Le mosse dell'operatore

[Autom. eng. transl.] The following chapter takes into consideration the communicative moves of the youth telephone operators of Mantova with regard to the user's requests. In particular, some phenomena have been analyzed that literature indicates as crucial moments in the management of the technologically mediated aid relationship (opening and closing of the conversation); others peculiar to the type of process implemented (management of questions, advice, the expression of empathy and self disclosure); still others were derived from the observation of the entire corpus of analysis, recurrent communicative moves shared by the operators (for example the evaluation); finally, specific phenomena of the medium used were taken into consideration, the request to speak with a specific volunteer, the creation / rejection of the private room and the time-limit rule). These phenomena have been identified through the method of "independent judges": the complete and individual reading of the corpus has allowed the three researchers to identify some themes / moves that have been judged as "conversational junctions" important in the structuring of the interaction between user and operator . The analyzed methodology has its roots in the perspective of communicative interactionism, based on the dialogic-conversational model of Francis Jacques [1985], who had the merit of defining communication less and less as a simple transfer of information and more and more as an interactive event that is, we have arrived at the idea of communication as a social relationship, the result of a joint activity of production of meanings carried out by the interlocutors in a dialogic-conversational perspective.