This book systematically investigates the sequential deployment of
responses to requests in telephone service encounters in British
English, German and Italian.Varcasia describes and defines
conversational strategies used by speakers of the three languages
when responding to requests, considering the different response
formats and their grammatical configuration. Chapters are organised
according to the structural complexity in the responses and explore
the different practices of turn-construction. This cross-cultural
comparison recognises the similarities and differences in the
preference for response format and reveals that speakers in all
three languages oriented to the same expectations of detailed
responses involving extended conversation rather than short
responses that provided only the requested information. This book
will appeal to scholars of linguistics and communication studies as
well as having practical implications for the training of staff and
call-centre operators.
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