Interactional and procedural practices in managing coopetitive tensions

Managing Interactional Performance in E-Government

Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the lit...

Classroom Repair Practices and Reflective Conversations: Longitudinal Interactional Changes

For many English as a Foreign Language (EFL) teachers working contingently with language learners’ problematic learner contributions in classroom interaction still remains a challenge. Drawing on conversation analysis methodology and using sociocultural and situated learning theories, this longitudinal case study traces the progressional changes in one Iranian English language teacher’s repairi...

Managing mission tensions in academic health centers.

Managing Procedural Knowledge

Procedural knowledge is one of the most valuable assets of individuals as well as academic institutions and commercial companies. The ability to satisfy an order relies on the knowledge how similar tasks have been performed in the past. Thus the preservation of this knowledge is critical. Procedural knowledge takes many different forms, which makes it very hard to reason about it. We propose a ...

Client-identified important events in psychotherapy: interactional structures and practices.

This study describes interactional structures and practices in client-identified important events in psychotherapy sessions. Twelve of 16 events from seven client-therapist dyads were found to contain disagreement. A turn-by-turn investigation using conversation analysis displayed three different ways that therapists used to handle disagreement. The first was to orient to the client's disagreem...