Language in Use 237-238
This unit looks at the relationship between the verbal and non-verbal aspects
of speech, and how we use both when we interpret the response of others to what
we say. It focuses upon the nature of telephone conversations, and examines
the degree to which we are handicapped by talking ear-to-ear when we are not
face-to-face.
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[1] In this session the class, working in groups of four, has to provide
a written record of the sequence of events that occurs when a telephone is answered
and a conversation takes place. Each group of four has a caller and receiver,
each with an observer to record what happens. It may be necessary to repeat
the sequence out of class to obtain an accurate record of what is said. Circulate
the versions and look at how the receiver's response to the call affected what
was then said.
[2] In this session each group makes and describes a call that requires
the use of tact. The following examples may be useful:
(a) John (or Nancy) is expecting a call from Connie (or Jimmy) when aunt or
uncle rings up;
(b) Jack (or Barbara) struggles to end a conversation with George 'or Shirley),
who does not want to stop;
(c) Ted (or Margaret) is chatting to Reg (or Beryl) when the door-bell rings;
(d) the neighbourbood gossip rings up with the latest news, which the receiver
finds embarrassing and tries to cut
off.
[3] For this session, the class need to have the record of the conversation in [2] before them. Each group should repeat this conversation, but this time put it in a face-to-face setting like the street or class-room. The discussion should focus upon the fact that we cannot use over the telephone precisely those non-verbal signals that tell the other person the nature of our response to what he is saying. A particular point to examine is the part played by these non-verbal signals at the beginning of a conversation in setting its tone and at the end in bringing it to an end. Ask the class to consider what is available, to those telephoning, for these purposes.