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CARM© (conversation analytic role-play
method) CARM© is a
new approach to communication skills training, which can be adapted to
any sort of workplace or institutional encounter. In contrast to traditional role-playing
techniques, which use a combination of hypothetical scenarios, actors,
post-encounter observations of training videos, and so on, CARM© uses
audio- and video-recordings of real-time, actual encounters as the basis of
its training technique. CARM© is an approach based on evidence about what sorts of problems and
roadblocks can occur in conversation, as well as the techniques and
strategies that best resolve these problems. Steps
in CARM© The first step is
therefore to conduct conversation analytic research of the setting, in order
to identity the robust endogenous practices that comprise it. The second step is to identify, transcribe
and anonymize extracts from live recordings that
demonstrate the different ways particular actions are formulated and
organized. For example, in a workshop with community mediators on ‘solution
focused questions’, I selected a number of extracts which best illustrated
the different ways such questions were asked and responded to by clients. The third step is to use PowerPoint’s
animation software to play the audio/video and transcript synchronously. This
means that participants ‘live through’ encounters ‘in the moment’, without
knowing what is coming next. The fourth step is to get workshop participants
to ‘role-play’ what they might do next to handle the situation. For example, if party A makes a particular sort
of comment, how might party B respond most appropriately? Participants either
discuss their likely response in small groups, or respond individually by taking the next turn without time for
discussion (as would happen in a real interaction). The fifth step is to play
party B’s actual response. Participants then evaluate what party B did, and
the workshop moves on. Participants get to see and evaluate different sorts
of responses, gleaning ‘best practice’ on the basis of what people actually
do and say. If you want to use CARM©… Any conversation analyst working
in an applied setting may use CARM©, but please do cite the method if you do; for example: Stokoe, E.
(2011). Overcoming roadblocks to mediation: Training mediators using the
‘Conversation Analytic Role-play Method’. Mediation Digest Online. Stokoe, E.
(2011). Simulated interaction and
communication skills training: The ‘Conversation Analytic Role-play Method’.
In C. Antaki (Ed.), Applied conversation analysis: Changing institutional
practices.
An article
about CARM© in
Loughborough University The View magazine, January 2012 What people have
said about CARM© “CARM ... was, quite simply, one of
the most fascinating workshops I have attended in 11 years of going to
conflict resolution conferences and events. I think one of the reasons I
found it so interesting is because it challenges in a very fundamental way much
of the received wisdom on how we train mediators to communicate with their
clients” (Brendan Donaghy, Editor,
Mediation Digest) “This was the best training day I’ve
attended since I stopped going to the seminars run by the Institute of
Management Studies in London” (Anne
Stanton, West Sussex Mediation Workshop) “The fact that it was ‘real’, as
opposed to role-play was a relief. It
was so much better (and more interesting and motivating) to deal with reality
as opposed to made-up scenarios/acting which obviously can’t replicate the
range of emotional responses/dilemmas that everyone (clients/mediators)
experience (Participant in Glasgow
Community & Safety Services, Mediation)” “Your approach to the mediator data is quite
inspiring. I especially liked the line-by-line roll-out of the data -
what a great way of proceeding with practitioners, and with students also” (Professor Jenny Mandelbaum, Rutgers
University, USA) “[The presentation] was informative, witty,
and very clearly showed what a difference real examples make in learning what
makes a difference in a successful approach” (Claudia Maffettone, LuX-
A Lighthouse for Ideas, New York, USA) “The presenter was extremely
knowledgeable and was able to translate that knowledge into a very
interesting and practical training!
She was able to clearly define the parameters and scope of the calls,
identify areas of strengths and room for improvements while engaging all the
participants … Having the ability to listen to actual calls and view the timed lapses
in responses was very
innovative and unique It added a more
practical way of training and learning versus a typical role play environment” (Darryl R. Middlebrook, Family Mediator DC
Superior Court, Washington, DC, USA) ·
▪ · CARM© and related talks ·
▪ · Here is a list of
lectures, seminars and workshops that use or discuss CARM©, or present findings from the original neighbour
dispute project. · ▪ · 2012 · ▪ · Stokoe, E. (2012). Examining
mediators’
communication roadblocks. Workshop to be presented, Mediators’ Breakfast
at Dispute Resolution Program, John Jay College of Criminal Justice, New
York, November. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Community Dispute Settlement Center, Cambridge MA,
USA, October. Stokoe, E. (2012). Examining
mediators’
communication roadblock in intake calls. Workshop to be
presented, New York Peace Institute / Safe Horizon Mediation, New York, USA, October. Stokoe, E. (2012). Examining
mediators’
communication roadblocks. Workshop to be
presented, New York Peace Institute / Safe Horizon Mediation, New York, USA, October. Stokoe, E. (2012). Examining
mediators’
communication roadblocks. Workshop to be presented, Mediation Program,
Volunteers of America NNE, Maine, USA, October. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, South
Lanarkshire Council, September. Stokoe, E. (2012).
Cultural categories in community mediation. Paper to be presented, Symposium
on Translating Cultures in International Mediation, University of Nottingham,
August. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Wirral
Mediation Service, July. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, MESH
Community Cohesion Services, Sheffield, July. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Milton
Keynes Community Mediation Service, July. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Conflict
and Change, May. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Common
Ground: Mediation in Tower Hamlets, May. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Mediation
Services Manchester, May. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop to be presented, Mediation
Hertfordshire, May. Stokoe, E. (2012). The
‘Conversation-Analytic Role-play Method’. Poster to be presented,
International Investigative Interviewing Research Group conference, Toronto,
May. Stokoe, E. (2012).
Neighbour disputes and conflict: Institutional-interactional findings from a
large-scale qualitative project. Paper presented, Department of Child and
Youth Studies, Stockholm University, April. Stokoe, E. (2012). The
‘Conversation-Analytic Role-play Method’ (CARM©) and the problems of simulated role-play
training. Workshop, RogenSi Consultancy, London,
April. Stokoe, E. (2012).
Mediating neighbour disputes. Paper presented, Networking meeting on
Translating Cultures in International Mediation, University of Nottingham, March. Stokoe, E. (2012). The
‘Conversation-Analytic Role-play Method’. Poster presented, Research That
Matters conference, Loughborough University, March. Stokoe, E. (2012).
Solution-focused questions in mediation. Workshop presented, Devon Mediation
Service, January. Stokoe, E. (2012). Examining
mediators’ communication
roadblocks. Workshop presented, Mediation Services
Manchester, January. Stokoe, E. (2012).
Experiences of and lessons learnt from applying CA to communication skills
training in various settings: CARM©. Invited paper presented at Provider-client
interaction and adherence to ART, Institute for International Health and
Development, Queen Margaret University, Edinburgh. Stokoe, E. (2012). Examining
mediators’
communication roadblocks. Workshop presented, South Lanarkshire Council, January. Stokoe, E. (2012). Examining
mediators’
communication roadblocks. Workshop presented, Mediation Hertfordshire, January. · ▪ · 2011 · ▪ · Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Initial workshop presented, Mediation Services
Manchester, December. Stokoe, E. (2011).
Solution-focused questions in mediation. Workshop presented, West Sussex
Mediation Service, November. Stokoe, E. (2011).
Mediating and policing neighbour disputes: The ‘Conversation Analytic
Role-play Method’ as an alternative to simulated communication training.
Paper presented, Department of Human Communication Sciences, University of
Sheffield, November. Stokoe, E. (2011).
Solution-focused questions in mediation. Workshop presented, Edinburgh
Community Mediation Services, November. Stokoe, E. (2011).
Solution-focused questions in mediation. Workshop presented, East Lothian
Community Mediation Services, November. Stokoe, E. (2011).
Solution-focused questions in mediation. Workshop presented,
Fife, Forth and Tayside SACRO Mediation Services, November. Stokoe, E. (2011).
Solution-focused questions in mediation. Workshop presented, Glasgow
Community and Safety Services, Mediation Service, November. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented, Wirral Mediation Service, October. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented, Devon Mediation Service, October. Stokoe, E. (2011).
Mediating and policing neighbour disputes: The ‘Conversation Analytic
Role-play Method’ as an alternative to simulated communication training.
Paper presented, Department of English, Karlstad University, Sweden, September. Stokoe, E. (2011). Mediating
and policing neighbour disputes: The ‘Conversation Analytic Role-play Method’
as an alternative to simulated communication training. Paper presented,
School of Humanities, Education and Social Science, Orebro University, Orebro
University, Sweden, September. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented,
Belfast, September. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented,
Swale Mediation Service, September. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented,
Milton Keyes Community Mediation Service, September. Stokoe, E. (2011).
Police interviewing and the ‘Conversation Analytic Role-play Method’. Workshop
presented at the Crime Academy, Metropolitan Police, Hendon, September. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented,
Lambeth Mediation Services, August. Stokoe, E., &
Hepburn, A. (2011). ‘Rapport’ in institutional encounters: The epistemic
complexities of empathy, sympathy, affiliation and alignment and their
consequences for ‘successful outcomes’. Paper presented, International
Pragmatics Association Conference, Manchester, July.
Stokoe, E. (2011).
Dealing with ‘-isms’ in neighbour mediation. Workshop presented to Conflict
and Change, London, June. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented at West Sussex Mediation Service, Billingshurst, May. Stokoe, E. (2011). Examining
mediators’ communication
roadblocks. Workshop presented at Glasgow Community &
Safety Services Mediation Service, Glasgow, April. Stokoe, E. (2011). How
to do the ‘Conversation Analytic Role-play Method’. Workshop presented at the
School of Humanities, Education and Social Science, Örebro
University, Sweden, April. Stokoe, E. (2011). The
‘Conversation Analytic Role-play Method’. A preliminary workshop presented to
Alison Knight Training Consultancy and Peter Grimshaw
Consultancy, Advanced Suspect Interview training, Leicestershire, April. Stokoe, E. (2011). The
‘Conversation Analytic Role-play Method’. A preliminary workshop presented to
the Crime Academy, Criminal Justice Faculty, Hendon, April. Stokoe, E. (2011). Analyzing neighbour mediation calls: Implications for mediation
practice and training. Workshop presented to US Superior Court Washington
Alternative Dispute Resolution Service, March. Stokoe, E. (2011). Analyzing neighbour mediation calls: Implications for
mediation practice and training. Workshop presented to Dispute Resolution
Program, John Jay College of Criminal Justice, New York, March. Stokoe, E. (2011).
Neighbour disputes, mediation, and communication training: Using conversation
analysis to develop alternatives to simulated role-play. Paper presented,
School of Communication and Information, Rutgers University, March. Stokoe, E. (2011). Examining
mediators’
communication roadblocks. Workshop presented at Community Dispute Settlement Center, Cambridge MA,
USA, March. Stokoe, E. (2011). “Got
up, went to the toilet, had a ****”: Communication,
simulation, research and ‘the impact agenda’. Paper presented to CAMARG,
Department of Social Sciences, Loughborough University, February. Stokoe, E. (2011). Analyzing neighbour mediation calls: Implications for mediation · ▪ · 2010 · ▪ · Stokoe, E. (2010).
Moving forward with conversation and membership categorisation analysis: New
directions for systematic and applied research. Keynote presentation given,
7th
Australasian Symposium on Conversation Analysis and Membership Categorization
Analysis, Wellington, November. Stokoe, E. (2010). Analyzing neighbour mediation calls: Implications for
mediation Stokoe, E. (2010). Mediation
and social interaction: Bridging academic and practitioner concerns and the
developing of mediation training. Workshop presented at the Mediators’
Institute of Ireland Conference, Dublin, November. Stokoe, E. (2010). Analyzing neighbour mediation calls: Implications for
mediation Stokoe, E. (2010).
Application without compromise? Using conversation analysis to evaluate, and
develop new types of, role-play
training. Paper presented at the Department of English Studies, University of
Stirling, September. Stokoe, E. (2010).
Application without compromise? Using conversation analysis to evaluate, and
develop new types of, role-play
training. Paper presented at the British Social Psychology Social Psychology
Section Annual Conference, Winchester, September. Stokoe, E. (2010). Analyzing neighbour mediation calls: Implications for
mediation Stokoe, E. (2010).
Application without compromise? Using conversation analysis to evaluate, and
develop new types of, role-play
training. Paper presented at the International Conference on Conversation
Analysis, Mannheim, July. Stokoe, E. (2010). Analyzing neighbour mediation calls: Implications for a
new kind of Stokoe, E. (2010).
Role-play training and simulated interaction. Presented to Department of
Applied Linguistics, UCLA, May. Stokoe, E. (2010).
Police interview training with role-play. Presented to Leicestershire
Constabulary, March. · ▪ · 2009 · ▪ · Stokoe, E. (2009). Using a new kind of role play to understand the
mediation of neighbour disputes. Workshop
presented, Tower Hamlets Mediation Service, September. Stokoe, E. (2009). Interaction in the community and the
mediation of disputes. Workshop presented at Hillingdon
Community Mediation, January. Stokoe, E. (2009). Interaction in the community and the
mediation of disputes. Workshop presented at Tower Hamlets Mediation Service,
January. · ▪ · 2008 · ▪ · Stokoe, E. (2008). Interaction in the community: Racism and
identity conflicts. Workshop presented to Swindon Borough Council,
December. Stokoe, E. (2008). Understanding the mediation of
neighbour complaints. Workshop presented at the London Mediators’ Day,
October. Edwards, D., & Stokoe, E. (2008). Anatomy of
a neighbour complaint. Paper presented at ESRC Symposium on Conflict
Resolution and Mediation in Talk-in-Interaction, Newcastle University, June. Stokoe, E. (2008). Understanding mediation and
neighbour disputes as social action. Workshop presented at Birkbeck College, London, April. Stokoe, E. (2008). Understanding mediation and
neighbour disputes as social action. Workshop presented at Birkbeck College, London, February. Stokoe, E. (2008). How neighbours talk: Challenging
language. Paper/discussion presented at Centre for Psychosocial Studies
/Community Resolve Mediation Community=Communication Seminar Series, Bristol,
January. · ▪ · 2007 · ▪ ·. Stokoe, E. (2007). Asking silly questions in
police interrogations. Paper presented, Department of Child Studies,
Linköping University Sweden , May. Stokoe, E. (2007). Asking silly questions in
police interrogations. Paper presented, Department of Psychology, University
of Strathclyde, March. Stokoe, E., & Edwards, D. (2007). “Did you
have permission to smash your neighbour’s door?”:
Silly questions and their answers in police interrogations. Paper presented,
Department of Sociology, University of California Santa Barbara, April. Stokoe, E., & Edwards, D. (2007). Doing
accusations and denials with identity categories. Paper presented, Pacific
Sociological Association conference, Oakland CA, March. · ▪ · 2006 · ▪ · Stokoe, E., & Edwards, D. (2006). Asking
silly questions in police interrogations. Paper presented, Department of Sociology,
University of York, October. Stokoe, E., & Edwards, D. (2006). Reported
speech as an environment for person references in neighbour complaints and
disputes. Paper presented, International Conference on Conversation Analysis,
Helsinki, May. Stokoe, E., & Edwards, D. (2006).
Understanding categories-in-practices: The case of neighbour disputes.
Invited paper presented at Manchester Ethnography Group Seminar, Manchester
Metropolitan University, January. · ▪ · 2005 · ▪ · Stokoe, E. (2005). Locating identity in neighbour
dispute interaction. Invited paper presented at Department of Psychology, De Montford University Leicester, November. Stokoe, E., & Edwards, D. (2005). The
organization of person formulations in neighbour disputes and complaints.
Paper presented, International Institute of Ethnomethodology and
Conversation Analysis, Bentley College, Waltham, MA USA August. Edwards, D., & Stokoe, E. (2005). God helps
those who help themselves: Self-help as a topic in calls to neighbour
mediation centres. Paper presented, International Pragmatics Association
Conference, Riva del Garda, July. · ▪ · 2004 · ▪ · Stokoe, E.H. (2004). Neighbour disputes as
non-familial intimate relationships across the life-course. Invited paper
presented, Centre for Research on Families and Relationships, ESRC
Seminar series, University of Southampton, December. Stokoe, E.H. (2004). Mothers, single women and sluts: Gender, morality
and membership categorization in neighbour
disputes. Department seminar presented at Department of Social Sciences,
Tampere University, Finland , September. · ▪ · 2003 · ▪ · Stokoe, E.H. & Hepburn, A. (2003). “You can
hear a lot through the walls”: Noise complaints, neighbouring and the
construction of abuse in mediation and helpline interaction. Paper presented,
Critical Psychology, Bath, August. Stokoe, E.H. (2003). Mothers, single women and
sluts: Gender, morality and membership categorization in neighbour disputes.
Paper presented, University of West of England ,
Bristol, April. · ▪ · 2002 · ▪ · Stokoe, E.H. (2002). Mothers, single women and
sluts: Gender, morality and membership categorisation in neighbour disputes.
Paper presented, British Psychological Society Annual Social Psychology
Section Annual Conference, University of Huddersfield, September. · ▪ · 2001 · ▪ · Abell, J. & Stokoe, E.H. (2001). Neighbourhood communities in dispute:
Invoking mentality to legitimise exclusion in neighbour mediation. Paper
presented, British Psychological Society Social Psychology Section Annual
Conference, University of Surrey, July. Stokoe, E.H., Wallwork,
J. & Petkova, B. (2001). Space invaders:
Boundaries, identities and uncertainty in neighbour disputes. Paper
presented, British Psychological Society Social Section Annual Conference,
Social Psychology European Research Institute, Surrey, July. |
