Listening 100 times
Although Roodzant only started her PhD last autumn, she has already gained new insights. “I am currently working on an article about the use of compliments in telephone and chat conversations at an alcohol and drug information service. I noticed that compliments are sometimes used differently by care workers in chat than in telephone conversations. In chat conversations, for example, we see that many compliments are given in the opening, whereas this does not happen in telephone conversations. This is related to the characteristics of the communication medium. I am investigating how compliments function in both settings within the conversation and how they contribute to both providing confirmation and to the specific goals of the counselling service.”
In the next phase of her project, Roodzant will also investigate other possible expressions of affirmation in various forms of online and face-to-face mental health counselling. ‘I have to take different things into account for each source of data,’ Roodzant explains. As a result, she may listen to the same audio clip 100 times. “What is the role of turn-taking between the counsellor and the client, and what do pauses in conversation mean?”
In face-to-face conversations, there is even more to study. Think of facial expressions or hand gestures. “These sources are just more difficult to collect, because not everyone is keen to have such sensitive conversations with a counsellor filmed.”
Enough possibilities?
At a time when digital counselling in the form of chats or video calls is becoming increasingly common, it is important for counsellors to understand how confirmation takes place in these digital conversations. “This can sometimes be stressful for counsellors. Do they have enough opportunities to convey that feeling online? With my research, I hope to provide insight into this.”
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