Phase Structure and Resistance to Progressivity in Complaints Calls to the NHS

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Resistance in Business-to-Business Cold Sales Calls

Bogdana Huma et al.

Summary: In cold sales calls, salespeople face resistance from prospects while trying to convert them into clients. By analyzing 159 cold calls, we found that prospects used two practices, blocking and stalling, to resist the salespeople's attempts to schedule a sales appointment. However, understanding resistance as a social psychological phenomenon can be achieved by viewing it as an interactive and situational discursive accomplishment.

JOURNAL OF LANGUAGE AND SOCIAL PSYCHOLOGY (2023)

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Article Psychology, Social

Identity and action: Help-seeking requests in calls to a victim support service

Emma Tennent

Summary: The nature of the link between identity and action is explored through a discursive psychology study focusing on help-seeking in social interaction. Analysis of recorded calls to a victim support helpline reveals that participants understand the implications of seeking help for their identity. The findings suggest a mutually constitutive relationship between identity and help in social interactions.

BRITISH JOURNAL OF SOCIAL PSYCHOLOGY (2021)

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