A Concern Alignment Model for Consensus-Building in Conversations

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  • 会話コミュニケーションによる相互信頼感形成の共関心モデル
  • カイワ コミュニケーション ニ ヨル ソウゴ シンライカン ケイセイ ノ キョウ カンシン モデル

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Abstract

Conversational interactions contribute not only to the sharing of information and <br>establishment of consensus but also to the construction and sustenance of mutual trust<br>among conversational participants in our daily lives. The interrelationship between<br>trust and conversational interactions has not been studied extensively in cognitive sci-<br>ence. One reason for this lack of research is the fact that a study of social emotions such<br>as trust requires real fields, since social emotions in their natural, non-artificial forms<br>are not readily observable in laboratory settings. We introduce a notion of concern<br>alignment to describe the surface conversational processes toward mutual trust forma-<br>tion. Focusing on medical communications as our research field, we collected health<br>guidance conversations between nurses and patients who were diagnosed as having<br>metabolic syndrome, and we provide a qualitative analysis of the structure of conver-<br>sations in terms of a set of dialogue acts we propose for the description of concern<br>alignment processes. We demonstrate that the idea of concern alignment enables us to<br>capture and elucidate both the local and the global structures of mutual trust formation<br>in conversational consensus-building processes. We also discuss underlying mechanisms<br>connecting concern alignment and mutual trust.

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