1. Messages & Conversation
Unit 14

2. I. The Conversation Process (5 step Model)
Business
Feedforward
Feedback
Closing
Opening
See figure 14.1

3. II. Conversation Management
A. Initiating = references to
1. self
2. other
3. relational
4. context

4. B. Maintaining Conversations
1. Principles & Maxims of Conversation
a. maxim of quantity
b. maxim of quality
c. maxim of relation
d. maxim of manner

5. 2. Conversational Turns
a. speaker cues = regulate conversation
i. turn-maintaining = to maintain the speaker role

6. ii. turn-yielding cues = tells the listener that you are finished
b. listener cues
i. turn-requesting cues = tells the other that you want to speak

7. ii. turn-denying cues = turns down the offer to speak
iii. backchanneling cues = lets the speaker know that you are listening

8. Turn-maintaining cues
Conversational Wants
To Speak
To Listen
Turn-maintaining cues
Turn-yielding cues
Speaker
Turn-requesting cues
Turn-denying cues
Listener

9. C. Closing Conversations
1. reflect back on the conversation
2. directly state the desire to end
3. refer to the future interaction

10. 4. ask for closure
5. state that you enjoyed the interaction
III. Conversational Problems
A. Problems
1. disclaimer

11. 2. hedging
3. credentialing
4. cognitive disclaimers
5. appeals for the suspension of judgement

12. B. Repairing Conversational Problems
The Excuse
Sorry