considerations7

• cultural beliefs124

• cultural contrast156

• cross-cultural dimension201

• cultural move87

• cultural norms 153, 237

• cultural practices 107, 113, 115, 121

• cultural sharing231

• cultural smoothing163

• cultural stereotypes156

• cultural taboo118

• “cultural turn” 154, 176

• cultural variation173

• intercultural (communication) 20, 22, 54, 81–82, 104, 129, 149, 151, 173–175, 177, 197, 221, 225, 231, 246–248, 322

• intercultural communication 22, 54, 81–82, 174–175, 177, 221, 322

• intercultural research156

• popular cultural discourse117

• decision-making 38, 58–59, 113, 153–154, 157, 161–163, 166–169, 171, 254, 293

• discourse 20–22, 26, 28–29, 31, 36–37, 40–42, 47–54, 64, 78–82, 86–88, 92, 97–98, 100, 103–109, 111, 113, 116, 122–125, 149, 155, 158, 172–174, 176, 193, 196–198, 200–202, 204, 217, 219–221, 226–228, 245–246, 248, 252–253, 257, 267–272, 276, 296, 322

• historical 4, 7, 19, 116–117, 119, 122–123, 171, 230, 233, 236, 256

• markers 45, 56, 65–67, 74–75, 156, 286

• strategy 8, 14–15, 35, 37, 43, 49, 65, 72, 77, 86, 96, 99, 116, 120–122, 139, 144, 147, 149, 157, 162, 169, 186, 202, 208, 212–213, 217, 243, 268, 271, 280–281, 289, 300, 307, 309, 312–313, 315–317, 319

• discourse completion task (DCT)200

• DCT202

• discursive politeness 25–27, 29, 47, 50

• commands287

• imperatives 85, 92, 303

• hints 135, 216, 287

• questions 6, 10, 35, 77, 82, 104, 111, 146–147, 159, 201, 203, 208, 216, 222–223, 235, 251, 254–255, 258–263, 265–266, 268–272, 293

• procedural questions 260–261

• substantive questions 259, 262

• requests 19, 78, 172, 174, 176, 218–222, 224, 293

• emotion 22, 299, 321–322

• anger 136, 291, 301

• anxiety123

• embarrassment289

• emotional 98, 113, 186, 244, 246, 280, 289, 301–302, 305, 307, 309, 313

• emotional involvement244

• emotional state 98, 307

• emotional support 280, 289

• empathy34

• laughter246

• shame 300, 322

• sympathy 227, 243, 275, 289, 290

• emoticons 228, 243–244, 246–247

• ethics229

• moral order105

• ethnographic research55

• ethos103

• expert 29, 53, 103, 106, 124, 149, 176

• face 1–6, 8–13, 15–17, 19–20, 22, 25–32, 35, 40, 46–48, 51, 53–54, 58, 79–80, 82, 86–90, 92, 96, 102, 104–105, 109, 114, 119, 121, 132, 135, 140–141, 145–148, 150, 153, 157–158, 165–166, 169–171, 173–177, 181, 187, 189–190, 192–193, 196–197, 202, 209–210, 227, 243, 245–246, 251–255, 260–263, 267–268, 270–271, 273, 275–276, 278–281, 283–284, 289–290, 294–296, 299–301, 303, 305, 308–313, 320–322

• facework 1–2, 5, 9–15, 17–19, 82, 85, 106, 196, 268–271, 274, 296, 320

• appreciation 14, 163, 215

• approval 27, 133

• concern 30–33, 47–48, 92, 132–133, 139, 155, 158, 170, 204, 210–211, 227, 241, 280–281, 301, 305

• conflict 60, 79, 123, 129, 131, 134, 137, 144, 146, 149–150, 172, 185, 192, 272, 294, 303, 321–322

• interpersonal conflicts132

• personal conflict134

• process conflict130

• relational conflict 6, 129, 130, 131, 145, 148

• task conflict150

• conflict avoidance 60, 131, 146

• conflict de-escalation303

• conflict management79

• conflict prevention146

• disagreement 149, 258, 266

• disagreements-as-conflicts146

• disagreement tokens258

• face aggravation15

• face attack 51, 196, 271

• rudeness 218, 221, 270

• face enhancement 12, 15

• face threat4

• face threatening act (FTA)16

• FTA 16, 158, 166

• helping 5, 52, 114, 158, 170, 197, 265, 274, 276, 291, 308, 316–317

• requesting help289

• remedial facework284

• verbal aggression9

• face management 86, 92, 170

• face needs 1, 12, 17, 276, 283, 303

• face sensitivities31

• face types 2, 32

• expert face4

• identity face68

• personal face 2, 30, 31, 32, 38, 44, 47, 48, 50, 85, 86, 101, 103, 170, 187

• professional face 20, 105, 197

• quality face 67, 68

• social face256

• negative face 8, 10, 16, 283, 305

• positive face 9–10, 89, 279–280, 289–290

• face wants 86, 96, 211, 217, 254, 257

• mitigation strategies3

• model person186

• ‘father trapping’115

• folk pragmatic theory189

• folk pragmatics 21, 197–198

• gaze295

• General Practitioner (GP) 2–3, 25, 32–35, 46–49, 162, 245

• gesture 77, 210, 238, 284, 291

• Good Medical Practice52

• good patient100

• head act 202, 217

• health app 108, 110–116, 120–122

• health 2–4, 13, 20–21, 25–27, 29, 32, 34–35, 39, 51–53, 57–58, 77–83, 85–92, 98, 100, 104–116, 120–126, 282–283, 296

• care 2, 11, 20–21, 27, 29, 51, 53, 55, 57–59, 77–83, 85–91, 103–104, 106, 117, 119, 123, 125, 138, 162, 236, 270, 284, 296, 300

• communication 4, 7, 10, 13, 18–22, 25, 27, 29, 31–34, 40, 51–61, 66, 76–83, 104–112, 115–116, 120–125, 139, 150, 153, 166, 169–170, 174–177, 182–184, 193–194, 196–199, 218–221, 223, 225, 227, 229, 236–237, 242, 244–248, 251, 257, 269–271, 286, 295–296, 301, 321–322

• healthism87

• hedge165

• hope work 21, 86–87, 101, 106

• hospital 20, 27, 58, 61–62, 78–79, 82, 90–92, 97, 104, 246, 262–263

• humour 4, 20, 61, 79, 82, 107, 110, 112–115, 118, 120–122, 124–125, 138, 144, 147–148, 155, 158, 168, 170, 176, 243, 289, 294, 321

• banter314

• iconicity186

• identity 22, 54, 68, 77, 81–82, 86, 122–124, 220–221, 246, 248, 251, 253, 257, 260, 264, 271, 296

• identity work 122, 251

• institutional identity 87, 89

• institutional role 85, 86

• professional identity 54, 86, 246

• professional role 27–29, 31

• Impoliteness 5, 7, 9, 18–21, 28, 51–52, 60, 79–81, 124, 164, 173–176, 196–197, 219–221, 247, 252, 268–270

• (im)politeness 5, 7, 9, 18–21, 28, 51–52, 60, 79–81, 124, 164, 173–176, 196–197, 219–221, 247, 252, 268–270

• politeness 1–10, 12–23, 25–29, 32, 35, 43, 47, 49–54, 56, 60–61, 64, 66–67, 76–83, 85–86, 88–89, 91–92, 102, 104–107, 123–127, 147, 150–182, 187, 193–201, 203–205, 208–210, 216–222, 225, 245–247, 249, 251–253, 255, 263–264, 266–272, 280, 294, 320–321

• impression management296

• indirectness 3, 8, 69–70, 76, 79, 89, 104, 156, 169, 172, 176, 200, 214, 216–218, 220

• influence 11–12, 19, 30, 76, 124, 129, 133, 135, 154–155, 158, 161–162, 164–171, 173, 182, 196, 200–201, 213, 231, 233, 245, 247, 275, 294, 296, 301, 308, 312, 319, 321

• credibility 88, 122, 230, 288, 294, 297

• liking 230, 312

• similarity 267–268

• Liking Principle312

• reciprocity 246–247, 290

• influencing tactics299

• initial contact 303, 304

• greeting 274, 278

• sharing 9, 29, 37–38, 52, 58–59, 98, 114, 206, 226, 228–229, 231, 234, 236–238, 278, 280, 283, 292

• volunteering information290

• social engineering 288, 295

• workplace emails 16, 199

• interprofessional 56, 58, 77, 80, 82

• leadership 3, 56, 63–64, 66–67, 69–70, 72–76, 78

• metaphor 7, 93, 184

• medicalisation 29, 49, 53

• mitigation 3, 56, 72, 78, 174

• mobile health 4, 107, 109–110, 123–124

• morality 85–87, 104–105

• motivation 4, 10, 14, 90, 95, 97, 105, 154, 164, 199, 205, 288

• neoliberalism 87, 105

• norms 4, 6, 13, 15, 80, 89, 106–108, 110–112, 122–124, 152, 156, 162–163, 169, 171, 175, 181, 197, 204–205, 247

• occupational therapist 89, 95

• one-way communication 111, 120, 122

• optimism 87, 90, 101, 103

• politeness 1–10, 12–23, 25–29, 32, 35, 43, 47, 49–54, 56, 60–61, 64, 66–67, 76–83, 85–86, 88–89, 91–92, 102, 104–107, 123–127, 147, 150–182, 187, 193–201, 203–205, 208–210, 216–222, 225, 245–247, 249, 251–253, 255, 263–264, 266–272, 280, 294, 320–321

• first wave12

• second wave12

• third wave91

• minimal politeness 22, 271

• negative politeness 200, 211, 217, 255, 283

• “wants” 279, 280

• politeness markers 65, 66, 156, 158, 209

• positive politeness 94, 208, 211, 243, 280, 282, 313

• “wants” 279, 280

• politic 54, 83, 106, 109, 125–126

• post-partum recovery4

• pragmatics 4, 19–22, 51–54, 78–80, 82, 92, 104–106, 123–125, 149–150, 172–178, 196–198, 218–221, 245–248, 268–271, 296, 321–322

• cross-cultural pragmatics 19, 78, 172, 218

• folk pragmatics 21, 197–198

• integrative pragmatics 20, 92, 105

• interpersonal pragmatics 92, 105, 149–150, 174, 219, 247

• problem solving149

• professional communication 79, 123

• professional contexts 1, 13, 20, 32, 49, 52, 106, 180

• airport 10, 273, 275, 285–287, 290–292

• covert surveillance and interactions273

• security 21, 233, 249, 258–259, 274, 293–296, 321

• call centre 7–8, 51–52, 105, 180–187, 189–190, 192–196

• language policing7

• language regulation7

• courtroom 9, 19, 172, 175, 253, 257, 259, 268–271

• oral argument 22, 251, 254–255, 257–258, 271

• small claims court272

• occupational therapy78

• sign language interpreting 173, 176

• university 1, 5–6, 19–20, 22, 25, 27, 51–55, 78–81, 83, 85, 104–105, 107, 123–125, 129, 133, 149–151, 172–179, 196–199, 218–221, 225, 229, 232, 237, 245–247, 251, 269–273, 294, 296, 299, 321–322

• workplace 2, 8, 15–16, 20, 31, 52–53, 70, 72–73, 79, 81–82, 86, 115, 124–125, 129–132, 146–147, 150, 162–163, 170, 173–174, 176, 196, 199, 201, 203, 205, 210, 218–219, 221, 243, 245, 247, 257, 299

• participant roles172

• Air Marshal (AM)273

• attorneys 253, 257

• BDO 274–275, 289–290, 292

• BSL interpreter

• consumer 8, 29, 175–176, 225, 229

• crisis negotiator314

• defendant 157, 254, 259, 261, 264, 265, 266

• father 115, 233

• General Practitioner (GP) 2–3, 25, 32–35, 46–49, 162, 245

• judge 9, 91, 166, 204, 251, 254–255, 257–267, 270–272

• litigant 9–10, 260, 263

• Occupational Therapist (OT) 89, 95

• OT 86–87, 95–103

• passengers 275–276, 280, 286, 292, 294

• Person of Interest (POI)274

• POI 274, 285–286, 289–290

• plaintiff 260, 262, 265

• police 11, 14, 16–17, 162–163, 176, 252, 271, 283, 297, 301–302, 307–309, 314, 321–322

• professional practitioner18

• stranger 275–276, 284, 289

• subject 5–6, 11–12, 15–17, 86–87, 159, 182, 194, 202, 231, 241, 300–305, 307–308, 314, 317, 319–320

• witness173

• rapport 2–3, 5, 7, 13, 21–22, 25–27, 29–31, 34–35, 46, 48, 50, 52–56, 61, 66–69, 76, 82, 129, 131–132, 145, 150–152, 154–155, 157–158, 164, 168–172, 175, 177, 197, 220–221, 246, 248, 271, 283–284, 286

• rapport management 5, 7, 21, 52, 82, 132, 145, 154, 168, 171–172, 177, 197

• reality paradigm 11, 16, 299, 300, 303, 305, 308, 309, 316, 319

• mental worlds12

• belief world11

• rehabilitation 4, 78, 85, 90–91, 93–94, 96, 103, 105–106

• relational work 13, 61, 80, 83, 105, 109, 111, 114, 116, 118–119, 124–125, 138, 142, 145–148, 175, 220, 226, 229–230, 236, 246–247

• sarcasm 122, 246

• self-disclosure 11, 228, 245

• self-preservation 165, 170, 175

• sociality rights 68, 73, 132

• stroke rehabilitation85

• stroke patient 104–105

• types of talk276

• email 8–9, 200, 202–203, 208, 214, 217–219, 221–224, 229, 232, 234, 237–238, 245–247

• small talk 10–11, 17, 51–52, 78, 105, 123, 176, 219, 247, 274, 276–277, 283, 291–292, 294–296

• speech act 10, 12, 16, 36, 38, 42–43, 56, 64–65, 78, 82, 199, 201, 284, 309

• complaint294

• criticism 115, 136, 142, 157, 275, 283

• disagreement 149, 258, 266

• promise 12, 304–307, 309–311, 315–316, 318, 320

• request 66, 72–73, 162, 173, 219, 222, 224, 232, 282

• thanking 173, 209, 223, 242–243, 281, 284

• taboo

• team communication 80–82

• team interaction 55, 57–58

• theorists 18, 60

• Brown and Levinson 1, 60–61, 155, 201, 283, 300

• Cialdini312

• Goffman 1, 3, 9, 60, 68, 85–88, 94, 97, 101, 154, 226–227, 237–238, 245, 275, 300

• Leech 154, 199, 300

• Locher 2, 18, 21, 27–28, 56, 61, 80, 85, 89, 107, 109, 111, 113, 120, 123–124, 131, 150, 154, 175, 199–200, 217, 221, 226–227, 240, 247

• Spencer-Oatey 2, 12, 22, 30–31, 54, 56, 60–61, 67–68, 72, 130, 132, 134, 149–150, 152, 154–158, 160, 168–171, 174, 177, 200, 220, 227, 242, 256, 275

• Watts 1, 12, 21, 61, 80, 85, 89, 105, 107, 109, 122, 124–125, 154, 170–171, 175, 199–200, 217, 220, 226–227, 240, 247, 268

• theory 16, 18, 20–22, 30, 34, 50, 53–54, 60, 80, 82, 87, 105–106, 124–125, 150, 154, 160, 172–175, 177, 183–184, 186–187, 189, 194, 197–198, 201, 220–221, 245–247, 253, 269–270, 296, 301, 321–322

• discursive politeness 25–27, 29, 47, 50

• “discursive turn”154

• facework theory15

• politeness theory 20–22, 54, 80, 82, 105–106, 124, 174–175, 177, 220, 247

• Rapport Management Theory 21, 177

• therapy 4, 78, 90, 100, 322

• therapeutic 80, 91, 270

• training 2–4, 7–8, 11, 14, 17–19, 25–27, 32–35, 47–50, 52, 55, 57, 59, 61, 77, 108, 152, 173, 180, 182–184, 186–187, 189, 194, 276, 286, 295

• GP training 2–3

• police negotiation training301

• linguistic toolkit 3, 301, 319, 320

• Six Channel Analysis in Real-time (SCAn-R training)285

• Stocks of Interactional Knowledge (SIKs) 180, 196

• SIKs 182–183, 185, 187, 192, 195

• trust 27, 122, 150, 230, 235, 240, 242, 245, 301, 310

• ‘yuezi’ 113, 122, 123, 124