Power in meetings may be enacted in many ways, ranging from democratic and collaborative through to authoritative and didactic, with the exact positioning on this continuum typically under the control of the chair. By contrast with the focus of most previous research on the behaviour of institutionally ratified chairs of intact teams, this paper examines how volunteer chairs of small focus groups in public meetings use the power associated with that role to manage the discussion and to encourage or discourage (...) explicit expression of disagreement. Our analysis identifies ways in which these arbitrarily assigned chairs influence and facilitate the small group discussions through a range of discourse practices. By separating the chair role from its typical co-occurrence with institutional hierarchy we are able to demonstrate the inherent influence and power of the position in the decision making process. (shrink)

In this article we investigate how speakers contribute to the interactive rise and fall of emotion in problematic interactions in a data set of in-bound telephone conversations collected from call centres in the Philippines. These interactions are between the Filipino Customer Service Representatives and American clients who initiate the calls to seek information, clarification, or resolution to a problem. The study draws on Appraisal theory to analyse the contribution of the caller and the CSR to initiating, maintaining and adjusting the (...) interpersonal intensity of the interaction. Findings point to a limited reliance on explicit attitude on the part of both speakers, with attitude more often implied rather than expressed explicitly. Of note, too, is the interdependence of the attitudinal choices on the part of each speaker, and the role that concessive contractors such as just, already, once, yet and actually, as well as moments of silence can play in the management of the emotive intensity. While we intend the outcomes to make a contribution to professional training in the industry, we also look beyond that context to contribute in theoretical and methodological terms to the analysis of interactions in other contexts where problems need to be resolved through talk. (shrink)