Vocatives as rationalized politeness: Theoretical insights from emerging norms in call centre service encounters

This study offers an extension of existing politeness theories by illuminating how changes in politeness conventions come about as a result of contextual specificities. Despite a surge in mediated service encounters, few studies to date have considered the linguistic enactment of politeness in call centres, mainly due to restrictions on access. Drawing on a linguistic ethnography of an onshore call centre in Scotland and data in the form of authentic service interactions, interviews, on‐site observations, and institutional documents, the study combines quantitative and qualitative discourse analytic techniques to explore how the call centre‐specific tension between efficiency and customer care is managed in theory and practice. It is found that while the institution accords equal importance to efficiency and customer care, in actual service interactions, agents prioritize efficiency. Furthermore, in the few cases where agents do orient to customer care, vocatives appear to be used as a shortcut evidencing the emergence of a novel – rationalized – type of politeness. The study contributes the theoretical insight that new politeness conventions may emerge, not so much because of the imposition of one culture on another, but because they are shaped by the particular context in which they arise.     

Missing Out on the Parenthood Bonus? Voluntarily Childless in a “Child-friendly” Society

This article draws on interviews with Swedish voluntarily childless women and men in order to discuss their understandings of living in a so-called “child-friendly” welfare society where social policies subsidize families with children. Previous research from Anglo-Saxon countries implies that the social, political and economical interests of the voluntarily childless are in conflict with the interests of parents and that state subsidies and policies in support of parents could be considered as discrimination of childless people. However, in contrast to this previous research, the interviewees did not object to the redistributive tax system that benefits parents or to the political ambition to build a “child-friendly” labour market where it is possible to reconcile work with parenthood. Instead they defended themselves against accusations for being “free-riders” who did not contribute to society by referring to the responsibility they took by paying high taxes. Notwithstanding, the informants criticized how some parents misused their benefits and cashed in on them, making the voluntarily childless feel exploited. The article also suggests that state subsidies can eliminate some motives for voluntary childlessness but not all of them. The results add nuances to previous research as they highlight the importance of further investigating the relations between parents and non-parents in a social and political context.     

Parents' Involvement in Adolescents' Peer Relationships: A Comparison of Mothers' and Fathers' Roles

The goals of this study were to compare mothers' and fathers' direct involvement in adolescent girls' versus boys' peer relationships and to examine the links between parents' involvement and the qualities of adolescents' friendship and peer experiences. Participants were mothers, fathers, and firstborn adolescents (mean age = 15 years) in 187 working‐ and middle‐class families. Data were collected during home visits and a series of seven nightly telephone interviews. Parents' direct involvement was measured by parents' reports of their peer‐oriented activities, parents' knowledge about adolescents' peer experiences, and parents' time spent with adolescents and their peers. Findings revealed that mothers were more knowledgeable about adolescents' peer relationships than were fathers, that mothers with daughters reported the most peer‐oriented activities, and that both mothers and fathers spent more time with same‐sex adolescents and their peers. Parents' direct involvement was differentially related to girls' versus boys' peer experiences. Discussion highlights the role of parents' and adolescents' gender in shaping this dimension of family life in adolescence.     

Examining racial differences in the effect of popular sports participation on academic achievement

Using data from the Education Longitudinal Study of 2002, this study employs propensity score modeling to measure the effects of participation in varsity football (among men) and varsity basketball (among men and women) in the 10th grade on students’ GPAs and math test scores in the twelfth grade. This study also investigates whether the effect of sports participation on student achievement differs between black and white students. The results show that participation in varsity football negatively affects the 12th grade GPAs of black, but not white, men but does not affect the math test scores of either of these subgroups. Moreover, varsity basketball participation leads to higher GPAs in the 12th grade among white, but not black, women. Implications of the different operationalizations of sports participation, the investigation of different student subpopulations, and the different methods of analysis are discussed.     

Technological and Organizational Innovations and Financial Performance: Evidence from Nonprofit Human Service Organizations

VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations - The aim of this research was to explore whether several types of innovations were related to relevant measures of...     

Mutual Aid During a Pandemic: A Group Work Class Example

ABSTRACT

The pandemic of 2020 had faculty pivoting quickly from face-to-face to remote teaching. Many of us had to manage this herculean task with little know-how and within a short time-frame. Best practices were unclear given the highly individualized circumstances in which students were now living. Group work within an educational framework is possible and can help students effectively manage the stresses resulting from sudden crisis situations. The key to group work as practiced by social workers is mutual aid and it was this process that emerged in an online class for undergraduate students. It was not planned yet evolved in large part due to students’ capacity for caring, empathy, and connection.     

Education for a sustainable future? Students’ experiences of workshops on ethical dilemmas

ABSTRACT

The goal of education for sustainable development (ESD) is to promote the values, behaviors, and lifestyles that are needed to find solutions to global economic, social, and environmental challenges. Social work and social work education have an important role to play in ESD, and poverty reduction, health, and well-being are important issues for social work as well. UNESCO, as well as the provisions of the Sweden’s Higher Education Ordinance, emphasizes the importance of higher education in meeting the future challenges to creating a sustainable society. Social work education at Örebro University has a long tradition of collaboration with service user organizations, for example by holding workshops on ethical dilemmas. This article describes these workshops and explores the students’ experiences of them. Four themes were identified: the perspective of ‘the other’ (and my own role), the importance of a nonjudgmental approach, the complexity of ethical dilemmas, and awareness of the complexity of social work. The workshops give the students a platform where they can gain practical knowledge and experience. Through the workshops, the students began to reflect on their own inner ethical compass, as well as on their own role and the challenging nature of social work.     

Foundations and innovation in the nonprofit sector

Using a sample of 17 foundations that are at the forefront of encouraging innovation this study explored foundations' motivations behind funding innovation, their perceived ability to impact the levels of innovation in nonprofit organizations, and strategies that foundations are using or can use to encourage innovation in nonprofit organizations. The results showed that among the major motives behind funding innovation were leveraging the capital, honoring the foundations' core identity (mission and values), and desiring to encourage innovation in nonprofit organizations. Five strategies/mechanisms that foundations are using/can use to encourage innovation in nonprofit organizations were identified: (a) offering innovation awards/grants as catalysts for innovation, (b) providing risk capital and supporting early stage idea development, (c) educating other foundations on the value of innovation and serving in a convener role, (d) serving as thought leaders, and (e) increasing nonprofit organizations' capacity for innovation. Implications for practice are discussed along with recommendations for future research.     

Midwifery students’ conceptions of worst imaginable pain

BackgroundThe Visual Analogue Scale (VAS) is one of the most widely used pain assessment scales in clinical practice and research. However, the VAS is used less frequently in midwifery than in other clinical contexts. The issue of how people interpret the meaning of the VAS endpoints (i.e. no pain and worst imaginable pain) has been discussed. The aim of this study was to explore midwifery students’ conceptions of ‘worst imaginable pain’.MethodsA sample of 230 midwifery students at seven universities in Sweden responded to an open-ended question: ‘What is the worst imaginable pain for you?’ This open-ended question is a part of a larger study. Their responses underwent manifest content analysis.ResultsAnalysis of the midwifery students’ responses to the open-ended question revealed five categories with 24 sub-categories. The categories were Overwhelming pain, Condition-related pain, Accidents, Inflicted pain and Psychological suffering.ConclusionsThe midwifery students’ conceptions of ‘worst imaginable pain’ are complex, elusive and diverse.