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  1. Dealing with third-party complaints on a men’s relationship-counselling helpline.Amanda LeCouteur & Rebecca Feo - 2017 - Discourse Studies 19 (2):131-147.
    This article examines how third-party complaints were responded to by counsellors on a men’s relationship-counselling helpline. Much prior conversation analytic research has shown that third-party complaints in institutional settings are embedded in other activities and treated as secondary to the main interactional business. As such, complaints are routinely responded to with a shift to a new, institutionally relevant activity. In the context examined here, however, the third-party complaints constituted callers’ reasons for call. We show that, as in many other institutional (...)
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